Regardless of your deployment scenario, and for whatever issues arise, a cornerstone of SAP Enterprise Support is mission critical support that gives you the attention you need at the speed you expect. Through mission critical support, SAP Enterprise Support accelerates problem resolution for productive system incidents and critical projects, minimizes business disruption and reduction of unforeseen downtime, and reduces financial impact of support issues.
If you are unable to resolve an incident with the help of the collaboration channels and the knowledge database, you can report a customer incident through SAP Solution Manager or the SAP ONE Support Launchpad.
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.