SAP Knowledge Base Article - Public

2116685 - Support Contacts - Primary Admins - Platform Services & Tools



  • Platform Services & Tools


What's the difference between a Primary and Secondary Support Contact Administrator?

  • Primary Administrators can see and update all cases that a company has raised. A Secondary Administrator can only see and update the cases they have personally raised.

How Primary and back-up contacts are we allowed?

  • Standard Support, Premium Plus Support and Platinum Support allow for: Two (2) Primary Contacts; if customer has subscribed to multiple Product Bundles: two (2) Primary Contacts per Product Bundle.
  • Customer will have one (1) back-up Customer Contact for each primary Customer Contact. At least one of Customer’s primary and back-up Customer Contacts shall be an Application Administrator. Application Administrators should have taken SAP’s Admin Training Course.

How many support contacts are we allowed to have actively submitting cases?

  • We do not support cases being logged by all your primary and backup administrators at the same time. For example if you subscribed to 2 bundles and had 4 Primary Contacts and 4 back-up admins, we would support ANY 4 of these 8 contacts, but no more than 4 contacts at any given time. If a primary contact returns, the back-up should transfer cases back to that person.


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