3372643 - SAP Sales Performance Management (SPM) - What qualifies for a Business Down situation?

When handling customer cases, it is essential to identify the business impact. This identification is pivotal in determining whether the situation qualifies as a business down scenario. Issues significantly affecting the customer’s operations are considered business down situations. 

A business down situation is characterized by a significant disruption in a customer's business services. Significant impact is determined when a customer's business is rendered inoperable due to one or more of the following conditions, and no viable workaround is available for each circumstance. 

• A productive service is completely down.
• The imminent system Go-Live of a production system is endangered and cannot be completed.  
• The customer's core business processes are seriously affected. 

Refer SAP notes 67739 for general aspects of a business down situation and priority of problem cases. 

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