What is second-line support in SAP SRD-CC-ITS - CRO14-IT SAM?

SAP Term: second-line support

• Component: SRD-CC-ITS

• Component Name: CRO14-IT SAM

• Description: The support process for issues of medium complexity that have been escalated by first-line support. This process may require onsite visits and usually takes a longer time to resolve than the first-line support process. Second-line support handles a lower volume of issues than first-line support.

Smart SAP Assistant

• Key Concepts: 
  Second-line support is a type of technical support provided by SAP for its customers. It is the second level of support after the first-line support, which is provided by the customer's own IT team. Second-line support is provided by SAP's own technical experts and is used to resolve more complex issues that cannot be solved by the customer's IT team. 
  
  How to use it: 
  Second-line support can be accessed through SAP's Service Request Desk (SRD). Customers can submit a service request to the SRD, which will then be assigned to an appropriate expert. The expert will then work with the customer to resolve the issue. 
  
  Tips & Tricks: 
  When submitting a service request, it is important to provide as much information as possible about the issue. This will help the expert quickly identify and resolve the issue. Additionally, customers should ensure that they have all necessary access rights and permissions before submitting a service request. 
  
  Related Information: 
  The specific component of second-line support mentioned in this question is SRD-CC-ITS CRO14-IT SAM. This component provides customers with access to SAP's Service Request Desk, which can be used to submit service requests for second-line support.