If you are unable to resolve an incident with the help of the collaboration channels and the knowledge database, you can report an incident through SAP Solution Manager or the SAP ONE Support Launchpad.
Service-Level Agreements
SAP Enterprise Support provides you with explicit service-level agreements for highly critical incidents, such as those assigned a priority of “very high” or “high.” The service-level agreement commits SAP to a timely initial reaction, and delivery of a resolution within a fixed period of time.
Please refer to SAP Note 67739 for further classification information concerning customer incidents. For cloud offerings, more details can be found here.