what was your SLA agreements in support project?
Answer Posted / 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
Is This Answer Correct ? | 0 Yes | 0 No |
Post New Answer View All Answers
What is Work Flow of AP,AR, Sales & Purchase
how to do customization while doing oracle implementation. what is the role of functional consultant in customization?
SLA usage ans how to define setups?
Can Adjustments be imported?
What do you mean by Category Set ? and what is its Relevance ?
Do you track and record relationships between customers e.g. franchises, subsidiaries etc.?
what is the difference between bonus reserve and bonus expense
What is the Invoicing System in Oracle R12
Define the activities of the Configuration Manager (AP,GL,FA) in the team. Give examples
I am created credit memo in at but while trying to complete it showing error message-hz_party_location
difference between 11i&r12
Anyone provide the oracle fin/scm definetions
Explain Customer Creation and Maintenance Process. Provide samples of customer master records with Payment Terms.
What is gap analysis, how do you defined. What are the pre-requisities?
explain your project plan with exam pal? i am preparing inter view .............