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[Bug] Support is not responding

former_member17979
Product and Topic Expert
Product and Topic Expert
0 Kudos
415

Hi,

I have asked a question on the support page and still have no receive any update.

https://community.sap.com/support

Please let me know who I can contact for support.

Thanks,

Long

Accepted Solutions (0)

Answers (2)

Answers (2)

ErvinSzolke
Product and Topic Expert
Product and Topic Expert

Hi Long,

The question is what kind of support do you need exactly.

The link you referred https://community.sap.com/support is about Community support (e.g. you cannot log on to community, found a bug on the community, etc).

I also guess the link Dominik referred is CIC (e.g. you need a ticket speed up request, etc).

And then we also have product support https://launchpad.support.sap.com/#incident/create (i.e. you have an issue with the software).

I hope this helps.

Ervin

DominikTylczyn
Active Contributor

Hello longnguyen.04

Try this page https://go.support.sap.com/contactus/#/email I have sent a question recently and have gotten a response, however not very helpful.

Best regards

Dominik Tylczynski

SebastianSchuck
Active Participant
0 Kudos

May I ask what topic you did ask about?

DominikTylczyn
Active Contributor
0 Kudos

sschuck I asked about license terms of SAP Java Connector that I am using in the open source PLC emulator project

The response was that they could not find the answer to my question on SAP Java Connector page. That is ridiculous, I have checked the page thoroughly before asking the question. The reason I asked is because the information I need is not no this page.

SebastianSchuck
Active Participant

CIC may have been the wrong contact for your topic. Sounds to me like you should reach out to product support for your topic. I can totally understand that's it's rather annoying to get questions like "did you read the FAQ" from your first support contact. But the reality is that many end-users do not do so.

Hence, we all end up playing this "game" of having to go through mutliple support levels before actually receiving the answer we are looking for. In that regard I can only recommend to have patients. Or directly schedule a meeting with an expert if it's urgent.

Best,
Sebastian

DominikTylczyn
Active Contributor

sschuck I can understand that. After the second round, CIC has advised to open a support ticket to JCo, which I have done. It is not urgent, so I can wait for the response. Still, it would be much better if CIC had contacted the product support and had gotten back with the ready made answer. Well, life is not perfect.