Support:

Overview of Support Processes

and Tools
SAP Business One
Version 10.0

PUBLIC
Objectives

Objectives:
 Know your support responsibilities to SAP and to the customer
 Follow the required process for handling and submitting a support incident to SAP
Support
 Describe the usage of the client-based tools and Remote Support Platform (RSP) for
supporting customers

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Agenda

Partner Support Responsibilities

Remote Support Platform

Support Tools

Support Launchpad – Creating an Incident

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SAP Business One Maintenance Policy

http://sappartneredge.com > Products > SAP Business One > Support > Maintenance Services

The SAP Business One maintenance policy

outlines everything you need to know about
SAP Business One maintenance, including
examples and an overview of what is in and
out of scope:
 What can be expected from SAP
regarding maintenance services
 What SAP expects from SAP Business
One partners as a prerequisite and
obligation before requesting support
services

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SAP Business One Support Levels
Before logging an incident, check SAP Note 1167635 - L1&2 Obligations for SAP Business One Partners

Partner Partner

Support L1 Support L2 Support L3

• Initial • Analyze the incident

troubleshooting • Reproduce the issue • Validate support
• Search for known • Isolate the issue to incident
issues SAP Business One • Diagnose issue
• Forward to your • Propose a • Provide fix or
Level 2 support workaround if workaround
available • Create SAP Note
• Create support
incident to SAP

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SAP Business One Incident Billing

Incident Documentation
Background and Information
Billing

 SAP partners are required to  SAP will bill partners for the  SAP Note 1167635
perform all Level 1 and Level Level 1 and 2 support that
2 support for their customers. SAP handles on behalf of  Incident Billing for S
 A partner’s non-compliance the partner. AP Business One Ov
with this will trigger SAP to  The partner will be billed on erview
claim "Payment for non- a quarterly basis, at their
Standard and/or other contracted rate.  FAQ – Incident Billin
Maintenance Services"  5 incidents are free per g for VAR
quarter

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Preparing Your Customer For Support

As a partner you must provide To ensure ongoing support for a

your new customer with the customer with SAP, you are also
following: obliged to:
 Your support contact details  Install and configure Remote Support
Platform (RSP) and submit the System
 An s-user account (for access to
Status Report to SAP support
SAP Notes)
 Enter and maintain the customer system
 A link to product documentation
data using the Support Launchpad
 Ensure a working Internet connection at
the customer’s site for remote support
 When you create an incident, upload the
System Status Report and the Health
Check results from RSP to SAP

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Agenda

Partner Support Responsibilities

Remote Support Platform

Support Tools

Support Launchpad – Creating an Incident

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Remote Support Platform
https://partneredge.sap.com/en/products/business-one/support/rsp.html

Customers:  Remote Support Platform

(RSP) is the primary
platform for proactively
In-depth view of
own monitoring the health of
Partner: Real-time
monitoring of installation’s your customer’s systems
customers’ health  Partner also runs RSP
installation Tasks
and gets a consolidated
health view of all customer
systems
Distribution of
Create new  RSP is built around tasks
corrective tasks
tasks using that are scheduled and
and tasks for
RSP Studio SAP support:
patches and distributed from SAP or
upgrades from a partner to the
customer

See SAP Note 1788954 for a full list of tasks

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System Status Report

 The System Status Report (SSR) provides a snapshot of the customer’s system
 SAP recommends generating and uploading the System Status Report regularly, and before logging an
incident

 Report can be used by

partner to proactively
diagnose and prevent
system issues
 SAP can identify and
predict issues and send
out healing tasks to
prevent these issues

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Remote Support Platform Console
Partner view
(RSP Studio)

Partners see a consolidated view of all

customers and can drill-down to reports

Customer view
(RSP agent)

Customers see an overview of their

system health and can see tasks
scheduled by the partner and SAP

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Technical User in RSP

 For additional security, SAP uses a technical

s-user for transferring data to customer RSP
systems (for example, tasks and task results)

 The technical userid is similar to an s-user

and you can request it in the Support
Launchpad

 You must request a technical s-user for each

customer site and obtain it before you install
RSP at the customer site

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RSP Usage in Support Process

During Level 3 support processing for an incident, SAP may require an online meeting with your customer, or
may request transfer of the customer’s database to SAP support

 Use remote connection wizard in RSP agent  Upload a customer database to SAP support
to schedule an online meeting with SAP using Content Upload task
support (GoToAssist tool is used)

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Agenda

Partner Support Responsibilities

Remote Support Platform

Support Tools

Support Launchpad – Creating an Incident

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Level 1 Support – Information Resources

SAP Business One

Documentation

SAP Business One Notes

SAP Business One

Community

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Embedded Support Tools

Help > Support Desk

Under the Help menu in the SAP Business
One client, you and your customer can find
several support tools:
 Report a Problem: allows customers to
record and share a problem
encountered in the client
 Support Launchpad and Note
Search: provides a link to the Support
Launchpad where customers can report
incidents to you, research SAP Notes to
solve problems on their own, and
request licenses. The customer needs
an s-user to access the Support
Launchpad.
 Logger Settings: change logging level

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Support Launchpad for SAP Business One

For partners: Support Launchpad is main

interface to all support tools and
resources:
What are you looking
for? tiles to access  Use this direct link or access the
information resources Support Launchpad from the support
such as SAP Notes page on PartnerEdge
 Contains tools for managing and
supporting customers

For customers: Support Launchpad

allows access to SAP Notes and to create
incidents from the client (Help > Support
What would you like to
Desk)
do? create incidents, Note: when a customer creates an
request licenses, manage incident using the Support Launchpad, it
systems, etc. goes directly to the partner
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SAP Notes

 An SAP Note is a
solution to a known
problem
 To use SAP Notes, you
can enter the note
number (if known) or do
a keyword search
 You can limit the search
by a timeframe, version
or application
subcomponent
 Customers should be
given an s-user to
access SAP Notes

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Incident Recording Tool
Help > Support Desk > Report a Problem

 Easy to use recording tool

for partner and customer
use during troubleshooting
 Records a series of
screenshots for each step
that the user performs
 Recording is stored on
share drive and can be
uploaded to partner using
RSP

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Support User

 Predefined support user built into

SAP Business One
 Use to login to a customer system to
perform maintenance and support
without needing an additional license
 Restrictions: The support user is
only available if RSP is activated
and an RSP system status report
has been submitted within the last 7
days
 All use of the support user account
is tracked and logged

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Agenda

Partner Support Responsibilities

Remote Support Platform

Support Tools

Support Launchpad – Creating an Incident

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Contacting SAP Business One Support
https://partneredge.sap.com/en/products/business-one/support/contact-support.html

There are two ways to contact SAP support on behalf of your customer:
1. Select the customer and create a customer incident in the support launchpad for SAP Business One
(preferred)
2. Dial the universal free-phone hotline number for your country from the SAP-B1-NOW country list
(exceptional circumstances)

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Incident Creation
When you create an incident you must complete each section of the
form:
 Contact Details. Verify or update your contact details
 System and Installation. Select the customer’s system (if the
customer has more than one installation)
 Classification. Select the priority of the incident. You must assign
a priority to the incident, based on the business impact of the
issue to be reported. Also you must enter the SBO component (for
example, SBO-MRP)
 Issue Description. Enter a short description, plus the expected
and actual results. You must also enter any keywords used to
search SAP Notes during Level 1 support
 Notes and Attachments. Add any screenshots and log files as
necessary

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SAP Business One – Incident Priorities
SAP Note 795206 contains a full definition of the priorities and instructions for proceeding with a very high
priority incident.

Very High The problem has very serious consequences for business transactions, resulting in serious
losses with high business impact.

Business transactions are seriously affected and necessary tasks cannot be performed.
High The problem affects functions in the SAP software that are necessary for business
transactions and seriously disrupt parts of the productive business flow.

Normal business transactions are affected by the problem. The problem causes incorrect or
Medium
inoperable functions in the SAP system.

There are few or no effects on normal business transactions. The problem affects functions
Low in the SAP system that are not required daily, or which are rarely used.

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Incident Priorities (Cont.)
*Note: if you select Very High as the
priority, you must provide a detailed
How would you classify these incidents? business impact

An invoice shows The system will not Very High*

Users cannot print Users cannot add the wrong G/L allow a user to
invoices created invoices to system account in the change bill to
earlier Journal Entry address in an
invoice High

• Volume: How many documents or transactions are affected? Medium

• Frequency: How often is the error occurring?
• Is there an event happening or about to happen that might affect the
frequency?
• Value: What is the cost/value of the transactions/documents affected? Low
• Workaround: Is there one?

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 Incident Tracking Summary

Incident status : To Partner Partner Fill in

further details and
Customer contacts sent to SAP
Partner conducts Support
the partner/ logs an
L1 & L2 Support Incident
incident
Forwarded to SAP

Solution Need Y
N
provided to L3 Incident status : To SAP
Support
customer Issue under SAP Support
investigation

Partner confirms Incident status : Partner Action

Incident status : Partner Action
by clicking ‘Close Partner provides further
the Incident’ SAP contacts Partner for
information using ‘Reply
additional information
to SAP’
* PCC survey Incident status : Proposed Solution

Proposed solution resolves SAP provided solution to

the issue reported by Partner reported incident
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Key Points

Provide support
Know your maintenance Implement RSP – send
guidance and s-user to
policy obligations SSR
customer

Research incident,
reproduce and isolate Support Launchpad
(L1 and L2)

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© 2020 SAP SE or an SAP affiliate company. All rights reserved.

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