Service and Support
If errors occur in any software component of SAP HANA, SAP is the main point of contact. SAP distributes all issues within the support organization by default, as is the case for other SAP applications.
If the customer has defined special support agreements with the hardware partner (such as a special Service Level Agreement (ESA)), the customer should contact the hardware partner directly in the case of obvious hardware or operating system issues.
To investigate SAP HANA-related problems, SAP support requires a support connection to all servers in the SAP HANA landscape. For more information about establishing a service connection for SAP HANA, see SAP Note 1635304: Central note for HANA support connections.