Support protocol
Experts (Consultants) will address customer queries strictly via chat communication in the
Ticketing Tool. In cases where a customer specifically requests a call or screen sharing
session, we are required to reroute the ticket back to SAP for further handling, as direct
verbal or screen-sharing interactions are not within our current support scope.
SLA
Stage Trigger Timer Expert Action
IRT Expert clicks “Claim” 2 Respond in chat with a solution or
(Initial Hours probe the customer. Mark
Response “Waiting on Customer”
Time)
ORT Customer replies to 24 Respond within 24 hours with
(Operational reopen the ticket Hours clarification or next steps.
Response
Time)
MPT Ticket reopens again 48 Final resolution attempt within 48
(Max. after ORT Hours hours. Reroute if the issue persists
Processing or is out of scope.
Time)
REROUTE Lack of access, not able Immedi Reroute immediately at any
to solve customer ate point if the issue is beyond your
requests for call, scope or guidelines require it.
Customer wants to
share desktop, may
require action from
another team
Auto-Close No customer reply after 21 Ticket auto-closes. No further
"Waiting on Customer" Days action is needed unless customer
reopens it later.
Penalties: Any breach exceeding 10% across defined KPIs will result in a flat 5% deduction
from the total billed amount.
Security, Access & Ethics
Experts must maintain the confidentiality and integrity of SAP systems and
processes.
S-User ID access is provided only after onboarding and is required for SAP_Resolve
experts.
Any misuse of credentials or account-sharing results in immediate termination from
the program.
Compliance, Documentation & Best Practices
Provide only SAP-sanctioned documents (KBAs, S-Notes, SAP Help Links) when
suggesting system-impacting actions.
Never refer to or use third-party file/image sharing sites.
Avoid excessive troubleshooting or vague responses—if uncertain, reroute instead
of risking incorrect solutions.
Do’s
Best Practice Description
Reroute Immediately When Reroute tickets if you lack access, are stuck, SAP
Needed action is needed, or the customer requests
escalation.
Do Not Hold Tickets If unable to resolve, reroute without delay. Never
skip or hold tickets unnecessarily.
Read the Ticket Carefully Understand the issue thoroughly before
responding to avoid confusion.
Provide Clear, Helpful Responses Always explain your suggestions. Share SAP KBAs
or Notes with context, not just links.
Follow SAP Guidelines Strictly Ensure compliance with SAP’s support protocols
and documentation standards.
Help Maintain Quality Report ticket mishandling or violations through the
appropriate channels.
Reminder: These practices uphold the integrity of SAP support services and ensure timely,
effective resolutions for customers.
Don’ts
The following are common reasons for ticket quality failure and must be strictly avoided:
Violation Type Description
Misunderstanding the ticket Responding without fully grasping the issue.
Incomplete or inaccurate response Providing partial or incorrect solutions.
Failure to reroute when needed Not escalating or rerouting when appropriate.
Mishandling due to negligence Careless actions or missing critical details.
Poor communication or tone Using unclear, unprofessional, or inappropriate
language.
AI-generated content violations Use of unauthorized AI content or tools.
Note: All consultants are accountable for quality, accuracy, and professionalism. Repeated
violations may result in removal from the program.
Consultant Declaration
I, the undersigned, confirm that I have read, understood, and agree to comply with the SAP
OSS Platform Scope of Work, SLA guidelines, protocols, and rules described above. I
understand that failure to adhere to these standards may result in termination from the
engagement.
Consultant Name ___________________________
Module Expertise ___________________________
Date ___________________________
Signature ___________________________
