Answer / kawaljeet

A service-level agreement (SLA) is a part of a service contract[disambiguation needed] where a service is formally defined. Particular aspects of the service - scope, quality, responsibilities - are agreed between the service provider and the service user. A common feature of an SLA is a contracted delivery time (of the service or performance). As an example, Internet service providers and telcos will commonly include service level agreements within the terms of their contracts with customers to define the level(s) of service being sold in plain language terms. In this case the SLA will typically have a technical definition in terms of mean time between failures (MTBF), mean time to repair or mean time to recovery (MTTR); identifying which party is responsible for reporting faults or paying fees; responsibility for various data rates; throughput; jitter; or similar measurable details.

Answer / pydiraz

Abdul,

SLA is based on the timeline agreement with the client and the project. Usually every company or project follow the below said scenario in SLAs.
SLA type Acknowledgement Resolution
Critical 30 mins 4 hours
Urgent 1 hour 1 day
Normal 4 hours 4 / 7 days
After you gone through the above typical example you may get chance who will handle the issues and how the issues will be endorsed respective timeline.
See below:
There are two levels of experts in support
L1 : The Urgent and Normal Issues (Basic application configurations like setup) will be endorsed to these Level1 Experts.
L2 : The Critical and Urgent Issues (Analysis and resolution on complex issues like customization issue, period closing issues, reconciliation issues) will be endorsed to these Level2 Experts.

Hope you are clear with the above scenario.

Regards

Answer / mahesh babu

SLA is an Service Level Agreement, it is useful for suppoting project based on seviarity levels.


we have some levels.

Seviarity 1 , 2, 3, 4.

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