Support???????

[Former Member]

Hello,

We have a support contract and have never received any information (user account) to access our support after the switch to SAP. An earlier email claimed someone would receive the account information, but I checked with coworkers and no one has gotten an email with this information. We are now paying for support that we cannot use. I tried the old business objects phone number, but it just tells me as of 7/7 to go to the site and ends the call. Any idea on how we access our support?

Thanks,

Dan

[Former Member]

how to get german support like i got from business objects? where are my calls?

i am confused, so please help!

http://support.businessobjects.com/case_management/viewcase.asp?caseid=303000343

there should be an open case... i cant get it!

[BasicTek]

OK to recap

If you cannot yet access https://service.sap.com/bosap-support with your super user then you should call or email the following

1-800-677-7271 I believe there is an update to this number instead 1-800-887-2340

or email (remove the space)

Americas: support.bosapamerica@ sap.com

EMEA: support.bosapemea@ sap.com

APJ: support.bosapasia@ sap.com

The phone number(s) for EMEA

https://websmp101.sap-ag.de/~sapidp/011000358700000547712008E

Regards,

Tim

[Former Member]

Here's an update to my previous post. I did email support.bosapamerica@ sap.com four days ago but have yet to get any kind of response. The SAP support person I contacted on 7/22 said she'd send a email to "the appropriate team" and I should get a resolution in a couple hours. That was two days ago and I have yet to hear anything from SAP. So I contacted our sales rep who referred me to SAPs Customer Intaction Center (CIC). The CIC rep confirmed there was something wrong with our support account setup and sent our information to his manager. He said the requests ultimately go to the global office in Germany but they are "quite backlogged at the time".

It would be nice if SAP could provide a little more information on what is going on here and when we might be able to get access to our support accounts.

[Former Member]

George,

I feel your pain as I too was once in your boat (SuperAdmin ID but no actual privileges). Somehow in all of my phone call and e-mail acitvity to Business Objects/SAP I made between 8 and 19 Jul, lo' and behold late last Friday after I left the shop a high-up support person in BO left a voice mail with his office and cell phone number asking me to call him on Monday (21 Jul) morning. I did call and gave him my new good news, which was that before calling I noticed that very early on Monday I had yet a third e-mail from the SAP tech support site announcing that I had been issued an S-#, which when I initialized it/set the password, etc, etc, it all worked perfectly (third time was charm). Anyhow, if you will send me an e-mail, I fire back to you the individual's name and contact info, and maybe that person can get you some help, being that on 28 Jul we'll be going into week 4 of the transition.

Thanks,

John

[Former Member]

John, thanks for the response. Additional contacts are always helpful.

We have been working through our inside sales rep to try and get things moving. They at least responded to us. Our rep got hold of a support manager who in turn hooked us up with a support engineer who is helping us with our immediate issues but we still don't have the ability to open a ticket through normal channels.

When I last spoke with our sales rep she had just gotten out of an emergency meeting with a BO Support senior manager. For a while our sales rep didn't have any means to work our issue. After that meeting they had some sort of escallation process to resolve support account issues. We are still going through that process so we'll see how long it takes to get our support accounts straightened out.

-George

[Former Member]

We don't have a login to submit a case, so I've tried the contact methods above and have received no response after a week. Someone did answer at the 800 number and promised a callback, but so far that hasn't happened.

What we need is a valid key to install CRS XI R2. The code that came with it isn't being recognized, same problem others have posted about.

Any suggestions or other contacts I can try?

[Former Member]

Allyn,

I was told to contact SAP's Customer Interaction Center (CIC) at 1-866-890-7686 with regard to resolving issues with our support account. Someone did answer and took my account information but I have not heard from them since. They did say that if you had an immediate support issue you can work through the CIC to contact a support tech until our account issues are resolved.

I have had better luck working through our inside sales rep. We still do not have our support account working properly but at least she answers the phone and responds to my emails.

Hope this helps.

-George

[Former Member]

Thanks for the response George. It was the CIC I contacted. Like you, there's been no response to calls or emails. I don't know that we have a sales rep I can contact.

At this point, I'm at a loss how to get a response from SAP. This is not a good way to treat customers.

[BasicTek]

Are you saying you can't reach anyone using the numbers provided? I'll see what I can do on Monday if that's the case. I'm sure we are constantly trying to resolve the issues for any customer that are still unable to access the SMP Portal, so please keep trying in the mean time.

Regards,

Tim

Edited by: Tim Ziemba on Aug 1, 2008 7:58 PM

[Former Member]

I understand that integrating the Business Objects support with SAP support is a monumental task. And I appreciate the support engineers here are actively correcting the problems, or at least provide quick help on this forum.

May I ask if there is any plan to link back all the old cases we have logged in the past in the OCS system? If you don't, it does not bother me that much because I have already archived all the information myself. But it might affect other customers.

Thank you very much!

[BasicTek]

Hi Simon, I'm looking into it. I don't think that closed cases will be migrated, but we will need to access this info if just internally. I'll let you know what I find out.

regards,

Tim

[Former Member]

Tim,

Can you help me out (and I'm not sure how many wannabe "super administrators" are also stuck like me right now), but here's a quick run down on what's happening:

My super user ID is "S0005462257", but somehow I was not fully blessed with super admin powers when my account was migrated from the former Business Objects Tech Support site to SDN. I can log into SDN (I even have my own passport (smile) and can hunt and peck around, but I don't have full privileges as advertised). I contacted SDN tech support via e-mail (support.bosapamerica (at) sap.com) on 10 Jul and received a reply (support POC replying was Leonel Capillas Rios) who asked for more Customer Information from me. Via e-mail, I gave Leonel the information and also included all BO license keys that have been issued to us per our purchases of BOE XI, and this is where the trail runs cold.

What concerns me at this point is that Leonel did not allude to having had initiated any trouble-ticket number for my case that I can use to track status if I called for help on this (the case of resolving my super admin powers to be), nor any further acknowledgments. I know that today is only Monday, but at this point I can't submit any trouble tickets for new cases, and I feel that I'm left in a lurch. I really don't want to call on the phone and be put on hold for two hours (learned that from reading other posts in this forum), so what's a guy to do?

thanks,

John

[BasicTek]

I've been told the 2 hour wait times have been resolved by the extra people we put on the phones

1-800-677-7271 is probably the way to go. you don't need a case/message number as the incident in this case is your account.

Also SDN and SMP are 2 different portals, you may want to check the links above for the service market place as well,

regards,

Tim

[Former Member]

Tim,

thank you much for the tip on calling the 1-800 number, and you're right, the wait was very short (I chose option 2 - escalation). The lady who took my call verified my situation and promised to fire off an e-mail to Germany requesting that they look into my account to becoming fully "super admin" ASAP....

John

[Former Member]

We are experiencing the same problem (super-admin can login but cannot create support cases/msgs). I can tell you that just yesterday. I spend over 2 hours waiting on hold (no greeting, no hold queue indicator, nothing) for the BusinessObjects Americas customer support line before I had to hang up. But then I was referred to this thread where I called the SAP support number and did get hold of someone right away. They said there was a problem with our account setup and they will get back to me within a couple hours (we'll see).

Note: be sure and tell SAP support (800) 677-7271 that it is a problem with your support account. Otherwise they may try to refer you to the BO Americas support number (with the 2+ hour wait).

Edited by: George Lupanoff on Jul 22, 2008 2:30 PM

Edited by: George Lupanoff on Jul 22, 2008 2:31 PM

Edited by: George Lupanoff on Jul 22, 2008 2:32 PM

[Former Member]

Does anyone know when us "super-administrators" will get our super powers granted? I am not feeling to super when I can't even report a product error.

[Former Member]

Hi Tim,

Have you been able to figure out if these old cases are going to be available? I have not been able to access my old cases and I didn't see an update from what you posted last month.

Thanks,

Greg

Edit: Sorry everyone, this seems to have been posted to the wrong thread ... and I don't see how to delete it...

Edited by: Gregory Creme on Aug 5, 2008 6:29 PM

[BasicTek]

I'm not sure what the plan is for cases that were closed before the migration. But anything that was open should be migrated by now. There may still be a few customers that can't access their migrated cases but the data should at least be in the new system and accessible by support.

I think there is a plan to move this data at some point. In the meantime we still have access to this data internally. For confidentiality you should open a message with support and ask one of the engineers to send you anything relating to your old/closed cases.

Regards,

Tim

[Former Member]

Thank you for the posts. I found the sample email on the site that we should receive our account information with.

http://www.businessobjects.com/support/EN_Email_Super_Admin.html

This sample had links to email support and my issue is now being worked on.

[Former Member]

Hello, I understand that support as it used to be within BO underwent a radical change.

I trust that after few days of technical problems, which are physiological with every transformation, we will find more effective the way to receive support.

As from now on, before opening a case we must:

- search the knowledge base (sap notes) service.sap.com/notes

- search/post threads in the forums (here)

The reason is presumably to concentrate the tech engineers on serious issues, though I noticed that replies to the questions in the forums are much quicker than having a reply for a support case.

If there problem cannot be solved by consulting notes and forums, we can open a case online (message). at: service.sap.com/message

For communications with customer service, while people are trying to get the grasp of the new system and overload the phone lines, I would suggest to send them an email, if the problem is extremely serious I would go straight to my SAP BO representative.

The list of email addresses and telephone numbers is here: service.sap.com//bosap-support

I also found a flash presentation which should be useful:

https://service.sap.com/~sapidp/011000358700001048782008E.swf

Hope this helps

[BasicTek]

OK if you cannot access the new service portal https://websmp110.sap-ag.de/bosap-support

then you should call our customer support line 1-800-677-7271. We have added many more engineers and others to man the phones during this transition.

Be assured that all your BO engineers are all still here. One of the eventual goals of this migration is getting all our systems linked together to provide our customers with as much information/resolutions as possible via SAP notes and forums. Then for more complex issues customers should be able to create a message as stated earlier. A message will be worked similar to cases in the old CRM.

All account management tasks such as adding contacts will be under the control of our customers from now on. Where as previously you had to do this through our customer support.

please keep the feedback coming...

Regards,

Tim

[Former Member]

Simonefix,

Thank you for your encouragement in helping all of us to contend with the growing pains while the SAP/BO transition takes place. In regards to the URL with flash movie that you provided, at least on my computer here in the office (which is "locked down to the max" by our security gurus) the flash doesn't work (I get an IE error "Invalid character" (URL: https://websmp105.sap-ag.de/~sapidp/011000358700001048782008E.swf)). I even tried to run this directly from the SAP service page, but still no-go. When you run this flash, do you see anywhere that a "text" only version is available? I'd call tech support for support help on their flash, but from reading about other's experience in waiting for over an hour to speak to a live person, I'm not too eager at this point.

Thanks,

John

[BasicTek]

some more information for everyone. You can also email CIC via the following email addresses. I have heard this may speed things up and no hold time!!!

The regional customer mailboxes are:

Americas: support.bosapamerica@ sap.com

EMEA: support.bosapemea@ sap.com

APJ: support.bosapasia@ sap.com

take the space out (needed to post email in the SAP forums

more info to come as we get it...

Regards,

Tim

[Former Member]

You'll need to go online and log a case. See the information here:

https://www.sdn.sap.com/irj/sdn/businessobjects-support

[david_marks]

SAP Business Objects Customer Services numbers for all regions:

https://websmp102.sap-ag.de/~sapidp/011000358700000547712008/

[Former Member]

I'm having the same issue as Dan. Obviously, we can't go online to open a case, as we never received user ids from SAP. I tried calling the SAP phone support, waited on hold for 20 minutes, then was hung up on. They are not inspiring a lot of confidence so far. I had an open case with BusinessObjects support from last week, and I have been unable to update the case at all this week. Is this a widespread problem? Is SAP support so backlogged with other "problem" BusinessObjects users that they can't answer the phone?

[Former Member]

I tried the phone number that was posted above and waited on hold and just hung up after no answer in 20 minutes. It appears that they may have been premature in cutting over from the Business Objects site. What good is paying for support if you can't use it!

[Former Member]

My bad. After searching high and low for an email with the SAP Marketplace user id and password, I finally found the snail-mail letter they sent me that had the information. I am now able to log into the support portal. I still think they ought to answer the phone, though...

[Former Member]

I am having same problem, but I was able to log onto the SAP Support Site but can not "Report a Product Error". I am the "super-administrator" or whatever, and it says I have to contact the "super-administrator" to get access to this feature!!!

Did Business Objects fire all those nice Tech Support guys we used to be able to talk to whenever we had an issue that we needed help with?

How do we reach them on the phone and not just some generic "SAP" person who has never heard of "Match Consolidate".

HELP!!!!!

[Former Member]

20 minutes? You're lucky. I was on for 1 hour 20 Minutes (note: No message, no "all our lines are full"..just music...did I dial the right nbr?). Finally, a rep came online.

She talked me through finding the link I was looking for (which was so obvious (not)), all the while I'm getting errors on the pages about "object is null" or getting messages saying "Data is incorrect check Note..."

Finally I'm asking the rep some questions and....beep...line dies.

1hr, 20mn for a 5 minute incomplete conversation.

I'm not happy.