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SAP AG 2003
SAP Service Marketplace
Support Services and Processes
E-learning
Contents:
Support for SAP Business One
SAP AG 2003
Access and use SAP Service Marketplace
Explain the SAP support processes and use the SAP support services
Use the E-learning offers to learn more about SAP Business One
At the conclusion of this unit, you will be able to:
Support for SAP Business One: Unit Objectives
SAP AG 2003
List and explain the various user types for SAP Service Marketplace
Describe how to obtain a user for SAP Service Marketplace
Navigate in SAP Service Marketplace
At the conclusion of this topic, you will be able to:
SAP Service Marketplace: Topic Objectives
SAP AG 2003
SAP Service Marketplace is an Internet platform that offers a broad range of functionalities to SAP partners and customers:
Product and Service information Communication with SAP Partner Communities Access to the knowledge database Problem message creation and tracking Online training Product documentation Download area for upgrades and patches Self-services and so on
SAP Service Marketplace
SAP AG 2003
Authorizations for SAP Service Marketplace
SAP Service Marketplace contains information and services especially for SAP partners. Choose http://service.sap.com/ to access the SAP Service Marketplace.
Access to this service depends on the user's authorizations.
Support user
Information SMB Partner Portal
Administrator
Info user Request license Create messages ...
The info user has display authorizations only.
The support user can also use support functions.
Support user Request user Maintain authorizations Reset passwords …
The administrator can also manage the users in his or her company.
Info user Request license Create messages ...
Info user
SAP AG 2003
User with Administrator Authorization
Data
Central contact person
Installation No.
Partner No.
E-mail domain
Partner
Partner agreement has been signed.
Partner's master datais entered.
1 2
4
Central contact person gets initial administrator user
SMB Partner Portal
S00012345
S00012345 with administrator authorization
Create messages
Request license
Notes
User administration
Training booking
5
Letter
Central contact person is given administrator authorization
manually
3
SAP AG 2003
Creating an Info User on SAP Service Marketplace
…
E-mail address
First name
Name
Installation No.or Partner No.
Dates
SAP Service Marketplace
E-mail Registration key Registration password Access to registration
page on the SAP Service Marketplace
Display authorization
Info user
1
3
2
SAP AG 2003
Creating and Administrating Support Users as an Administrator
User informs administrator
(S-user with administrator authorization)
service.sap.com/user-admin
…
Search for notes
Request license
Createmessages
Support authorizations
Administrator requests S-user and decides which authorizations he is given.
SAP AG 2003
SMB Partner Portal - Homepage
SAP AG 2003
Get support using the Internet or by phone
Explain the problem-solving process forSAP Business One
Search for SAP Notes
Create problem messages in SAP Service Marketplace
Get remote support
At the conclusion of this topic you will be able to:
Support Process: Topic Objectives
SAP AG 2003
Two Options for Support
Customer SAPSAP Hotline orSAP Service Marketplace
Customer PartnerHotline orSAP Service Marketplace
SAP Service Marketplace
Option 2: The customer contacts SAP directly for support. Short-term offer from SAP to help the partners.
Option 1: The customer contacts the partner for support. A long-term goal for every partner.
SAP
SAP AG 2003
Support Services I
Telephone Support Services
Hotline
Duty Manager
Internet Support Services
Problem Processing
Notes Database
Remote Support
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Support Services II
Tools
SAP EarlyWatch Alert
Support Desk
Operation Concept
Further support offers
Remote Safeguarding
Escalation Handling
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SAP Notes
SAP Notes
SAP Support Employee; SAP Development
SAP Partner; SAP Customer
Create
Search
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Partner SAPCustomer
Known Problems: Customer Uses SAP Notes Database
encounters problem
finds solution
deploys solution
searches SAP notes database himself
Checks SAP Business One online help
SAP AG 2003
Partner SAPCustomer
Known problems: Customer Uses Partner Support
Reports problem (over the hotline or by
customer message)
Deploys suggested solution
Confirms solution
Finds solution (with or without the help of the SAP Notes database)
Suggests solution as a customer message and sends it back to
customer
SAP AG 2003
Partner SAPCustomer
New Problems: Partner Uses SAP Support
Sends customer message to SAP
Tries to solve the problem (including search of the SAP Notes database)
Adds SAP Notes search and solution
attempts to the customer message
Solves the problem and creates an SAP
note for it
Suggests solution via customer message and
send it back to customer
Reports problem (over the hotline or by
customer message)
Deploys solution
Confirms solution
SAP AG 2003
Rules for Creating Customer Messages
Handle only one problem per message.
Specify the customer and system in which the error occurs
Specify a contact person and telephone number
Specify the component as closely as possible (SBO-*)
Select a suitable priority according to SAP Note 67739
Write in English
Use a meaningful short text
Describe the problem in detail Frequency and time of occurrence Procedure for reproducing the problem, including necessary data Particular conditions (for example, upgrade)
Provide logon data for remote login
Document your own error analysis and SAP Notes search
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Priorities
Very high
High
Medium
Low
SAP AG 2003
Process for Remote Support
WebEx SAPCustomer/Partner
Schedules support meeting and invite
attendees
Receive e-mail with link to register for the
meeting
Receives registrationRegister for the
meeting
Log on to the meeting
Receive e-mail with password and link to
the meeting
Sends registration e-mail to invited
attendees
Set-up meeting manager
Log on to the meetingWebEx-meeting (allows
application and desktop sharing)
Receives confirmationSends confirmation e-mail to SAP support
Sends e-mail with meeting password to registered attendees
SAP AG 2003
SAP Business One Support Desk
Customer Support
Internet
SAP Business One
Create message offline directly out of SAP
Business One1
SAP Service Marketplace
SAP Service Marketplace
Check out solution
from SAP Service Marketplace
5
Automatic notification of solution to normal e-mail
account4
Offline Html-Template
Partner or SAP creates solution
3
Send message
via internet2
SAP AG 2003
SAP EarlyWatch Alert for SAP Business One
Customer
Internet
SupportPartner
Collect important hardware and software data direct from SAP
Business One
1
Send data to the SAP Service Marketplace
Transport the data to an SAP System for analysis
Analyze the data and generate the report
Send report to the customer
and the partner
2
5
3
4
SAP Business One
SAP Business One
SAP Service Marketplace
SAP Analysis System
Report
SAP AG 2003
Integrated Implementation and Operation Concept
ImplementationImplementation Operations &ImprovementOperations &Improvement
Analysis & Design
User and system re-quirements
Service Level Agreement
Installation
SBO Product and Add-Ons
Data Transfer Workbench (DTW)
Supportautomation tools
Handover
Going Live Check
Solution documenta-tion
Solution Management
Upgrades & patches
System Backup
Analysis & Monitoring
Training
Product Training
System Operation
Support infrastruc-ture
Act
ivit
ies
Template for Service Level Agreement
DTWSupport
Automation Tools
Training Materials
….
Template for Going Live Check and Handover
Implementation and Operation GuideTo
ols
&
Ch
eck
Lis
tsGoing Live
Implementation ManagementSolution Management
Customer Project Documentation
SAP AG 2003
Use the learning maps for SAP Business One
Update your knowledge about SAP Business One
At the conclusion of this topic, you will be able to:
E-learning: Topic Objectives
SAP AG 2003
Role-Specific Learning Maps
Selectyour role
SAP AG 2003
Personalization window
Overview anduseful markers
Topics in the Must-Know area
Learning unitsin the Must-Know area
Topics in theNice-to-Know area
Structure of a Learning Map
Personalize your Learning Map.
Choose a stepor quit.
Work your way through the learning units, mark them as completed, andgive us feedback.
Learn Nice-to-Know topics.
SAP AG 2003
You are now able to:
Support for SAP Business One: Unit Summary
Access and use SAP Service Marketplace
Explain the SAP support processes and use the SAP support services
Use the E-learning offers to learn more about SAP Business One
