1
Former Member
Dec 17, 2009 at 05:19 AM
31134 Views
hi,
sap gurus,
can any body explain the terms called L1, L2, L3 & L4 in support.
regards,
balajit
FAQs
What is L1, L2, L3, and L4 support in SAP? ›
L1 team is handling functional queries raised by users. L2 - Second Line Support : Works on technical issue routed by L1 Team or raised by users. L2 team is handling technical issues in the project. L4 - Fourth Line support - Product and vendor support.
What is the definition of L1, L2, L3, L4 support levels in IT operations management? ›L1 will be the Very High priority ticket and needs to be solved with in 4 hours. L2 will be High priority tickets and need to be resolved within 8 hours. L3 will be the Medium priority ticket and needs to be resolved within 24 Hours. L4 will be the Low priority ticket and needs to be resolved within 48 Hours.
What is L1 L2 and L3 level support? ›L1, L2, and L3 support is a tiered system of remote IT support. Different levels organize help desk teams according to specialization, problem type, urgency, and expertise. A proper division of labor helps you better address the wide range of possible IT service issues.
What is L1 L2 L3 process in SAP? ›The first level (L1) is “Process Areas”, such as Logistics, HR, Finance, etc. The L2 is termed as “Process Groups”. L3 is “Process Scenarios”. L4 is the “Business Process” which are the activities performed by a “Business Role”.
What is L3 support vs L4 support? ›L3 engineers are proactive in nature, identifying problems in advance and looking for continuous service improvement opportunities. If a fix involves a major enhancement or a development, then the problem is transferred to engineering or development teams, Level 4.
What is L4 support level? ›L4 – Product Support
L4 support refers to product or support and often involves channel partners product architects, engineers, software developers, hardware designers and the like.
Level one (L1) - Business Process Area Level 1: A specific business process area. Level two (L2) - Business Process Level 2: A specific business process. Level three (L3) - Activity: A specific activity. Level four (L4) - Task: A specific task involved in an activity.
What is the difference between IT support and technical support? ›In summary, while IT support manages the overall technology infrastructure, technical support focuses on assisting end-users with specific product or service-related issues. Both are integral components for the efficient functioning of any organization, each with its distinct role and responsibilities.
What is Level 3 and Level 4 support? ›Level 1: first line support. Level 2: technical support. Level 3: expert support. Level 4: third-party support.
What does L1 L2 L3 stand for? ›L3 is the last line of support and usually compri. L1 or level 1 support includes interacting with the customers, understanding their problems and then creating a 'ticket' against it. A 'ticket', also referred to as 'incident' is then routed to the L2 or level 2 support.
What is L1 L2 support job description? ›
L1, L2, and L3 support refer to different levels in a tiered customer support model. L1 support handles basic issues, L2 addresses more complex and advanced problems, and L3 tackles highly technical or specialized issues, often involving collaboration with product development or engineering teams.
What is difference between L1 L2 and L3? ›The main differences between L1, L2, and L3 cache memory are are capacity and transfer speed. L1 is low capacity but extremely fast, L2 is slower but has more storage space, and L3 is the slowest of the three but also usually has the biggest storage capacity.
What is L1, L2, and L3 support in SAP? ›that is Level 1, Level 2, Level 3, support based on the criticality of the issue this is rated as L1 - Low, L2-Medium, L3-High Priority, based on this the person in support will have the time to solve the problem may be L1 has 4 hours, L2 has 8 hours, L3 has 24 hours.
What is L4 support roles and responsibilities? ›L4 support refers to product or vendor support and often involves vendor product architects, engineers, software developers, hardware designers and the like.
What are the 3 layers in SAP? ›Its a client server architecture.
- Presentation layer -> Provides graphical screen to user, the user will enter the data on the screen.
- Application layer -> Process data using application logic and also it communicates with both the layers.
- Database layer -> Stores the data in Hana database.
Level 1 involves simple customer requests that require limited IT support, Level 2 escalates into more in-depth problems, and Level 3 utilizes subject matter experts that can figure out the toughest customer needs.
What is level 4 support? ›Level 4 support reflects the very real need for companies to outsource tasks in order to keep operations running smoothly. Whether you have a hardware issue or a complex software task, it is all managed underneath this umbrella term.
What is the difference between L1 L2 and L3? ›The main differences between L1, L2, and L3 cache memory are are capacity and transfer speed. L1 is low capacity but extremely fast, L2 is slower but has more storage space, and L3 is the slowest of the three but also usually has the biggest storage capacity.
What is L1 L2 L3 business process? ›Level one (L1) - Business Process Area Level 1: A specific business process area. Level two (L2) - Business Process Level 2: A specific business process. Level three (L3) - Activity: A specific activity. Level four (L4) - Task: A specific task involved in an activity.