FCS Consulting has proven track record of meeting Service
Level Agreement (SLA) with clients. The system is transparent
and SLA helps both parties to define the scope of work
and services. Many service are on demand and optional.
SLAs are designed to take care of client’s requirement,
which could be offshore, onsite or a mix of both.
A typical Offshore SLA is illustrated below. This
is indicative in nature. Scope of work and level
of services can be extended, modified and enhanced depending
upon the requirement. The requirement is well documented
in SLA and agreed by both party before the sign off.
| 1 |
Maintenance of System Security |
|
| 1.1 |
Maintaining the System Security |
No |
| 1.2 |
Developing Security System
Policies |
Optional |
| 1.3 |
Protecting Users Logon Ids
and passwords |
Yes |
| 1.4 |
Reviewing, Maintaining and
creating new Logon Ids |
Yes |
| 1.5 |
Understanding Authorization’s
profile and constantly report them, as Organization
needs. |
Yes |
| |
|
|
| 2 |
Creating and Maintaining
background job schedules |
|
| 2.1 |
Creating and maintaining background
job schedules |
Yes |
| 2.2 |
Job scheduling, Planning,
Monitoring and securing |
Yes |
| 2.3 |
Job alerts and notification
|
Yes |
| 2.4 |
Recovery of failed job schedules
|
Yes |
| 2.5 |
Developing best practices
for job schedule |
Yes |
| |
|
|
| 3 |
Managing changes in SAP
Software Environment |
|
| 3.1 |
Developing processes to manage
Changes such as hot pack applications, set up parameters,
etc |
Yes |
| 3.2 |
Incorporation of changes needed
in SAP Environment |
Yes |
| 3.3 |
Analysis of SAP Transport
Tools, setups and communicating changes, if any.
|
Yes |
| |
|
|
| 4 |
Supporting Configuration
& Customization in SAP environment |
|
| 4.1 |
Development and Enhancement
of Business Process including Configuration&
Customization for minor changes |
Yes |
| 4.2 |
Maintain & trouble shoot
Existing configuration & Customizations |
Yes |
| 4.3 |
Maintain and update reports
of customization documents |
Yes |
| 4.4 |
Transporting customization
|
Yes |
| 4.5 |
Tracking Customization Activities |
Yes |
| |
|
|
| 5 |
Supporting Reports |
|
| 5.1 |
Gathering information needs |
Optional |
| 5.2 |
Determining useful reports |
Optional |
| 5.3 |
Developing new reports (Major
reports to be treated as special projects) |
Optional |
| 5.4 |
Improve efficiency of already
developed reports and supporting used reports |
Optional |
| |
|
|
| 6 |
Transaction and Performance
Support |
|
| 6.1 |
Reviewing Work Process |
Optional |
| 6.2 |
Constantly reviewing or revisiting
data contention |
Optional |
| 6.3 |
Putting SAP Performance Tools
and Methods into usage for load balancing, Performance
Tuning etc. |
Optional |
| |
|
|
| 7 |
Archiving SAP Data |
|
| 7.1 |
To retain a manageable environment |
Optional |
| 7.2 |
To reduce consumption of disk
storage space |
Optional |
| 7.3 |
To improve system performance
To protect historical information |
Optional |
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