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SOLICITATION # CH16012 <br />Philippines and Debrecen, Hungary locations. We are prepared to assist with <br />technical, functional or administrative questions about the Fieldglass <br />application. <br />Hanna <br />Customer key users have several options to communicate incidents into SAP <br />Managed Cloud Delivery. <br />Primary entry point: <br />The best and easiest way to get an incident resolved is by creating and <br />sending incidents directly to SAP Managed Cloud Delivery Service Teams via <br />the SAP Support Portal. This communication channel ensures that all support <br />teams are notified and therefore is the most preferred way to contact SAP on <br />support/service related issues. <br />Alternative option to the primary entry point: <br />Customer key user can also communicate incidents by telephone via the SAP <br />Customer Interaction Center (CIC) (e.g. in case of facing challenges in <br />submitting an incident via the SAP Support Portal). <br />Exceptional option: <br />During business hours, customer key user may also communicate urgent <br />incidents by contacting designated SAP Managed Cloud Delivery service <br />contacts like Customer Engagement Service Manager (CESM) to create an <br />incident on behalf of the customer. However — as already mentioned - this is <br />not the preferred way of communication, but only should be applied in <br />exceptional cases. <br />Support times are contractually agreed upon with each individual customer <br />organization. <br />The SAP Managed Cloud Delivery (MCD) Service Desk and the Service <br />Teams are spread across Europe, Americas and Asia.As a result of the global <br />set-up across several time zones, SAP MCD Service Desk is able to provide <br />worldwide 24/7 support to customers, throughout the entire year and <br />according to the "Follow -The -Sun -Principle". <br />Hybris <br />Key service levels are delivered through service level objectives, which <br />provide for uptime of 99.9 for the hosted environment. Furthermore, <br />monitoring is in place to report and alert upon uptime and response times of <br />the environment to ensure best possible performance. <br />The following support is specifically for the SAP Hybris Commerce, Cloud <br />Edition. <br />Customers can contact SAP Hybris Commerce, Cloud Edition <br />technical support by toll -free telephone number or e-mail 24 hours per day, <br />seven days per week. Based on the priority level, SAP Hybris's support <br />personnel will attempt to provide Customer with remote assistance for <br />reported issues. <br />Contact information for technical support is as follows: <br />Toll -Free Telephone Number: 888-944-2664 ext 6 <br />In the event that Customer contacts SAP Hybris support, SAP Hybris shall <br />respond to such reports as follows: <br />Priority Level : <br />Characteristics <br />Response Time <br />Resolution Time Objective <br />carahsoft 142 carahsoft <br />