what is L1, L2 L3 & L4 support in sap

[Former Member]

hi,

sap gurus,

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

regards,

balajit

[Former Member]

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

[Former Member]

This message was moderated.

[Former Member]

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

[Former Member]

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

[Former Member]

Hi

L1, L2 L3 & L4 support in sap is not the Severities and Priorities. Its all about the levels in support.

L1- Help desk support

L2- Technical support

L3- Configuration changes or customization

L4- SAP AG

You can refer ITIL standards for clear understanding of support infrastructure

cheers

shalsa007............

[Former Member]

hi,

recently i had faced this question?

IN supporting project in which level?

i Need some mm tickets in any level, l1,l2l,l3,l4

reply asap