speeding support
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SAP Active Global Support Reference Guide
Global Support CuStomerInteraCtIonGettinG the Most roM Yoursupport
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Content
5 SAP Service Marketplace
5 sAp svc Maklac 5 rq a s-u iD 5 sgl sg-o/sAp pa 5 s Adma
6 Access to SAP Software,SAP Solution Manager, andSAP Services
6 sAp sl Maag, eed
6 Acc sAp swa 7 sAp s svc og
9 Customer Message Handling 9 Ca a Cm Mag10 A Y sbm a Cm
Mag sAp10 Cag sa py
a Cm Mag
10 W a Cm Mag irlvd
11 Speeding Up and Escalating
Requests 11 sdg u pcg
a Cm Mag 11 ecalag a Cm Mag11 Cm Val-Addd
rll 11 Dg B imac
12 Useful Links and Components 12 Gg sad 12 Gal 14 ul Cm 14 sAp Bobjc ad
rlad Cm
15 SAP Notes 15 rlva sAp n 16 Cacg sAp
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• rg s- awd• rqg cd dd
s-• Gg -adma dal• rgg cmay -mal dma• navgag sAp s pal
sAp svc Maklac xa• sdg xg cm mag• ecalag xg cm mag
t CiC al ac a a ky y s Advy C sAp es vc cm.
Y ca cac CiC by l by-mal; wv, m cv md cmmca l.
t ba ccal , ca acm mag ( “CmMag hadlg” ag 9).
sAp cmmd vdg vy b cm
. A ky a ac cmac c (CiC). t CiC avalabl 24 a day,7 day a wk, 365 day a ya, ad vd a cal cac aac w ccal q c a:
Contact by telephone or e-mail:
•Contactyourlocalsupportcenterat
://vc.a.cm/c
•ViewSAP®Note560499at
://vc.a.cm/
•Learnaboutsupportofferingsat
://vc.a.cm/g
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SAP Service Marketplace
://vc.a.cm
sAp svc Maklac abl cmad a cllaba lly w sAp.
sgmd cc al ald y acla d, sAp svc Mak-lac y - acc xclvma ad a xv cm vc, wa, ad clg. sApsvc Maklac vd caykwldg l l y g vala, mlma, ad a y sAp l.
i y a gg ad w sAp svcMaklac, g ://vc.a.cm/-wlcm.
rq a s-u iD1. G ://vc.a.cm2. Clck rgtatn lk3. Cml m ad clck submt i y cv a a y -mal dma gd, cac y lcal CiC a://vc.a.cm/c.
A s- iD vd gal acc
sAp svc Maklac. t g addalaza, cac y adma:1. G ://vc.a.cm/myl2. Clck lk Dlay my
su-admn tat
sgl sg-o/sAp pa Acc may al w sApsvc Maklac w avg y iD ad awd. i ya dcd a sAp svcMaklac v, y a amacallyacad.
sgl g- sAp svc Maklac sAp a, wc a al kwa dgal cl cca. t sAp a y dgal a ad a
cc bw y acc daa y lcal mac ad y acc daa sAp svc Maklac.
m ma, g ://vc.a.cm/c.
s Adma
Listedasthemainuserinyourcompany,a adma maa aza all s- iD cmay.
Ma ak cld:• Agg ad mvg aza
s- iD• Cag w s- iD• Dlg s- iD• Dg addal adma• rgg -mal dma
i add clac -admaak, adma ycallybl qg lcky w ym ad ymdaa maac.
t ca b d by a
adma by a lcal adma w bl cc alla.• rq lc ky a
://vc.a.cm/lcky• Maa ym daa a
://vc.a.cm/ym-daa
Sap ServICe marketplaCes-user AnD super ADMinistrAtor
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SAP Support Services Offerings
t sAp sadad s a bac vc g w avalabl labl ccal dad maag ym al ad g-y. W g, cm bm g sAp l ad x- mga k, wl ag va a sAp cly -dc. i add, y av acc lad adad m vc w y w it gaza c ccalml lcycl y sApalca ad l, c a gglv, mgag, ad gadg.
sAp e s vc vd -acv add all a sAp sadad s . t
acv vc cma l,c, ad m vc a ablc mvm, lc alcalcycl maagm c - va, b ad aal c
mvm, ad lv add al
c a. Cm alcaladca may cagly glbalb c a xd cl, vd, ad b a ad clck. sAp e s add cad dmad by vdg m-ccal b c, makg dal g m b.
t q a vc d sAp sadad s sAp es, ca a cm mag a://vc.a.cm/mag gcm SV-BO-REQ.
ma ab q m vc, sAp n1437976 a ://vc.a.cm/.
t la m ab c g ad cldd mvc, g ://vc.a.cm /adad ad ://vc.a.cm /.
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ma ab addal vc, g llwg lk:
What Link
SAPGoingLive™Check ://vc.a.cm/gglvcck
SAPGoingLiveFunctionalUpgradeCheck ://vc.a.cm/gglv-
SAPEarlyWatch®Check ://vc.a.cm/alywac
sAp ealyWac Al ://vc.a.cm/wa
sAp os/DB Mga Cck ://vc.a.cm/dbmga
sAp sl Maag ://vc.a.cm/lmaag
ex gdd mlma ://vc.a.cm/alm-vc
ad m l vc lc
ext Gudd imlmntatn sn
Cm c x ://vc.a.cm/c
C qaly cck ad mvm vc
sAp e s
://vc.a.cm/cqc
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Create a Customer Message
i y xc a blm a w sAp wa d-ay walcd g sAp, sAp cmmda y ac kw x sAp n l daaba ada ://vc.a.cm/q-l.i y q aac, ca bm a sAp cm mag.
sAp dc, m cvad c md cag a sApcm mag ca dcly y sAp wa alca. (t d y aly sAp Bobjc™l.) t mag adamacally vc dk sApsl Maag; m mag sAp. Alavly, y ca ca
a cm mag sAp s pala ://vc.a.cm/mag.t ca a cm mag sAps pal, y m av a s- w aa aza.
llw mag wzad a gd yg mag ca c.Mak a y cml all ld
w cag mag.
A lag ma ad l lk aavalabl l d c vd dcma ad aac.
Ca cm mag blm. i y q aac, cac y lcal CiC a
://vc.a.cm/c.
CuStomer meSSaGe HandlInG
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After You Submit a Customer Message
to SAP
• M mag da a daly ba by gg l dkc sAp sl Maag ://vc.a.cm/bx. Mm qly cm mag w a y “vy g” ad “g.”
• rd qckly all q g ma
• sd mag back sAp a da cmld
• W a mag “cm ac,”sAp wag y adca c w vga.i mag ma “cmac” a lg, wll b cldamacally.
• W a mag “cm ac,”
y ca cag mag ad daddal ma.
• Y ca da a cm maga ay m by g mm y“i sAp.”
Change the Status or Priority of a
Customer Message
• W a cm mag “cmac,” y ca cag y mag. m ma, sAp n 67739 a://vc.a.cm/.
• t q a cag y amag a w sAp cg,cac y lcal CiC va://vc.a.cm/c.
When a Customer Message Is Resolved
• t a l m yqm, cm mag amly ma. A a d m, mag dad, wll bcld amacally w .
• Cml dback qa.sAp ma adada mag l c.i way y ca lc sAp adb m mvd advc.
• i y a ad w way ycd wa adld, vd sAp w y dback a sAp n 736045a ://vc.a.cm/.
• i blm ll adg, mag sAp
cg.
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Speeding Up the Processing of a
Customer Message
t d cg ymag, cac y lcal CiC a://vc.a.cm/c. ma w vd dal w macg yb, sAp n 1281633 a://vc.a.cm/.
Escalating a Customer Message
t q a cal cala ymag, cac y lcal CiC a://vc.a.cm/c. ma ab qg a calaad vdg dal w macg y b, sAp n90835 a ://vc.a.cm/.
A cal cala jd ccalca ly. al vd daldma w macg y b wll l qbg dd.
Customers of Value-Added Resellers
W y cm mag w y val-addd ll (VAr) cg,cac y VAr dcly aac.
Defining Business Impact
Wl all ccal dal d b vdd mag, sAp dal w macg y b a zg mag.
ima ab ccal bmac qd all q :• sd cg a mag• ra y a mag• ecala a mag• Ca a “vy g” “g” mag
G sAp n 1281633 ad sAp n90835 a ://vc.a.cm/ ad vw q a la ’ mac y b. i y q, vd aw qab y ym c a:
Production system:
• i dc ym dw?• Wc sAp dc acd?• Wc b c a acd;
xaml, ayll g?• A acd? i y, la xla.• i a wk-ad lac? i y,
w cv wk-ad?
Test/development/QA system:• Wa lad da dc
g lv?• Wa a y gg lv w (sAp dc
v, ackag, ac)?• i a w, ad d
v la g lv mcdg?
• Wc ag jc a y wkg ?
• Wa a ml da jc?
SpeedInG up and eSCalatInG requeStS
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m ma, ://vc.a.cm/qcklk.
uSeful lInkS and ComponentS
Getting Started
What Link
Learningmaps ://vc.a.cm/m-lagma
LocalSAPcontractsdepartment ://vc.a.cm/c
ad c Cntact Datmnt
SAP®BusinessObjects™support ://vc.a.cm/ba-
sAp svc Maklac ://vc.a.cm
sAp svc Maklac dm ://vc.a.cm/aldmsAp svc Maklac: gg ad ://vc.a.cm/-wlcm
sAp c vc c a sAp a ://vc.a.cm/c
General
What Link
Alca lcycl maagm ://vc.a.cm/alm
Cc sAp ://vc.a.cm/acc-
Cm mag ca ://vc.a.cm/magDaa adma ://vc.a.cm/ym-daa
Licensekeys
SAP®BusinessObjects™temporarykey
sAp may ky
://vc.a.cm/lcky
ad c obtan Bunobjct tmay
lcn ky (Zip fl). s al sAp n 1251889.
s sAp n 94998.
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What Link
pa al ://a.a.cm
pdc avalably max ://vc.a.cm/am
SAP®BusinessObjects™articles ://d.a.cm/j/bc/acl
sAp Bobjc cmmy ://d.a.cm/j/bc
sAp Bobjc m ://d.a.cm/j/c/m
sAp Bobjc ://d.a.cm/j/bc/
sAp B o alca ://vc.a.cm/mb/bcm
sAp Dvl nwk ://d.a.cm
sAp e s vc ://vc.a.cm/
sAp n ac ://vc.a.cm/
sAp blc Wb ://www.a.cm
sAp sl Maag ://vc.a.cm/lmaag
sAp s pal ://vc.a.cm/
swa caalg ://vc.a.cm/wcaswa dwlad ://vc.a.cm/wdc
s c ://vc.a.cm/c
s g ://vc.a.cm/g
s- adma ://vc.a.cm/-adm
tccal l maagm ://vc.a.cm/m
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Useful Components
t llwg a cmmly d cm clay y cm mag. m ma, vw cm c va sAp n 36677 a ://vc.a.cm/.
Issue Relating to Component
Licensekeyrequest,general XX-SER-LIKEY
Licensekeyrequest,SAP®BusinessObjects™solutions XX-SER-LIKEY-BOJ
rm cc XX-SER-NET
sAp svc Maklac XX-SER-SAPSMP
sAp svc Maklac, s- XX-SER-SAPSMP-USR
swa db c XX-SER-SAPSMP-SWC
swa q XX-SER-SWFL-SHIP
SAP BusinessObjects and Related Components
SAP® BusinessObjects™ software Component
Dvlm cm alca g wa dvlm k BOJ-DEV
e g ad qy aaly BOJ-ERQ
plag EPM-PLA
sAp Bobjc b llgc l BOJ-BIP
sAp Bobjc ma maagm l BOJ-EIM
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Sap noteSContACtinG sAp
Relevant SAP Notes
SAP® Note Name SAP Note Number
24- bl lagag 32736
Acc sAp svc Maklac (Cllcv n) 422409
Cmla ccg sAp AG svc & s 736045
Cm mag – Cm lg daa 508140
egagm vw e s 1492013
Glbal s Cm iac: tl/ax/-mal 560499
hw dwlad add dc ad/ wa m sAp svc Maklac (sMp)
1266909
J [Jaa]: s x cagd egl 69459
pq dg rm svc 1437976
p blm mag 67739
py 1 s gally avalabl 46742
pcg cm mag egl 873046
sAp Mag ecala pcd 90835
svc cc: Cm (vvw) 35010
sval q d mag 50048
sd u pcg a Cm Mag 1281633
Wa clg – Wa ? 83020
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www.sap.com/contactsap
Contacting SAP
t a m md cac sAp. t llwg abl ca ma md:
Contact Link
Cm ac c (CiC) ://vc.a.cm/c
pa al -mal [email protected]
sAp ://www.a.cm/caca/c
sAp cac dam ://vc.a.cm/c
ad c Cntact Datmnt
SAP®DeveloperNetwork
( w p-) -mal
sAp edca gaza -mal dca.<cy>@a.cm
w <cy> y cy
sbm a q sAp ://www.a.cm/caca
50 098 973 (10/08)
©2010 sAp AG. All g vd.
sAp, r/3, sAp nWav, D, paedg, ByDg,sAp Bobjc exl, ad sAp dc ad vcmd a wll a cv lg a admak gd admak sAp AG Gmay ad c.
B objc ad B objc lg, Bobjc,Cyal r, C yal Dc, Wb illgc, Xcl, ad B objc dc ad vc md a wll a cv lg a admak gd ad-marksofBusinessObjectsSoftwareLtd.intheUnitedStatesand c.
All dc ad vc am md a admak cv cma. Daa cad dcm vmaal ly. naal dc cca may vay.
t maal a bjc cag w c. t maala vdd by sAp AG ad aflad cma (“sAp G”) maal ly, w a waay ay kd, ad sAp G all b labl m wc maal. t ly waa sAp G dc ad
vc a a a x waay amaccmayg c dc ad vc, ay. ng ldb cd a cg a addal waay.