1st level - 2nd Level support

[Former Member]

Hi there,

from a generl question, can someone give me a good explanation on the differences between the 2?

and preferably with examples?

thanks

[Former Member · Accepted solution]

Hi

1st level support takes care of issues or tickets raised by the users ant these issues can be solved within the SLA (Srrvice Level Agreement) times.

2nd level support takes of all problem records which requires ABAP code changes and requires approval fro the business for the transportation of the code changes.

Regars

[Former Member]

Hello,

It depends upon the project. In normal cases, 1level support means, the ticket will be raised based on user's requests regaring some issue in SAP, which will be less in complication. The time frame for resolution will be less.

In 2nd level support, the complexeity will be more and probably the code change also be required. So this need to be addressed by senior people who can co-ordinate with ABAP and get the work done. The resolution time frame will be more for this.

some companies term it reversly also.

Prase

[Former Member]

Hi,

First Level Support isnothing but the support given in the Warranty peirod. that means, once after the implementation is done, i.e., after golive, normally there will be support for some time. The duration is project specific from 1 month to 3 months. This is called Warranty support or first level support.

Just after implementation, client wants to be there for some more time, to check whether the real time issues are occuring so frequtnlty or the implementation went succssfull. This support is normally given by the compnaies who implemented to that client.

Second level support is nothing but the support given after the warranty period. Example, An implementation to an org. A is done by a compnay C1, then after implementaion for some time C1 will continue to support (may be from 1-3 months) to check the implementation went well.

After this period is over, the client has his own choice to give support to some other, if the services for Compnay C1 is good, then he may continue with the same compnay, otherwise he may opt for some other for reguler support, say Compnay C2. This is called 2nd level support.

Hope this is clear

Reward if helpful

Thanks

Praveen