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Service Level Agreement

MIS Reporting

Daily, weekly and monthly call statistics, with closed and open calls, new calls, time taken, person hours consumed, escalation levels, prime time calls, non prime time calls etc. would be provided.

We shall also provide detailed report on each of the call giving details and nature of call specs, resolution etc.

SLA (Service Level Agreement)

This section describes in detail the Service Level Agreements for each Service Requirement.

Program Management

The Program Manager will liaise closely with your counter part to ensure all work is being carried out within the SLAs and issues are being speedily resolved.

Account Manager He will visit your site on a periodic basis or as required by you to ensure that the Customer-Supplier relationship is maintained.
Help Desk Team The service level agreement for the SAP Help Desk required by you will be governed by the SLA matrix.
Hours of operation 24 Hours X 7 Days X 365 days
Response Once the problem has been identified and prioritized, the Help Desk team will endeavourer to resolve the problem as quickly as possible. The time to resolve problems will vary depending on the problem and its severity. The Help Desk team will aim to resolve >70% of the functional questions raised in the same day.
Technical Team The Technical team will carry out System Health Checks on a daily basis and support SAP Operations as required.
Development ABAP/4 Team

The Development team will execute ABAP development as directed by the On Site ABAP Co-coordinator, operating under the direction of client. An ABAP Request process will be put in place to priorities delivery of this development as dictated by ALSTOM.




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


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