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Dokumentation

VCRMD_ESCAL_CLN - Define Availability and Response Times

Service profiles and response profiles are the SLAs available in the standard system.

Service profiles define the availability of a service provider, and response profiles define the planned response time based on various criteria.

In a service profile, you define the time frames within which the services specified in the service contract (such as hotline or maintenance) can be performed. The service windows defined in the service profile are used as a basis for calculating the start and end dates defined at service process level.

In a response profile, you define the periods within which processing of the service in the service transaction item must have started, and by when the processing must have been completed.
The corresponding dates (first response date and completion date) are calculated based on these periods and with reference to the service profile in the service process, which was created with reference to the contract.