Identifying Scope of Support

Objective

After completing this lesson, you will be able to identify Support Issues

Scope of Support

Customer support can assist with most issues that arise. However, some issues fall outside the scope of customer support. These issues are consulting issues.

Before opening a support case, you must understand the difference between 'Support' and 'Consulting'.

What is Support?

Which cases support handles depends on the type of solution.

For:Support handles cases where:
On-premise solutions
  • There is an error/defect in the software
  • An error/defect in the software causes subsequent errors
  • Problems exist when implementing corrections (by implementing the SAP correction instructions)
  • Standard functions have incorrect documentation
Cloud solutions
  • There is an error in the software, SAP best practices configuration or with customer-requested configuration carried out by SAP
  • An error in the software or in SAP best practices configuration causes subsequent errors
  • Standard product functions have incorrect or missing documentation

What is Consulting?

All other cases are considered a consulting request.

This includes the following types of inquiries:

  • Advice or assistance relating to configuration, business process analysis, or implementation specific to the customer’s unique environment or already documented in product guides
  • "How-to" questions seeking assistance with documented features
  • Assistance with customization of the core product, core functionality, or problems or errors caused by customization that has been implemented or completed by customers or partners
Unless otherwise specified in your maintenance contract, consulting requests are priced separately, at the discretion of SAP.

Where Should You Start?

What should be your first step if you have a how-to question, configuration question, or any other issue that falls outside the scope of support?

SAP offers a wide range of free resources to assist you, including SAP Support Portal, SAP Help Portal, and SAP Community network. These are gateways to thousands of SAP Knowledge Base Articles and connect you with SAP software experts, including SAP engineers, consultants, and experienced users from our extensive ecosystem. This is often the fastest and easiest way to solve most user experience-related problems.

To access these resources, visit:

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