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SLA (Service Level Agreement) for ABAP/4 and Helpdesk Services

First Time Delivery with “NO REWORK” Required: 90%
Four Hours Response Time on a New Request: 100%
Delivery within Agreed Timeframe: 95%
Voice Response Within 4 Rings: 90%
Online Project Status Dashboard Updated every 12 Hours: 100%
SLA – Call Request for ABAP/4 Development, Standard SW Development Practice, Testing and User’s sign off

These are those calls, which relates to development of ABAP reports, changes in existing ABAP/4 reports, enhancement for existing reports and so on.

Such calls are taken up as development or enhancement calls and are taken through the complete software development and implementation life cycle.

The enhancement calls are recorded, acknowledged and assigned to ABAP/4 project manager/technical consultant for development. The consultant works out a system requirement specification (SRS) document and put it up for user approval.

This document also contains the priority level, effort and elapsed time estimates. The effort estimate includes the effort already spent on preparing the SRS document.

Based on the sign-off from the designated user and approving person, the development is done on the customers’ SAP/ ABAP4 development server (development client). The test is carried out on the test server.

It is then put up for user acceptance test (UAT). Based on the UAT sign-off, the implementation on productive server is done through the SAP transport mechanism. A final sign-off is then obtained and the call is closed.

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