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Question regarding SAP support

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How long should it take SAP support to acknowledge a "message" sent reporting a problem? Does it matter what the priority is?

I reported a problem on 23 September. I have called twice to follow-up. Each time Support staff have updated information on the message, however the message status is still "Sent to SAP".

Is this actually an acceptable level of support at SAP?

October 27, 2008 at 19:09 PM
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October 27, 2008 at 16:16 PM

Dear Mark,

Please by using the integrated mail system, send me the message number, i'll check what's happening here.

Thanks and Best Regards,

Luis

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