3rd line support

[Former Member]

what is the role and responsibilities of a person who work as a 3rd line support in sap??

waiting for reply

thanks

[fim · Accepted solution]

typically support levels are defined at SAP operations for organizing & streamlining the support activity.. usually the 1st level support is provided by key users (you may identify the smart users from within your user-community); generally support at this level is at transactional level.. the 2nd level support mostly deals with system changes, for instance, system need to be configured for particular transaction, it'll be at this level..

the highest level in the support mechanism is 3rd level support which sometime is referred as Expert Level support as well.. at this level, consultants / experts analyze the issue in broader context and propose solutions from system design & integration perspective.. consultants at this level are more experienced, more knowledgeable and are capable of identifying the root-causes of issues..

Faisal

Consultant - SAP HR Team

Center of Excellence - SAA

[Former Member · Accepted solution]

Thanks a lot Faisal for your reply...It was very helpful..

[Former Member]

3rd Level support you should meet the condition as below :

- Provide customer focus by ensuring that SAP Application Management services are delivered to meet customer

expectation with agreed Service Level Agreement (SLA), KPI and budgetary guidelines.

[Former Member]

thanks a lot kent for your reply...it was very helpful