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S AP OS S SUP PO RT P ROCES SES SAP Active Global Support is a global organisation with more than 3000 employees worldwide and has a twotier support structure: Primary Support (located in Global Support Centres) Calls logged in the UK and Ireland are distributed amongst a pool of support consultants across several countries and, in some cases, two continents. This enables SAP to bring a greater depth and breadth of experience and knowledge to the resolution of support messages than would be available from the resources of a single subsidiary. Development Support Messages and issues that cannot be resolved within primary support are passed to Development support, which is manned by Development Centre staff, i.e. the authors of the software. Calls will be routed to the Development Centre for the appropriate component, irrespective of location. Global Support Customer Interaction (GSCI) The SAP Global Support Customer Interaction (GSCI) handles all product related queries and requests, including go live monitoring, escalating messages and booking standard support services. In the first instance, any query or issue needs to be logged as a message. Once this has been raised, the customer is able to get clarification or request status changes by contacting GSCI on: United Kingdom Republic of Ireland +44 (0)870 608 8000 +353 (0)1 855 8034 C R E A T IN G A S UP PO R T M E S S AG E (O SS ) The SAP support message is an electronic text record of a problem or an issue logged by a customer. Once a support message has been created, all actions relating to that message are logged as extensions of the message, thereby acting as a definitive record of the issue. All support messages are maintained in a worldwide SAP system which minimises duplication of effort by ensuring worldwide availability of the resolutions in the form of SAP notes. Contents of a New Support Message When logging a support message, please include the following information: • • • • • • • • The name, telephone and fax details of the contact person at your site The priority corresponding to the problem description (see below) Whether the situation is occurring in a development, test or production system The SAP software release, database release, operating system and hotpackage level The SAP component in which the problem is occurring Menu path or transaction where error occurred, as well as program name Advise sequence of customer’s actions, including values of the relevant input fields, that were executed Any error message text and the error message number, or values of result fields
Although customers always determine the priority of problems logged. under what conditions does it occur. please contact the GSCI and provide the business impact.g. e. To escalate a message. High Priority Used for situations where you suffer severe loss of functionality. or you intend to go live within the next day and this issue will prevent you from going live. An escalated message receives higher visibility within the Global Support Organisation in order to highlight the critical nature of the issue. SAP provides guidelines for your consideration. most commonly the reasons include production endangered. or a non-business critical function is not performing properly. If escalated. Message escalation is judged on a case-by-case basis. to ensure we meet the needs of all our customers effectively: Very High Priority This priority is reserved exclusively for situations in which your production system is down.SAP OSS Support Processes • • • • How long has this error been occurring. whether you can replicate the situation. depending on the impact this has to your business. including notes found (and applied) to avoid a repeat sending of the notes by SAP A priority rating of this issue for you. Low Priority Used for service or information requests. whether it has occurred before. or the issue has little effect on normal business transactions. This is known as message escalation. United Kingdom Republic of Ireland +44 (0)870 608 8000 +353 (0)1 855 8034 2 . addition of users. Medium Priority You have identified a program error but processing can still continue. the message will be monitored until resolution. and any changes recently made to your system. Indicate if there are any update terminations (SM13) or a short dump (ST22) Details of any analysis you have done prior to contacting SAP. but the system remains operational. the issue is causing significant business impact. live date endangered. etc. The request will then be considered based on the individual case and information provided. S UP POR T M E S S AG E (OSS ) ES C AL ATIO N Occasionally it may become necessary to increase the priority/attention a particular OSS message receives. S UP P O R T M E S S AG E P RI O R I TI S A TI O N The speed of response to your problem will be determined by the priority.
SAP may require assistance from you. we expect customers to also be available to work with SAP if necessary. using the priority Very High.com Republic of Ireland 3 . whether it is in the form of a remote connection or clarification of some information provided. As SAP provides around-the-clock support for critical issues. If you are unable to log a message. using a ‘follow the sun’ principle.SAP OSS Support Processes EM ER GE NCY 2 4x 7 S UP POR T SAP provides 24x7 support via the global support structure. with all relevant details. If we cannot reach you. Should you experience a critical situation outside standard business hours. the priority of your message will be reduced to ‘high’ and returned to you for processing on your next business day.com Tel: +353 (0)1 855 8034 Email: support.ireland@sap. you can contact the GSCI. you can receive assistance by raising an OSS message.uk@sap. HOW TO CO NTAC T SA P A CTIVE GL OBAL S UP P ORT United Kingdom Tel: +44 (0)870 608 8000 Fax: +44 (0)870 608 8050 Email: support.