Support and Communities || OpenText

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:

Go to https://support.sap.com
Click the Registration link
Complete the form and click Submit

Software downloads

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

Log in to the SAP Software Download Center (https://support.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 Software Download Center together with the software download and in the OpenText Knowledge Center. Appropriate user accounts are required to access either of these resources.

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 “Solutions 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.

Software & Support Lifecycle

Other Useful Services

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