What a Customer COE Should Know About Incident Management

How to Contact Product Support Support vs. Consulting Consulting Consulting Requests include inquiries concerning: ▪ Advice or assistance relating to configuration, business process analysis, or implementation specific to your unique environment or already documented in Product Guides ▪ ‘How - To’ questions seeking assistancewith documented features ▪ Assistance with customization of the core product, core functionality and/or problems or errors caused by customization that has been implemented or completed by you or partners → Contact CIC Support Product Support agrees to handle problem incidents in accordance with your maintenance agreements e.g. in the following scenarios: ▪ There is a new error/defect in the software. ▪ An error/defect in the software causes new subsequent errors. ▪ When implementing corrections and following the correction instructions, problems occur. ▪ Unexpected results or other errors occur due to incorrect documentation. Further details please see note: ▪ 83020 - What is Support – What is Consulting: On Premise Solutions ▪ 2706322 - What is Support – What is Consulting: Cloud Solutions → UseSelf-ServiceOptions or interact withProductSupport 4