3040793 - CPQ : What is Support – What is Consulting

SAP Support agrees to handle problem cases in accordance with Cloud maintenance agreements in the following scenarios:

1. There is an error in the software or SAP provided Best Practice configuration or with expert configuration done by SAP as requested by the customer;
2. An error in the software causes subsequent errors or SAP provided Best Practice configuration causes subsequent errors;
3. Standard product functions have incorrect or missing documentation.

If the occurring problem falls into one of these above-mentioned categories, you must open a problem case under the relevant component (or via appropriate SAP Support channels where applicable) to initiate the Support process.

Consulting Issues

The following cases are classified as consulting requests and should not be raised via a Support case.

This includes inquiries concerning:

1. Advice or assistance relating to configuration, business process analysis, or implementation specific to the customer’s unique environment or already documented in Product Guides
2. ‘How-To’ questions seeking assistance with documented features
3. Assistance with customization of the core product, core functionality and/or problems or errors caused by customization that has been implemented or completed by customers or partners

For help with configuration, how-to, and implementation issues, please visit the appropriate self-service resources listed below. Alternately, speak with your Account Executive or Customer Engagement Executive about Professional Services options or about engaging an SAP Authorized Partner.