When contacting your Local Customer Interaction Center (CIC) please have the following information prepared. With this information, the CIC/Sap Support team will be able to evaluate the priority of the case and will also be able to accelerate the processing of your case.
Please note: In case of a production down situation or a system outage please submit a case with Very High priority.
In answers, we need to provide detailed information giving as many facts and figures as possible.
Production System
- Is the production system down?
- Which SAP product is affected?
- Which business processes are affected, e.g. Payroll, Reporting?
- Are users affected?
- If yes, how many are affected, and how are they affected in their daily tasks?
- Is there a workaround in place?
- If yes, how effective is the workaround?
- Are there upcoming deadlines that could be affected by the issue?
- If yes, please state the details of those deadlines and the consequences if they are not met.
- How long has the customer been affected by this problem?
- Is the situation deteriorating?
- Are suppliers and/ or your customers affected by this issue?
- Is there a financial loss due to this issue?
- If yes, please quantify.
- Any other details of the impact this issue is having on your business?
Test/ Development/ QA System
Does the problem affect a project?
if the answer is YES
- What is the planned go-live date for production?
- What are you going live with (SAP Product Version, Support Package, Patches)?
- Is this issue a showstopper?
- Which stage of the project are you working on?
- Please detail the milestone dates of the project.
- What are the consequences if any of those dates are missed? Please detail.
- Is the entire project at a standstill or can you continue to work on other sections?
- How many members of the project team are affected? To what extent?
- How many consultants are affected? To what extent?
- Please quantify any financial loss you are experiencing.
- Any other details of the impact this issue is having on your business?
If its NO
- What are the consequences of this issue?
- Is there a workaround in place?
- If yes, how effective is the workaround?
- Any other details of the impact this issue is having on your business?
What the customer/SAP Consultant must do to ensure prompt processing of cases with the priority "very high":
- Remote access to the relevant system must be ensured.
- A contact person must be designated for opening the system who must be available and can provide the required logon data.
- A contact person must be available to provide information about the problem.
- The contact person should be reachable under the provided phone number.
- The problem should be described in as much detail as possible: The case should contain instructions about how to simulate the problem.
- To ensure 24/7 processing, the case must be written in English.