1.

Level-1 Support: It is a front end support or end user support to Reset the Passwords
lock and unlock users. GUI related issues. (Installation, patches, upgrade)
performance check list activities etc
Note: Very less privileges are assigned to the users there will be no input on the
system by this users there will be no input on the system by this users i.e. they cant
Delete, Drop, Change objects in the system. It is also referred as monitoring Job.
2. Level-2 Support: The reports from the Level-1 consultants along with
recommendations are evaluated and ensure that they are resolved. Level-2
consultant handle assignments of roles, Background Jobs rescheduling, data
transfers, notes etc..
3. The issues which could not be resolved can be escalated to Level-3
4. Level-3 Support: Recommend the parameters for Tuning, Support Package
application, Scheduling down times, working with SAP, database activities etc.
5. Level-4 Support (Onsite):The consultant works with data center and knowledge of
O/S, R/3, DB etc is required for this. Responsible to Start Up the BOX. Responsible for
Backup, Restore, Recovery, DR, Standby, Clustering, Mirroring, H/W migration,. UPS
aircom etc.