Service Agreement and Service Level Agreement

Hi
Can anyone provide me a copy of Service agreement and Service level agreement which can used between sap partner and a customer.
I am doing my first implementation in SAP B1 and i want to make this agreement with my customer before i start implementing the software.
I searched the portal but couldnt locate it.
Thanks and Regards
C.Louis

Hi,
I think the first agreement document is EULA (end user license agreement). The second is your request.
I think you can ask the sample of the agreement to SAP branch in your country. if not, let me know your e-mail.
Rgds,

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Service level agreement application

we are considering investing in a service level agreement application through which we can better monitor and deliver more consistent, and predictable performance levels to our Oracle end users
there are few applications that can do the job, including mercury, bmc, infovista.
for the mercury solution there is a good online webinar coming up
https://placeware.viewcentral.com/events/cust/single_event.asp?cid=mercint&pid=2&payment_type=USD&cbClass=16&signupkey=V-SLM
has anyone used any of these applications for service level monitoring, and can share some thoughts on the selection process?
thanks,
Joe

HI
the BMC's Patrol is very goob monitoring, this work over OS, Oracle and more databases
Check the BMC DBA tools, i don't remember the name, but yu can check it in
http://www.bmc.com
cheers
Mario

Service level agreement

what is meant by service level agreement in sap... i searched a lot but couldn't understand that...can any one explain clearly about this service level agreement..

Hi,
Service Level Agreements (SLAs), you work with customers to stipulate the form that the performance of a guaranteed service takes.
The SLAs define the attributes (such as content, scope and means) for the service products (for example, maintenance, Hotline) agreed on with the customer in the service contract. Different parameters, such as response time or availability time, confirm a SLA.
Examples of parameters within a SLA:
·         Response time (technician on site within a specified time)
·         Operating time/availability time (working time of the service or support center)
·         Downtime (maximum number of breakdowns per year)
·         Availability (assured system availability in %)
·         Solution time (maximum period of time allowed for the solution of a problems

Service Level Agreements or Memo

Hi,
Is there a way I can store service level agreements or a memo field for each client? Trying to keep my field guys posted on what is with in scope of the contract when onsite.
This topic first appeared in the Spiceworks Community

Hey heatherfoeh!
What a funny thing you ask because velocity has been on my mind recently. Just this past month, I wrote two blogs (here and here) on the topic of velocity and the last one I am going to write is about "How to measure it". So this question is perfect.
Here is how we do it at ReadyTalk.
1. We first define all of our transitions within the technology. Meaning which field is being flipped to signify a transition has occurred We capture this on several different records as the lead works its way through the system.
On the lead record, we capture created date, first contact attempt, contact made, converted date. We do this by date stamping the relevant field each time the lead goes through a transition. Below you see our lead status. Each time this field is flipped, there is a corresponding hidden field that is stamped. The use of these fields allows us to then create reports in SFDC using a formula that calculates the number of days between two dates.
On the opp records we have the same process but this time we are tracking the velocity through the pipeline. So we go from SAL>SQO>CW or CL. Each time the opp stage is flipped a corresponding date stamp is made. And, like above, you run formulas on this field to calculate # of days between two dates.
Now in terms of adherence to an SLA, you obviously have dashboards that you roll this up to in the form of average time between stages. You can also segment on velocity be owner (to see which AEs are "johnny on the spot" with their leads) or you can do velocity by lead source. You can also create workflow that throws alerts when a lead/opp has sat at one stage for two long.

Service Level Agreements on Service Requests

Hello,
I was wondering if anyone had thoughts or experiences to share for the best way to manage Service Level Agreements for Service Requests. I have been requested to provide a report showing whether Service reqeusts (by Area/Topic) were answered within the agreed times.
Eg Requests for New Business Cards are expected to be resolved in 3 days and it took 4 days so flag this request as having not met arranged timeframes.
I'm not sure where is the best place to store the Service Level dayes by area? Is that just within the logic of the report? Appreciate any thoughts on this.
thanks,

Hi Venky,
I'm new to On Demand and not that confident creating a custom object. I was wondering if I could achieve my SLA's by using a Workflow and custom SR field?
I thought if I created a new field on the SR called 'Service Level Agreement' I could populate this field with SLA days based on Service Area.
Eg:
Trigger Event: Before modified record saved
Workflow Rule Condition: PRE('<Area>') <Area>
Action: Update Values
Field Name: Service Level Agreement
value: IIf([<Area>]="Allocations",'2')
However I get an error message as I'm not sure if I have the expression correction.
Function ‘IIf’ is invalid with 2 parameters(SBL-SBL-00000)
Does this make sense as an approach? I thought I could then use this field on reports.
thanks,

Service Agreement & Service level Agreement

Hi all
What is the difference between Service Agreement & Service Level Agreement?
Your response asap is highly appreciated.
Thanks
Sonali

Hi Sonali,
Service agreement consist of all the pricing details agreed upon between the customer and organization. e.g. org. will provide so and so customer xyz service at 50 USD/Hour.
Service Level Agreement are the time details to perform the services offered to a customer. i.e. what should be the time duration within which first response should be done to customer query or service. What should be the time duration within which the serivce has to be completly delivered to a customer.
e.g Installing a water purifier at customer location. here SLA could be once customer place an order a service engineer should give him a call within a day to know at what time he/she could come an install purifier. Secondly serivce person should any how complete the installation process within 3 days of customer order.
If the SLA are missed penalty could be applied to organization by providing certain rebate to customer.
Best Regards,
Pratik Patel
<b>Reward with Points!</b>

Is there any report for service level agreement monitoring?

Regards,
Lament

Hello
To configure the SLR Report, goto transaction DSMOP or DSWP
in soution overview, choose your system (i'm suposing you already configured monitoring for your system)
goto tab Solution Monitoring, choose operations setup on the left, and Service level reporting on the right.
there you can activate service level reporting, and customize your report.
If you need more help, let me know.
Regards
Geert

What is the difference between SmartNet and SMBS service level

Good Afternoon
I would like to ask if what is the difference between Cisco's SmartNet and Cisco's SMBS service level?
Thank you

Hi Rey,
SMARtnet covers traditional Cisco products (enterprise products ie. ISR routers), Small Business Support Center covers the small business line.
In the UC group of products, for some reason, Cisco considers the UC520, AP521, and WLC526 which are branded small business to be traditional Cisco products and are covered under SMARTnet. But, the UC540 and UC560 are covered by SBSC. One major difference in the UC arena is the support for CLI vs CCA config.
However, I noticed your post was in the Small Business - switches category. If you have a small business switch those are covered by SBSC not TAC. SBSC will support the CLI and web gui config of the small business switches, where CLI is applicable to the model.
SBSC contracts tend to be for 3 year periods and can be significantly less expensive than SMARTnet agreements.
Hope that helps.
Best,
David
Please rate helpful posts and identify correct answers.

Solution and Service level Reporting in Solution Manager

Hi All,
I have got some requirement , can anyone please provide me the link/blog regarding Solution and Service level Reporting.
Thanks,
vk

Hi,
got confused since previous you said it was enterprise service report,
https://websmp207.sap-ag.de/~form/sapnet?_SCENARIO=01100035870000000202&_SHORTKEY=01100035870000742027&_OBJECT=011000358700000999072011E
the Following SAP notes
https://websmp230.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/spn/sapnotes/index2.htm?numm=1442799
https://websmp230.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/spn/sapnotes/index2.htm?numm=1250529
https://websmp230.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/spn/sapnotes/index2.htm?numm=1391968
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How to find out the IPS and DS Service Pack and patch levels in windows server.

Hi,
I have installed the Information Platform Services 4.0 and Data services 4.0 in windows QA system, now we need to install the same version of IPS & DS in windows PRD system for this how could we find out the exact version of IPS & DS ( Service pack and patch levels ) and where we can find the same.
Many Thanks,
Sudheer

Hi Sudheer,
On a Windows Operating Systems you can check the “Programs and Features” in control panel.You can see a list of both the Name and Version number of SAP BusinessObjects that is installed.
option 2:
Open CMC go to Settings. In the properties, you will find the Product Version.
Please check below SAP notes for more information.
http://service.sap.com/sap/support/notes/1602088
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PO for item of service Level short and long text using sap script

Please let me know how to do the PO for item of service Level short and long text using sap script.
<MOVED BY MODERATOR TO THE CORRECT FORUM>
Edited by: Alvaro Tejada Galindo on May 5, 2009 10:25 AM

Hi ,
In the transaction related to PO select the path goto->header texts and then details of the texts like ID,objectname,language,name.Pass all theses details to 'READ_TEXT ' FM. Then you will get text lines described for a perticular Po ,similarly for item also.
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Suma.

Service Level (Service and Response Profile) block information-TABLES

Hi,
We are maintaining the service and response profile info under service levels assignment block in Iobject in SAP CRM WEBUI for SLA..
Where this info is stored in table level.
I know CRMD_SERWI and CRMD_ESCAL for Service and Response profile and I dont know how to get the link with Iobject.
Pl suggest
Regards
A.Sureshbabu.

hi Raghav,
What exactly do you mean by SLA View ? . Pls. check the following steps
1. The Factory calender Should be maintained.
2. In the Item category of the service ticket Date profile SRV_SLA_ITEM should be maintained.
Pls. revert if you need any help further .
Thanks,
RAJEDNRA SONWANE

ICM Call Types and Service Level

I have a question about how to accuratly get Service Level from a call type. I want my service level to be 30 seconds. In my ICM script I have a main call type that tracks every call coming in.
I Have 3 call types that track options. Opt1 leave a voicemail, Op2 self help, Opt3 agent.
Would I change the Main call type to 30 seconds or would I change the Opt3 call type or both. I think I would set the Opt3 call type but the consultant that designed the script and call flow for the company I work for set it on the Main call type.
Thanks in Advance.

hopewell2 wrote:Over the last 5 years that I have been working with ICM I have gotten mixed feed back from consultants on doing that. Some says its good to use a RONA call type some say it is not needed.What is your opinion?
Well, I'm a bit out there on RONA itself, let alone a special call type for RONA - and my policy is - NO RONA!!!
There is nothing good about RONA in terms of customer service - nothing good at all. It promotes sloppy agents and poor practices within the contact center.
If you get up from your seat and leave yourself in the ready state, I'll dock your pay and put you on notice. Do it again and I'll fire you. That usually sorts out the problem.
Regards,
Geoff

SCSM 2012 Relationship between Incident and Service Level Instance Time Information

Hi,
I am using a runbook similar to
this one, but am getting many different Incident relationships.
For testing, I want to initiate the runbook not with a Monitor Object looking at the Service Level Instance Time Information class, but manually with an Initialize Data action.
Can someone advise how to do this? What 'GUID' does the Monitor Object look at and pass on to the runbook?
Or perhaps a powershell snippet that shows how the relationship works...
Thanks,
Joe.

Try this:
SELECT dbo.MTV_System$SLA$Instance$TimeInformation.BaseManagedEntityId, dbo.MTV_System$SLA$Instance$TimeInformation.DisplayName,
dbo.MTV_System$SLA$Instance$TimeInformation.StartDate_6F33A83B_41D9_A782_379E_A75CA15145F3,
dbo.MTV_System$SLA$Instance$TimeInformation.Id_1C7A525A_E7EC_59B9_6FF3_CFCECA1A64A0,
dbo.MTV_System$SLA$Instance$TimeInformation.IsCancelled_16DDBB6C_0E00_ACAD_4F04_D134E61AF82B,
dbo.MTV_System$SLA$Instance$TimeInformation.TargetWarningDate_B98D2C5F_CBA2_8DB9_CA33_E0F808A9801E,
dbo.DisplayStringView.DisplayName AS SLAstatus, dbo.MTV_System$WorkItem$Incident.Id_9A505725_E2F2_447F_271B_9B9F4F0D190C,
dbo.MTV_System$WorkItem$Incident.Title_9691DD10_7211_C835_E3E7_6B38AF8B8104 AS IncidentTile
FROM dbo.MTV_System$SLA$Instance$TimeInformation INNER JOIN
dbo.RelationshipView ON dbo.MTV_System$SLA$Instance$TimeInformation.BaseManagedEntityId = dbo.RelationshipView.TargetEntityId INNER JOIN
dbo.MTV_System$WorkItem$Incident ON dbo.RelationshipView.SourceEntityId = dbo.MTV_System$WorkItem$Incident.BaseManagedEntityId INNER JOIN
dbo.DisplayStringView ON
dbo.MTV_System$SLA$Instance$TimeInformation.Status_F632EA19_0367_CC81_BCB5_5E0387B1B5E3 = dbo.DisplayStringView.MPElementId
WHERE (dbo.RelationshipView.IsDeleted = 0) AND (dbo.RelationshipView.RelationshipTypeId = 'ba08f9bb-85c7-20d8-05e3-0035938cddd5') AND
(dbo.DisplayStringView.LanguageCode = 'ENU')
Cheers,
Marat
Site: www.scutils.com
Twitter: LinkedIn:
Graveyard:

Router calls offered and Service Level calls offered differences

Hi,
I was checking the definition of router calls offered and service level calls offered. Could anyone please let us know the exact difference between these fields in t_Skill_group_interval table.
Regards
Deepak

Hi Jameson,
Thanks for the reply.
I went through the database schema .I have some doubts regarding the terminologies.
1. The component of redirect calls - Would like to know what it would be .
2. The component - still unanswered within threshold . Would this mean the calls queued longer than SL .which means all the remaining calls which were offered to this skillgroup. Hence would like to know if the Service level calls offered should be equal to Router calls offered.
3. I observe that Service level calls offered were less than the calls answered field. Would like to know the possible reasons. I was initially thinking that there are might be calls overlapping but its not so as per my testing. Please help.
Testing performed :
Added to this , there is one more field called "Calls offered" and i observe that this is incremented when the calls are answered.
I performed to test "Service Level calls offered, calls offered , Calls answered and Router calls offered" .
I made a test call and queued skillgroup at 2:27 pm and made to be in queue and answered in next interval 2:32 pm (crossing reporting interval)
I observe the below,
In 2:15 interval for the skillgroup ,
Router calls offered = 1 , Calls offered = 0 , Calls answered = 0 , Service Level calls offered = 0
In 2:30 interval for the skillgroup,
Router calls offered = 0 , Calls offered = 1, Calls answered = 1 , Service Level calls offered = 1
Would like to know if this are correct values.

Service Agreement and Service Level Agreement

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