Important Note on Incident Quality:
The Customer COE Incident Quality Evaluation is one of multiple criteria which we discuss with our Customer COEs within the scope of the Primary Certification.It provides an overall picture of the incident quality, highlighting areas of improvement for the Customer COE's incident management process.
Within the overall evaluation, incidents without an assigned Error Category are by default rated as “fulfilled”. The Customer COE Program uses this default positive rating as a buffer to compensate ratings which in a customer´s view are erroneous.SAP Support is continuously working on the informational value of the evaluation, i.e. ensuring that every incident has an assigned error category. This results in a drop of fulfillment rate, which does not reflect a decline in the quality of the forwarded incidents.
In this context, the SAP Customer COE Program will adjust the number of points granted in relation to the percentage of fulfillment.