Messages of the status “very high“ (Priority 1) have specific features (automatic forwarding to SAP):

If a priority 1 message is created outside our “regular“ support hours on working days (European zone: 8 a.m. to 6 p.m. CET), we kindly ask you to write in English as customer messages will be processed according to the “Follow the Sun“ principle of the SAP Global Support. This means depending on the time the message is sent, it will automatically be processed in the US & Latin American (2 p.m. to 2 a.m. CET) or Asian zone (1 a.m. to 10 a.m. CET) by English-speaking SAP global support employees.

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Important: In case of priority 1 messages the customer should also provide English-speaking contact persons with decision-making and professional competency during these hours in order to ensure a smooth communication on the phone or in written form. This helps to find a suitable solution process right away.
Differences between priority 1 and priority 2 messages:
Priority 2 messages (status “high“) sent outside the above mentioned support hours are not automatically forwarded according to the “Follow the Sun“ principle. In case those are forwarded to SAP at a later point in time, they might have to be translated into English, subject to your approval.