SLES for SAP - How To Engage SAP and SUSE to address Product Issues

This document (7021182) is provided subject to the disclaimer at the end of this document.

Environment

SUSE Linux Enterprise Server for SAP Applications 15 SP5
SUSE Linux Enterprise Server for SAP Applications 15 SP4
SUSE Linux Enterprise Server for SAP Applications 15 SP3
SUSE Linux Enterprise Server for SAP Applications 15 SP2
SUSE Linux Enterprise Server for SAP Applications 15 SP1
SUSE Linux Enterprise Server for SAP Applications 15
SUSE Linux Enterprise Server for SAP Applications 12 SP5
SUSE Linux Enterprise Server for SAP Applications 12 SP4
SUSE Linux Enterprise Server for SAP Applications 12 SP3
SUSE Linux Enterprise Server for SAP Applications 12 SP2
SUSE Linux Enterprise Server for SAP Applications 12 SP1
SUSE Linux Enterprise Server for SAP Applications 12
SUSE Linux Enterprise Server for SAP Applications 11 SP4
SUSE Linux Enterprise Server for SAP Applications 11 SP3

Situation

An outage, defect, or technical issue is encountered with a system running the 'SUSE Linux Enterprise Server for SAP Applications' product.

This applies to SAP installations on bare-metal systems, Virtual Machines, and OS images in Public Cloud (BYOS and PAYG) environments.

Resolution

The company, SAP, has a process for working with partner companies like SUSE. SAP expects that all issues related to SAP software environments will be raised via the SAP support mechanism. Please see SAP notes in Additional Information section for the official policy.

If an issue occurs with an SAP workload and it is unclear whether the problem is related to the backing hardware, cloud service provider, operating system, High Availability Extension or SAP software, then opening a support request with SAP is the best option.

If an issue is clearly operating system or platform related, it is possible that faster resolution may be obtained by opening a support request with SUSE support or the cloud service provider partner. However, should the issue require SAP's involvement at a later time, a separate support request with SAP will need to be created.

Opening separate support requests with both SUSE and SAP at the same time is not recommended, as this can lead to confusion and delays in resolution.

Additional Information

SUSE and other SAP partners are provided with 'non-create' access to the SAP software support ticketing system.
This means that SUSE customer support has no ability to create a new support ticket with SAP on behalf of customers.
On the other hand, SAP support will move any relevant support requests to an internal SUSE queue if the issue requires OS support from SUSE directly. Thus, the best strategy for fastest resolution is to always contact SAP first for any problems that arise while using SUSE Linux Enterprise Server for SAP Applications products.

SAP Note 1763512: Support details for SUSE Linux Enterprise for SAP Applications - HA Solution for SAP NetWeaver and SAP S/4HANA
https://launchpad.support.sap.com/#/notes/1763512

SAP Note 2513384: SUSE Linux Enterprise Server for SAP Applications on Azure
https://launchpad.support.sap.com/#/notes/2513384

SAP Note 2456432 - SAP Applications on Google Cloud: Supported Products and GCP VM types
https://launchpad.support.sap.com/#/notes/2456432

SAP Note 1656099 - SAP Applications on AWS: Supported DB/OS and AWS EC2 products
https://launchpad.support.sap.com/#/notes/1656099

Disclaimer

This Support Knowledgebase provides a valuable tool for SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented "AS IS" WITHOUT WARRANTY OF ANY KIND.