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
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