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
  • Independent testing of the solutions provided by us on the affected environment.
  • Training of the end customer in the configuration and handling of our products
  • Consulting the respective manuals and documentation for our products
  • Independent and proactive knowledge building regarding the configuration, handling and problem solving of our products
  • In the case of a larger difference in version (0.20 or more compared to the current version): Testing the issue with the current versions of the products
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