SAP Note 23010 - Consulting enquiry SAP Belgium

Reason and Prerequisites

• You have created a message under the component XX-RC or one of its subcomponents. Both this component and its subcomponents are subject to charge.

• After our support checked your message, it was forwarded to the Remote Consulting service. After the check, we concluded that the context you describe is a consulting request in accordance with Note 83020.

• 
  

Solution

Dear customer,

Please note that we cannot provide consulting services as part of the maintenance contract provided by our support organization.

For additional support, contact our

Remote Consulting

service and our local consulting organizations. For an overview of the SAP customer and partner ecosystem, refer to Note 1054121.


The following rules apply when you use Remote Consulting:

1. Commissioning Remote Consulting

Within the message, you informally agree to use the Remote Consulting service and allow 16 hours for processing. If the solution can be provided within 16 hours, you are billed for that service.

As soon as it is clear that 16 hours is insufficient time to find a solution, you are sent a message about the expected cost and you can allow for the increased number of hours required.

2. Results of message processing

The following results of message processing are possible:

• You receive a solution within the range of the standard functions.

• You receive a workaround because a 100% complete solution is not possible in the standard system.

• After we have analyzed your inquiry in detail, we determine that a standard solution is not possible or that a solution can only be achieved by a modification or by a system enhancement.

• The required function cannot be displayed. A solution cannot be delivered for the problem that is displayed.

3. Costs for Remote Consulting

Remote Consulting is billed at a price of EUR 220 for each hour or part thereof. The cost includes research expenses, analyses, tests, discussion, documentation, and so on.

You are billed even if we CANNOT offer you a solution from the detailed analyses made.

IF, DURING PROCESSING, WE DETERMINE THAT SAP IS RESPONSIBLE FOR THE ERROR, YOU WILL NOT BE CHARGED FOR THESE SERVICES.

4. Administration

Note that we consider the invoice recipient to be the customer, under whose customer number this request is opened. If the invoice is to be sent to a different invoice recipient, provide the relevant information, including the SAP customer number, PRIOR to confirming the message.

To correctly assign the invoice in your company, we require an order number or reference, as well as a contact person if they are not the author of the message.

The activities for determining the solution are displayed in the message text. We do not issue an separate activity report for invoicing.

Special agreements, which may have been made in customer-specific master agreements, are unaffected.

5. Requirements for the terms of contract

• In this case, the following terms and conditions will be part of the contract:

• You provide the prerequisites for the access to the system (online connection). You pay the costs of these services.

• Unsuccessful connection attempts due to problems on the customer side may represent expenses that are subject to charge.

• The customer is obliged to give SAP access to their system to solve the problem and to permit this access. SAP herewith guarantees that SAP has no interest in the application data of the customer and that this data is only used to solve the problem of the customer.

• The customer is obliged to test all proposed solutions and all system settings prior to productive use and to check them for plausibility.

• The customer has to notify SAP immediately of any further required corrections to the solution (within 14 days of the solution being provided).

• SAP is not liable if the customer implements solutions and settings without prior testing.

• Furthermore, we assume that persons who open a message under the customer number used are authorized to commission the Remote Consulting service, which is subject to charge. We will not accept bill complaints due to missing data mentioned above.

• Note that the Remote Consulting service, contrary to our support services, is not subject to any Service Level Agreements. We process the messages as they come in, whereby the receipt of your message is the confirmation of your use of our service. The lead time depends to a large extent on the availability of relevant external (non-SAP) consulting resources.

6. General terms and conditions

The General Terms of SAP Germany for consulting contracts and service contracts (die Allgemeinen Bedingungen der SAP Deutschland AG & Co.KG. für Beratungs-und Service-Verträge),
which you can view in Note 215773, apply exclusively.

7. Next step

We have set your request to customer action.
Inform us in this message when we may continue processing your request as part of the "Remote Consulting" service in accordance with the process description given above.

If your headquarter is outside Belgium, refer to the subsidiary responsible for you.

Yours faithfully,
Remote Consulting Team
SAP Consulting
SAP Germany AG & CO.KG
Fax: +49 180/534 34 30 or +49 6227/7-49490
Telephone: +49 180/534 34 37
Mail: remote.consulting@sap.com