SAP Case/ticket Escalation Procedure when need a response on high Priority or there is no response on the ticket raised.

Reason and Prerequisites

The following note applies to all SAP customers.
It is designed to inform you of the formal case escalation process to follow when your problem/issue is not a production-down situation (“Very High” priority); but there is a significant enough business impact to justify an increased focus on case processing.

Solution

To escalate your case please ensure that it has already been raised from “Low” or “Medium” priority to “High” priority. 

For “High” priority cases please be sure you have provided the following information regarding the business impact:

Production Systems

1. Is there an acceptable workaround?
2. Is core business functionality severely affected?
3. What is the anticipated financial loss to the business due to the issue in question?
4. How many users are affected?
5. How does this issue affect the GoLive date?

 

Pre-Production (Dev/Test/UAT) Systems:

1. Is there an acceptable workaround?
2. What is the anticipated date of release to the user community?
3. Will this issue delay the scheduled release date to the user community?
4. What is the anticipated financial loss to the business due to the issue in question?
5. How many users are affected?

When escalating more than one case please prioritize starting with the most critical.
Please include all forms of contact for the person who will work the case (work/mobile phone, email) along with hours of availability.

After updating the case notes please call the CIC hotline to request an escalation of your case.  

CIC hotline phone numbers are found in SAP Note 560499.