3704471 - Consulting topics for Joule

• This KBA outlines which issues are classified as Consulting and their differences from regular Joule issues.
  
  • The term "Consulting" is used by SAP Support to convey an issue which is outside the scope of our support agreement with the customer. 
    
    
• As per SAP Note 2706322 What is Support – What is Consulting: Cloud Solutions:
  "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 (Only applicable for the areas where the Best Practice Guide is available) causes subsequent errors;
  3. Problems occur when implementing corrections (by implementing the SAP correction instructions);
  4. Standard product functions have incorrect or missing documentation." 

• Before opening a support case:
  • 560499 - Customer Interaction Center: Hotline - Email – Chat
  • 67739 - Priority of problem cases
  • 1054121 - The SAP Ecosystem in a Nutshell
  • 1339209 - Best practices for creating a support case - SAP ONE Support Launchpad

• Joule
• Joule for Developers
• Joule for Consultants

KBA , CA-JOULE , Joule , CA-JOULE-CONSULT , Consulting for Joule license, onboarding & general support. , Bug Filed