Support and Communities

For all SAP OpenText products, SAP provides and owns the Channels for Distributing & Accessing Software including post-implementation Support of these products. This ensures that SAP customers experience one go-to channel for all queries that come up pre- and post- implementation.

The following provides a summarized version of SAP Note: 1791874(requires your SMP login)

Pre-implementation Support and Resources

Requesting an S-user account

SAP is committed to providing the very best in customer support. A key part of the support infrastructure is the customer interaction center (CIC). The CIC is available 24 hours a day, 7 days a week, 365 days a year, and it provides a central point of contact for assistance with nontechnical queries. To request an S-User support ID:

  1. Go to http://service.sap.com
  2. Click the Registration link
  3. Complete the form and click Submit

Software downloads

All OpenText software products that are purchased through SAP can be downloaded via the SAP Service Marketplace Software Distribution Center. To locate your particular product download:

  • Log in to the SAP Service Marketplace (https://service.sap.com/swdc)
  • Go to Installations and Upgrades
  • Browse the "Download Catalog"" and select the "SAP Solution Extensions by Partners" link
  • Select your appropriate OpenText product from the available list

OpenText Knowledge Center

For each SAP OpenText product your have purchased you can request an OpenText Knowledge Center Login via SAP. To do this open an SAP support ticket in the appropriate component for your product. It is also possible for your System Integrator / Service Partner to open a Support Ticket on your behalf.

Product documentation

Documentation for SAP OpenText products is available on SAP Service Marketplace and the OpenText Knowledge Center. Appropriate user accounts are required to access either of these resources. To download documentation from the SAP Service Marketplace:

  • Log in to the SAP Service Marketplace (https://service.sap.com/instgui)
  • Go to SAP Solution Extensions
  • Browse to the appropriate product you own
  • Select your appropriate OpenText product from the available list

Downloading Service Packs & Patches

All Patches and Support packages for OpenText Software products that are purchased through SAP can be downloaded via the OpenText Knowledge Center. Appropriate user accounts are required to access this resource. To download patches or updates from the OpenText Knowledge Center:

  • Log in to the OpenText Knowledge Center (https://knowledge.opentext.com/)
  • Browse or Search for ‚ÄúSolutions for SAP
  • Navigate to Patches
  • Download and Install appropriate Patches for your installation

Post-implementation Support

SAP Customer Support handles all OpenText related support queries. Further details on raising Support Tickets through the SAP helpdesk is provided in the SAP & OpenText Support Process Overview documentation.

Other Useful Services

OpenText and our certified partners are able to provide a range of additional services to assist you in deploying and and maintaining your SAP & OpenText solution.

Support Process Overview

This document provides the latest set of comprehensive instructions to help you get up and running as quickly as possible with your SAP OpenText solution. It includes details on how to request user accounts, where to download products and how to raise support tickets.

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