cancel
Showing results for 
Search instead for 
Did you mean: 

contact support

Former Member
0 Kudos

hi all

what happens when a customer choose in the customer portal the link "contact support" he uses the message wizard and so on...

the customers business is in e.g. in austria who is responding to his request???

SAPaustria?

the Reseller?

SAP-HQ?

thanks for your help

best regards

lukas Dyminski

Accepted Solutions (0)

Answers (1)

Answers (1)

former_member186095
Active Contributor
0 Kudos

Hello Lukasz,

you are in the right forum to ask it. The support of SAP explains as follows:

At the moment three Global Support Centre exist, where support for SAP Business One partners and customers delivered. One is based in Ireland, which is covering the Americas and west European countries. One is based in Slovakia, which supports East European countries and Russia. The APA Region is support by the Global Support Centre in China.

The HQ will receive message from partner / reseller if the problem is hard to find solution problem. So, you do not worry about the message handling. The SAP support service awaiting you 24 hours since some companies could be run SAP B1 24 hours and use premium type support and maintenance.

Rgds,

Former Member
0 Kudos

thanks!

the problem is, i registered as a custom s-user and sent my problem by the message wizard to sap. it was just a test run. and two days later--> today (when i was writing this thread) my boss got my request as e-mail.

now i´m really confused

has my request been forwarded to our company by sap???

best regards

lukasz dyminski

former_member186095
Active Contributor
0 Kudos

actually, SAP will reply the message to your inbox (support center inbox). There will be e-mail notification directly to your e-mail address in microsoft outlook (if you use it). The e-mail based on e-mail you have written in the message box of SAP or e-mail of S-user ID owner. if the S-user id owner's e-mail is your boss e-ail, he will receive the notification I mentioned.

Rgds,

Former Member
0 Kudos

i think you misunterstand me. we are a SAP reseller/partner i logged in as one of our customers to see what happens with the request of our customers!

i wanted to know who is responding to the requests, SAP austria, the reseller (we) or the HQ!

and the request was forwarded to us (reseller)

so if on of our customers uses the message wizard the request will end up at our company (reseller) like it happend today with the testrun. is this right????

best regards

lukasz dyminski

former_member186095
Active Contributor
0 Kudos

Hi Lukasz,

I will describe what I experience is similar with you. I logged in the customer portal and request CD product for them from the portal. The reply from SAP HQ is directly to my inbox and I see the message and also reply (solution) from SAP Support about how to request the product CD. I can send reply to SAP support directly. Hope this following explanation helpful for you :

This is a simplified workflow diagram of message handling:

Support message flow - When a customer encounters a problem or has a question regarding an SAP Business One product, there are two ways to get support. The method used is based on the software maintenance agreement. He/She can either use the hotline number or log a message through the customer portal. The nature of the enquiry will decide if the hotline should be used or if it is more suitable to log a message.

Customer – If the customer calls the hotline, a support consultant will try to provide an answer over the phone. If this is not possible, the support consultant will log a message for the customer which will be sent to the customer’s inbox on the customer portal. If the customer’s user rights do not allow him/her to view messages, the solution will be provided elsewhere such as by email or over the phone.

If the customer logs a message in customer portal to first level support, the consultant at the partner organization will work on the message and provide the customer with a solution by replying to the message in SMP. If the provided solution did not help the customer or if the partner needs more information from the customer, this can be entered in the message as a reply and sent back to the partner. If the problem can’t be solved by first level support, the partner will forward the message to the next level of support – SAP.

Partner – If the partner encounters a problem or wants to forward a customer issue, they should log a message in SAP Business One support center and forward the message to SAP. SAP will provide a solution through the reply function in the message. The reply will be delivered to the inbox of the requestor.

Rgds,