Advice on problems
Problems and error situations that lead to a need for advice may during the implementation of an SAP system or during operation occur. In any case, the first step in a careful search should be in SAP Notes exist.
If no evidence is found to solve a particular problem, SAP customers can be a message to be sent. Like the reference system this functionality is related to the transaction or the OSS1 SAP Service Marketplace reached. Below is the use with described in the Marketplace, where under the category of Support Point Collect problem reports can be clicked.
To capture the customer message is for the Message Wizard, which the user assisted in providing required information. Since an SAP installation usually includes several systems in the first Step, the system in question selected. The data required available in a selection list is already available, because the user identified when logging into the Marketplace, and thus has the associated Installation was assigned.
The following steps will be the priority of the message and the application component, to which it relates, is specified. After the announcement this organizational data is entered the message text and then sent to SAP, which automatically assigned a message number is. If necessary, the message may also initially stored only and only at a later date will be sent.
Serves to further communication with the support staff of the SAP Inbox, which is located in the navigation bar of the Market Place. The user is there any information about the current processing and there also the solutions suggested by the manufacturer. If to questions about SAP is the error message to appear this is also in the inbox. Often solutions from SAP in the form of notice to be taken - numbers referenced in the response text.
In other cases, are free to formulate recommendations. Sometimes it is even necessary that employees of SAP, the errors in the system of the customer person must understand. For this purpose, then a temporary Service connection open and the support consultant a user ID and a password assigned.
The functionality to produce a service Link is also on the Marketplace under the category of Support includes, but is usually from the employees of System Administration the customer used. After the author of the message, the solutions proposed by the Customer Support Consultant has reviewed and, if successfully implemented, the Info closed by the customer. Otherwise, ie if the evidence has failed to remedy the problem remains the message exist and the customer may seek further solutions.
This assistance is included as part of the SAP license. Furthermore extensive advice in the form of consulting services can request claim be taken if specific customer needs it require. In this case, the consultancy of SAP charged at cost.
Support for the system implementation
With the introduction of an SAP system consists of one company a special counseling and support needs. Due to the large number of introduction of processes and the experience gained may be a service package be called "SAP offered GoingLive Check." SAP GoingLive Check for preparing the production operations include, optimizing the system configuration and performance as well as a Bottleneck analysis. This service includes the following components:
• estimate the quantity structure and its impact on the runtime behavior system
• Review of the operating system
• Review of the Network
• Review of data on the distribution or the systems
• Review the database
• R/3-Systemüberprüfung with optimization of the central business
• Analysis of the core transaction
• Review and optimization of system resources
The customer has this service, the following benefits: The installation is by SAP review. The response time is improved and thereby the User acceptance is increased. The system resources are used optimally, which incurred and future investments will be hedged. The Core processes are optimized, for example prevents costly downtime. |
