ClickSoftware Support Process
Incident Management
SAP customers should raise incidents in the same way as for SAP own products.
Customers can raise incidents in the standard 3 ways
1. Use own customer solution manager
2. Access SAP Service Marketplace to raise an incident http://support.sap.com
3. Call SAP support organisation +800-CALL-1-SAP
Component to use for ClickSoftware technical issues : XX-PART-CLK
Component to use for ClickSoftware Licensing: XX-PART-CLK-LKY
Detailed information on how to open Incidents is described in the following article:
http://support.sap.com/kb-incidents/incident/help.html
Please provide the following information when opening a ClickSoftware related incident:
-ClickSoftware Version and Build
-Detailed description of the issue (when first occurred / how many users are affected / what changes were made)
-Screenshots of errors, configuration set up etc
-Event Viewer logs in the .evtx format for errors on the system
-Performance Monitor logs for performance, sizing, memory issues
-Tracer Admin logs for performance issues
SAP receives incident and processes according to the customer specific SLA which is described in SAP/Customer contract.
SAP analysis completes to L1 or L2 after communication with customer. Message is resolved or goes to next level.
SAP forwards incident to L3 in the same way used to forward to SAP development
SAP contacts partner organization via SAP support backbone for all L3 tasks. All communication remains within the SAP incident for tracking purposes.
Licensing
ClickSoftware customer license requests are processed by SAP Global Partner Support.
Customers should open an incident as above in component XX-PART-CLK-LKY and provide a valid, up to date License.request file from the ClickSoftware Structure tool. SAP will process the request and send back a license.response file which can then be applied.
Many Service Optimization environments include a number of servers, and each requires a license. When you generate a license request, all servers in your environment should be online and accessible to the server from which you are generating the request. This server can then generate a combined request for all the servers that are online, and the license that will be received back from SAP will apply to all the servers. If a server is not connected at the time that the request is generated, you should simply request another license from that server.
This license can be applied on any of the servers included in the license request that has administrator privileges. This license will then apply to all the servers that were connected at the time of the request. The administrator should have privileges to request and apply licenses for all the servers in the farm.
ClickSoftwareZone Customer Access
SAP Customers may access ClickSoftware Customer Zone to browse WIKI articles, known issues and implementer forums.
Registration is required via the following link:
https://partners.clicksoftware.com/csweb/supporthome.nsf/RequestAccess
Please enter eran.sharon@clicksoftware.com as your contact in ClickSoftware.
Submit the form and you will be granted access to the SoftwareZone.
Media Downloads
SAP customers may download Installation files, patches, documentation and support toolkits from the SAP Service Marketplace.
Installation Files are available from:
http://support.sap.com/swdc
->Installations and Upgrades
->Browse our Download Catalog
->SAP Solution Extensions by Partners
->SAP WS&O BY CLICKSOFTWARE
->SAP WS&O BYCLICKSOFTWARE (Version)
Support Patches are available from:
http://support.sap.com/swdc
->Support Packages and Patches
->Browse our Download Catalog
->SAP Solution Extensions by Partners
->SAP WS&O BY CLICKSOFTWARE
->SAP WS&O BYCLICKSOFTWARE (Version)
->CLICK S.O. SERVER (Version)
ClickSoftware Support Toolkit
All SAP customers of WS&O by ClickSoftware are advised to install the ClickSoftware Support Toolkit on their environment to enable them to perform proactive analysis of issues related to : Performance / DB administration / Prerequisites and Log collection
The Support Toolkit was developed by ClickSoftware Worldwide Support and is aimed at enabling improved and faster analysis as well as the collection of valuable information needed for troubleshooting by use of automated tools.
The tools in the Toolkit were designed to be non-intrusive and have undergone quality assurance testing as well as internal usage before being declared production ready.
Please refer to the following note to find detailed instructions for the latest version:
http://service.sap.com/sap/support/notes/2017432
Escalations
There should be no need to contact the partner escalation organization directly.
CIC/CIM deal with speed up requests, escalation requests and act as a single point of contact for incident related topics.
Speed up requests are normally made when you wish priority to be changed, a processor assigned, or feedback on progress of a ticket.
Formal escalation requests relate to critical customer issues.
Details are included in SAP note “SAP Message Escalation Procedure” (http://support.sap.com/sap/support/notes/90835)
Use new support contact number +800-CALL-1-SAP for escalations or queries related to incidents
Details of business impact are required for formal escalation. After escalation is accepted internal organizations are triggered by CIC.
