First- and Second-Level obligations of partners

We would like to bring to your attention that partners working with our or SAPs products (in the following abbreviated with "our products") have certain obligations and tasks to provide as part of their role:

  • Independent investigation of the issue reported by the end customer. This includes checking for reproducibility, scenarios in which the issue appears as well as excluding possible handling errors
  • Checking the relevant FAQs and documentations.
  • Checking the system requirements and version matrix.
  • Independent testing of the behavior with the latest versions.
  • Independent testing of the behavior in a test- or demo database.
  • Independent testing of the solutions (provided by us) on the affected environment.
  • Independent and proactive knowledge building regarding the configuration, handling and problem solving of our products.
  • Training of the end customer in the configuration and handling of our products.
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