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Sla 2

SAP Business One – Extended Coverage Support SLA

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Vignesh Kumar
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45 views3 pages

Sla 2

SAP Business One – Extended Coverage Support SLA

Uploaded by

Vignesh Kumar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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File 2: Extended Hours SAP Business One SLA

Document Title: SAP Business One – Extended Coverage Support SLA

1. Introduction

This SLA establishes extended hour coverage for SAP Business One implementation and
support. It clarifies roles, responsibilities, and escalation paths between the Service
Provider and the Client.

1.1 Purpose

 Provide clearly defined extended coverage support parameters.


 Ensure consistent service quality for business-critical SAP B1 operations.

1.2 Parties

 Service Provider: [Your Company Name]


 Client: [Client Company Name]

2. Scope of Services

2.1 Supported Environment

 Standard SAP B1 modules and functionalities.


 Up to two (2) custom add-ons developed by the Service Provider.
 Interfaces within the original project scope.

2.2 Coverage

1. Implementation & Go-Live Assistance


2. Extended Hours Post-Go-Live
o Support beyond normal business hours for critical issues only.
3. Patches & Upgrades
o Scheduled or emergency patch application, version upgrades.

2.3 Exclusions

 Third-party software not managed by the Service Provider.


 New feature development not in original scope.

3. Service Level Targets


Severity Description Initial Response Resolution/Workaround
System Down or major portion of 4 business hours or best
Critical 30 minutes (24x7)
business inoperable effort
Significant module impact, partial 2 hours (within
High 1-2 business days
disruption coverage)
Minor functionality issue, 4 hours (within
Medium 3-5 business days
workaround available coverage)
Cosmetic issues or general
Low 1 business day As scheduled (low priority)
inquiries

4. Extended Support Hours & Escalation

 Standard Hours: Monday–Friday, 8:00 AM–6:00 PM.


 Extended Hours: Weeknights (6:00 PM–10:00 PM) and Saturdays (9:00 AM–1:00
PM) for Critical priority issues only.
 Escalation Path:
1. Support Team Lead
2. Project Manager
3. Senior Management

5. Roles & Responsibilities

5.1 Service Provider

 Maintain on-call staff during extended hours for critical issues.


 Provide timely communication and escalate as needed.

5.2 Client

 Notify Service Provider of priority issues via the dedicated hotline or ticket portal.
 Coordinate with on-call staff for testing and confirmations.

6. Maintenance & Reporting

 Maintenance Windows: Sunday mornings, 2:00 AM–6:00 AM (as needed), for


patching.
 Reports: Monthly SLA summary detailing incident resolution times and adherence to
extended coverage metrics.

7. Fees & Invoicing

 Monthly retainer covering extended hours availability.


 Additional hourly charges for out-of-scope requests or non-critical incidents raised
after standard hours.

8. Signature & Acceptance

Service Provider
Name: ________________________
Title: _________________________
Signature/Date: _______________

Client
Name: ________________________
Title: _________________________
Signature/Date: _______________

Disclaimer

This sample SLA is illustrative. Review with legal counsel to ensure compliance with
contractual obligations.

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