Service Level Agreement
Customer Communication Processes
FCS Consulting will implement SAP Solution Manager for
help desk management. SAP R/3 system will be with Solution
- 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
Program Manager closes the Support Request. The following
are the various other modes of communication that the
user can use for logging a call.