APO DP support levels

[Former Member]

Hi guys i need to know i am in Level 2 support project how much time will i get to resolve the ticket and is there any configuration is done to resolve the ticket or its just functional solution.

[rupesh_brahmankar3]

Dear,

It depends upon the SLA between customer and service provider. And it depend upon the priority of ticket Normal can have 5 days Urgent 2 days and Very urgent 2 Hrs like that.

If any config related tickets are there then SLA can be flexible as per actual duration required beacuse it required migration and testing too.

So please refer your SLA in this regards.

Regards,

R.Brahmankar

[Former Member]

thanks rupesh but lets say i want to resolve the ticket do i have to do any configuration if i do is it done in DEV or whats the process sorry i am kinda new

[Former Member]

and also if i cannot resolve the ticket what is the next step?