About Support

[Former Member]

Hi,

I'm using Suse Linux Enterprise 11 Sp1. My Crystal report is using version 12.3 (BOXI3.0). Currently we have issue on crystal report. ReportApplicationServer service failed to up and running. Our maintenance is already expired. We want to get help from SAP Support. Does SAP Support give support if renew maintenance support? If not please advice us.

Thanks.

[krscheffler]

Hi Mohd,

Crystal is still supported.  You can see details here:

https://service.sap.com/sap/support/pam?hash=s%3Dcrystal%2520reports%26o%3Dmost_viewed%257Cdesc%26st...

If your maintenance is renewed, SAP Product Support will support your inquiry.

Many thanks,

Kristen

[Former Member]

I don't have access on that URL.

[krscheffler]

Hi Zainal,

http://service.sap.com/pam is the link to the Product Availability Matrix.  If you have a S-user ID and access to the support portal, you should be able to access it.  Your company would log an incident through the support portal.

Regardless, CR 2008 and up is still under maintenance.  If your company renews their maintenance agreement, support can be accessed.

Many thanks,

Kristen

[Former Member]

Do you have authorize to said we can get support if we re-new maintenance? What if SAP Support denied what you said?

[krscheffler]

Hi Zainal,

Did you renew your support?  Meaning Enterprise/Standard level?  If you have a support agreement in place, then yes, we will support you.  If you do not have a support agreement in place, you can purchase a single case with support on the online store.

Thanks,

Kristen

[Former Member]

I mean Enterprise level. How much it cost me? What is SLA for resolve each issue that submit to support? What is cost for single case issue? How long support can resolve my issue?

[krscheffler]

For costing, please use the contact us link found on sap.com.  Unfortunately, I don't have details with regards to costs.  SLA information for Enterprise Support can be found on http://service.sap.com.

With regards to length of time it takes to resolve an issue, it depends upon the issue and whether it is known/documented/fixed or not.

Thanks,

Kristen

[Former Member]

How i can contact Marketing department? Any link or url?

[krscheffler]

Would suggest you utilize the contact us link found on www.sap.com to speak with an account representative about your options.

Thanks,

Kristen