on 12-24-2014 7:01 AM
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
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
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Thanks to all.
Thread closed.
BR
Saurabh
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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.
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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.
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.
Actually now it is a festival time of Christmas. You may need to wait some more time.
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