Hour 23. Support Overview
Not too long ago, the extent of SAP’s support consisted of a difficult-to-use Help system tied to each installation, tedious “online” documentation CDs, and an equally challenging-to-use and fairly slow Online Support System (OSS). These support mechanisms got the job done, but not without a bit of pain on the part of the users. These offline tools were completely replaced a number of years ago by a much more capable support umbrella consisting of SAP’s Solution Manager and the SAP Service Marketplace website (along with other support resources covered in Hour 24, “Additional SAP Resources”). In addition, SAP refined its support organization with better tools and processes.
Highlights of this hour include
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