Its purpose is the resolution of simple issues / failures that actually occur due to the failure to observe the existing work procedures or due to other causes that can be remedied without requiring advanced specialized SAP knowledge. This level also issues and/or fills in the query with all the required elements.
There are cases in which this level is ensured by the competence center of the customer.
Its purpose is the resolution of the query. In case the issue is a system failure and the existing correction notes do not resolve the issue, then escalation to level 3 is recommended.
Its purpose is the resolution of system failures related to standard, but not exclusively. The tickets that are processed by SAP AGS will be settled according to the SLA, according to the local working hours, with the exception of „Very High” priority tickets, that are settled in real time.