supporting

[shankar_sap3]

can anyone tell the process of supporting?

[Former Member]

HI,

the support porcess start the below mentioned way

1. Once you have recived the ticket from the client or your project manager ticket is assigned to u, once its is assigned based on the priorty you have to send the intial repose and to try to reolve the issue.

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

Comming to the server part.

You will be anyalyzing the issue and give the soultion to the end user he will do the necessary master data changes if its required or elese entered worgly the required inputs.

If its configuration related to the issue.

You will be the doing issue related the business process replicated in the development server and once its is working fine the request will be moved to quality then end user will be testing once its ok they will transport the request to the producation system.

Thanks.

Vasu

[Former Member]

HI

Support process is follow the below mentioned way .

If your getting any issue from the client you should respond the based on the priority of the tickets.

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

Related to the issue you have to anylyisze and give the solution. the same related to the issue you will replicate the business process and do the testing in the devlopment system

If its configuration changes is required you have to do the iguration setting in the development.

Once its working fine related the issue you will transport to the qualtiy system

Qulaity also tested and it is working fine and the release the transport request to the productive system.

Depends on the clients they will give the authorization on production system also in disply mode to analyze the problem

Thanks

Vasu

[shankar_sap3]

in which server we have to solve the issues?