Why SAP doesn't have software support and Maintenance Team?

[Former Member]

Hi All,

      I dont know how many you will agree with me, but at this moment of time, there are tons of documents blogs, discussion, where a person working 9-5 on SAP product wouldn't have time to read and search every single problem people face and expect non SAP employee to provide the solutions to each other.

Simply

1- Where is the Industry Specific support and maintenance team, email, phone, web page?

2- There are number of bugs in the software where users like me are wondering who to report it to.

3- SAP always ask for service contract to report a bug in their software, meaning people have to pay for bugs they face in SAP product.

4- SAP is sending millions of news letters about their webinars and new products, but they dont have any site where users can find the fixes/patches and service packs for their relevant products.

If anybody from SAP reads this , can you get back to me to explain it further.

[Former Member]

Thanks Kristen for coming back to me on this with details but unfortunately none of these helps and will give you further few realities

- Buying one time case is not possible for company like Cisco where PO has to be raised and approvals and reimbursement process will take another few weeks.

- There is no consistency in naming convention of the products Xcelcious 4.0, Dashboard Design 6.0,Xcelcious 2011,Xcelcisous 2008. The one I have is called Dashboard Design 6.0 so where to find the right link.

- No disrespect to your testing department but it seems like this product has been tested only for basic dashboard rather than more complex . And there is no document which clearly guide users about limitation of the product in terms of number of components etc.

If possible would you be so kind to show you live demo of the problems in your tool?

[krscheffler]

Hi Zahid,

If you could follow me, I can send you a message to connect via email.

Thanks,

Kristen

[krscheffler]

Hi Zahid,

Thanks for your post.

I will try to answer all of your questions, but please feel free to reach out to me direct if you need more

1- Where is the Industry Specific support and maintenance team, email, phone, web page? http://service.sap.com is the main landing page for the SAP Service Marketplace.  The SAP Support Portal is the interface that is used to access support for maintenance paying customers.  There is a link under the SAP Support Portal tab that says Contact your SAP Support Center or Contracts Department.  This brings you to an online form which you can fill in, or you can find the phone numbers to contact the Customer Interaction Center (CIC).

2- There are number of bugs in the software where users like me are wondering who to report it to.  If you find a bug in the product, you can log a support ticket in the SAP Support Portal, or if you do not have a maintenance agreement, contact CIC to request a single case purchase.  If it turns out to be a bug, you will be reimbursed for the single case.

3- SAP always ask for service contract to report a bug in their software, meaning people have to pay for bugs they face in SAP product.  Please see answer to point 2

4- SAP is sending millions of news letters about their webinars and new products, but they dont have any site where users can find the fixes/patches and service packs for their relevant products.  There are a number of places to visit for this.  http://help.sap.com gives you documentation, known issues, installation guides.  http://scn.sap.com provides you with a place to ask other colleagues about product errors.  In the SCN, there are a number of 'topic' spaces.  Find the appropriate space to ask your question via this document: http://scn.sap.com/docs/DOC-18973.  In your case, I see that you have questions about Dashboards, so I would visit this space: http://scn.sap.com/community/bi-dashboards.  Here you will find a link to downloads on the left hand side, and if you are looking for the direct link to downloads, it can be found here: http://www.sdn.sap.com/irj/sdn/crystal-xcelsius-downloads

I see that you posted a discussion http://scn.sap.com/message/13647499#13647499  I would suggest moving this discussion to the Dashboards space on SCN: http://scn.sap.com/community/bi-dashboards

I hope this helps, and as I mentioned, please feel free to connect with me directly.

Thanks,

Kristen