Monitoring and Troubleshooting

Product Specifics / Service Guide Template

This chapter summarizes the steps and tools for dealing with problems, glitches, outages and other unexpected situations with the service. The goal is to:

Enable the customer solve the problem on his/her own using existing troubleshooting resources (Guided Answers tree, see the note below). The easier to find and the better the resources, the less likely the customer will be to create support tickets.
If he/she still cannot find a solution, contact SAP support.

<div> <div></div> <div></div> </div> <div> <div><strong>Target group</strong></div> <div>Account administrator, (application developer)</div> </div> <div> <div><strong>Mandatory / Optional</strong></div> <div>Mandatory</div> </div> <div> <div><strong>Size</strong></div> <div>Multiple topics possible (grouped under root topic M <em>onitoring and Troubleshooting</em>)</div> </div>

guideline

Guided Answers

Use the Guided Answers tool as the place for troubleshooting information for your service. Do not provide that information in documentation, tutorials, blogs, or anywhere else. Make sure you link to that information prominently from the Monitoring and Troubleshooting section.

Together with your PO, dev team, primary support or PM contact, identify the main troubleshooting scenarios for your service. For example, you can investigate the support tickets, questions in the SAP community, and so on. Based on those scenarios, provide as much content as possible for the Guided Answers tree of your service. In the Guided Answers section, customers also find information on how to solve general issues on SAP BTP as well as information about other services. This will enable customers to solve issues themselves instead of reporting incidents.

Instead of providing "FAQ" topics in the "Monitoring and Troubleshooting" chapter, provide the information in your Guided Answers tree.
If required, link to your Service Guide from the Guided Answers tree.
From the "Monitoring and Troubleshooting" chapter, set links to the Guided Answers tree of your service.
From the product page of your service, in the category Troubleshooting, set a link to the Guided Answers tree of your service. See Service Product Page

For more information on the process of creating Guided Answers content, see Guided Answers (GA). Contact: Ani Koycheva.

Basic Considerations

The following questions might help you when collecting information for this chapter:

What are the typical customer tickets for your service? Are there common questions or typical errors reported?
Have you received customer feedback through you PM contact?
You can try to further reverse-engineer potential problems. Are there scenarios requiring too complex or too specific configuration? Are there scenarios that require too many steps? In such cases, customers could easily confuse or miss a small detail that could lead to errors.

Multiple Topics

You may want to provide more than one topic to describe the individual aspect of monitoring and troubleshooting. Group all of these topics under the root topic "Monitoring and Troubleshooting".

warning

Do not add any scenarios, FAQs or other information that you can add to your Guided Answers tree (see the note above).

Topic Content

Title: Monitoring and Troubleshooting

Use "Monitoring and Troubleshooting" as title of your (root) topic. Do not replace it with another title.

Use the following standard formulation:

Context If you encounter an issue with this service, we recommend following the procedure: Procedure

Check the platform status.
Check the availability of the platform at SAP Trust CenterFor more information about platform availability, updates and notifications, see Platform Updates and Notifications in the Neo Environment
Check the troubleshooting scenarios available in the Guided Answers tool.
See <link to the service-specific Guided Answers tree>.
Search for other resources, and if you don’t find a solution, contact SAP Support.

See Getting Support.