Support message very high priority

[#1]

Hi,

I'm working in a VAR SAP at Solution Manager SP17.

1.- The SAP support message with high priority should be attended by me or by SAP if this SAP support messages is sended during working hours?

1.- The SAP support message with high priority should be attended by me or by SAP if this SAP support messages is sended out working hours?

Please, could you help me?

Thanks and Regards,

Tomas.

[Former Member]

Hello Tomas-

Depending on the situation (ie, production client, loss of business, etc) the message may have different response times. Generally, if the message is high priority it will be responded to very quickly, regardless of working hours or not.

SAP provides 24x7 support for their software and, depending on your service agreement, you should receive a response within a few hours or up to 12 hours for high priority cases.

So, if you have an issue with a sandbox system, not affecting business, your response would take longer than a production system severly cripling business/sales.

Thanks!