3407344 - S/4HANA Service : Service Level Agreement

The Service Levels assignment block is available in the following master data

• Service contracts
• Service product items and products
• Business partners (sold-to party)
• Service organizational units

Any other requirement (e.g. SLA from vendor or based in any other object) can be achieved using the BADI CRM_SLADET_BADI to determine the SLA profile and BADI CRM_SRV_SLA_CALCTIME in case you need any special calculation.

and can be used in SLA determination to assign the correct service profile and response profile to service request transactions such as service requests. However, it's difficult to find the places where the SLA can be updated.

SAP S/4HANA

KBA , CRM-BTX-SRQ-SLA , Service Level Management , CRM-S4-SRV-SVO , S4CRM: Service Order , CRM-S4-SRV-CTR , S4CRM: Service Contract , CRM-S4-SRV-SRQ , S4CRM: Service Request , Problem