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contact support

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

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  • Posted on Nov 20, 2007 at 02:50 PM

    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,

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    • 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,

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