Call Management and Tracking
Query Management
Incident Management
Communications and feedback to Users and act as Application and Technical Focal Point.
First cut analysis and trouble classification
Troubleshoot and resolution of production problems affecting the functionality of the Application Systembased onXXbusiness requirements.
Manage and resolve Support issues only.Enhancement, modifications, changes or add-on requirements shall be treated as Change or Service Requests (SR). However,WITS’sLevel-1 support shall helpXXto analyze the impact of the SR and provide price estimation on the effort required to implement the SR.
End-user support on system functionalities
Trace event and report
Security RequBaidu Nhomakorabeasts Management based on ITIL processes
Periodic Reviews on monthly basis
B.Minor solution enhancement
For clarification on this proposal, please contact the following:
Rock zhaAMSManager
Email:
HP: 137
Office:021-6
1.
This is a maintenance support agreement forXXChemicals (XX).
ThisSLAhas been prepared for:
•XXas an agreed set of service levels for the delivery of SAP maintenance service
by WITS;
•WITS as the representation of the committed deliverables toXX;
DISCLAIMER: The information contained in this document is accurate and correct at the time the document was created and last modified. Any query pertaining to information contained herein should be directed to the author or/and verify with the interested party to ascertain whether any later information is available in respect of the relevant material.
This maintenance support agreement (also called Service Level Agreement
(SLA) describes the processes, the services, the service levels, the service
delivery organization and the prices for the delivery of SAP maintenance
Local language translation for minor change
Minor changes / modification on ABAP as working requiring less than 3 man-days
Minor changeson “business as usual requests”.
support byWITStoXX.
XXXXChemicals Co., Ltd.EngagesWITS for the SAP ECC 6.0 Support and such additional services as described in this agreement. WITSprovidessuch services toXXin Accordance with and subject to the provisions of this agreement.
Proposalto
XXChemicalsCo., Ltd.
For the outsourcing of SAP Professional Services for the
SAP MaintenanceService
XX(shanghai) IT ServicesCo., Ltd
NON-DISCLOSURE:The document contains commercially sensitive information aboutXXChemicals Company Limited. (“(Hereafter refer to asXX”) andXX(Shanghai)ITServicesCo. Ltd(Hereafter refer to asWITS)and isproprietary toWITS.As a result, the document contents shall not be disclosed to any third party nor used or duplicated - in whole or part - for any other purpose other thanits intended purpose, without the express written consent ofWITSandXX.Therefore, it is the position ofWITSthat the use or release of the information contained in this document, other than for an evaluation of its contents as a basis for contract award, is prohibited.
ProvideXXwith a monthly report on the support issues.
2.2Level 1 Support Services
Specifically, Level 1 support shall also include the following:
A.User Support
XXhas implemented SAP ECC 6.0 with the following SAP modules: FI, CO, SD, MM and PP. Additional functionally has been developed in the form of ABAP Reports, Forms, and Interfaces through which data is exchanged with other non-SAP systems.
As this is a new system, which supports a small user community and which has noincident history, WITS offers the maintenance support in the form of a Fixed Price Agreement. After 12 months WITS is open to re-discuss the support contract and move into a more outcome based service.
C.Periodic activities support
Accounting (eg. End-period closure, report, etc)
Proposal of system improvement and optimization (local requirement alignment,OSSnote suggestion, etc)
2.
2.1Functional and Technical Support
The general proposed Level 1-3Support Services shall include the following work tasks.
Supporting of implemented SAP ECC6.0 functional modules (SD, MM, PP, FI, CO), Technical maintenance of ABAP, ABAP reports, Report writer reports, Forms and interfaces, Security request processing and Basis maintenance.Seeappendix 2 for a specification of all customized reports in this support agreement.
•The personnel ofXXChemicals (XX) and WITS as the guideline for their daily
operations concerning the scope of thisSLA.
WITS will followITIL based processes,industry standards, best practices and recognized support processes in the execution of this agreement and at all times will protect theintegrity and confidentiality of thoseXXXXChemicalsdata and systems to which it has been given official access byXXXXChemicals.
Maintenance of SAP control table for minor changes
It is agreedby both partiesthat “business as usual requests” is not aServiceRequests, but a part of regular supportsto make sureXXbusiness is running as usual, such requests includes but not limited like: New material master data, new vendor / customer creation, new payment terms, etc. Please refer to appendix1with detailed item lists on page18 -19.