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support consultant activities

hi,what are the activities to be perform by support consultant from the date of joining ,and after going to project what are tcodes we have to use always to monitor loads and process chains,and what are the precautions we need to take ,in resolving the errors ,we need to inform to superior everything ,what are the actions on which we need to take care about,answer me clearly,thanks in advance

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2 Answers

  • Posted on Dec 05, 2011 at 12:53 PM

    Hi,

    the SLA for P1,P2,P3 and P4 will be differ from companies. we will have SLA for both accepting the ticket/Incident as well as we will have resolution

    .Responce SLA is:

    P1 - ->30 MIN

    P2 - -> 30MIN

    P3 - -> 4 BUSINESS HOURS

    P4 - -> 8 BUSINESS HOURS.

    RESOULTION SLA:

    P1 - ->4HOURS

    P2 - -> 8HOURS

    P3 - -> 3 BUSINESS DAYS

    P4 - -> 7 BUSINESS DAYS.

    BUT THESE WILL DIFFER FROM COMANY TO COMPANY.

    Coming to Production issues. these will differ by Business by Business. based on error only we can resolve...

    Moslty all the production issues will have same descrption but the resolution will be different form one issue to another issue

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  • Posted on Dec 06, 2011 at 09:46 AM

    Kumar,

    Main thing which you need to take care of being a support consultant is that your data loads which are scheduled are going fine, If at all there is any error/issue in data loads it has to be resolved withing some timelines, and if this is taking more time than expected you need to inform regarding this to our superiors.

    Apart from this, if any infoprovider is not available for reporting because of any reason (data load failure/transport issue etc.) you need to inform this to our superiors. Apart from that also, there are many things but these all will come with Experience.

    Regards,

    RJ

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