Service Level Agreements (SLA)
We define objective timelines and a simple, traceable support process. Criticality levels, channels, metrics, and responsibilities are clear from day one and can be adjusted through contract or SOW depending on each operation’s needs.
Coverage and channels
Standard support model. Hours, scope, and modality may be extended or adjusted through contract/SOW.
9:00–18:00 (GMT-3). Business days in Argentina.
Ticket creation via email/portal and a direct channel for urgent cases.
Functional and technical support (ABAP, VIM, related integrations).
Tickets, response times, and trends by criticality.
Criticality levels — Incidents
Target times for first contact and response within the support window. Resolution time will depend on diagnosis, scope, and available change windows.
| Criticality | Definition | First contact | Response |
|---|---|---|---|
| Very High (P1) | Production outage, massive operational impact, no workaround available. | 1 hour | 4 hours |
| High (P2) | High impact with partial workaround available. Affects relevant processes. | 2 hours | 8 hours |
| Medium (P3) | Functionality affected for a limited group of users or specific cases. | 4 hours | 16 hours |
| Low (P4) | Minor inquiry or incident with no direct operational impact. | 8 hours | 24 hours |
Hours considered as business hours within the agreed support window. Times may be adjusted through contract/SOW depending on business criticality and required coverage.
Enhancements and improvements
Planned changes outside incidents: rule adjustments, new validations, performance optimizations, and improvements on already implemented flows.
Very High
Urgent changes impacting key processes.
High
Relevant adjustments improving daily operations.
Medium
Incremental improvements and minor optimizations.
Times expressed in business days. May be adjusted through contract/SOW depending on complexity, estimated effort, and available change windows.
Support process
Standard ticket flow from reception to closure, with control and traceability at every stage.
Entry via email/portal with evidence, criticality and requester details.
Functional/technical classification. Impact and priority are determined.
Assigned to N1/N2 with technical escalation when applicable.
Periodic updates, workaround if needed, and traceability.
User validation, documentation and metric registration.
Standard SLA
Scope
Which activities are included in the standard SLA and which require estimation as a project or enhancement, considering technical effort, operational impact, dependencies, and change windows.
✔️Includes
Covered by SLA
- N1/N2 support (functional and technical)
- Incidents in existing VIM/ABAP/SAP components
- Minor configuration adjustments
- Workarounds and minor fixes
- Post go-live hardening
- Monthly KPI reporting
- Follow-up meetings
- Support in production and QA environments
✖️Excludes
Requires estimation as enhancement or project
- New end-to-end functionalities
- Migrations, upgrades or rollouts
- New integrations with third parties
- Mass changes to master data
- Complete process redesign
- Advanced report development
- After-hours or 24/7 support
- Large-scale formal trainings