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Question regarding SAP support

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?

replied

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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