SAP Business One Maintenance Policy

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Support for SAP Business One never ends

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SAP Business One Maintenance Policy

  1. 1. SAP® Business OneMaintenance PolicyLast Updated: March 2012
  2. 2. SAP® Business One ApplicationMaintenance Offering for Your Installation Continuous Improvement Quality Management ■ SAP® software upgrades  Proactive remote services such as new major and minor releases, (remote support platform for SAP patches Business One)  Partner support dashboard ■ Technological innovations, functional enhancements  Message creation wizard SAP Service Marketplace SAP Channel Partner Portal Knowledge Transfer  Solution database (SAP notes)  Expert empowerment sessions Problem Resolution  Podcasts  Global problem resolution  Documentation resource center  24x7 handling of messages with very high priority  RCA/Topic Landing Pages  Escalation handling  E-learning curricula  Message queue platform  SAP Business One forums  Remote support  Cross Search (xSearch)© 2011 SAP AG. All rights reserved. 2
  3. 3. 1. General Prerequisites2. Prerequisites and Obligations: Continuous Improvement3. Prerequisites and Obligations: Quality Management4. Prerequisites and Obligations: Problem Resolution5. Prerequisites and Obligations: Knowledge Transfer
  4. 4. Support for SAP Business One from SAP never ends SAP provides Mainstream Maintenance with global availability after the end of Ramp Up (SAP ‘s Release Strategy for SME). Transitional Maintenance starts after the end of Mainstream Maintenance and enables customers to continue running their mature release until the upgrade to a version under Mainstream Maintenance takes place (which remains nevertheless the recommended option). Ramp Up Mainstream Transitional Maintenance Maintenance * New releases  Patches Continuous  Legal changes Security  New software releases with No patches Improvement functional enhancements  Technology updates to support No legal changes state of the art technology No technology updates Quality  Proactive remote services Reactive remote services (functionality might be Management (Remote support platform for SAP Business One 2005 and higher) limited) No proactive remote services  Implementation and operations Full access to existing Knowledge processes, content and tools - knowledge transfer + Ramp Up material and forums  Documentation resource center Knowledge Transfer Offerings via the remote access Transfer support platform might be  SAP Business One forums limited Problem resolution for Problem  Customer issue solving  24 x 7 Priority 1 support + Preferred message known bugs (i.e. only already existing solutions) Resolution solving No processing nor  Escalation handling fixing for new bugs Limited escalation handling* Important notes for Transitional Maintenance: The maintenance fee for releases under mainstream maintenance and transitional maintenance is identical. The individual upgrade options for each SAP Business One release are described at the Channel Partner Portal / product availability Technology updates (i.e. new SQL server technology), new legal changes and development requests (DRQ) will be considered only in releases which are currently under mainstream maintenance The solution to issues already known to SAP will be provided as Notes, Patches, or Major Releases that are already available – no new solutions will be provided for versions in transitional maintenance Corrections of data inconsistencies will be supported for releases under mainstream maintenance (exceptions to this only at SAP’s discretion) AG. All rights reserved. © 2011 SAP 4
  5. 5. General PrerequisitesWhen Will SAP Provide Support Services? When Will the Partner ProvideThem?Support Certification and Empowerment of Partner Support Consultants Partners will ensure at all times that at least two members of their staff are SAP-certified applicationassociates for the SAP Business One application and are dedicated to customer support. The certification isbased on the e-curriculum for support consultants available at the SAP partner portal. Only these certified support consultants should forward messages to SAP for support level 3* andcommunicate regarding messages with SAP on support matters. Please note that any communication between SAP support personnel and the partner’s customer shouldbe facilitated by the partner. (For example, the partner needs to be present at WebEx sessions held with itscustomer and to obtain further information that SAP requires from the customer.)RecommendationWhile SAP product support personnel may provide suggestions for the end user’s system, it is ultimately thepartner’s and the end user’s responsibility to ensure that any suggestions are implemented in accordancewith local laws and regulations. (This includes, for example, regulations for accounting, taxation, systems,and so on.)*For additional information on support level 3, see slide 29.© 2011 SAP AG. All rights reserved. 5
  6. 6. General PrerequisitesSupported SoftwareMaintenance services will be provided by SAP for the most recent software currently being shipped or forsoftware under maintenance agreements as defined in the product availability matrix on the SAP ServiceMarketplace extranet. The services are specified in “Maintenance Exhibit 4” and in this document under“Prerequisites and Obligations: Problem Resolution.”Situations Where No Support Will Be ProvidedSAP will not provide maintenance services to the partner or end user under the following circumstances or inthe following situations: Faulty or inappropriate hardware environment that is not in compliance with the sizing guide Connection with a software environment other than as described in the pertinent documentation Use of any database on which via structured query language (SQL) queries or other means, triggers orother solutions that modify, respectively access datasets or data structures are applied or executed,respectively the creation of additional dependencies that interfere with SAP B1 standard, with the exceptionof queries or solutions provided by SAP Altered implementations of SAP Business One Inappropriate use of the SAP Business One Software Development Kit (SAP Business One SDK), that is,implementation outside the product documentation Breach of license provisions Problems due to connection with non-SAP products Use of third-party products (for which the partner has no license) Inappropriate installation or implementation Unsatisfactory end user training Lack of or incorrect business design Inappropriate operation or incorrect handling of the software by end user (incl. cases where due to this,incorrect data was stored in the DB – SAP is not responsible to alter/correct this data) No valid maintenance contract or no payment of maintenance fee in advance as specified in the SAP pricelist2011 SAP AG. All rights reserved. © 6
  7. 7. General PrerequisitesScope of Support Regarding Database Platforms SAP will support any SAP Business One application error. In cases of issues of the underlying database server, no support will be provided by SAP if the databaseserver license was purchased via a vendor other than SAP. In any case where external (e.g. faulty hardware, power outage, etc) factors caused a corruption, potentialdata loss can occur. SAP can neither be made responsible for the loss of data nor for the loss of generalintegrity of the system. Please note this applies as well to cases of faulty set up or negligence inmaintenance.© 2011 SAP AG. All rights reserved. 7
  8. 8. General PrerequisitesScope of Support Regarding CustomizationDiscussion of Queries, SAP Business One SDK, and More SAP will support any SAP Business One application error.The creation of any kind of non-SAP customization is the partners responsibility. Please take note ofSAP’s support scope as outlined in “Situations Where No Support Will Be Provided”. SAP may provide sample code, queries, and so on, as an extra service. However, SAP product supportpersonnel do not have full knowledge of the end users’ implementation or specific business processes.Therefore, it is the partner’s and the customer’s responsibility to validate whether the code, query, orcustomization suits the requirements and has no negative impact on the end users’ environment or businessprocesses. Non-SAP customizationIn the case of non-SAP customization, (that is, queries, SAP Business One SDK code, print layout designer,user-defined field, XL Reporter, and so on), SAP requests that the partner submit only the specific samplewhere the issue can be reproduced, or a simplified sample of the code or query.© 2011 SAP AG. All rights reserved. 8
  9. 9. General PrerequisitesSupport Scope Regarding Add-OnsAdd-On Application from SAP SAP will provide support if an incident occurs with any add-on SAP software for SAP Business One. SAP will further investigate the issue if its source cannot be readily identified as arising from core SAPsoftware or from a software solution that is a partner offering. In that case, SAP will work to identify thesource of the issue together with the active help of the software solution partner.Partner Add-OnIf the issue is presented in functionalities, forms, windows, or menus that are part of an add-on from asoftware solution partner or its integration with SAP Business One, the software solution partner will beresponsible for further investigation.Product Support from SAP for Implementation, Training, and Live Operation SAP product support personnel do not provide pre-implementation support (in the design and conceptphase). Also, partners will receive presales support via local SAP field consultants in order to assess aprospects requirements and quickly evaluate whether SAP Business One is the recommended solution ornot.SAP product support personnel do not provide training material or support for training environments. Suchmaterial is available on the SAP Channel Partner Portal site.© 2011 SAP AG. All rights reserved. 9
  10. 10. General PrerequisitesProduct Support from SAP for Consulting and Business Process Issues SAP product support personnel will not provide support for consulting or business process-related issues. These kinds of questions can be answered in training sessions, product documentation, or support forumsfor SAP Business One. SAP has launched support forums for SAP Business One and is monitoring them asan important source of how-to questions. If a how-to issue is forwarded to SAP for resolution, SAP will refer it to the support forums for SAPBusiness One. Any issue reported by a partner that requires a resolution by a qualified support consultantwill be handled within the support organization and will not referred to the support forums.Support forums for SAP Business One are accessible on the SAP Developer Network (SDN) site atwww.sdn.sap.com.© 2011 SAP AG. All rights reserved. 10
  11. 11. General PrerequisitesHandling of Sensitive Data:Remote Support and Roll-In of the Customer DatabasePartnerThe partner must provide full and free support to SAP as may be reasonably required, for example, byproviding access to the required data. The partner will ensure that the end user also provides such support ifnecessary to remedy the issue.Providing access to the required data includes access to the database via remote support (Webex or remotesupport platform for SAP Business One) or via directly providing a copy of the database to support. (Seealso note 1166732 )SAP and PartnersEach party shall treat as confidential all confidential information, proprietary information, and businesssecrets of the other party acquired in connection with the maintenance agreement of the SAPPartnerEdge™ program. Both parties use information technology to store and process data concerning theirbusiness relationships. They must adhere to any applicable data protection laws.Technical Specification for Remote Support - Minimum System Requirements It is the partner’s responsibility to provide access for SAP to the end user’s system using WebEx MeetingManager software or other remote support tools that may be introduced by SAP in the future. This alsorefers to the remote support platform for SAP Business One as a standardized solution improvingsupportability and serviceability of the SAP Business One solution. Minimum system and network requirements can be found at www.webex.com or on the remote supportplatform for SAP Business One landing page (https://service.sap.com/smb/sbo/rsp).© 2011 SAP AG. All rights reserved. 11
  12. 12. 1. General Prerequisites2. Prerequisites and Obligations: Continuous Improvement3. Prerequisites and Obligations: Quality Management4. Prerequisites and Obligations: Problem Resolution5. Prerequisites and Obligations: Knowledge Transfer
  13. 13. Prerequisites and Obligations: Continuous ImprovementLife-Cycle Support Service Clear and predictable support time lines for your solution will be provided. Development and technical support will be provided for a minimum of five years starting with release 8.8*.SAP also plans to provide development and technical support for all future releases. The maintenanceschedule for mainstream maintenance is communicated in the product availability matrix on SAP ServiceMarketplace.Solutions Delivery SAP continuously develops the quality and updates the technology of the software, eliminates defects,incorporates legal changes, and provides the resulting solutions to partners, including new software. Corrections will be provided where possible via patches. Typically, new functionality, more complexcorrections, or legal changes are delivered via service packs and releases.SAP will prioritize and plan the implementation of the correction in a patch, or current or future major orminor release based on the business impact and the complexity of the correction to the end user base at itsown discretion. SAP will implement (downgrade) solutions provided in a higher available release to a lower release undermaintenance at its own discretion. It will do this based on the end user and partner business impact, and thecomplexity of the implementation to the end user base in the lower release. SAP will plan implementation ofnew complex solutions usually in a future release.© 2011 SAP AG. All rights reserved. 13
  14. 14. Prerequisites and Obligations: Continuous ImprovementRelease Family ConceptRelease Family –  Starting with Release 8.8, SAP Business One has introduced a release family concept, which consists of oneDefinition major release version and 1:n minor release versions  Enhancements are delivered in major or minor releases. Major releases (e.g. 8.8) contain major new functionality or architectural changes; minor releases (e.g. 8.81, 8.82) include new and improved business functions or corrections  Interfaces remain stable between major and minor releases  Upgrade effort within a release family is equivalent to a patch upgrade  A major release and minor releases that follow it, present a release familyRelease Family –  Each release family is supported for 5 years (begins with unrestricted shipment of the major release and coversMaintenance any subsequent minor releases in the release family)  When a new minor release enters unrestricted shipment, maintenance of the preceding version is discontinued  Patch frequency varies from 4 to 12 weeks; gradually decreasing during maintenance period  Discontinuation of maintenance for the preceding release only refers to the fact that no corrections or new functionalities will be delivered anymore in the preceding release, but in the subsequent (minor) release (which is the same code line). Apart from that standard support is offered throughout the whole mainstream maintenance period for the whole release family.© 2011 SAP AG. All rights reserved. 14
  15. 15. Prerequisites and ObligationsSAP Business One Upgrade PathThe individual upgrade options for each SAP Business One release are described at the ChannelPartner Portal / product availability© 2011 SAP AG. All rights reserved. 15
  16. 16. Prerequisites and Obligations: Continuous ImprovementPatch Delivery and Content SAP cooperates with partners in the decision making and planning process of determining whichapplication programming interface (API) objects to expose, taking into account need, prioritization, andinternal risk analysis of the exposure. Functional changes in the API are incremental only. A patch does not remove or change any existingfunctionality unless otherwise documented. A patch changes the underlying company database structure only when strictly needed and will describethese changes in relevant documentation. Database changes are usually related to providing corrections orlegal changes delivered via patches. A patch includes corrections, changes, and solutions delivered in previous patches. A patch is validated against internal SAP test cases (manual and automated) that verify the correctness ofnew solutions delivered (including corrections, legal changes, and exposures within an API). If relevant, SAPcooperates with selected partners and customers in this validation in the context of a lean ramp-up.© 2011 SAP AG. All rights reserved. 16
  17. 17. Prerequisites and Obligations: Continuous ImprovementPatch Delivery and Content A patch is validated against the accepted and working test scenarios (provided by the partner) from thesolution testing lab before the patch is delivered. A patch delivery date will be postponed only in the case ofidentified and severe issues, and postponement is decided by SAP. A patch contains documentation about the delivered changes, including a description of corrections, legalchanges, and API exposures.  Documentation will be published via SAP Notes and in dedicated sections on SDN.  All new API objects methods, properties, and services also are documented in the SDK help center.Availability to Partners and End Users The most recent Releases of the Software are usually made available by electronic means (electronicdelivery). All Support Packages/Patches available as downloads via the password-protected support areasin the SAP Service Marketplace.The PARTNER must make available all new Releases (incl. new Versions, Updates and Upgrades) andPatches it receives from SAP to its End Users without undue delay.© 2011 SAP AG. All rights reserved. 17
  18. 18. Prerequisites and Obligations: Continuous ImprovementHot Fixes (Temporary Patch)In specific cases, it is necessary to deliver a solution to a reported issue to satisfy the requestoutside of the defined patch cycle (e.g. partner reported issue, legal change with hard due date etc.).Therefore, with Optimized Patch Release Management, we have instituted a hot-fix mechanism via whichwe can deliver particular solution to customers/partners who have a need for the particular solution.Note:  Usually, a hot-fix delivers a solution which needs to be available as soon as possible and cannot wait for the next planned patch.  In an extraordinary case, a hot-fix delivers a solution to a problem that was caused by a previous patch. This is a very exceptional and rare situation and is usually announced by hot news or other specific roll-out communication.Therefore, if a hot-fix is available, it is necessary to understand if the solutions delivered via this hot-fix areapplicable to the customers or not. In case the solutions are not required by the customers, it is notnecessary to install the hot-fix. The next regular patch will include the solutions delivered by the previoushot-fix anyway.Once a hot-fix is applied at the customers installation to correct an issue, it is recommended to upgrade tothe next regular patch once released, as hot fixes are only provided as temporary solutions.© 2011 SAP AG. All rights reserved. 18
  19. 19. Adaptive Patch Delivery ModelProviding the right focus and optimized TCOMaintenance phase Major Release x.0 (1st year) Minor Release x.1 (2nd year) Minor Release x.2 (3rd year) Minor Release x.2 (4th, 5th year)Customer base  Customer mass adoption  Stable customer base  Mature customer base  Mature customer base  Strong focus on  Reaching customer  Driving for low  Driving for low upgrade/ installation volume maintenance efforts & maintenance efforts & support TCO for partners TCO for partners  Lowering maintenanceMain business focus  Stabilizing product efforts & TCO for partners  Reducing changes and  Reducing changes and patching needed patching needed  Providing fast solutions  Providing legal enhancements to assist  Motivating for upgrade customers in meeting legal requirements  Remedies for upgrade  Remedies for severe  Delivering highly  Delivering only highlyMain content regressions and variety functional defects & defects relevant remedies, relevant remedies of functional defects to without workarounds, to closing of functionalfocus gaps strengthen solid strengthen volume foundationPlanned cycle  4-6 weeks cycle  6-10 weeks cycle  10-12 weeks cycle  10-12 weeks cycle Ramp-up 1st year 2nd year 3 - 5 years Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Next major release in maintenance New Major release Minor Release Patch * Followed by transitional maintenance (see slide 4) © 2011 SAP AG. All rights reserved. 19
  20. 20. 1. General Prerequisites2. Prerequisites and Obligations: Continuous Improvement3. Prerequisites and Obligations: Quality Management4. Prerequisites and Obligations: Problem Resolution5. Prerequisites and Obligations: Knowledge Transfer
  21. 21. Prerequisites and Obligations: Quality ManagementUse of Support Tools It is the partner’s responsibility to ensure usage of all SAP-provided support automation tools as providedby SAP on SAP Service Marketplace.These tools include the partner dashboard, forums, the message creation wizard, notes, expertempowerment sessions, podcasts, SAPMats, secure file transfer protocol, WebEx, system datamaintenance, user management tools, remote support platform for SAP Business One and so on. Further details about this can be found at SAP Channel Partner Portal.Running Regular Backups Regular daily backups of the end user’s productive system should be done by the end user during theentire solution life cycle. *) It is the partner’s responsibility to run an end user system backup before requesting support services forproblem resolution and applying corrections to the system.*) Remote support platform for SAP Business One provides an option to schedule database backups.© 2011 SAP AG. All rights reserved. 21
  22. 22. Prerequisites and Obligations: Quality ManagementSAP offers remote support platform for SAP Business One*) to help partners and customers with proper monitoring of businessprocesses and system operations. Remote support platform for SAP Business One Purpose and Benefits to Customers and Partners  Remote support platform helps to ensure that core Keeping total cost of ownership low while optimizing the business processes are working properly. performance of your SAP solution can be a tremendous value to  Monitoring tool covers essential administrative areas of your business. Knowing the status of each SAP component in SAP software. your solution allows you to:  Helps to keep customers and partners up-to-date on  Minimize the risk of downtime system performance and stability.  React to issues, such as bottlenecks, before they become  Regularly executed health checks enable customers and critical partners to act proactively before issues appear.  Know what is affecting the performance and stability of  Self-Healing capabilities allow you to deploy corrections your solution faster and in time, avoiding unexpected system  Provide corrective measures faster and when necessary standstills. The underlying concept of remote support platform is to ensure smooth operation of individual SAP components by taking action proactively, before severe technical problems occur.In order to benefit from full SAP support for SAP Business One, it is mandatory that the remote support platform for SAP BusinessOne is implemented for every SAP Business One installation. Failure to implement the remote support platform may result ina limited scope of support for SAP Business One as the remote services platform is a prerequisite for delivery of SAP support forSAP Business One. The SAP Business One resellers contracts state that the remote support platform is part of the SAP supportoffering for SAP Business One and that Partners ensure implementation: „The PARTNER shall ensure that the remote support platform for SAP Business One is used at least monthly at End Usersinstallations.“ and that “The PARTNER will deploy SAP’s remote support platform for SAP Business One to its End Users(provided free of charge by SAP) and will ensure that it is implemented and used by its End Users.”*) Remote support platform for SAP Business One (RSP) is available for all releases under maintenance. To fully benefit from wide range ofsupport services it is recommended to use RSP. © 2011 SAP AG. All rights reserved. 22
  23. 23. 1. General Prerequisites2. Prerequisites and Obligations: Continuous Improvement3. Prerequisites and Obligations: Quality Management4. Prerequisites and Obligations: Problem Resolution5. Prerequisites and Obligations: Knowledge Transfer
  24. 24. Prerequisites and Obligations: Problem ResolutionCommunication Platform End users can submit their support cases to their service partner via the SAP customer portal. The partner must submit support cases to SAP and communicate with SAP regarding support cases viathe SAP Channel Partner Portal site. The partner and end user involved in the support case can check the status of the support case resolutionprocess at any time in the online messaging system.Whenever a support case is forwarded to the next support level, the end user shall be notified thereof bySAP or the partner, depending on who forwards the support case. The partner is obliged to pass on the resolution to the end user without delay. Please note that anycommunication between SAP support personnel and your customer should be facilitated by you. Forexample, you need to be present at WebEx sessions with your customer and obtain any further informationSAP requires from your customer.Communication LanguageWhere available, maintenance services will be rendered to the partner in the local language. Outsidebusiness hours or where such local language support is not available, maintenance services will berendered in English.SAP Support HoursSAP provides support for the software during SAPs regular business hours on workdays from 9 a.m. to 6p.m. local time. Outside business hours, support is provided only for very high priority messages that aresubmitted in English.© 2011 SAP AG. All rights reserved. 24
  25. 25. Prerequisites and Obligations: Problem ResolutionSupport Case PrioritiesVery HighA problem message or support case is categorized as "very high" priority if the problem has very seriousconsequences for business transactions, resulting in serious losses with high business impact.This is generally caused by the following circumstances: Absolute loss of a system Malfunctions of central SAP software functions in the end user’s production system Delays to a production startup or upgrade that is planned within the next three workdaysHighA problem message or support case is categorized as "high" priority if business transactions are seriouslyaffected and necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in theSAP software that are necessary for business transactions and tasks in the actual situation. The problemmessage requires immediate processing because the malfunction can seriously disrupt parts of theproductive business flow.MediumA problem message or Support Case is categorized with the priority "medium" if normal businesstransactions are affected. The problem is caused by incorrect or inoperable functions in the SAP system.LowA problem message or Support Case is categorized with the priority "low" if the problem causes few or noeffects on normal business transactions. The problem is caused by incorrect or inoperable functions in theSAP system that are not required daily, or which are rarely used.After consultation with all involved parties, SAP is entitled to change the priority of a support case.© 2011 SAP AG. All rights reserved. 25
  26. 26. Prerequisites and Obligations: Problem ResolutionPrerequisites for Prompt Processing of all Messages to SAPA separate message must be logged for each issue or question you are sending to SAP support personnel.This will minimize delays in the solution process, as separate questions may need to be processed byseparate members of the product support team.Prerequisites for Prompt Processing of Messages with Very High Priority A sufficient internet connection must be in place to enable remote analysis by SAP support personnel viae.g. WebEx, RSP on the affected system. A contact person must be available to provide further details on the problem and enable instant remoteanalysis by SAP support personnel. If the contact person is not available or reachable, or the communicationis not in English, there will be no processing outside standard local support hours. There is no 24x7 supportin this situation. Messages must be logged and replied to in English if they are sent outside the standard local supporthours. The preferred communication language is English even within standard local support hours. The business impact of the issue must be clearly stated. If the business impact is not clearly stated in themessage and cannot be confirmed (because the contact person is not available or reachable, or thecommunication is not in English and is sent outside standard support hours), then the message priority willbe reduced to high priority.© 2011 SAP AG. All rights reserved. 26
  27. 27. Prerequisites and Obligations: Problem ResolutionInitial Reaction TimeInitial reaction time is the time between the receipt of a client message and the initiation of processing.Service Level Agreement Priority Severity Initial Reaction Time Partner SAP Very high Emergency 60 minutes (real time) 60 minutes (real time) High Critical 4 hours (real time) 24 business hours Medium Non-Critical 8 hours (real time) 24 business hours Low Minor 16 hours (real time) 24 business hoursMaximum Processing TimeThe partner shall provide a solution or a work-around within the specified time frame called the maximumprocessing time. The partner shall forward a support case to the support level 3 team at SAP within thespecified time frame in case the incident root cause analysis of the support case indicates a problem in SAPsource code.© 2011 SAP AG. All rights reserved. 27
  28. 28. Prerequisites and Obligations: Problem ResolutionPayment for Non-Standard and/or Other Maintenance ServicesSAP offers the following support model for Maintenance Services. The PARTNER shall provide Support Levels 1 and 2 for the Software SAP will provide Support Level 3 for the SoftwareWhere SAP is involved in processing messages forwarded to SAP (by an End User of Partner or by Partneritself) which SAP is not obliged to process under the Exhibit Maintenance Package of the PartnerEdge VARAgreement, an additional charge applies. Such charge also applies where Partner does not fulfil itscollaborative duties under the PartnerEdge VAR Agreement, but only where such failure results in additionalwork efforts on SAP´s side.All partners can identify billable messages, where they have not fulfilled the required Level 1 + 2 Supportduties, as the note 1167635 will be added to the respective message by the SAP support consultant duringmessage processing. By closing the message, partner accepts the solution. By closing a billable message,partner accepts also the billing.Billing process does happen once a quarter. No invoicing for ≤ 5 messages per quarter and partner as courtesy from SAP, and to avoid longdiscussions on individual messages Each message costs 80 Euro as stated also in the most current SAP Business One reseller price list© 2011 SAP AG. All rights reserved. 28
  29. 29. Prerequisites and Obligations: Problem ResolutionSupport Level 1: Description, Prioritization, and Self-Help CheckThe partner needs to do the following: Provide the complete name and contact details of the person reporting the support case Provide the relevant customer number (Partner can log a message only by using the relevant customer number) Provide the support case header, technical information on the support case context (for example, log files), and technicalinformation on the support case system (such as, system ID, system type, system name, installation number, product versionor release, and support packages and patches). This information must be provided for each involved product, SDK, extension,database and database server data, application server data, operating system, graphical user interface or browser version,localization and language setting, and so on Prepare a comprehensive description of the problem that is the basis of the support case, which shall include all steps (asspecified in the message enhancement tool) that led to occurrence of the support case, full syntax of the problem message,and surrounding factors (such as recent upgrades and other changes) Check the priority level of the support case if it was originally reported by the end user in SAP Service Marketplace Search for available documentation on SAP Service Marketplace regarding possible solutions (for example, from thedocument resource center, an expert empowerment session, a podcast, and SAP Notes) and assign them to the support case Check other knowledge sources such as SAP Business One forums on SDN that might also be helpful Assign a support case record to an appropriate component of SAP Business One in the software support system Ensure a working Internet connection for remote support at the end users site Summarize the status when forwarding the support case to support level 2 It is recommended to provide the upload results of the RSP System Status Report and the health checks which are relevantfor the business area prior to posting a support message. This will contribute to the efficient processing of the issue© 2011 SAP AG. All rights reserved. 29
  30. 30. Prerequisites and Obligations: Problem ResolutionSupport Level 2: Reproduction and Isolation of the Issue, Proposing aWork-AroundThe partner needs to do the following: Analyze the support case and specific technical data, and document the progress of the support case Reproduce and isolate the support case in  The end user’s productive system (with the current release and the latest service pack and patch installed)  A demo database (with the current release and the latest service pack and patch installed) Reproduce and isolate the support case in your test environment (if it can still be reproduced) including  A copy of the end user’s system (with software upgraded to the latest release and its most appropriate service pack and patch. Please note that the latest patch might solve the issue due to new functionalities.)  A demo database (with the latest release and its most appropriate service pack and patch. Please note that the latest patch might solve the issue due to new functionalities.) Enabling and coordinating a seamless access of SAP support to the required data in order to analyze the issue Propose an appropriate software configuration or work-around if available, or check whether the support case can beattributed to a defect in the software Forward the support case to support level 3 if the support case can be attributed to a defect in the software and no solutionis available to solve the support case Summarize status and business impact of the problem message using tools provided by SAP before forwarding the supportcase to support level 3 © 2011 SAP AG. All rights reserved. 30
  31. 31. Prerequisites and Obligations: Problem ResolutionSupport Level 3: SAP Support Personnel Create or Modify Notes, and ChangeCode SAP support personnel perform the following: Validate that all support case-related data is accurate and complete Analyze and reproduce the reported support case Perform any or all of the following, with partner assistance if necessary  Access the end user’s system for analysis of the reported support case  Request a copy of the end user’s database  Access the end user’s system in order to perform the required and applicable support case remedy by using work- around recommendations, or fixes, if available and deemed necessary Determine the planned defect correction time line and delivery based on correction delivery planning Recommend workarounds, change coding, and provide fixes if available, and if deemed necessary and applicable Create new SAP Notes or modify existing SAP Notes, or other related documentation resources* Please note that product support personnel for SAP Business One only are able to further investigate product issues thatare reproducible in some way. If the issue cannot be reproduced at all, even when accessing via the customer’s database inthe customer ‘s environment via WebEx, and if there is no other way to trace and investigate the specific case, then it is notpossible to conduct any further analysis at this time.© 2011 SAP AG. All rights reserved. 31
  32. 32. Prerequisites and Obligations: Problem ResolutionEscalationWhat Is an Escalated Case?This is a critical situation in which a support case may result in a major negative business impact for the enduser and in which SAP determines that the support case cannot be solved in time with the SAP and partnersupport procedures as set out in this document.Escalation ProcedureThe escalation process may be initiated by the end user, partner, or SAP. SAP reserves the right to decidewhether this escalation is justified and will be processed. Escalated cases are processed according to theirseverity or priority as defined in the maintenance exhibit ofSAP PartnerEdge.SAP will decide whether an escalated case remains classified as such depending on whether the supportcase is reasonably solved or the end user situation reasonably no longer requires special attention. Theescalated case will be closed by the end user.Once the escalation is closed, SAP and the partner will mutually agree how costs will be shared betweenSAP, the partner, and (eventually) the end user, according to the incident root cause analysis for theescalation.© 2011 SAP AG. All rights reserved. 32
  33. 33. 1. General Prerequisites2. Prerequisites and Obligations: Continuous Improvement3. Prerequisites and Obligations: Quality Management4. Prerequisites and Obligations: Problem Resolution5. Prerequisites and Obligations: Knowledge Transfer
  34. 34. Prerequisites and Obligations: Knowledge TransferTools and Sources for Knowledge TransferSAP provides tools and sources for knowledge transfer to partners and customers. SAP partners are askedto be familiar with any updates and all content at all times. The tools and sources are: Solution database (SAP notes) SAP Business One Cross Search (xSearch) Expert empowerment sessions Podcasts Document resources RCA/Topic Landing Pages The e-learning curriculum Community Forums SAP Community Network (SDN) / SDK Help Center Patch Info Files RSP Landing Page SAP Business One Application Online Help© 2011 SAP AG. All rights reserved. 34
  35. 35. Thank You!

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