On May 25th, 2019 any Partner COE (VAR-D partner) user creating an incident in the SAP ONE Support Launchpad for end customer systems will receive a reminder of their partner responsibilities.
Upon creation of any new incident in the SAP ONE Support Launchpad, partners will see the following op-up:
Should they wish to understand what incident billing means for them, partners will have the option to be redirected for more information to the SAP Note 2144008 explaining the partner support obligations.
When the VAR-D support partner duties are fully understood, then the Agree button can be selected and the partner can carry on with the incident creation.
If the Cancel button is selected, the partner will be sent back to the SAP ONE Support Launchpad home page. They can then carry on with their 1st and 2nd level support tasks such as searching for SAP Knowledge Base Articles, SAP Notes…
NB: The usage of SAP Solution Manager to forward incidents to SAP is MANDATORY for Partner COEs providing support for S/4 HANA, SAP HANA, and/or SAP Business-All-in-One, and highly recommended for all others. For further details, please see the Technical Support Guide available in the SAP PartnerEdge Portal.