MOIT the customers can use flexible service level agreement (SLA) that serves their needs dependent on whatever stage there are in the lifecycle of SAP Implementations.
MOIT has a three-tier support process, with tier 1 being the customer facing team and tier 3 being the SAP experts resolving the technical SAP queries. Support tickets can be submitted calling tier 1 helpdesk or on helpdesk portal on Internet or via email directly.
MOIT uses a ticketing system to capture, assign and track customer support tickets. Response times to support tickets will be based on the priority levels defined in the service level agreement with the customer. Incoming tickets will be categorized according to severity and group/SAP module. Each group will have its own support agent(s). SAP customers require SAP support at some point during the lifecycle of an SAP implementation.