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Service Level Agreement

Customer Communication Processespopup

FCS Consulting will implement SAP Solution Manager for help desk management. SAP R/3 system will be with Solution Manager add-on.
  • SAP End Users will log the support requests in the SAP Solution Manager.
  • Solution Manager will assign a number for all the support messages created.

End User provides any additional information required for solving the Support Request Program Manager implements the proposed solution and gives feedback within SLA limits.

Program Manager closes the Support Request. The following are the various other modes of communication that the user can use for logging a call.




Service Level Aggrement
Off shore Support Service Client Association
Enhancement services call and process methodology
Helpdesk Service Escalation Flow Chart
Responsibilities and Escalation Tree
Assured Service Level
SLA Matrix Example
MIS Reporting
Account Management


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