internal Global ERP domain - PowerPoint Presentation

1. internalGlobal ERP domainSAP Incident ManagementAndrea Naef, Global ERP Center of ExpertiseDoc. Ref. 9AAD135023 Rev I

2. SAP Incident ManagementNovember 2, 2021Slide 2SAP Support ProcessSAP Support OfferingsCustomer Incident ProcessMessage Escalation ProcessOverview

3. SAP Incident ManagementNovember 2, 2021Slide 3Upon occurrence of an incident related to our SAP landscape, ABB’s own support organization (superuser or keyuser, AMS provider) will search for a solution using the available KBA sources. https://support.sap.com/notesIf solution can’t be found, ABB’s support will open a Customer Incident at SAP using the Support Portal.https://launchpad.support.sap.com/#/incident/solution Product support at SAP solves issue and provides solution.If Product support can’t provide solution, incident will be handed-over to SAP Development Support. Proposed solution will be shared with ABB’s support organization. ABB’s support organization implements solution and closes customer incident.Use “Expert Chat” of “Schedule and Expert” functionality to get in contact immediately.SAP Support ProcessSupport Essentials: What every Customer should know about SAP Incident Processing

4. SAP Incident ManagementNovember 2, 2021Slide 4The customer service ticket (problem message) is in English, andThe customer has a suitably skilled English-speaking employee at hand so that the customer and SAP can communicate if SAP assigns the customer service ticket to an SAP support center in another country .Otherwise, SAP begins to work on customer service tickets as follows:Where the fault prevents operation: If a customer service ticket is entered in the system before 12 noon in the Local Business Time, work on it begins not later than the next working day; where a customer service ticket is entered after 12 noon in the Local Business Time, work on it begins not later than the day after the next working day .Where the fault significantly impedes operations, work begins on the customer service ticket reasonably soon – in the light of the severity of the impairment – after the customer service ticket is entered in the system.Other faults are corrected in the next release of the SAP Software.1 .3 .3 Global Message Handling (Troubleshooting)SAP provides support for the customer in response to customer service tickets (also known as problem messages) by providing information on how to remedy, avoid, or work around the problem. The primary channel is the support infrastructure provided by SAP. The customer can send customer service tickets any time, any day. All contacts working on problem solving can always track the progress status of problem messages (tickets).In exceptional circumstances the customer can also contact SAP by telephone. SAP can only provide support if the customer provides remote access in accordance with C.1 .3 .5 .Whatever day of the week they are entered, SAP will begin working on customer service tickets rated very high priority (for the priority definitions, see SAP Note 67739 ) with in 24 hours of receipt, provided the following conditions are satisfied:Support Offering: Product Support for Large Enterprises (PSLE)Mission Critical Support (excerpt from PSLE Software Maintenance Contract)This definition applies per default to all our SAP environments.

5. SAP Incident ManagementNovember 2, 2021Slide 54.5 SAP Service level 4.5.1 Service Level Agreement (SLA) In addition to the Product Support for Large Enterprise services as stipulated in the Agreement SAP offers only for the ActiveEmbedded Services supported installations as defined in Article 3 a Service Level Agreement for initial reaction time and a Service Level Agreement for corrective action as defined below (both referred to as “SLA”). The SLAs apply for all messages that SAP accepts as being priority 1 or 2 and which fulfill the prerequisites described below. To the extent the SAP Software contains products and/or software components licensed by SAP from a third party, SAP requires the respective support of such third party to meet the SLA’s. The time frames as specified in the table below shall commence upon SAP’s receipt of the message. Support Offering: Premium Engagement / ActiveAttentionPriority of Error Message Description (see SAP Note 67739 for detailed information) SLA for Initial Response Time SLA for Corrective Measures 1 Very high An error message is assigned priority 1 when the occurrence of the error seriously impacts Customer’s usual business processes and prevents urgent, mission-critical tasks from being performed. Immediate processing of the message is needed because the malfunction can cause serious losses. Such messages generally have the following causes:Failure of the entire system Errors in primary SAP system functions in the production system Extremely critical situations for Customer regarding SAP software upgrades and implementation of SAP software 1 hour7 x 24 hrs4 hours 7 x 24 hrs2 High An error message is assigned priority 2 when the occurrence of the error seriously impacts Customer’s usual business processes and prevents important tasks from being performed. Such errors are caused by faulty, non-executable functions in the SAP system that are a prerequisite for executing such transactions and/or tasks. Immediate processing of the message is necessary because the malfunction can have a serious impact on Customer’s overall business operations. 4 hours (local regular working hours)NoThis SLA is reserved for a defined number is critical systems only. For more information, please get in contact with ERP CoE

6. SAP Incident ManagementNovember 2, 2021Slide 6Incident CreationSearch for SolutionReport IncidentDescribe Issue in DetailReport AssistantIntelligent NotesComplete IncidentExpert ChatSchedule an ExpertSubmit IncidentReport Incident: https://launchpad.support.sap.com/#/incident/create Notes SearchNotes Search: https://support.sap.com/

7. SAP Incident ManagementNovember 2, 2021Slide 7Enter Incident Subject and provide detailed description of issue including full error message Step-by-step description including navigation and description of expected results (reproducible example)Upload Screenshots of error message and any other useful informationList all SAP Notes consulted unsuccessfully to solve issue Select correct priority of message (SAP Note 67739) List contact person(s) including phone and e-mail address, enable notification Open remote service connection Provide remote login data (SAP Note 508140)Search for solution in SAP Support Portalhttps://support.sap.com/or SAP Communityhttps://answers.sap.com/index.html or simply google the error http://google.com Login to SAP Support Portalhttps://launchpad.support.sap.com/#/incident/create Create Customer Message (Incident) containingCustomer number and system IDEnter Contact Person, update contact details (if required) Select Product Area (will start a dialog with Support Assistant)Enter SAP componentCreating Customer Message

8. SAP Incident ManagementNovember 2, 2021Slide 8Message PrioritiesBusiness Impact for High and Very-High MessagesProduction SystemsIs there an acceptable workaround?Is core business functionality severely affected?What is anticipated financial loss to the business due to the issue in question?How many users are affected?How does this issue affect the GoLive date?Pre-Production Systems (DEV, Test, UAT)Is there an acceptable workaround?What is the anticipated date of release to the user community?Will this issue delay the scheduled release date to the user community?What is anticipated financial loss to the business due to the issue in question?How many users are affected?Select message priority according to severity of issue Default priority is MEDIUM Select priority HIGH (P2) if normal business processes are seriously affected Select priority VERY HIGH (P1) if production system is downan immediate go-live or upgrade is jeopardizeda core business process is seriously affected a workaround is not available Priority HIGH and VERY HIGH requires explanation of business impact (SAP Note 90835 and 1281633).Message Priorities

9. SAP Incident ManagementNovember 2, 2021Slide 9Incident ManagementProposed Solution or Request for InfoAnalyze SolutionAnalyze & Solve IncidentImplement SolutionRevert back to SAPList of Incidents: https://launchpad.support.sap.com/#/incident/list Close Incident

10. SAP Incident ManagementNovember 2, 2021Slide 10Incident EscalationProposed Solution or Request for InfoAnalyze SolutionAnalyze & Solve IncidentImplement SolutionRevert back to SAPClose IncidentChat or Call CICRequest for FeedbackRequest Change of PriorityRequest Speed-upRequest EscalationGlobal ERP CoESAP TQMContact CIC: https://support.sap.com/en/contact-us.html

11. SAP Incident ManagementNovember 2, 2021Slide 11Things to considerNotification to message processor sent only if there was a change of ticket status.If status of ticket was not changed, sending “Info for SAP” will not trigger a notification to the message processor. In such a case, contact CIC to request Feedback or Speed-upIncident Escalation

12. SAP Incident ManagementNovember 2, 2021Slide 12Typical Reasons for calling CICUpdate needed on Incident status (request for feedback)Incident needs change of priorityIncident needs to be speed-upIncident needs to be escalatedSpecifically ask to «have the escalation flag set» and make sure that system access is provided, and a contact is named!In all cases you will have to describe the business impact (SAPnote 1281633). And please consider that this applies to Product related incidents only, Consulting or Service messages cannot be escalated!If a customer message sent to SAP is not handled with the expected attention, always contact the Customer Interaction Center (CIC). CIC is available 24/7 across all time zones.https://support.sap.com/en/contact-us.html This service is available 24/7 for all countries.You can call the CIC by phone. Phone numbers are available in SAPnote 560499 .If there is a severe incident, please inform also Global ERP CoE. Acceleration / Escalation Process

13. Usually, SAP reacts on “Very High” Incidents within 1-2 hours independent of contractual agreements.Provide always detailed error descriptions (there can’t be enough information - reproducible example).Make always sure remote system connection is enabled.Make always sure remote user access is provided with the appropriate authorizations.Inform SAP in the ticket that system access has been provided.Include contact information in the incident (phone number), especially if the S-user is not personalized.If you have a problem during a go-live on a weekend, always open a «Very High» incident and immediately call the CIC for follow-up.Make use of the “newly” available functionality of «Expert Chat» and «Schedule an Expert» .SAP Incident ManagementNovember 2, 2021Slide 13Key Points and Tips

14. SAP Incident ManagementNovember 2, 2021Slide 14Issue is becoming more critical SAP incident escalation procedure # 90835 Speed Up Processing of a Customer Incident # 1281633How to speed up customer incident processing # 984434Product Enhancement Requests Submit your ideas for Product Enhancement https://ideas.sap.comFeedback to SAP Quality Assurance Process SAP Global Service & Support # 736045Report issue to SAP Global Support Customer Interaction –telephone, fax, e-mail # 560499 Contacts @ SAP # 16481 Priorities of problem incidents # 67739 Structure of components in SAPNet –SAP R/3 front end # 36677 Customer incident –customer log-in data # 508140 24-hour support not possible in this language # 32736 What is consulting? What is support? # 83020Incident @ SAP Priority 1 support generally available # 46742 Processing of customer incidents in English # 873046 Japanese: short text maintained in English # 69459 Several questions reported in one incident # 50048Useful SAPnotes

15. November 2, 2021Slide 15

16. SAP Incident ManagementNovember 2, 2021Slide 16S-User RequirementsProfile SettingsCheck User Details for correct phone number(s) and E-Mail addressCheck Message Notification settings.Access to SAP Support Portal with S-UserAuthorization role “Message Processor” requiredAccess to SAP Support Portal

17. November 2, 2021Slide 17