TYCONZ support process describes the necessary steps taken while handling customer tickets raised in the Solution Manager “SOLMAN” tool.
For TYCONZ to provide the desired level of high-quality support in a timely manner it is critical that the support team is provided with the required information for analysis and resolution.
Support SLA will be clocked and calculated by SOLMAN; all incidents should be logged into SOLMAN for proper tracking and monitoring; an unlogged incident in SOLMAN is not within this SLA.
SUPPORT TYPE AND TOOL
(Either customer or TYCONZ)
Incident raised by Users which is not related to System bug or malfunctioning and requires assistance and input from customer IT And/ or Incident requires minimal effort and can be resolved instantly by Customer IT Team
Problem is in Customized code Problem requires Debugging
(TYCONZ and SAP)
Problem is in Standard SAP Functionality and requires OSS to be raised to SAP
For “Medium” and “Low” incident priority, the business hours will follow the workweek/schedule of the customer; excluding Public Holidays and Weekends.
For “High” incident priority, the first escalation point appointed in TYCONZ should be contacted by the customer after logging the incident in SOLMAN only if the incident occurs after/outside the business hours (excluding weekends and Public Holidays)
For “Very High” priority, the first escalation appointed in TYCONZ will be contacted by customer after logging the call in SOLMAN, in order to ensure the 24*7 coverage ONLY when the incident occurs after business hours.
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