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Getting Support

To receive product support, please navigate to Product Support and choose from the available options. Please note that product support is aiming at helping troubleshooting documented features. In case you wish to raise an improvement request, please refer to SAP Cloud Platform - Digital Experience.

General Recommendations

We recommend that when you build apps, keep supportability in mind. Among other things you can

  1. Enable users to control client-side logging verbosity
  2. Use SDK features to include supportability features in your apps, such as Logging
  3. Upload logs and Offline client databases to Mobile Services via SDK APIs, or send them via email

Raising Incidents

If you have determined that you need to raise an incident with SAP, please note that you will need a valid S-User ID to file it. In case you don't have one, we recommend you reach out to your account representative to obtain one. The following video provides recommendations on creating good incidents that will make it easier for SAP to support you. Alternatively, please refer to SAP Note 1296527 - How to create a support incident (contact SAP Product Support). The list of support components below will help you file incidents in the correct category.

In addition, here is a checklist of information commonly required to efficiently process your support inquiries:

  1. A Problem description including the error message or phenomenon vs. expectation. If possible, provide full-screen screenshots so as to provide more context.
  2. The environment used: Products with major, service pack (SP) and patch level (PL) versions and infrastructure, e.g. SAP Cloud Platform Neo environment or Cloud Foundry environment
  3. Reproduction steps, if any
  4. Data collected by you to so far in the context of the issue, e.g. documentation, step-by-step guides, screenshots, traces, infrastructure map and logs

    Tip

    See SAP Note 2900001 - How to collect verbose SAP Cloud Platform Mobile Services Neo/Cloud Foundry logs and traces? and this Mobile Services Debugging and Root Cause Analysis Walkthrough blog post to learn how you can gather and provide support-related information to SAP.

  5. Cause (usually determined by SAP)

  6. Resolution (usually determined by SAP)

List of Support Components

The following is a list of support components associated with the various tools and services available with Mobile Services.

Product Component Support Component ID Description
SAP Cloud Platform SDK for Android MOB-SDK-ADR Support for SAP Cloud Platform SDK for Android, including the Android Studio Wizard plugin
SAP Cloud Platform SDK for iOS MOB-SDK-IOS Support for the SAP Cloud Platform SDK for iOS, including the Assistant
Mobile Development Kit MOB-MDK Support for Mobile Development Kit, excluding the Web IDE and Business Application Studio plugins
Mobile Cards MOB-APP-C2G Support for the SAP Mobile Cards standard (app store) and custom client. For server-related issues, please use MOB-CLD.
SAP Cloud Platform Mobile Services MOB-CLD Server-related support for both the Cloud Foundry and Neo environment, including the administration cockpit. For SAP Mobile Platform, please refer to Related Support Components
Mobile Back-End Tools MOB-CLD-ODC Server-related support for the Mobile Back-End Tools component. For tooling-related issues, such as the Visual Studio Code plugin, please use MOB-MDE-MBG.
SAP Business Application Studio and SAP Web IDE Plugin MOB-MDE Support for the
  • "SAP Cloud Platform Mobile Services" SAP Business Application Studio plugin
  • "Mobile Services App Development Tools" SAP Web IDE plugin
For the Hybrid Application Toolkit, please refer to Related Support Components.
Product Component Support Component ID Description
"Hybrid App Toolkit" SAP Web IDE plugin CA-WDE-MOB Support for the "Hybrid App Toolkit" Web IDE plugin
SAP Mobile Platform MOB-ONP Support for SAP Mobile Platform
SAP Mobile Platform SDK MOB-SDK-KAP Support for the SAP Mobile Platform SDK

Last update: August 12, 2020