Sap Concur Service Level Agreement

As businesses grow and expand, managing employee expenses can become a time-consuming and complex task. This is where SAP Concur comes in. SAP Concur offers a comprehensive travel and expense management solution designed to simplify and streamline the expense management process.

One of the key features of SAP Concur is its Service Level Agreement (SLA) which outlines the level of service customers can expect from the company. The SLA sets out specific targets for service availability, incident response and resolution times, and customer support.

Service Availability

SAP Concur guarantees a minimum of 99.9% service availability, meaning that users can access the system for at least 99.9% of the time in any given month. This translates to a maximum of 43.2 minutes of downtime per month. However, SAP Concur aims to achieve even higher levels of availability, and their historical uptime record exceeds their target of 99.9%.

Incident Response and Resolution Times

In the event of an incident, SAP Concur`s target response time is 30 minutes for priority incidents and 60 minutes for standard incidents. Priority incidents are defined as those that have a significant impact on the user`s ability to use the system, such as a total service outage, while standard incidents are those that have a less significant impact, such as a minor issue with a feature or function.

SAP Concur`s target resolution time is 48 hours for priority incidents and 72 hours for standard incidents. These targets apply to incidents that require SAP Concur`s involvement to resolve, rather than those that can be resolved by the customer.

Customer Support

SAP Concur provides customer support via phone, email, and web chat, 24 hours a day, seven days a week, 365 days a year. The company`s target response time for customer inquiries is two hours, and they aim to resolve issues within 24 hours.

In addition to these targets, SAP Concur also provides regular updates to customers during incidents via their support portal. This ensures customers are kept informed of progress and can plan accordingly.

Conclusion

SAP Concur`s Service Level Agreement sets out clear targets for service availability, incident response and resolution times, and customer support. These targets give customers peace of mind that they can rely on SAP Concur to provide a reliable, efficient, and effective expense management solution. As a result, businesses can focus on their core operations, confident that employee expenses are being managed effectively.