Severity levels in sap mm issues

Real time MM issues or u can say SAP Tickets are nothing but problems or issues raised by the end customer in a
company where end users are running SAP project.

When a Ticket is raised, it will be given severity. There are following severities. It may vary from company to
company.
Severity 1
Severity 2
Severity 3
Severity 4

The severity will be decided based on the business critical impacts. If there is large impact on the business it will be
given 1 severity, if it is having least impact then it will be given 4.

Severity 1 problem tickets should be solved in 8 hours.

Severity 2 problem ticket should be solved in 16 hours.
Severity 3 problem ticket should be solved in 15 working days.
Severity 4 problem ticket should be solved in 30 working days.

Again the no of days or time may vary from one company to another.

All these things will be decided when giving the contract to the IT Company. The agreement is called as "SLA".SLA
stands for Service Level Agreement.

For more check the link:

http://www.sap-img.com/general/what-is-maintaining-sla.htm

What Is Maintaining SLA - SAP Service Level Agreement

What is maintaining SAP SLA in production support?
SLA is an abbreviation for "Service Level Agreement". It means to have guaranteed reaction or
resolving times for incidents (= trouble tickets).
For instance you could have defined the following SLA levels For example:
Gold: Reaction time = 30 minutes, resolving time = 4 hours
Silver: Reaction time = 4 hours, resolving time = 24 hours
SLAs normally are part of a contract between a customer and a service provider.
Or in details description:
SLA are Service Level Agreements to resolve the tickets by the market. SLA means Service
Level agreement. It is the service agreement between a Company and a service provider. For
example an IT Organization providing support of SAP / other software / hardware has a
agreement. This can be for example categorized based on criticality of the incident. High
priority incident has to be resolved on 10 hours. Medium priority incident has a 3 days
time to resolve etc.
Another good example is when you encounter problems with the SAP ERP modules
e.g. If you are creating an OSS message reporting to SAP that you found a product bug, this
would be one ticket.
In regard to time frames this usually differs from SLA to SLA, e.g. if you raise a VERY HIGH
OSS message, SAP is supposed to react (start working) on that OSS within one hour.
Usually the higher the priority the smaller the reaction time and also maximum processing time
to resolve the problem is.
You would solve a ticket by analyzing the problem e.g. through debugging the example and
once you identified the problem making the appropriate coding changes to correct the issue.

Define service level agreement

SLA's are nothing but Service level agreements.
These are defined in project preparation phase and client would have made an agreement with
the company for the level of service. The SLA's are applicable in Production as well as
maintenance support projects. For example: if your company follows a ticketing process (a
ticket is nothing but an environment contains complete description of the problem which
contains Short description, problem, customer contact details, screen shots of the error etc.,) and
for each ticket there will be a severity for example business critical issues or problems may be
treated as high or top severitie's. In those case your company or your team has to deliver the
solution to the customer in agreed time limit or otherwise you might end up missing SLA's.
SLA's has two important time specifications
1. IPRT --- initial problem response time --- this is nothing but time taken to respond to the
problem.
2. PRT --- Problem response time ----- this is nothing but time taken to solve the issue or
problem.
Both IPRT and PRT will be different for different severities.