In regards to problem requests issued by you through the Cirrus SAP CCS Management Interface, the response time shall be no more than 4 hours within the defined work hours. We aim to keep the resolve time as short as possible.

Time definition: Work time

Time definition: Support response time

The warranted response time shall be no more than 4 hours after receipt of the Support request through the Cirrus SAP CCS Management Interface until the request will be assigned to a specialist during work time as defined above.

On the Management Interface of our Solution you can create different types of support requests.

• Support request: Submit a support request when you encounter a problem that could not be solved with the information provided in the FAQ and on the rest of our website.
• Information request: Choose this type of request if you are looking for specific information.
• Change request: If you want something in particular to be modified on your interface, select the change request.. 

When the request has been created and submitted using the “Submit” button, Cirrus SAP Cloud Computing will generate a unique request-ID. By clicking on this request-ID, you can open the request again. The request will now be treated on the intern by our Cirrus Cloud Computing support team and sent directly to the appropriate service.

You will get a confirmation email “Support request created“ and another one when your support request has successfully been treated by our support team and is solved. Follow the instructions in the email to open the support request again and decide whether the case you submitted has been satisfactorily solved or not. In case you find the solution not satisfactory, click on the “Decline Solution” button. Please use the appropriate field to enter the reasons why you find the solution not appropriate to the problem. In case the solution completely satisfies your expectations, click on the “Approve Solution” button.