Solution : https://service.sap.com/sap/support/notes/90835 (SAP Service marketplace login required)
Summary :
To expedite a Customer Message with SAP Support, customers should prepare for escalation by being ready to discuss the business impact of the issue. The process involves providing clear details about the severity of the issue in both productive and test/development environments. For productive systems, details such as user impact, manual workarounds, and duration of the problem are necessary, while for test systems, information regarding project plans, GoLive dates, and potential showstoppers should be prepared. Customers must prioritize messages if multiple issues exist, provide contact information, and contact their Customer Interaction Center as outlined in Note 560499. The Escalation Team will then evaluate whether the situation merits higher priority support based on provided information.
Key words :
critical incident management reason, core business severely affected, issue affect golive date, extensive manual workaround, work phone number, cell phone number, e-mail address, - test/development system, support personnel fully, customer interaction center
Related Notes :
| 1281633 | Speed Up Processing of a Customer Message |
| 560499 | Global Support Customer Interaction: Telephone/fax/e-mail |
| 376997 | BW customer messages with priority 1 (very high) |
| 67739 | Priorities of problem messages |