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1749699 - PA-ER* customer incidents on priority 1 (very high)


The circumstances under which a "very high" priority customer message is justified in an E-Recruiting environment are not defined clearly enough.

A "very high" priority message is justified if the business process is very severely impeded. You are unable to execute activities which cannot be postponed.

This is caused by an unforeseeable total system standstill or by a malfunction of central functions of the E-Recruiting System in the production system that had previously been working without problems.

The message requires immediate processing because the malfunction may lead to considerable business losses.

In general, minor project milestones (eg. internal test start for one functionality/service) or upgrading to a new Support Package do not justify the creation of a "very high" priority message. In such cases, other escalation options are available to you eg. contact your international subsidiary or see also SAP Note 90835 which describes how our Customer Interaction Center (CIC) can help you. SAP Note 560499 contains the telephone numbers for our different CICs.

One exception when you may create a "very high" priority message is when

  • GoingLive of a new release/product deadline is imminent (in the next five working days) and
  • The problem has not occurred in the project before (that is, tests have been successfully passed).



VH, Prio very high, Customer incidents on VH , KBA , PA-ER , E-Recruiting , Product Enhancement

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