I agree with the above post. In most of the projects where first line support is outsourced, consultants need to have this authorization. You can also apply what kind of requets they can create as well.
It really depends between the support provider and the client. We do the configurations and SE09/SE10 for one of our client and for one another client we just make a documentation and provide the process how to configure the changes. These prescribed changes will be done by there internal team.
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