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SAP S/4HANA Support
S/4HANA support should say whether the work is application support, basis, authorizations, or all three. Finance, MM, SD and PS issues have different business calendars. A month-end close is not the same as a warehouse outage. Capture the system, client and business impact on every incident. If the landscape still includes ECC during a migration, list both systems so an ECC ticket is not rejected as out of scope.