What will happen if I keep raising Very High tickets in C4C?

[Former Member]

Hi experts

Since we are now live with C4C for our client, things like a certain standard feature not working (like the create new ticket button was missing right after the upgrade), I am always instructed by our management to raise Very High tickets.

There are times when the SAP support person will call me and tell me I shouldn't be raising Very High tickets because it does not comply to SAP support priority matrix.

What will happen if I keep raising Very High tickets? Take in consideration, I need to tell our management and our client the ticket raised is Very High to ensure them we're working on the issues immediately.

Will SAP support block me from raising tickets?

Thanks

[adrianlavan · Accepted solution]

Dear Denmar,

Please rest assured that you or any of our customers will never be blocked from raising incidents. SAP endeavours to ensure full product support and assistance to all our customers. However, to ensure complete cover to all our customers we have a categorisation policy on all incidents raised to ensure that critical issues (Very High) are dealt with immediately. Very high incidents are usually reserved for business down situations where the main processes of our customers business have stopped functioning and there is a clear business impact.

Please consult the following link to assist in the categorisation of incidents in accordance with our contract with customers.

https://wiki.scn.sap.com/wiki/display/BBD/Home?path=/display/AMI/Customer+Support

I hope this helps,.

Adrian