Symptom
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
Read more...
Product
Keywords
KBA , XX-PART-SIE-TCR , Teamcenter , How To
About this page
This is a preview of a SAP Knowledge Base Article. Click more to access the full version on SAP for Me (Login required).Search for additional results
Visit SAP Support Portal's SAP Notes and KBA Search.