SAP Active Global Support:
Support Centre -- Further Information
Logging a Support Request
As we provide second level support we assume that you
have investigated SAP service marketplace Notes and can
provide us with the results of your investigation. It is
vital that you provide as much relevant information as
possible for a faster turn around.
Whether you are investigating the Service Marketplace
or logging a request you need to be aware of the
following information:
-
Point of contact. It is essential that the name
of the person dealing with the issue at your site
appears in the 'CONTACT PERSON' field. It is imperative
that you keep your contact details in the SAP Service
Marketplace updated at all times. It different contact
persons are involved please state the names and contact
phone numbers within the message.
Note: For
Very High priority messages it is essential that
you provide us with an after hours contact number.
- The
attributes describing the product that the
request relates to (i.e. the Software Release, Addons
installed and the release for those and the latest
Support Package installed).
- The
component area of the issue. Every Support
Consultant is responsible for specific components, if
you specify the area of the problem more detailed, the
responsible consultant will get the request faster
(i.e. instead of general assignments like FI, be more
specific and assign it to FI-GL if it is a problem with
General Ledger).
- The
transaction and program name.
- Brief
description of the situation. The description
should show which steps led to the problem and give
information on changes in your system like applying
support packages or changes in customising which could
influence the system behaviour.
- Details of
your investigation carried out prior to
contacting the Support Centre. This includes any SAP
notes you may have applied or researched.
- Information on
customer functions or modifications in the area
the problem occurs.
- The
priority of the request, and the details that
impact the issue on your business.
Note:
Software-related issues caused by
non-conformance or a defect in the SAP standard software
are corrected free of charge as part of your maintenance
contract. SAP reserves the right to levy charges for
solving problems that are non related to the standard SAP
software or problems caused by activities performed by
customers or partners.
Logging a request for
information or Services
Requests for information or services have the
component areas XX-SER- ?? in the SAP Service
Marketplace. Please provide full details of your
request.
Priority of
request
Please use the table below to assign your priority
according to the impact/s to your business.
Should the business impact/s change whilst we are
addressing your issue please contact the Global Support
Centre and ask for the Duty Manager.
|
Priority |
Definition |
| Very
High |
This
priority is reserved exclusively for situations in
which you production system is down or you intend to
go live very soon and this issue will prevent your
production system from going live. |
|
High |
Used
for situations where there is a severe functionality
loss but the system remains operational and
processing can continue. |
|
Medium |
A
program or functionality error has occurred but
processing can still continue, or a non-business
critical function is not performing properly. |
|
Low |
Request for service or information or a problem has
been identified. Minor impact. |
When responding to a request for further information
by SAP, we ask you to take into account the priority you
have allocated to the request. The overall processing
time will depend on your responsiveness.
Emergency &
After Hours Support
Emergency support is available 7 days a week, 24 hours
a day, through SAP Service Marketplace R/3 & Web for
critical issues with a Very High priority. Outside the
normal Support Centre hours (0800 - 1800 AEST), we
provide Emergency and
After Hours support. This
operates on a "follow the sun" principle, which means
your critical issue is forwarded to the current
operational time zone. If you have any concerns regarding
the issue please telephone the Support Centre and request
to speak to the
Duty Manager.
Performance
Related Support
For performance related issues (hardware, software or
database) SAP offers
SAP Global Support
Services. We also provide the EarlyWatch Alert
monitor to assist you to monitor your own system
performance.
Remote Connection
It is a requirement to establish a Remote Connection
between your R/3 system and SAP's worldwide network. We
are unable to provide certain maintenance services
without this connection.
- Access the latest information during your software
life cycle.
- Search for known problems, tips and tricks and
information.
- Report problems via SAPNet R/3 Frontend.
- Receive assistance from our Global Support
Organisation.
- Receive
SAP Global Support
Services.