Solution : https://service.sap.com/sap/support/notes/83020 (SAP Service marketplace login required)
Summary :
This SAP Note clarifies distinguishing factors between consulting and support inquiries within the context of SAP products and documents. It provides detailed definitions of both areas, enumerating scenarios that require consulting versus those that need support under the SAP maintenance agreement. For product-related issues such as errors or defects confirmed in SAP software, support messages are appropriate. However, questions on implementation, customization, or software processing that extensively involve strategic advice or in-depth guidance typically qualify as consulting requests. The note also outlines how to engage with SAP’s Active Global Support for either service, emphasizing the roles and responsibilities involved.
Key words :
administration/optimization including performance tuning, global support customer interaction center, sap objects influence future upgrades, sap active global support duties, problems occur custom code issues, component sv-bo-req, subsequent errors unexpected results, support question scope description, importing support packages questions, sap custom code standards
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