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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 it’s 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. |
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