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Tickets

Former Member
0 Kudos

What is L2 and L3 tickets in SLA

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
0 Kudos

Hi Annad,

SLA are treated below basesd on priority:

Priority Initial Response time Resolution time

Very High 15 min 4 hrs

High 15 min 24 hrs u2013 1 day

Medium Before End of the Shift 72 hrs u2013 3 days

Low Before End of the Shift 168 hrs u2013 4 days

Request Before End of the Shift 336 hrs u2013 5 days

OR

L1- cretical issue treated as L1 and this type of issue are supported from sap

L2- not cretical issue this can be resolved from the support consultants

Thanks,

Vasu

Answers (0)