The priority definitions for SAP Hybris Cloud for Customer are as follows.

Priority_Def_C4C.jpg

Although the framework for incident priority assessments is generic, our Support Engineers will always discuss critical situations with customers or partners to understand the impact a given issue has on customers’ or partners’ business.

Framework_C4C.jpg

The below examples can be referred to when choosing the priority Very High


Critical / Very High Priority Overall

  • The issue is impacting all users
  • No workarounds are available
  • Issue occurs in Productive system
  • Not able to perform transaction which is required immediately.
  • Go live is planned in less than 3 working days and the issue is a showstopper.
  • Regression issue due to an upgrade
  • Issue is having high Financials Impact
  • The production system is not accessible.

Core Functionalities

  • End Users are not able to create and process sales or pre-sales documents; An error message or a dump is triggered.
  • Not able to generate Leads, Opportunity & Quotes.
  • Sales order not getting generated in ERP.
  • Pricing data is not syncing with the Quotes/Sales Order in C4C.
  • Master data replication is not successful with C4C.
  • End Users are not able to create tickets and process service request (tickets)
  • Ticket is not replicating from Social Media and vice versa.
  • Not able to trigger campaign.
  • Not able to create Target groups.
  • Not able to assign a target group to campaign.
  • Account and product master data sync not working properly.
  • Issues related to Initial load of master data – extremely slow system performance.
  • No user are able to use the functionality of Outlook add-in.


Migration

  • Unable to migrate data into the system (valuation failed, simulation failed and import failed).
  • Extension fields and PDI fields missing in the migration template (migration and MDM).
  • Exported template doesn’t have the values.


Analytics

  • Standard reports does not show correct results.
  • OLAP issues during the runtime execution of standard report.
  • Reports are not visible in the frontend.
  • Data shown in reports are not in sync with the master data.
  • Several reports throw an error in the UI.
  • End user(s) is/are not able to see reports.
  • Standard Financials reports does not bring data.
  • Error messages or dumps, which prevents the standard report from loading.



Mobility and UI Framework

  • Not able to print documents, Send documents via emails.
  • KUT adaptation not working.
  • Extension fields missing/ import-export layout issues.
  • Tax data/ customer data missing in forms.
  • Front-end / backend exceptions related to UI in HTML5 / SL.
  • UI Exceptions in custom view.
  • Repository activation issues.
  • Functionality not working in Custom views as expected (ex: Unable to open document / Save document etc.)
  • Not able to create / release output documents.
  • Adobe server / e-mail server issues.


Partner Development Infrastructure

  • Unable to activate Solution/ Download Solution.
  • Lifecycle management Issues.
  • Unable to release Sales Order/Close Fiscal Year.
  • Solution is Locked by Support user/ Business user.
  • Not able to download Studio.
  • Not able to log-in to Studio.
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