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9AAD135023 SAP Incident Management RevJ

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INTERNAL
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SAP Incident Management
GLOBAL ERP DOMAIN
Andrea Naef, Global ERP Center of Expertise
Doc. Ref. 9AAD135023 Rev J
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SAP Incident Management
Overview
• SAP Support Process
• SAP Support Offerings
• Customer Incident Process
• Message Escalation Process
February 1, 2023
Slide 2
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SAP Incident Management
SAP Support Process
• If 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
24/7
• 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.
February 1, 2023
Slide 3
Support Essentials: What every Customer should
know about SAP Incident Processing
Local business hours
• Upon 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/notes
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SAP Incident Management
Support Offering: Product Support for Large Enterprises (PSLE)
Mission Critical Support (excerpt from PSLE Software Maintenance Contract)
1 .3 .3 Global Message Handling (Troubleshooting)
• The customer service ticket (problem message) is in English, and
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).
• The 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 .
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:
February 1, 2023
Slide 4
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.
This definition applies per default to all our SAP environments.
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SAP Incident Management
Support Offering: Premium Engagement / ActiveAttention
Priority 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 hour
7 x 24 hrs
4 hours
7 x 24 hrs
2
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)
No
4.5 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.
February 1, 2023
Slide 5
This SLA is reserved for a defined number is critical systems only.
For more information, please get in contact with ERP CoE
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SAP Incident Management
Incident Creation
Notes Search: https://support.sap.com/
Contact Support: https://support.sap.com/en/contact-us.html
Notes
Search
Report
Assistant
Intelligent
Notes
Search for
Solution
Report
Incident
Describe Issue
in Detail
Expert
Chat
Complete
Incident
Schedule
an Expert
Submit
Incident
Report Incident: https://launchpad.support.sap.com/#/incident/create
February 1, 2023
Slide 6
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SAP Incident Management
Creating Customer Message
• Search for solution in
• SAP Support Portal
https://support.sap.com/
• or SAP Community
https://answers.sap.com/index.html
• or simply google the error
http://google.com
• Enter 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
information
• List all SAP Notes consulted unsuccessfully to solve issue
• Login to SAP Support Portal
https://launchpad.support.sap.com/#/incident/create
• Create Customer Message (Incident) containing
• Select correct priority of message (SAP Note 67739)
• List contact person(s) including phone and e-mail address,
enable notification
• Customer number and system ID
• Open remote service connection
• Enter Contact Person, update contact details (if necessary)
• Provide remote login data (SAP Note 508140)
• Select Product Area (will start a dialog with Support Assistant)
• Enter SAP component
February 1, 2023
Slide 7
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SAP Incident Management
Message Priorities
Message Priorities
Business Impact for High and Very-High Messages
• Select message priority according to severity of issue
Production Systems
• Default priority is MEDIUM
• Is there an acceptable workaround?
• Select priority HIGH (P2) if normal business processes are
seriously affected
• Is core business functionality severely affected?
• Select priority VERY HIGH (P1) if
• production system is down
• an immediate go-live or upgrade is jeopardized
• a 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).
February 1, 2023
Slide 8
• 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?
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SAP Incident Management
Incident Management
Analyze & Solve
Incident
Proposed Solution
or Request for Info
Analyze
Solution
Revert back to
SAP
List of Incidents: https://launchpad.support.sap.com/#/incident/list
February 1, 2023
Slide 9
Implement
Solution
Close
Incident
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SAP Incident Management
Incident Escalation
SAP TQM
Request for Feedback
Global ERP CoE
Request Change of Priority
Request Speed-up
Request Escalation
Chat or
Call CIC
Analyze & Solve
Incident
Proposed Solution
or Request for Info
Analyze
Solution
Implement
Solution
Revert back to
SAP
Contact CIC: https://support.sap.com/en/contact-us.html
February 1, 2023
Slide 10
Close
Incident
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SAP Incident Management
Incident Escalation
Things to consider
• Notification to message processor at SAP is 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 cases, contact CIC to request Feedback or Speed-up
February 1, 2023
Slide 11
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SAP Incident Management
Acceleration / Escalation Process
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.
Typical Reasons for calling CIC
https://support.sap.com/en/contact-us.html
• Incident needs to be speed-up
• Update needed on Incident status (request for feedback)
• Incident needs change of priority
• Incident needs to be escalated
Specifically ask to «have the escalation flag set» and make sure that system access is
provided, and a contact is named!
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.
February 1, 2023
Slide 12
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!
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SAP Incident Management
Key Points and Tips
• 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» .
February 1, 2023
Slide 13
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SAP Incident Management
Useful SAPnotes
Report issue to SAP
Issue is becoming more critical
• Global Support Customer Interaction –telephone, fax, e-mail # 560499
• SAP incident escalation procedure # 90835
• Contacts @ SAP # 16481
• Speed Up Processing of a Customer Incident # 1281633
• Priorities of problem incidents # 67739
• How to speed up customer incident processing # 984434
• Structure of components in SAPNet –SAP R/3 front end # 36677
• Customer incident –customer log-in data # 508140
Product Enhancement Requests
• 24-hour support not possible in this language # 32736
• Submit your ideas for Product Enhancement https://ideas.sap.com
• What is consulting? What is support? # 83020
Feedback to SAP
• Quality Assurance Process SAP Global Service & Support # 736045
Incident @ 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 # 50048
February 1, 2023
Slide 14
The Perfect Customer Incident
Support Essentials: What every Customer should
know about SAP Incident Processing
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SAP Incident Management
Access to SAP Support Portal
S-User Requirements
Profile Settings
• Access to SAP Support Portal with S-User
• Check User Details for correct
phone number(s) and E-Mail
address
• First / Last Name
• E-Mail address (ABB)
• Landscape scope (system, customers)
• Authorization role “Message Processor” required
February 1, 2023
Slide 16
• Check Message Notification
settings.
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February 1, 2023
Slide 17
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