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SLES for SAP - How To Engage SAP and SUSE to address Product Issues

This document (7021182) is provided subject to the disclaimer at the end of this document.

Environment

SUSE Linux Enterprise Server for SAP Applications (SLES11 Service Pack 3)
SUSE Linux Enterprise Server for SAP Applications (SLES11 Service Pack 4)
SUSE Linux Enterprise Server for SAP Applications (SLES12 Service Pack 1)
SUSE Linux Enterprise Server for SAP Applications (SLES12 Service Pack 2)

Situation

The support process for the 'SUSE Linux Enterprise Server for SAP Applications' product.

The company, SAP, has a process for working with partner companies like SUSE
SAP expects that all issues related to SAP software environments will be raised via the SAP support mechanism.
SUSE and other partners are provided with 'non-create' access to the SAP software support ticketing system.
Therefore, SUSE customer support has no ability to create a new support ticket with SAP on behalf of customers.
SAP will move any relevant support requests into a SUSE queue (where SUSE has visibility) if support is needed from SUSE support.


Resolution

If an issue is clearly operating system related, then it is possible that faster resolution would be obtained by opening a support request directly with SUSE. However, if the issue should later require SAP's involvement, the customer will need to open a separate support request with SAP.

Opening separate support requests with both SUSE and SAP at the same time is not recommended, as this can lead to confusion and delays in resolution.

If an issue with the product occurs and it is unclear if the problem is related to the operating system, High Availability Extension or SAP software, then opening a support request with SAP is the best option.

Disclaimer

This Support Knowledgebase provides a valuable tool for NetIQ/Novell/SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented "AS IS" WITHOUT WARRANTY OF ANY KIND.

  • Document ID:7021182
  • Creation Date:04-AUG-17
  • Modified Date:06-NOV-17
    • NovellSUSE Linux Enterprise Server for SAP Applications
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