Dear Customer,
Effective July 7, the way we support volume products will be changing. We’ve used the opportunity of the integration of Business Objects and SAP to rethink support practices in order to deliver a better level of service to more customers.
Volume Products Without Bundled Support
The products covered by this change are:
- Crystal Reports
- Crystal Reports Visual Advantage
- Crystal Reports for Visual Studio
- Crystal Reports for Eclipse
- Xcelsius
- Xcelsius Engage
These changes only apply to customers that do not have a support contract in place with SAP.
The 2 free email support cases (Assist Support) will no longer be provided with each license of these products.
In its place, we are investing in an improved forums experience by:
- Combining the Business Objects technical support forum with the Diamond forums. Now there's a single forum site on the SAP Community Network
- Allocating additional technical support staff to moderate the forums and reply to questions.
- Ensuring that all customers can search, read, and post to the forums.
Customers will continue to be able to escalate issues that are bugs via posts to the support forums. We will also have knowledge base content available for these volume products.
For customers that want a dedicated engineer on their case, single case support incidents will continue to be made available at current prices, but the process for acquiring this support offering will change.
In North America, we had offered for sale a 5-pack of single case support incidents, but this will be discontinued.
Volume Products With Bundled Support
There are also changes for other volume products that are sold with support included. The products covered by these changes are:
- Crystal Reports Server
- Engage Server
We will continue to honour the level of support that is included with these products.
We feel that on balance these changes will result in an improved overall support experience as we invest in modern, collaborative tools and processes for supporting all of our volume products. The limited number of support cases included with a product license is replaced with unlimited access to forums where customers will benefit from the knowledge of both technical support engineers and other community members.
We look forward to listening to your feedback on these changes, and will continue to improve our support offerings to meet the distinct needs of this market.
Best regards,
Business Objects, an SAP company
