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.

How SAP consultant can speed Up the Processing of a Case/ticket raised with the SAP Support team?

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":

1. Remote access to the relevant system must be ensured.
2. A contact person must be designated for opening the system who must be available and can provide the required logon data.
3. A contact person must be available to provide information about the problem.
4. The contact person should be reachable under the provided phone number.
5. The problem should be described in as much detail as possible: The case should contain instructions about how to simulate the problem.
6. To ensure 24/7 processing, the case must be written in English.

 

Different Priorities of problem cases/tickets raised with the SAP Support team.

It is very important to know which ticket should be created based on the criticality of the issue/error in SAP Systems. SAP has defined the following priorities for problem cases:

1. Very high:

           A case should be categorized with the priority "very high" if the problem has very serious consequences for normal business processes or IT processes related to core business processes. Urgent work cannot be performed. 

This is generally caused by the following circumstances:

 - A productive system is completely down.
 - The imminent system go-live of a production system or upgrade of a production system can't be completed.
 - The customer's core business processes are seriously affected.
 - And for each circumstance, a workaround is not available.

           The case requires immediate processing because the malfunction may cause serious losses.
 
           In case of a go-live or upgrade, the reason to delay the go-live or upgrade must be one that would cause serious losses if not resolved before the go-live.

           A case can be classified with priority ‘very high’ in case of severe security vulnerability or cyber attack or in case of an event relevant for a data notification breach event.

2. High:

           A case should be categorized with the priority "high" if normal business processes are seriously affected. Necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the SAP system that are required immediately. For example; users cannot access the system, a go-live cannot be completed, users complete data is not accessible, etc. 

           The case is to be processed as quickly as possible because a continuing malfunction can seriously disrupt the entire productive business flow.

3. Medium:

           A case should be categorized with the priority "medium" if normal business processes are affected. The problem is caused by incorrect or inoperable functions in the SAP system.

4. Low:

           A case should be categorized with the priority "low" if the problem has little or no effect on normal business processes. The problem is caused by incorrect or inoperable functions in the SAP system that are not required daily or are rarely used.

Maintenance schedule for SAP Support Systems like SAP Support Portal, SAP Service Marketplace, ONE Support launchpad etc.

 Reason and Prerequisites

Downtime and Workaround

Solution

The SAP support systems are available 24 hours, 7 days a week. The only exceptions are the maintenance dates.

Emergencies or critical problems may result in unplanned unavailability or maintenance work. SAP can offer you limited support during that time.

For Hotline phone numbers, see SAP Notes for more details  560499 and 16481.

To request support for technical issues or to report an error, please choose from one of the following options:

• Create a customer case via SAP for Me > Get Support
• Chat with a Product Support Expert via SAP for Me > Get Support  
• Book an appointment with a Product Support Expert via SAP for Me > Get Support 

Please note: A valid S-user ID and password are required to use this service.

For more information about any of these services, please visit https://support.sap.com/en/my-support/product-support.html

We therefore recommend that you refrain from planning an upgrade or other critical conversion projects on these maintenance dates.

SAP maintenance dates 2024

=====================

Wave1 Thursday, January 18, 2024

Wave2/Q1 Saturday, February 24, 2024

Wave3 Thursday, April 11, 2024

Wave4/Q2 Saturday, May 25, 2024

Wave5 Thursday, July 11, 2024

Wave6/Q3 Saturday, August 24, 2024

Wave7 Thursday, October 10, 2024

Wave8/Q4 Saturday, November 16, 2024