Did you know that having remote support platform for SAP Business One(RSP) installed will help us in SAP Business One Support to help you with your customer incidents?

You are probably already aware that RSP provides you with proactive maintenance of your customer systems. This prevents and fixes time-consuming issues and frees up your time to focus on other things. It can also help you with implementations, upgrades and issue resolution.

But that's not what I want to talk about here.

In this article let's look at how RSP benefits each customer incident by providing a faster turnaround. What's not to like so far?

Reason 1: Are you fed up with spending hours uploading backups via SFTP for your incidents?

RSP has got that covered.

Database upload via RSP is the primary method for both Microsoft SQL backups and SAP HANA schemas, to send Business One log files or any other files needed by SAP Business One Support. It is the easiest and most efficient method. Reducing time and effort on both sides as well as ensuring data security and data protection for our customers.

Reason 2: Did you know that you as Partners and Customers can set an upload limit to manage internet traffic during peak business hours or schedule an upload time to reduce any internet traffic bottlenecks?  

RSP will prepare the data exactly as expected and provide support with all the necessary information. For example, RSP will automatically let us know if the data you are sending is a HANA Schema for revision 122.03 without the need for us to ask you.

Refer to SAP Note 1579400 for more information on transferring data via RSP. As Partners you can also upload the customer’s productive database directly from the partner’s side which is also covered in the above SAP Note.  

Reason 3: Are you tired of providing extensive information about the customer environment when creating an incident or being asked for more details?

Look no further that the System Status Report (SSR). It provides a comprehensive overview of hardware and software configuration, such as database type and version, SAP software and add-ons, OS version, etc.

Why do we need your SSR's you ask? Well, it is vital for the initial analysis and troubleshooting of your reported incidents. It is a one-stop report that provides us in SAP Business One Support with a lot of necessary information.

So let's get those SSR's uploaded, avoid those repetitive questions and help speed up the processing time of your customer incidents!

Reason 4: Were you also aware that the System Status Report (SSR) provides important customer installation information allowing partners to mitigate any risks from potential issues?

 The System Status Report (SSR) details include:

  • Resource checks (e.g. CPU, memory, disk, etc) and back-up status checks
  • Detailed information on business setup and customization
  • Overview of hardware and software configuration 
  • Traffic lights to visually indicate system readiness and areas that may need attention
  • The reports highlight changes compared to previous reports and includes previous data

Reason 5: Thanks to RSP you can avail of the Free Support user in SAP Business One.

Yes - No Licence required! The Support User Account can be used once your RSP is active and the System Status Report (SSR) was uploaded within the last 7 days.

The Support User can minimize disruption at your customer’s end and help you troubleshoot issues on a customer database.

So isn’t that another good reason to have RSP installed? 

More information on the Support User is documented in the Administrators Guide SAP Business One 9.2 on MSSQL (page 123) and the Administrator's Guide for SAP Business One 9.2, version for SAP HANA (page 162).  

Reason 6: Did you know that RSP 3.2 offers a Remote Connection service for all SAP Business One customers? 

It helps both you and us to improve accessibility and efficiency in resolving customer issues.

One of the connection types offered by Remote Connection for SAP Business One is called GoToAssist. It is free of charge and offers a state-of-the-art security level.

One of the services that you will be able to book through GoToAssist will be remote meetings. It’s good to note that the current meeting tool WebEx will be replaced by GoToAssist from April 1st 2017. See article on GoToAssist and Remote Connection

We are ready to help you if you need us. RSP will make that easier for both of us.



by MTC Systems on Mar 16, 2017 12:07:00 AM

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