SAP Business One Accelerated Implementation Program Service Level Agreement

SAP Business One Service Level Agreement

Customer Name

Customer Number

Installation Number

Partner Name

Partner Number

Date
SAP Business One Accelerated Implementation Program Service Level Agreement

Operational Responsibilities

Indicate whether the customer or partner is responsible for the following operational tasks:

Task Customer Partner

User Management
License Management
Backup Activities
Restore Activities
Upgrade
Patch Implementation
Print Management
Document Layout Design
Query Development
Network and System Management

Support

Specify the support hours and response time for support calls.

Weekdays Weekend
Support Hours
Response Time

© SAP AG 2011 2
SAP Business One Accelerated Implementation Program Service Level Agreement

Partner Services

Include the services that the partner offers:

Services Offered?
Training
Remote Administration – SAP Business One
Remote Administration – OS - System
Remote Administration – Database
Remote/On-Site Consulting
Remote/On-Site Upgrade
SAP Remote Support Monitoring
Escalation Contact
Training for third-party add-on solution
Remote Support for third-party add-on solution
Call Center for third-party add-on solution

By signing below, the parties agree that the information in this document is correct.

<Customer> < Partner>

Signature: ______________________________ Signature: ______________________________

Name: ______________________________ Name: ______________________________

Company: ______________________________ Company: ______________________________

Position: ______________________________ Position: ______________________________

© SAP AG 2011 3