Support???????

[Former Member]

Hello,

We have a support contract and have never received any information (user account) to access our support after the switch to SAP. An earlier email claimed someone would receive the account information, but I checked with coworkers and no one has gotten an email with this information. We are now paying for support that we cannot use. I tried the old business objects phone number, but it just tells me as of 7/7 to go to the site and ends the call. Any idea on how we access our support?

Thanks,

Dan

[Former Member]

Hello, I understand that support as it used to be within BO underwent a radical change.

I trust that after few days of technical problems, which are physiological with every transformation, we will find more effective the way to receive support.

As from now on, before opening a case we must:

- search the knowledge base (sap notes) service.sap.com/notes

- search/post threads in the forums (here)

The reason is presumably to concentrate the tech engineers on serious issues, though I noticed that replies to the questions in the forums are much quicker than having a reply for a support case.

If there problem cannot be solved by consulting notes and forums, we can open a case online (message). at: service.sap.com/message

For communications with customer service, while people are trying to get the grasp of the new system and overload the phone lines, I would suggest to send them an email, if the problem is extremely serious I would go straight to my SAP BO representative.

The list of email addresses and telephone numbers is here: service.sap.com//bosap-support

I also found a flash presentation which should be useful:

https://service.sap.com/~sapidp/011000358700001048782008E.swf

Hope this helps

[BasicTek]

OK if you cannot access the new service portal https://websmp110.sap-ag.de/bosap-support

then you should call our customer support line 1-800-677-7271. We have added many more engineers and others to man the phones during this transition.

Be assured that all your BO engineers are all still here. One of the eventual goals of this migration is getting all our systems linked together to provide our customers with as much information/resolutions as possible via SAP notes and forums. Then for more complex issues customers should be able to create a message as stated earlier. A message will be worked similar to cases in the old CRM.

All account management tasks such as adding contacts will be under the control of our customers from now on. Where as previously you had to do this through our customer support.

please keep the feedback coming...

Regards,

Tim

[Former Member]

Simonefix,

Thank you for your encouragement in helping all of us to contend with the growing pains while the SAP/BO transition takes place. In regards to the URL with flash movie that you provided, at least on my computer here in the office (which is "locked down to the max" by our security gurus) the flash doesn't work (I get an IE error "Invalid character" (URL: https://websmp105.sap-ag.de/~sapidp/011000358700001048782008E.swf)). I even tried to run this directly from the SAP service page, but still no-go. When you run this flash, do you see anywhere that a "text" only version is available? I'd call tech support for support help on their flash, but from reading about other's experience in waiting for over an hour to speak to a live person, I'm not too eager at this point.

Thanks,

John

[BasicTek]

some more information for everyone. You can also email CIC via the following email addresses. I have heard this may speed things up and no hold time!!!

The regional customer mailboxes are:

Americas: support.bosapamerica@ sap.com

EMEA: support.bosapemea@ sap.com

APJ: support.bosapasia@ sap.com

take the space out (needed to post email in the SAP forums

more info to come as we get it...

Regards,

Tim