SAP
| SAP |
| Functional |
HR, FICO, Material management, Sales &Distribution, Plant Maintenance |
| Technical |
ABAP programs, SAP Scripts, SMART Forms, Reports, Painter Scripts, PI- Interface and mapping objects |
| Application Admin |
User Authorizations, SAP performance tuning, Transports, SAP Archiving &Auditing, Patch implementation, Configuration of services, Performance tuning, Batch scheduling, Client copy/refresh, Troubleshooting App & Web Server |
| Database Admin |
Backup/recovery, Table space maintenance, Database Tuning &troubleshooting Database patch management |
Service Availability
| Ticket Type |
| Severity 1 |
Severity 2 |
Severity 3 |
Severity 4 |
| 24 X 7 |
24 X 7 |
9 X 5 IST |
9 X 5 IST |
IST – Indian Standard Time: GMT +5:30
Service Options#
| Ticket Type |
Silver Option |
Gold Option |
Platinum Option |
| Response SLA |
Resolution SLA |
Response SLA |
Resolution SLA |
Response SLA |
Resolution SLA |
| Severity-1 |
30 Mins |
6 Hours |
30 Mins |
4 Hours |
15 min |
2 Hours |
| Severity-2 |
1 Hour |
12 Hours |
1 Hour |
8 Hours |
30 min |
6 Hours |
| Severity-3 |
1 Hour |
30 hours |
1 Hour |
24 Hours |
30 min |
16 Hours |
| Severity-4 |
As per Agreed timelines |
# ERP Allied IMS and Optional services are outside of the service options
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