What and How is Support ?

[Former Member]

Helo everyone,

1. What is SUPPORT?

2. How many types of SUPPORTS are there in SAP?

3. Upto what level SUPPORT can be given(user level, Implementation level, SAP System issues levels etc)?

4. How many pple involve in Support?

5. SUPPORT can be provided only from client location or from anywere?

Thankq

[Former Member · Accepted solution]

Hi

1. What is SUPPORT?

Support is nothing but the support provided to the client for Maintenance activities.

2. How many types of SUPPORTS are there in SAP?

After a project, to ensure the process are streamlined, support is provided is called a GO_LIVE support.

After that, as a day to day basis the supports are provided either on-site or off shore. POST_LIVE support

Help desk can be set up for support either Regional, Centralised etc...

3. Upto what level SUPPORT can be given(user level, Implementation level, SAP System issues levels etc)?

All the three levels, Level-1- Help desk cases -

Level 2- Issue related to analysis and resoultion

Level 3 - Enahancements and Projects

4. How many pple involve in Support?

It depends on the project size.

5. SUPPORT can be provided only from client location or from anywere

It can be from any part of the world. It depends on the client requirement and partners strategy.

Hope this gives you insight in simple terms

Regards,

Sasi

[Former Member]

> 1. What is SUPPORT?

What I am doing by answering your question is also Support. So basically, any help you provide to the users of the system is support.

> 2. How many types of SUPPORTS are there in SAP?

Only one - Production support. There are different tiers or levels. See next answer for details.

(I am not including post-implementation support)

> 3. Upto what level SUPPORT can be given(user level, Implementation level, SAP System issues levels etc)?

Levels of support are:

1st Level - At the user's location. Involves helping users in basic issues like "How to" and resolving basic errors.

2nd Level - May be at the user's location or a nearby location. Used to resolve issues that 1st level cannot resolve. Does not involve config changes

3rd Level - Usually remote or a central location / locations. Involves config changes and programming.

SAP Support - Usually involves problems in standard programs which require SAP program changes. Should be done only by SAP.

> 4. How many pple involve in Support?

Cannot answer. Depends on the user base (i.e. no of users), their spread, locations, complexity of implementation, level of understanding of users, etc

> 5. SUPPORT can be provided only from client location or from anywere?

Depends on what level. Please see answer to Q3.

Hope this clarifies.

Lakshman