Service Level Agreement for Customer ESS (Extended Support Services)
| Priority | Response Time | Resolution Time | Condition |
Very High | (15-Mins)Realtime | 30Mins-Finish | Issue Escalation to SAP & Need Support by SAP Global |
| High | (15-Mins)Realtime | 3H | High priority issues considered as condition which all department can't perform daily transaction. |
| Medium | (15-Mins)Realtime | 1D | Medium priority issues considered as condition which one to two of department can't perform daily transaction. |
| Low | (15-Mins)Realtime | 3D | Low priority issues considered as condition which did not have huge impact to any daily transaction. |