SAP has hosted a session on September 30, 2015, in which it gave an overview on the SAP Support processes, roles and responsibilities for customers and partners using SAP Business ByDesign, SAP Cloud for Customer or SAP Cloud for Travel and Expenses. This is especially important for customers, who also have an SAP partner at their side.
Key takeaways are:
I) Many customer questions are answered in:
a. Product documentation (in the help center)
b. Federated Search (in the help center)
c. Recordings of Meet-The-Expert Sessions (available in SAP Enterprise Support Academy)
d. SAP Community Network (SCN)
In order to get your questions answered quickly, please consult the above sources before opening an incident.
II) The Support Interaction Partner/SAP follows these principles:
a. SAP owns (supports and maintains) SAP code
b. Partner owns (supports and maintains) Partner code
c. SAP cannot change or maintain partner code
d. SAP will engage with customer and partner, when required
III) SAP requires from all development partners (partner develops code):
a. Signed Support Agreements with Customer and SAP
b. 7 x 24 Support Contact – both email and phone
c. 7 x 24 Escalation Contact – both email and phone
d. Partner has educated customers on partner support process, including how customer can contact partner for support
Within SAP the following incident management process applies:
With this, we seek to provide industry leading support for our customers.
Please refer to the presentation for details: http://www.sdn.sap.com/irj/scn/index?rid=/library/uuid/7092678d-9558-3310-6584-e31bcee2406f&overridelayout=true