3436426 - Siemens Teamcenter - What is support - What is consulting

This SAP Knowledgebase article is intended to clarify what constitutes a supportable case as opposed to a How-To or a consulting inquiry.

Definition of when to log a support case:

• There is an error in the software
• An error in the software causes subsequent errors
• Unexpected results or other errors occur due to incorrect documentation
• When implementing corrections and following the correction instructions, problems occur

To solve a problem that occurs in one of the categories above, you must open a problem case under the relevant component.

Definition of what is considered as a consulting case:

Consulting is defined as a complex question seeking recommendations or solutions that requires high effort to provide an answer, which is usually not applicable to all customers.

• 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 and/or problems or errors caused by customization that has been implemented or completed by customers or partners

Please note that consulting requests are priced separately 

KBA , XX-PART-SIE-TCR , Teamcenter , How To