(Glue-2202) Q: What support SLA and time availability do you provide?

We provide classical software support through the SAP service infrastructure (SAP OSS “service backbone”). This allows our Support team to access customer systems when needed. This is possible when an incident is open on the component XX-PART-DVD in the SAP service infrastructure and the customer provides us with an open service connection and logon details (user & password) saved in “Customer Remote Logon Depot” in SAP’s OSS. Our support comes in two forms: standard support, and premium support (which includes 24x7).