SLA-INT-009DraftSLA ManagementOPEN-DECISION
SAP ERP — Standard service level agreement
Draft agreement awaiting approval. Numeric targets are unconfirmed and flagged as open decisions.
No SLA clock applies to this object type. Timeliness is tracked against the plan date.
- Owner
- Sara Al-Otaibi — Digital Services
- Requester
- Not applicable
- Service
- SAP ERP
- Configuration item
- Not linked
- Created
- 2026-06-18 09:00
- Last updated
- 2026-07-25 11:00
- Confidentiality
- Internal
- Next step
- Targets must be confirmed before the agreement can be routed for approval.
This persona holds no action authority at the current stage.
Unavailable to this persona: Submit for approval (Service / Process Owner, Administrator)
Numeric targets and pause rules are not approved.
Required action: Business decision required before this agreement can govern live records.
Authorised role: Service owner and IT Governance Committee
Lifecycle
Stage, owner, and entry criteria as documented.
- DraftCurrent stage
- NegotiationNot yet reached
- ApprovalNot yet reached
- ActiveNot yet reached
- ReviewNot yet reached
- SupersededNot yet reached
Agreement
- Agreement type
- Internal SLA
Targets
- Proposed response target
- 60 minutes — OPEN-DECISION
- Source: OPEN-DECISION
- Proposed resolution target
- 24 hours — OPEN-DECISION
- Source: OPEN-DECISION
- Pause policy
- Not yet agreed
- Source: OPEN-DECISION