Sap Service Level Agreement Template

To support the services described in this Agreement, the service provider will respond to service incidents and/or customer requests within the following time frame: The Business Relationship Manager is responsible for facilitating periodic audits of this document. The content of this document may be amended if necessary, provided that the main stakeholders obtain mutual agreement and are communicated to all parties involved. The holder of the document will take into account all subsequent revisions and will request, if necessary, reciprocal agreements/authorizations. The aim of this agreement is to reach a mutual agreement on the provision of IT services between the service provider and the customer or customers. Assumptions about services and/or components of in-scope services are as follows: the coverage parameters specific to the services covered by this agreement are: this agreement describes the parameters of all IT services covered, as they are understood among themselves by key stakeholders. This agreement does not replace existing procedures and procedures unless expressly stated. You could have defined the following ALS levels. B: All the traceability of service level agreements is not possible without appropriate KPIs. It is therefore necessary to find appropriate indicators for quantification and measurement of service. The following requirements must be met: The agreed and effectively achieved service levels may be different. In such cases, the (financial) consequences must be contractually stipulated in the agreement. In principle, there are two different approaches: after all, it is possible to compare the target value (the agreed level of service) with the istic value. Recipients of the service can work with their service provider with or without a service level agreement.

There are some advantages to reaching such an agreement. The requirements and responsibilities are clearly defined. The scope of the services is completely transparent and defined by contract. The same goes for costs, which are therefore easier to calculate. In addition, the service provider should not be subject to ongoing monitoring, as reports are available. The fact that the provider is not encouraged to improve its quality of service may be seen as a disadvantage. However, this “vulnerability” can be fixed by bonus-malus systems in ALS. In addition, ALS should be used to define the hours of service during which these response times must be respected (for example. B only Monday to Friday, 8am-7pm). On the instruction of the data processor that processes personal data that is downloaded into the cloud service, SAP implements and maintains technical and organizational measures to ensure adequate protection of personal data.

In this example, the quality of service can be defined in several places using alS: this agreement constitutes a service level contract (“SLA” or “agreement”) between the company and the customer for the provision of IT services necessary to assist and maintain the product or service.

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