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OSS response time

Dear All,

I raised an OSS to SAP 4 days back with medium priority but I have not received any response yet. Can anybody please tell me what is the response time of an OSS with low, medium and high priority?

Thanks & Regards

Saurabh

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4 Answers

  • Best Answer
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    Former Member
    Dec 24, 2014 at 04:57 PM

    Saurabh,

    Here is some info about your subject.

    http://service.sap.com/sap/support/notes/67739

    http://service.sap.com/sap/support/notes/1281633

    http://service.sap.com/sap/support/notes/560499

    Bottom line, SAP does not specify any response times, as mentioned by the other experts. They do, however, provide a method to escalate.

    Although there is no fixed amount of delay specified on the SAP side,  there IS a specified period of time after which messages marked with 'customer action' will be AUTOMATICALLY confirmed (closed).

    http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000692620&_SCENARIO=01100035870000000202&

    Item one under 'Automatic Message Confirmation'

    Best Regards,

    DB49

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  • Dec 24, 2014 at 10:15 AM

    You will not find anywhere a fixed number of days for any of these categories. I had incidents entered with low priority and got them solved and closed in just a day. I had medium categorized incidents that took more than 4 weeks to get the first time opened, and still one more week to get a reply.

    If you have hundreds of incidents in the same group, then the new incident is just added at the end of the queue and has to wait until all others are taken care.

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    • Hello Saurabh

      OSS processing times on this time of the year may be delayed due to the holidays and vacations.

      If it's something really critical, you can call SAP Customer Interaction Center and ask a spped up. You can find the CIC contact numbers on note 560499.

      BR

      Caetano

  • Dec 24, 2014 at 10:01 AM

    Actually now it is a festival time of Christmas. You may need to wait some more time.

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  • Dec 28, 2014 at 01:15 PM

    Thanks to all.

    Thread closed.

    BR

    Saurabh

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