What about Business Impact?
When the Customer Interaction Center (CIC) gets a call to expedite an incident, you can be sure we will ask some questions regarding the business impact of your issue. But why?
Business impact is the main tool we use to prioritise incidents. If you want to increase the priority or speed-up your incident, we need to confirm the business impact details first.
Imagine that we have two incidents with a similar issue in our queue and with the same priority. We would use the business impact information to decide which one is more urgent, so this is key information.
What questions do we ask?
Business impact information doesn’t have to be technical. When prioritising your incident, we also care about how your business is affected. So our questions are focused on the consequences your issue has in your company:
- Is there a financial loss?
- Is there a deadline jeopardised?
- Do you have a workaround?
These 3 questions are a sample of those you can expect to hear us ask.
For an exhaustive list of the questions, we’ll ask please refer to SAP Note 1281633 – Speed Up Processing of a Customer Incident
Did you know you can choose the priority of the incident when you are creating it?
When you are creating an incident in the SAP Launchpad or SAP for ME, there is a tab to select the priority. If you don’t edit it, the default priority will be Medium. But you can select Low, High or even Very High.
Very high priority incidents
This is our highest priority, so it is kept for critical incidents. For instance, when your production system is completely down or when you have an imminent Go Live date.
You can find our business impact criteria for each priority in this SAP Note: 67739 – Incident priorities
For Very High incidents, you will also need to provide a 24*7 contact person. Our engineers will be working around the clock to solve this issue as soon as possible, so we need someone available in case we need to confirm any detail.
Some tips to take into account:
- Provide a contact person who can work in English for clarity in communications
- Add the country code along with your contact details
- Arrange a backup point of contact so we can avoid any delays due to time zone issues or unavailability
- Have your business impact ready when contacting us for support. You can even add it on the incident beforehand so we can see it straight away!
- Familiarise yourself with how to include Business Impact details to save time and decrease the time of resolution for your issue!
- Check our KBAs and Notes to choose the correct priority when creating your incident!
Read more #ASKCIC blogposts Here!
If you have any questions, please feel free to ask us in the Q&A All Questions in Customer Experience | SAP Community and All Questions in Support Services | SAP Community