SAP® Business ByDesign™解决方案故障支持

SAP将为所有有关SAP® Business ByDesign™解决方案的故障（“事件”）提供支持。事件必须由客户通过SAP提供的作为SAP® Business ByDesign™解决方案的组成部分（或任何其他SAP介绍的支持通道）的求助功能进行报告。服务水平适用如下：

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.