Symptom
This article outlines what is a health check case and the necessary actions that is required to process health check cases.
What is Health check:
- C4C Sales and Service cloud is a SaaS solution & as per current design of C4C, one of the prominent factors for critical issue is Infrastructure auto scalability.
- SAP Cloud Operation team has various monitoring tools which monitors health of all Customer systems and flag the different parameters which can impact their health.
- If the threshold is breached there would be a huge impact on the infrastructure which affects the respective customer tenant causing the issue and also other Customers on same system.
- An alert is raised where immediate action is required from Customer/Partner to mitigate the issue.
- As part of this process SAP Product Support team will create an incident and reach out to the Customer's point of contact(Admin/IT contact) via e-mail with issue details and actions/steps to resolve the issue.
Sample email subject:" SAP Alert : ****Issue description*** - INC*******(Incident id)"
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Environment
- SAP Cloud for Customer
- SAP Business ByDesign
Product
SAP Business ByDesign all versions ; SAP Cloud for Customer core applications all versions ; SAP Sales Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions
Keywords
SAP Alert, Health check, degradation, health check case. , KBA , LOD-CRM-SPC , Internal Notification , Problem
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