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5 Replies Latest reply: Oct 16, 2011 3:39 PM by ARjunan Kathirvel RSS

what is L1, L2 L3 & L4 support in sap

Balaji Timmampalli Achari
Currently Being Moderated

hi,

 

sap gurus,

 

can any body explain the terms called L1, L2, L3 & L4 in support.

 

regards,

 

balajit

  • Re: what is L1, L2 L3 & L4 support in sap
    santosh kumar vemuri
    Currently Being Moderated

    Hi,

     

     

    L1 , L2, L3,  L4  suppor is the Level of Issues or tickets you will receive during the Production support

     

    They have different Severities and Priorities based on the Level of issue ( ticket)

     

    Again the Priority and severity depends on the SLA of the Client

     

    Each Client will have its own intrepretation for this

     

    In some clients

     

    L1 will be the Very High priority ticket and needs to be solved with in 4 hours

     

    L2 will be High priority tickets and need to be resolved  within 8 hours

     

    L3 will be the Medium priority ticket and needs to be resolved within 24 Hours

     

    L4 will be the Low priority ticket and needs to be resolved within 48 Hours

     

     

    And the priority and the time period will depends on the client.

     

     

    Please revert back if you need more details

     

     

    regards,

    santosh

  • Re: what is L1, L2 L3 & L4 support in sap
    Rajesh Banka
    Currently Being Moderated

    L1, L2, L3 & L4 are diferent level of support services and each level of support service has a time frame, within which it should be resolved. The L1, L2, L3 & L4 are decided by customer ideally based on the type of complexity and / or priority, which are already agreed in the contract.

     

    Regards,

    Rajesh Banka

  • Re: what is L1, L2 L3 & L4 support in sap
    Mastan Shaik
    Currently Being Moderated

    Hi Balajit,

     

    As Rajesh Said, L1, L2, L3 & L4 are diferent level of support services and each level of support service has a time frame, within which it should be resolved. The L1, L2, L3 & L4 are decided by customer ideally based on the type of complexity and / or priority, which are already agreed in the contract.

     

    Usually L1 will monitor the queues and transfer the Ticket to L2 team for right stream.

     

    L2 will try to solve the tickets from their queue and they can't able to solve the tickets then they will route it to L3.

     

    Basically L3 and L4 will take care of Development issues.

     

    I hope you understood. 

     

    Otherwise kindly let me know?

     

    Regards,

    SK

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