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L1 team (AppDynamics support) prepares complete handover documentation including the downloaded logs from the transaction /DVD/APPD_STATUS.
If applicable, L1 requests the customer for creating an OSS incident on the portal https://me.sap.com/getsupport , with SAP component set to XX-PART-DVD, opened R/3 connection to the affected system, valid logon data, the user with assigned roles /DVD/APPD_ADMIN and /DVD/MON_ADMIN and authorized for the transactions SE16 and SE38 (if the issue is related to the transport import, also STMS transaction is required).
Based on target priority, a manager is informed on Datavard side by the ticket processor (for Urgent - immediately, for High - in 1 business day).
In case of Urgent target priority, the ticket is assigned to L3 support person.
In case of Urgent target priority, an AppDynamics escalation manager can call a phone number +49 6202 5781785421 914 351 113 to notify a Datavard support person of the escalation. This phone number should not be used for demanding an online support.
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