SAP Knowledge Base Article - Public

2435333 - Single Incident Escalation - Incident Escalation Management Team

Symptom

Incident Escalation Management Team, is a global team based within SAP Cloud Product Support Organisation, spread between 4 locations in 3 regions covering all time zones for 7 days a week ( 24/7).

In case you come across critical incidents (marked with priority "Very High") and if the issue is impacting core business or a system downtime for more than 30 minutes or a Security Issue/ Data Violation Issue, for which no satisfactionary progress is made due to any reason, you can raise an escalation request in order to assign an Escalation Manager to the critical incident.

The Escalation Manager will be responsible for obtaining timely updates from involved teams and for keeping you up to date regarding the progress, accordingly to receive updates from responsive parties.

Resolution

How  to request an escalation on a single incident?

In order to request an escalation on a single incident please call our Customer Interaction Centre under the Hotline  +800-CALL-1-SAP and choose option 4. You may ask our Customer Representative to raise an escalation request.

1. Our Customer Representative will ask you to provide the following details:

  • Incident Number
  • Customer Name
  • Requester of Escalation
  • Customer Contact (24x7 - phone, email)
  • Subject (short issue description)
  • Affected Solution/Products
  • Affected Business Area 
  • Reason for Escalation
  • Overall Business Impact for Customer
  • Additional Information (Optional)

2.For further information on the Single Incident Escalation process after calling the Customer Interaction Centre:

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Best Regards,

Incident Escalation Management Team

Keywords

KBA , SRD-HR-TLM , Time and Labour Management , How To

Product

SAP Business ByDesign all versions ; SAP Cloud for Customer add-ins all versions