Helpdesk Response Times [DONE!]

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firesword
Posts: 159
Joined: Wed Feb 14, 2007 3:24 am
Location: Bulgaria

Helpdesk Response Times [DONE!]

Post by firesword » Thu May 22, 2008 6:45 am

Hi folks,

Does anybody know the response times for the
Low
Medium
High
Very High
priority when you send a customer message, and request help.
I can't find any information in the SAP sites and SAP notes.
As far as I know for Low is a few days and for Very High is
a few hours, but I need to know exactly!

10x in advance
Last edited by firesword on Fri May 23, 2008 2:54 am, edited 1 time in total.
SAPCAR GUI
http://scn.sap.com/blogs/firesword/2012/04/18/sapcar-gui

wilhitern1
Posts: 135
Joined: Thu May 15, 2008 4:25 pm
Location: Butterball LLC., Goldsboro, NC, USA
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Re: Helpdesk Response Times

Post by wilhitern1 » Thu May 22, 2008 10:03 am

There are no guarantees. It depends on who you are (ie who you are working for) and what area your request requires a response from. I've been and ABAPer, Basis guy, and functional guy. I've been a consultant and worked as permanent hire for large and small companies. I've made requests in half of the modules over my 11 years in SAP. I say this not to brag, but to explain why my answer might be different for m that of others. Others will will try to give you a fixed answer.
  • Very High should always be within 1 hour. You may not however leave your phone to go to the bathroom because if you miss the call then you are immediately demoted to High. No Joke! Been there, Done that.
  • High is usually answered in between 4 hours and 4 days. I have had a High wait for 6 weeks to receive it's first answer. And I sent reminders every two weeks at that!
  • Med is usually answered between a week and 2 weeks. My worst case is that SAP deleted the message because it had seen no action for 3 months.
  • Do we need to bother with Low? Yes, I actually do use low when I am just interested in the answer but don't really care if I get an answer or not.
If you have a third party provider who must review your question (your company is too small to deal with SAP directly) double the time expectation. Some of the Basis areas give really excellent service. Some of the functional areas are really slow. There seems to be problems with the specialist taking off for vacation and your request languishing. It's a very mixed bag. But when you get good help, you really get GOOD help! They've really impressed me sometimes.

HTH,
Neal Wilhite (WilhiteRN1)Image

firesword
Posts: 159
Joined: Wed Feb 14, 2007 3:24 am
Location: Bulgaria

Re: Helpdesk Response Times

Post by firesword » Fri May 23, 2008 2:51 am

wilhitern1,
thank you for the most complete answer!

Every word was precious :)
10x once again and good luck 8) :mrgreen:
SAPCAR GUI
http://scn.sap.com/blogs/firesword/2012/04/18/sapcar-gui

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