What is maintaining SLA in production support?

What Is Maintaining SLA – Service Level Agreement


SLA is an abbreviation for “Service Level Agreement”. It means to have guaranteed reaction or resolving times for incidents (= trouble tickets).

For instance you could have defined the following SLA levels For example:

Gold: Reaction time = 30 minutes, resolving time = 4 hours
Silver: Reaction time = 4 hours, resolving time = 24 hours

SLAs normally are part of a contract between a customer and a service provider.

*Or in details description:*

SLA are Service Level Agreements to resolve the tickets by the market. SLA means Service Level agreement. It is the service agreement between a Company and a service provider. For example an IT Organization providing support of SAP / other software / hardware has a agreement. This can be for example categorized based on criticality of the incident. High priority incident has to be resolved on 10 hours. Medium priority incident has a 3 days time to resolve etc

*– Anu radha

SLA’s are nothing but Service level agreements.

These are defined in project preparation phase and client would have made an agreement with the company for the level of service. The SLA’s are applicable in Production as well as maintanence support projects. For example: if your company follows a ticketing process(a ticket is nothing but an environment contains complete description of the problem which contains Short description, problem, customer contact details, sreen shots of the error etxc.,) and for each ticket there will be a severity for example business critical issues or problems may be treated as high or top severitie’s. In those case your company or your team has to deliver the solution to the customer in agreed time limit or otherwise you might end up missing SLA’s.

SLA’s has two important time specifications
1. IPRT — initial problem response time — this is nothing but time taken to respond to the problem.
2. PRT — Problem response time —– this is nothing but time taken to solve the issue or problem.

Both IPRT and PRT will be different for different severitie’s.       

*– Mahesh

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