SAP Service Level Agreement Compliance 
InfoCube: 0SM_ESRSL
This InfoCube contains the number of customer support messages with priority 1 and 2 (as defined in the Service Level Agreement) over time. It also collects data of actual compliance with initial response times for handling these customer support messages and with corrective action response times for Priority 1 customer support messages. You can use this InfoCube to measure the compliance with the Service Level Agreement by comparing the actual data to the guaranteed compliance level.
For more information about support message handling and Service Level Agreement , see the SAP Enterprise Support scope description in the SAP Service Marketplace, under 
http://support.sap.com/support-programs-services/programs/enterprise-support.html
.
Data Modeling
Object Type | Name | Technical Name |
|---|---|---|
InfoObject | Calendar Day |
|
InfoObject | Calendar Year/Month |
|
InfoObject | Calendar Year/Quarter |
|
InfoObject | Calendar Year/Week |
|
InfoObject | Calendar Year |
|
InfoObject | Change Run ID |
|
InfoObject | Corrective Action Response Time Compliance |
|
InfoObject | Maintenance Contract Number |
|
InfoObject | Maintenance Contract Type |
|
InfoObject | Commerical Installation |
|
InfoObject | Counter |
|
InfoObject | Customer Number |
|
InfoObject | Customer Name |
|
InfoObject | Description |
|
InfoObject | Installation Number |
|
InfoObject | Installation Name |
|
InfoObject | Initial Response Time Compliance |
|
InfoObject | Service |
|
InfoObject | Current Maintenance Status |
|
InfoObject | Initial Priority Key |
|
InfoObject | Initial Priority Text |
|
InfoObject | Priority Text |
|
InfoObject | Priority Key |
|
InfoObject | Customer Support Message Priority |
|
InfoObject | Quarter |
|
InfoObject | Ramp-up Flag |
|
InfoObject | Service Type |
|
InfoObject | Non SLA Compliance Messages |
|
InfoObject | SLA Relevant P1 Messages |
|
InfoObject | SLA Relevant P2 Messages |
|
InfoObject | SLA Relevant Messages |
|
InfoObject | Customer Message Status |
|
InfoObject | Record type |
|
InfoObject | Request ID |
|
InfoObject | Admin Extractor |
|
InfoObject | Admin Main Extractor |
|
InfoObject | Time (yyyyMMddhhmm) |
|