Activities involved in Support Project

Level – 4 Ticket
Support:
Support is solving the issues raised by the clients who already implemented SAP.

Whenever a support partner get’s a new project, both the client and support partner will enter into an
agreement, which is called as SLA (Service level agreement).

In SLA, as a consultant we should know the information of priority of issues.

Generally, issues are classified into 3 categories.

1. High Priority – 4 Hrs (Issue stopping the business process, e.g., GR Process)
2. Medium Priority – 24 Hrs (Issue occurring in PO creation)
3. Low Priority – 48 hrs (Issues arising while creating PR)

Other information we should know from SLA is change request.

Change Request: - If client is requesting any new change or a new configuration for which there is no
present configuration in the system, then we treat it as change request. Whenever we get change request,
we need to prepare change request document.

This document consists of:

Issue description (Ticket details).
Expected solution
Approximate efforts
Functional man days 15 days
Technical man days – 10 days
After preparing change request document we need to send this document to superior for review, after review
we send this document to core user for approval, after approval we start working on the issue.

KT process: - When the consultants go to client place for KT process. Core users will hand over the
configuration document to consultant. Consultant has to go through the configuration document and
simultaneously do the system study in development server. After system study consultant has to prepare an
understanding document. After understanding document is prepared consultant has to give reverse KT to core
users.

Ticket cycle process:

In day-to-day business transactions End users will get the errors. Whenever he gets the error, he will send the
mail to help desk where core users will be available. Core user will try to solve the errors if it is configuration
issues. Then he will log the ticket into the ticket tool along with priority of issues. After placing tickets in
ticketing tool, mail will be sent to support partner co-coordinator. Co-coordinator will open the ticketing tool
and analyze the ticket and allocate the tickets to relevant consultant. Then the mail will be sent to consultant.

The basic responsibility of a consultant once he receives the ticket is, send acknowledgement to core user and
end user. After acknowledgement he will go to pre-production server and try to do the same what end user is
trying to do in production server then he should also get the same error in pre-production. Because
pre-production server is mirror image of production server. After getting error we analyze it and we go to
development server and do the necessary configuration and transfer the request from development to quality
server and ask the core user to test it and confirm. After confirmation we transfer the configuration from
quality to production server.

Status of Tickets:
When we receive the ticket, the status is open, after acknowledgement it will change the status from open to
being process. If We send a mail to user requesting for some more information then we change status to
waiting for information. Once we receive the required information then again, we change the status to being
process. After completion we send a mail to user to test it and confirm, then we change status to waiting for
confirmation. After user confirmation we change the status to close.

Issues Resolution document: - After solving the issues consultant has to prepare Issue Resolution document
that is kept in the repository for further use in future.

Issue resolution document consist of:

✔ Ticket number
✔ Ticket Date
✔ Ticket description
✔ Solution description
✔ Core user description
✔ Consultant description

Consultant role in weekly meeting in support:

List out all the issues which are in pending and discuss on each and every issue in Weekly meeting.