SMP
messages are kind of communication channel between SAP support organization and
SAP’s customer. The aim is to support customers within their problems with SAP
applications. Customer reports problems via SMP
under /message link. There are 4
priorities (see below) defined from which customers can choose according
problem’s severity. After submitting support message you may wonder what is the
duty time range within SAP should respond. Please notice that this time may
differ per particular contract between SAP and customer. Also if customer is
using e.g. max attention product -> times may differ. However times
specified below can serve as general guideline.
So to make it short the initial respond times/update
periods and response goals are follows:
Priority
Severity Initial Response Update period Response goal
------
--------- --------------- -------------- ---------------
1
very high 60 minutes 4 hours 2 days
2
high 4 hours 1 day 4 days
3
normal 8 hours 2 days 8 days
4
low 16 hours 4 days 16 days
For details see
following SAP notes:
1 comment:
I completely agree that messages do lays an important role between an organization and customer as they act as a communication medium between both these identities. So there should be a proper and error free processing of these messages.
sap support pack stacks
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