The Service Level Agreement (SLA) determination procedure in SAP S/4HANA is a mechanism used to automatically assign the correct service and response times to a service transaction. The procedure's primary function is to determine two key master data objects: the Service Profile and the Response Profile. The Service Profile defines the planned duration for the execution of the service. The Response Profile defines the timeframes for reacting to a service request, such as the time until the first response or the time until completion. These two profiles are the core components that contain the time-based parameters of the SLA.

C. Service contract: A service contract is a common source for SLA determination. The procedure can read a contract to find the agreed-upon profiles, but the contract itself is not a direct component of the procedure's configuration; the profiles are.

D. Service organizational unit: A service organizational unit can be used as a criterion in the condition technique (access sequence) to find the correct SLA, but it does not define the SLA time parameters itself.

1. SAP S/4HANA Help Portal

Service

Service Contract Management

"Service Level Agreements (SLAs)":

"SLA determination is used to determine the service profile and response profile for a service transaction item... The system determines the service profile and response profile using the SLA determination procedure that is assigned to the transaction type." This documentation explicitly states that the procedure determines the Service Profile and Response Profile.

2. SAP S/4HANA Help Portal

Service

Basic Functions

"SLA Determination":

"You can define different reaction and service times for your services. You do this by creating response profiles and service profiles... The system uses the SLA determination procedure assigned to the transaction type to determine the service profile and response profile." This section clarifies that the profiles are the objects containing the time definitions and are the target of the determination procedure.