Support for SAP® Business ByDesign™ Solution Malfunctions

SAP will offer support for all malfunctions related to the SAP® Business ByDesign™ Solution (each an " Incident"). Incidents have to be reported by Customer via the help functionality made available by SAP as part of the SAP® Business ByDesign™ Solution (or any other support channel introduced by SAP. The following service level shall apply: 

Incident Priorities

Definition

Support Availability

Support Language

Initial Response Time

Very High

The problem has very serious consequences for major business transaction s and urgent work cannot be performed. The Incident requires immediate attention because the malfunction can cause serious losses.

24 hours x 7 days a week

 

English,. Except for Monday to Friday 8.00am to 6.00 pm local time : local language.

1 hours

 

High

A business transaction does not work and necessary tasks can not be performed. The Incident requires prompt attention because the malfunction on can disrupt the entire productive business flow.

24 hours x 7 days a week

 

English,. Except for Monday to Friday 8.00am to 6.00 pm local time : local language.

2 hours

Medium

A business transaction does   not work as expected with  minor Consequences for the productive operation.

Monday to Friday from 9:00 am   – 5:00 pm Local Time (as defined in the applicable Transaction Agreement)

Monday to Friday 8.00am  to 6.00 pm local time : local language.

4 hours

Low

The malfunction has only few or no effects on business transactions.

Monday to Friday from 9:00 am   – 5:00 pm Local Time (as defined in the applicable Transaction Agreement)

Monday to Friday 8.00am to 6.00 pm local time : local language.