See more about the Banking platform
Product support
Find various product support resources in order to address any problems that you may have encountered with one of our software products from SAP Fioneer.
Resources
Have you already tried one of our recommendations in the KBAs?
SAP Knowledge Base
Have you already viewed our list of workarounds and solutions?
SAP Notes (SNotes)
Are there challenges that our product documentation can address?
Documentation
Open an incident
If none of these resources can help you to find a solution, please open an incident on our support systems. For the best experience and quickest resolution times, we will need some details about your problem (description, component, steps to reproduce etc.) and some information about your systems and installations.
The incident ticketing system will guide you to through the process to help SAP Fioneer resolve the technical issues that you are facing. Agents will come back to you shortly after the submission of the incident.
Please visit the respective support system below:
SAP Fioneer customers:
SAP Fioneer Support System
SAP customers:
SAP Support Launchpad
Incident priority definitions
Priority of Incident | Description |
1 – Very high | A support incident must be categorized as priority “very high” if the problem has very serious impact on normal business processes related to core business processes. This is generally caused by the following circumstances: – Production System or Productive Process completely down – Go-Live or upgrade of a production system critically impacted. – Functional business processes are critically impacted.
– Critical Impact on data integrity or a potential and imminent breach of security. Considering workaround not available or possible for the above-mentioned circumstances If the above-mentioned circumstance results in heavy financial loss, needs to be reported with highest priority. |
2 – High | A support Incident should be categorized as priority “high” if normal business processes are heavily impacted. Basic tasks to complete the business process cannot be completed. If this situation is caused by incorrect functional or technical behaviors in the Licensed Offering, then the incident needs to be processed with “High” priority as prolonging such a situation will cause disruptions to the daily business. |
3 – Medium | A support Incident should be categorized as priority “medium” if business processes are affected but are not critical to the completion of the overall business process. If this situation is caused by incorrect functional or technical behaviors in the Licensed Offering, then the incident needs to be processed with “Medium” priority |
4 – Low | A support Incident should be categorized as priority “low” if the problem has little or no effect on normal business processes If this situation is caused by incorrect functional or technical behaviors in the Licensed Offering, then the incident needs to be processed with “low” priority. |