For problems when requesting or creating a license key, you can create an incident using component XX-SER-LIKEY-BOJ.
What is the BI Platform Support tool?
The BI Platform Support Tool is a Java-based utility used by support engineers, consultants, and BI administrators. It simplifies the process of reporting on the landscape configuration, performing root cause analysis, and delivering performance optimization and go-live services.
Please always remember to provide this information to SAP Support when you create an incident.
SAP’s Sizing Guide provides recommendations and best practices to help with deploying and scaling the various services in SAP BusinessObjects BI 4. Also included are information and details about the sizing tests and the methodology used to create the various sizing tools and documents in support of BI 4.
The other third-party products used by BI are also supported as the similar way.
Where to check SAP BI Product’s Support Package and Patch schedule?
Here you will find the information on the Maintenance Strategy and Schedule for BusinessObjects Enterprise XI 3.1 and BusinessObjects BI Platform 4.x. While please be aware that the information contained in this schedule is subject to change. SAP BusinessObjects does not guarantee the availability of a delivery on the specified date.
The delivery frequency of a product version may change during its lifecycle.
When a third-party tool such as WebInspect or AppScan has been pointed at a deployment of an SAP Business Objects product, (XI R2, XI 3.1, BI 4.x etc) and the resulting report shows a number of security vulnerabilities (such as Cross Site Scripting), you could refer to the following SAP KBA to see the responsibilities of SAP engineers and the customer.
To request a new feature or product enhancement, SAP has defined a new process and a new tool that is now available to customers called Idea Place. Idea Place allows customers to log Enhancement Requests themselves and work more directly with our technology and Development group.
What’s the criteria for Very High priority incident?
An incident should be categorized with the priority "very high" if the problem has very serious consequences for normal business processes or IT processes related to core business processes. Urgent work cannot be performed. This is generally caused by the following circumstances. - A productive system is completely down. - The imminent system go-live or upgrade of a production system can't be completed. - The customer's core business processes are seriously affected. - And for each circumstance a workaround is not available.
There should only be one question per incident. This ensures that you get speedy assistance for each problem you may be having. Different questions can be addressed separately by different engineers specialized in different areas.
There are many remote support types according to different situation, such as HTTP connection, WTS connection, BW specific connection. Your system needs to be configured according to the notes below to benefit from remote support.