File 5: Comprehensive SAP B1 Support & Development
SLA
Document Title: SAP Business One – Comprehensive Support & Development SLA
1. Introduction
This SLA covers both functional support and custom development requests for SAP
Business One. It ensures clarity on development cycles, testing, and deployment processes.
1.1 Purpose
Provide a unified SLA for day-to-day support and additional development requests.
Outline timelines for enhancements, bug fixes, and new feature rollouts.
1.2 Parties
Service Provider: [Your Company Name]
Client: [Client Company Name]
2. Service Inclusions
2.1 Functional Support
Module configuration, troubleshooting, minor fixes.
End-user inquiries, best practice guidance.
2.2 Development Services
Custom add-on development or enhancements.
API integrations and new functionality based on client requests.
3. Service Level Objectives
Delivery /
Request Type Definition Response Time
Completion
System errors causing data
4–8 hours or
Critical Bug Fix corruption or major 1 hour
workaround
downtime
Partial disruption in key
High Priority Bug 4 hours 1–3 business days
processes
Minor Non-critical issue or user- 1 business day As per agreed
Delivery /
Request Type Definition Response Time
Completion
requested small
Bug/Enhancement development sprint
enhancement
Larger development
Acknowledgement Timeframe per
New Feature requiring design, coding,
within 2 days project scope
and testing
4. Development Cycle
1. Requirement Analysis: Client provides clear specifications.
2. Design & Estimate: Service Provider shares timeframe and cost estimate.
3. Development & Testing: Code development and internal QA.
4. User Acceptance Testing (UAT): Client validates new features/enhancements.
5. Deployment: Scheduled release following change management procedures.
5. Change & Release Management
All new features or enhancements require a Change Request Form.
Releases are batched or delivered continuously based on mutual agreement.
6. Roles & Responsibilities
6.1 Service Provider
Assign skilled developers or consultants.
Maintain version control, documentation, and test scripts.
6.2 Client
Provide detailed requirements and timely feedback in UAT.
Approve or reject deliverables in a structured manner.
7. Communication & Escalation
Primary Channel: Ticketing system and email.
Escalation Matrix:
1. Support Team Lead / Development Lead
2. Project Manager
3. Account Director / Executive Sponsor
8. Performance & Reporting
Monthly Review: Evaluate open tickets, development backlog, and SLA adherence.
KPIs: Bug resolution rates, on-time delivery, user satisfaction.
9. Acceptance
Service Provider
Name: ________________________
Title: _________________________
Signature/Date: _______________
Client
Name: ________________________
Title: _________________________
Signature/Date: _______________
Disclaimer
This document serves as a guideline. Adapt and finalize to align with contractual obligations
and organizational policies.
