This note explains what happens when there is a problem message or a consulting inquiry.
A problem message dealt with by CIDEON Software standard support in accordance with the maintenance agreement exists if:

• there is an error in the software ,
• an error in the software causes subsequent errors,
• problems exist when implementing corrections, if implementing Updates/Patches/Hotfixes/Releases (by considering for users available correction instructions, hints, implementing notes),
• standard functions have incorrect documentation.

If the problem that occurs falls into one of the categories mentioned, to solve it, you must open a problem message at CIDEON Software Support.
Email:helpdesk@cideon-software.com
Phone: +49 (0)3581 387825

The message have to be contains the following information:

• contact person with address (also the location of the company or of the end customer for partners) and email
• detailled description to the problem including screenshots if possible
• version information of the used programs
• relevant configuration files
• possibly relevant example files

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In all other cases, it is considered a consulting request. This includes inquiries concerning:

• questions about the configuration or the processing logic of the software,
• questions about errors that were caused by a modification of the system (i.e. while using user exits, internal developments, modifications of the configuration etc.),
• questions about customizing or problems that occur due to incomplete or incorrect customizing,
• questions about adjustments of the configuration after the installation of an update or a new installation,
• if the solution is evident because of a short text or the help text of the system error.
• If the problem is caused by third party software.

Note that consulting requests are priced separately at the discretion of CIDEON Software and are not covered by your standard maintenance contract.

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This note was created in dependence on SAP Note 83020 - What is consulting - What is support?