3676512 - Roles and Responsibilities of Customer/Partner & SAP.

Symptom

Roles and responsibilities of customers/partners & SAP for custom-specific developments (created by using Partner Development Infrastructure PDI).

Environment

SAP Cloud for Customer

SAP Business ByDesign

SAP Cloud Application Studio

Reproducing the Issue

Features and Functions delivered by SAP

As part of “SAP Business ByDesign” SAP provides a Software-as-a-Service offering, with a scope of features and functionality as outlined in the product documentation.

SAP is responsible to ensure these features and functions work as described. In the event a customer and/or partner discover an issue or bug, a case can be created for an assessment by SAP Support.

Should the issue be confirmed as a product issue, SAP will endeavor to provide a resolution, through fix or workaround, taking into consideration feasibility and wider business/customer impact.

Customers:

Customers can choose to enhance the SAP-delivered features and functions by writing their own code on top of the clearly defined set of features and functions delivered by SAP.

– This can be done e.g. by using the SAP Cloud Application Studio/PDI.

– Customers/partners are responsible for their own coding. SAP does not own the intellectual property (IP) of the customer-own coding and is not allowed to change it.

– Customers may ask partners to implement additional features and functions for them on top of the clearly defined set of features and functions delivered by SAP.

– SAP strongly recommends all Customers to have:

Signed Support Agreements with Development Partner
7 x 24 Partner Support Contact – both email and phone
7 x 24 Partner Escalation Contact – both email and phone
Understand the partner support process and contact options

Partners

Partners are responsible for the successful implementation of the PDI product at the customer and for Level 1 support such as initial investigation and “how to questions” i.e. Add-on Specific functionalities.

Customers/partners are responsible for their own developments (e.g. coding, reporting, UI extensions etc.)

- What does this mean in detail?

Customers/partners are responsible for the functional completeness of their developments.
Customers/partners are responsible for the functional correctness of their developments.
Customers/partners are responsible for the performance of their developments.
Customers/partners need to have the required know-how to ensure that their own developments meet these above requirements.
If partner hands over code ownership to customer, then customer is responsible for code maintenance.

Resolution

Further PDI support & assistance:

The SAP Community allows you to raise consulting queries directly with other developers and partners alike or seek out blogs that may assist with your requests.

-> https://community.sap.com/t5/forums/searchpage/tab/message?advanced=false&allow_punctuation=false&q=Cloud%20application%20studio

- Please also see below for further support documentation such as Knowledge Base Articles (KBAs) and blogs for SAP Cloud Application Studio:

https://support.sap.com/en/product/support-by-product/67837800100800006741.html

Keywords

KBA , AP-RC-BDS-SCR , ByDesign Studio Scripting (ABSL) , Problem

Product

SAP Business ByDesign all versions