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SAP Crystal Server and Crystal Reports – A Crystal Clear guide on how to get Support!

Hi there!  

Read below to find out how to get support for your Crystal Solutions products, whether you have a support/maintenance agreement or not!

How can I check if I have a Support Agreement/S-User? 

If you did not receive e-mail confirmation of an S-User and want to know if your company has a maintenance agreement with us, contact your internal IT / procurement to confirm a customer (ERP) number. The invoice you receive from SAP will contain the Customer Number. If you can’t confirm this information, contact the CIC (Customer Interaction Center) and we’ll be happy to check.  Please be aware that some security questions will be asked to verify additional information. 

I have an S-user ID and Maintenance Agreement. How can I get Support? 

If you have an S-User ID as proof of purchase of your Crystal Solutions product directly with SAP (SAP.com or the SAP Store) or as part of your company’s existing maintenance agreement with SAP, then you will be able to log in and access the below: 

SAP Crystal Reports resources on the SAP Support Portal 

SAP Crystal Server resources on the SAP Support Portal  

 

 

Where can I search for answers? 

As always, we invite you to check our many sites, including the Knowledge Base on the SAP ONE Support Launchpad for answers to your technical queriesIf you want to know how to search effectively and efficiently and learn about SAP’s self-enablement resources and Next Generation support tools to help with your question, you might be interested in our Self-Service and Incident Prevention or Getting the Most from Your Support webcast. Find out about our interactive webcasts or watch them On-Demand here: Customer Interaction Center (CIC) Support Webcast Series  

I searched, but still can’t find an answer to my question. How can I get technical assistance? 

Get in touch with our product experts via an incident, Expert Chat or Schedule an Expert, log in to the SAP ONE Support Launchpad and add the tiles to your homepage, or click on the Contact Us box on the bottom left corner: 

  

Please note that your S-User ID will need to have the authorizations to report/send/display/edit/close incident to avail of these support options. 

I don’t have a maintenance agreement or S-User. How do I get technical support for my Crystal solution? 

If you’ve purchased your Crystal Reports solution through a 3rd party or reseller, please contact them for initial assistance. 

Or if you bought it on the SAP Store, and have questions about your order or experience a product set-up issue, contact the SAP Store and raise a support request, choosing one of the following categories: 

Where can I find more support resources? 

If your company does not have a maintenance contract with SAP, you can still avail of a lot of helpful resources, right here, right now! SAP Crystal Solutions page on the SAP Community  

You don’t need a profile to access this one-stop shop – you’ll be redirected to the dedicated crystalreports.com page that is jam-packed with step-by-step user guides, software downloads links, blogs written by customers and SAP Experts alike, and Q&As. We find this FAQ section to be a really useful, and we hope you do too! 

Crystal Solutions FAQs  

You can also check out this blog that shows you how to access Knowledge Base Articles (usually accessible with an S-user ID) on Crystal Reports: Public access to Crystal Reports related Knowledge Base Articles  

Is there a free trial for Crystal Reports? 

If you’re interested in trying out Crystal Reports, check out the  SAP Crystal Reports 2020 free trial  

If you have license-specific questions about Crystal Solutions, scroll to the bottom of the Crystalreports.com Downloads page to contact the Crystal licensing team. 

Thanks for reading. We hope you’ve found this Crystal clear!  

Please note that the Customer Interaction Center is always happy to guide you on any of the mentioned processes and assist you with any queries you may have!   

You may find the following blogs helpful:

SAP User IDs? What’s the Difference? Find out more here…

Learn All About S-user IDs!

How to reset your S-user password

Read more #CustomerInteractionCenter blog-posts Here! 

Take care!

Katie Guthrie 

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