on 03-29-2010 10:34 PM
What is L2 and L3 tickets in SLA
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
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