2883205 - Priority Definitions for Cloud Applications Studio Incidents

How to determine the correct priority for Cloud Applications Studio relevant issues.

• SAP Cloud Applications Studio
• SAP Cloud for Customer
• SAP Business ByDesign

Definitions as stated in the Cloud Services Agreements:

Very High: An incident should be categorized with the priority "very high" if the problem has very serious consequences for normal business processes or IT processes related to core business processes. Urgent work cannot be performed.
This is generally caused by the following circumstances:
- A productive service is completely down.
- The imminent system Go-Live or upgrade of a production system cannot be completed.
- The customer's core business processes are seriously affected.
A workaround is not available for each circumstance. The incident requires immediate processing because the malfunction may cause serious losses.

High: An incident should be categorized with the priority "high" if normal business processes are seriously affected. Necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the SAP service that are required immediately. The incident is to be processed as quickly as possible because a continuing malfunction can seriously disrupt the entire productive business flow.

Medium: An incident should be categorized with the priority "medium" if normal business processes are affected. The problem is caused by incorrect or inoperable functions in the SAP service.

Low: An incident should be categorized with the priority "low" if the problem has little or no effect on normal business processes. The problem is caused by incorrect or inoperable functions in the SAP service that are not required daily, or are rarely used.

The below table shows examples of how this policy relates to the Cloud Application Studio (Please also check important clarifications):

Very High	High	Medium	Low
Solution Deployment / Activation is failing in a Production Tenant and it cannot be resolved by KBA	Solution Deployment / Activation is failing in a Test / Partner Tenant	A Partner requests help with a consulting issue in which we have some capacity to help the Customer / Partner	There are cosmetic issues in the front-end
The Solution is causing core business processes to not work in the Production Tenant (Business Impact and financial loss must be provided)	The Partner is having Business Configuration issues for their PDI Solution in a Production Tenant	A field / view / event / action / query is not working as expected in the Test Tenant	There is a clear error message shown but further clarification is needed from support
There are dumps / exceptions in the Production Tenant that completely stop the business from working (Business Impact and financial loss must be provided)	A Solution / object is locked by an SAP colleague and it is stopping further development	An object is failing to activate or is not working as expected in the Solution (In Development)	There are translation issues which are non-critical
The Go-Live is within three business days and the issue is already determined to be of “high” priority	The Solution cannot be downloaded from the Test Tenant for upload into Production Tenant only and no clear error message is thrown	It is a PSM release request	There are performance issues caused by  partner code
	A Patch Solution cannot be created and there is no clear error message thrown	It is any other request that needs to be put forward to SAP (for example, Multi-Customer Solution creation requests)	The issue has been resolved but a RCA is requested
	A custom function relating to normal business processes is no longer working in the Production Tenant due to SAP tenant lifecycle activities (for example, upgrades)	There are errors thrown while using the SDK / UI designer	There are issues with the Repository Explorer
	There are inactive files on an already deployed Solution	There are dumps / exceptions / errors being triggered during Development and no KBA can be found with the given information
	A workaround is available for a “very high” incident	There are issues with version control and the deployment landscape (non-critical life-cycle management issues)

Consulting issues refer to any custom functionality that the Partner is trying to implement and is unable to. The issue can be reviewed by Partner Development Infrastructure (PDI) Support and determined if we can assist in any way. If the issue is simple, the answer can be provided by PDI Support, otherwise the Partner will be directed toward SAP Customer Experience Services the SAP Community. PDI Development will not process consulting issues. Further information available in See Also section.

Business Impact is “What business processes have stopped, with how many users affected, until when the issue must be solved, including underlying business rationale”.

Go-Live is only in reference to the Business Configuration task in Production Tenant. Any other milestone such as Quality Assurance, User Acceptance, Solution Acceptance are not qualified.

For performance issues, we can only provide the performance recommendations and it is not Support responsibility to optimize code. If further assistance is needed, Partner will be directed toward SAP Customer Experience Services or the SAP Community.

If a KBA is found and the resolution requires opening an incident with SAP Support, please defer to the priority provided in the KBA.

Any incident can be upgraded to a higher priority once the criteria is met.

Cloud Services Support Policy

SAP Support Information for Customers and Partners

SAP Cloud Customer Support Overview, Chinese

SAP Cloud Customer Support Overview, Japanese

2706322 -  What is Support – What is Consulting: Cloud Solutions

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