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OSS response time

former_member195427
Active Contributor
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Dear All,

I raised an OSS to SAP 4 days back with medium priority but I have not received any response yet. Can anybody please tell me what is the response time of an OSS with low, medium and high priority?

Thanks & Regards

Saurabh

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
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Saurabh,

Here is some info about your subject.

http://service.sap.com/sap/support/notes/67739

http://service.sap.com/sap/support/notes/1281633

http://service.sap.com/sap/support/notes/560499

Bottom line, SAP does not specify any response times, as mentioned by the other experts. They do, however, provide a method to escalate.

Although there is no fixed amount of delay specified on the SAP side,  there IS a specified period of time after which messages marked with 'customer action' will be AUTOMATICALLY confirmed (closed).

http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000692620&_SCENARIO=01100035870000000202&

Item one under 'Automatic Message Confirmation'

Best Regards,

DB49

Answers (3)

Answers (3)

former_member195427
Active Contributor
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Thanks to all.

Thread closed.

BR

Saurabh

JL23
Active Contributor
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You will not find anywhere a fixed number of days for any of these categories. I had incidents entered with low priority and got them solved and closed in just a day. I had medium categorized incidents that took more than 4 weeks to get the first time opened, and still one more week to get a reply.

If you have hundreds of incidents in the same group, then the new incident is just added at the end of the queue and has to wait until all others are taken care.

former_member195427
Active Contributor
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Thanks Jurgen. From service point, Microsoft takes 24 hours to repond on issues irrespective of their priority.

In SAP, if business delays/stops for a system bug in production environment then a customer expects timely reponse of his call because ultimately he is a customer and he himself is liable for ontime delivery to his customer.

JL23
Active Contributor
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If the business stops because of a bug, then the incident has to be classified as high and you can expect quicker response. I am not sure about which Microsoft problems you are talking, but any update from Microsoft hits me directly while in SAP I have  usually have a test system before something gets into production and affects the business processes.

Caetano
Product and Topic Expert
Product and Topic Expert
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Hello Saurabh

OSS processing times on this time of the year may be delayed due to the holidays and vacations.

If it's something really critical, you can call SAP Customer Interaction Center and ask a spped up. You can find the CIC contact numbers on note 560499.

BR

Caetano

former_member183424
Active Contributor
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Actually now it is a festival time of Christmas. You may need to wait some more time.

former_member195427
Active Contributor
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Thanks Dev. But is there any std. predefined response time for OSS issues?

former_member183424
Active Contributor
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No. It varies time to time..