After Maintenance Services
SAP Support Journey
Levels of Incidents
L1 - First Line of Support
Description
This support level receives inbound requests through channels like phone, Web forms, email, chat, or other means based on the documented agreement with the Client. L1 support typically includes individuals that have very limited technical expertise.
Support Process Detail
L1 support logs, categorizes, prioritizes, tracks, and routes:
- Incidents reported by users.
- alarms raised by monitoring tools.
Escalation Matrix
L1 personnel will typically escalate to an L2 resource and follow documented escalation procedures, again, like following a cookbook recipe.
Skill Level
Depending on the vendor, L1 technicians will have from 0 to 4 years of prior relevant experience. At SAPCHA, L1 engineers generally have at least 2 years of prior relevant experience.
L2 - Second Line of Support
Description
These technicians have more experience than L1 support technicians and manage incidents raised by the L1s or as agreed in documented SLA (Service Level Agreement) timelines.
Support Process Detail
L2 technicians follow documented processes and workflows provided by Clients or higher level support representatives, vendors, product management, etc. They are expected to escalate to the L3's when documentation is insufficient to complete the tasks or do not solve the incident. L2s usually have and maintain a Run-Book which they can use for immediate resolutions.
Escalation Matrix
L2 personnel collaborate with any other support or dependency groups in case the incident has a linkage to other support personnel or outside vendors. L2 engineers will typically escalate to an L3 resource and follow documented escalation procedures.
Skill Level
At SAPCHA, L2 engineers generally have 4 or more years of experience on a specific technology platform (e.g., Windows servers, Oracle Database, etc.).
L3 - Third Line of Support
Description
L3 technical experts resolve issues that are typically difficult or subtle. L3 engineers participate in management, prioritization, minor enhancements, break fix activities, problem management, stability analysis, etc. These support leaders have specific, deep understanding and expertise.
Support Process Detail
L3 engineers are proactive in nature, identifying problems in advance and looking for continuous service improvement opportunities. If a fix involves a major enhancement or a development, then the problem is transferred to engineering or development teams.
Escalation Matrix
L3 engineers may have root or administrator access to basic systems. L3 engineers are at the top of the hierarchy. Any issue which cannot be resolved by them will be escalated to product vendor.
Skill Level
At SAPCHA,L3 engineers generally have 8 or more years of relevant experience.
Defect Criticality
P1 - Critical
Description
Any defect/issue that impacts company's commercials/business directly. This generally occurs in cases when an entire functionality is blocked
Example
- Sales order is not being generated.
- Billing cycle has stopped.
RESOLUTION TIME
This issue needs to get resolved in 5 hours.
ROOT CAUSE ANALYSIS
The root cause analysis for this issue would be provided in 18 hours .i.e. after two working days.
P2 - Medium
Description
Any defect/issue that impacts company's commercials/business directly but a workaround exists. This generally occurs in cases when a new piece of code or configuration is applied.
Example
- Bank statement is not being generated properly but it can be posted manually.
- Idoc postings are failing but it can be re-triggered manually.
RESOLUTION TIME
This issue needs to get resolved in 18 hours .i.e. two working days.
ROOT CAUSE ANALYSIS
The root cause analysis for this issue would be provided in 45 hours.i.e. after five working days.
P3 - Low
Description
Any defect/issue that impacts company's commercials/business in-directly but an easy workaround exists. These are minor problems, such as failures at extreme boundary conditions that are unlikely to occur in normal use, or minor errors in layout/formatting.
Example
- Layout form needs minor modification which is not business impacting.
- Certain custom programs/batch programs are taking more time than expected.
RESOLUTION TIME
This issue needs to get resolved in 45 hours .i.e. five working days.
ROOT CAUSE ANALYSIS
The root cause analysis for this issue would be provided in 90 hours .i.e. after ten working days.