Enterprise Services Customer Support Document Using SAP Mobile Services Support for SMS 365 Services V6.0 September 2015
ETERPRISE SERVICES CUSTOMER SUPPORT DOCUMET TABLE OF COTETS STADARD TICKET PROCESS... 3 Escalation Details... 4 TROUBLESHOOTIG AD ACCESS TO TRAFFIC STATISTICS... 5 Error and Status Codes... 5 EHACED SUPPORT OPTIOS... 5 SAP MOBILE SERVICES PLATFORM MAITEACE... 5 APPEDIX A ETERPRISE SERVICES KOWLEDGEBASE... 6 APPEDIX B GUIDELIES FOR ESCALATIG TICKETS TO SAP MOBILE SERVICES... 7 APPEDIX C DEFIITIO OF TICKET SEVERITIES... 8 APPEDIX D RAISIG A TICKET BY EMAIL... 9 Escalation Details... 9 APPEDIX E SAP MOBILE SERVICES RESPOSE CODES... 10 ABOUT SAP MOBILE SERVICES... 13 2
ETERPRISE SERVICES CUSTOMER SUPPORT DOCUMET STADARD TICKET PROCESS If you experience a messaging issue, take the following steps: Step 1: Search the various articles and FAQs in the SAP Mobile Services Community Enterprise Services Knowledgebase to see if you can find a solution for your problem: https://community.sapmobileservices.com/t5/enterprise-services-support-knowledgebase/tkbp/enterprisetkb Refer to Appendix A for more information about the Knowledgebase. Step 2: If you are unable to find a suitable solution in the Knowledgebase, log a ticket. The process for creating a ticket is as follows: 1. Access the Customer Management Portal (CMP): https://cmp-pp.sapmobileservices.com/sapcmp The Customer Management Portal Login page displays: OTE: If required, send an email to EMSupport.sapmobileservices@sap.com to request your CMP login and password details. The Customer Management Portal enables you to raise support tickets through the Enterprise Messaging Support Ticket Tool (EMTT). In the User ame text box, type your email address. ote: This text box is case-insensitive. In the Password text box, type your password. Click LOGI. 2. The CMP landing page displays: Click Support Ticket (highlighted in red above). 3
ETERPRISE SERVICES CUSTOMER SUPPORT DOCUMET 3. Click Create Ticket (highlighted in red above). 4. Select your service account from the Service Account drop down list. The Ticket Form screen appears: 5. Complete the form ensuring you fill in all the relevant fields. Depending on the type of issue you are experiencing, please refer to the guidelines in Appendix B to determine what additional information you need to include. 6. Click Create Ticket. The support ticket is created. Your ticket will be assigned a severity based on the definitions provided in Appendix C. Refer to the Enterprise Messaging (EM) Support Ticket Tool Guide for more details of how to use the ticket tool: https://community.sapmobileservices.com/t5/enterprise-services-support-knowledgebase/sap-mobile- Services-Enterprise-Messaging-EM-Support-Ticket-Tool/ta-p/1529. Important otes: To create a support ticket, you will require the appropriate EMTT roles include a site administrator who can create additional accounts. Contact your SAP Mobile Services Account Manager if you have any access or usage issues or if you want to be able to access the EM Support Ticket Tool. If there is an issue with the EMTT, follow the steps in Appendix D, which show you how to raise a ticket using alternative methods. Escalation Details If you do not get a response from the Service Desk within a satisfactory timescale, you can escalate the issue by adding a comment to your existing ticket in the Enterprise Messaging Ticketing Tool, or contacting your SAP Mobile Services Account Manager. 4
ETERPRISE SERVICES CUSTOMER SUPPORT DOCUMET TROUBLESHOOTIG AD ACCESS TO TRAFFIC STATISTICS SAP Mobile Services provides you with access to the service extranet for SAP SMS 365, enterprise service (service extranet), which allows you to: Access hourly, daily or monthly performance statistics Check the status of messages sent through the SAP Mobile Services network Make detailed queries based on the message OrderID, mobile phone or a specific time period Access SAP SMS 365 service extranet Frequently Asked Questions Contact SAP Mobile Services Customer Support. Before you raise a ticket with the SAP Mobile Services Service Desk, it is recommended that you investigate the issue using the service extranet. A Self Help, Troubleshooting and Extranet Guide is available, which describes how to use the service extranet. The service extranet can be accessed using the following URL: https://extranet.sapmobileservices.com/ IMPORTAT OTE: If required, send an email to EMSupport.sapmobileservices@sap.com to request your service extranet login and password details. Error and Status Codes SAP Mobile Services returns response codes for every SMS message submitted to our SMS gateway. Refer to the table in Appendix E, which outlines what the response codes mean and what action you can take. EHACED SUPPORT OPTIOS Refer to the document SAP Mobile Services Enterprise Customer Support Options v1 for details of the enhanced support options offered by SAP Mobile Services: https://community.sapmobileservices.com/t5/enterprise-services-support-knowledgebase/sap-mobile- Services-Enterprise-Customer-Premium-Support-Options/ta-p/2147. SAP MOBILE SERVICES PLATFORM MAITEACE The SAP Mobile Services team performs planned maintenance every two weeks on its Hub infrastructure, to ensure platform stability. This maintenance is carried out every 1st and 3rd Sunday of the month, between 2100 hrs and 2300 hrs (GMT). SAP Mobile Services strives to schedule all necessary maintenance for its platforms in these maintenance windows, with the exception of any emergency maintenance that needs to be carried out. otifications will be sent out for any such maintenance work, in advance, by the etwork Operations Centre (OC). For any additions/deletions of email addresses to the distribution list for such notifications, you can create a support ticket. 5
ETERPRISE SERVICES CUSTOMER SUPPORT DOCUMET APPEDIX A ETERPRISE SERVICES KOWLEDGEBASE As part of the SAP Mobile Services community the enterprise knowledgebase provides SAP Mobile Services enterprise services customers access to the very latest versions of product documentation, FAQ and support information: https://community.sapmobileservices.com/t5/enterprise-services-support-knowledgebase/tkbp/enterprisetkb Customers do not need to register to access content and we are continuously adding more content. The knowledgebase includes the following types of information: Support documentation: FAQs, troubleshooting documents and error codes Technical Specifications: HTTP, SMPP and SMTP Interface Specifications Maintenance notifications: Details of SAP Mobile Services and operator maintenance notifications Market information: market updates, regulatory notifications, compliance and best practices information Product documentation: User Guides and FAQ Product collateral: Data Sheets, Presentations Glossary: comprehensive glossary listing commonly used mobile acronyms and terminology. We do however encourage our customers to register for the SAP Mobile Services community: https://community.sapmobileservices.com/ as this will allow them to contribute, post and ask questions. 6
ETERPRISE SERVICES CUSTOMER SUPPORT DOCUMET APPEDIX B GUIDELIES FOR ESCALATIG TICKETS TO SAP MOBILE SERVICES Depending on the type of issue you are experiencing, refer to the guidelines below to determine what additional information you need to include in your initial ticket email to SAP Mobile Services: Connection Issues MO Delivery Issues MT Delivery Issues MT Submission Issues otification Issues Other Issues Hub Account (specify if it is a new account (less than 4 weeks old) or an old account (more than 4 weeks old)) Login details (systemid or URI) Source IP Address Destination Port umber for SMPP connections URL or IP Address you are trying to connect to Any Error s received Traceroute and telnet to SAP Mobile Services (and other external sites) A TCP Dump showing details of the issue (where appropriate). ID (if the MO has arrived on the Sybase 365 platform and can be seen on the Extranet) MSISD (where known) Date and Time (for a single MSISD) Short Code or Long umber Originating network (where appropriate) When the issue started Keyword (where appropriate). Hub Account an example of an Order ID an example of an MSISD Date and Time. Hub Account Error MSISD affected Date and Time URL or IP Address you are trying to connect to Order ID (if available) A TCP Dump showing details of the issue (where possible). Hub Account Order ID MSISD affected Operator (where appropriate). Hub Account Error MSISD affected Date and Time of issue (start and finish time where appropriate) Order ID / ID Short/Long Code User Details Count of affected messages (or the % of traffic affected) Log details (where available) Any other related information, which may be useful in investigating the issue. 7
ETERPRISE SERVICES CUSTOMER SUPPORT DOCUMET APPEDIX C DEFIITIO OF TICKET SEVERITIES Severity Description Severity one (S1) Severity two (S2) Severity three (S3) Severity four (S4) A severity one (S1) problem consists of a fault, which renders the whole or an important part of the Service unavailable. This applies to total outage of the Service or rejection of more than 20% of incoming order from customer s interface due to server failure. A severity two (S2) problem consists of a fault causing acute operational problems creating significant business impact (e.g. considerable service restriction like the rejection of less than 20% but more than 5% of incoming orders). A severity three (S3) problem consists of a fault, which causes non-acute operational problem (e.g. delays in sending the SMS to the Mobile etwork Operator or unavailability of the Service Details-Extranet). A severity four (S4) problem consists of a fault causing Service Details-Extranet s information to be partially inaccurate. 8
ETERPRISE SERVICES CUSTOMER SUPPORT DOCUMET APPEDIX D RAISIG A TICKET BY EMAIL If there is an issue with the Enterprise Messaging Ticketing Tool (EMTT), follow the steps below to raise a ticket using email: 1. Depending on the type of issue you are experiencing, please refer to the guidelines in Appendix B to determine what additional information you need to include in your initial ticket email to SAP Mobile Services. 2. Send an email describing the issue to Service Desk: EMSupport.sapmobileservices@sap.com. To assist us with processing your ticket expediently, please ensure you use a subject line with the following format: < Service Type (SMS/ MMS)>, <Hub Account name>, <Brief Description of Issue> For example: SMS, ACCOUT_A_HTTP, Alerts not received. 3. Your email must contain the following information: Detailed description of the problem including the steps that caused the problem or where applicable the steps that can be taken to reproduce the problem. Where applicable attach any screenshots or print-screens of the issue. MO or MT problem (to specify). Examples of international MSISD Phone umbers impacted in an E.164 format, +<country><range><>. For example: +441234567890. Time of occurrence(s) and time zone. Operator impacted (all, or the specific ones). 4. You will receive an automated email confirmation from SAP Mobile Services containing your ticket. Utilize this email confirmation with ticket for all subsequent email dialogue with SAP Mobile Services for that specific issue. If you do not receive an email confirmation from SAP Mobile Services, follow escalation process defined in the Escalation Details section. 5. Your ticket will be assigned a severity based on the definitions provided in Appendix C. 6. For your convenience, we use our best endeavours to provide an initial response to your ticket using the following severity timetable: Severity S1 S2 S3 S4 Initial Response Time 1 hour 2 hours 24 hours 48 hours Escalation Details If you do not get a response from the Service Desk within a satisfactory timescale, you can escalate the issue by either sending a further email to update the ticket, or contacting your SAP Mobile Services Account Manager. 9
ETERPRISE SERVICES CUSTOMER SUPPORT DOCUMET APPEDIX E SAP MOBILE SERVICES RESPOSE CODES SAP Mobile Services returns response codes for every SMS message submitted to our SMS gateway. The below table outlines what the response codes mean and what action you can take: otification Status Temporary Positive Temporary Positive S365 Internal Code 450E 450A otification Indicates SAP Mobile Services Ack SMS-C Ack, waiting for Handset Ack Final Positive 450A SMS-C Ack, not waiting for Handset Ack Sent to Customer Your message has been correctly processed. <BROFMESS> message has been generated with order ID <ORDERID>. the order <ORDERID> at <MSISDBR> has been sent at <TIME> (CET) on the <DATE>. the order <ORDERID> at <MSISDBR> has been sent at <TIME> (CET) on the <DATE>. Final Positive 451A Handset Ack the order <ORDERID> at <MSISDBR> has been received at <TIME> (CET) on the <DATE>. Temporary egative DBF3 SAP Mobile Services is retrying delivery <MSISDBR>: Mobileway retrying. Customer Receives (Example) Your message has been correctly processed. 1 message has been generated with order ID 1886867226. STATUS = 1 of the order 1887109085 at has been sent at 09:20:31 (CET) on the STATUS = 1 of the order 1887138700 at has been sent at 09:28:45 (CET) on the 11- STATUS = 1 of the order 1887109085 at has been received at 09:20:31 (CET) on the 11-05-2005. STATUS = OxDBF3 1 of : Mobileway retrying. Retriable otification? (Y/) 10
ETERPRISE SERVICES CUSTOMER SUPPORT DOCUMET Final egative 450D Account limit is reached You have reached the maximum amount of messages allowed. Please contact your account manager. 0x450D You have reached the maximum amount of messages allowed. Please contact your account manager. Final egative 4524 Final egative 4503 MSISD is blacklisted o operator found for current MSISD <MSISDBR> has been filtered on customer request. the order <ORDERID> at <MSISDBR> is out of coverage STATUS = 1 of has been filtered on customer request. STATUS = Ox4503 1 of the order 2016569242 at +83118 is out of coverage Final egative DB05 Final egative DB52 Call barred by operator Failed Delivery <MSISDBR> destination <MSISDBR> STATUS = OxDB05 1 of destination operator. STATUS = OxDB52 1 of 11
ETERPRISE SERVICES CUSTOMER SUPPORT DOCUMET Final egative DB76 Final egative DB99 Final egative DB62 Final egative DB65 Final egative DB78 Subscriber profile does not permit service Unknown or Ported umber Failed Delivery Validity Period Expired Subscriber is temporarily out of credit <MSISDBR> MSISD <MSISDBR> <MSISDBR> <MSISDBR> <MSISDBR> does not have sufficient credit. STATUS = OxDB76 1 of MSISD STATUS = OxDB99 1 of STATUS = OxDB62 1 of STATUS = OxDB65 1 of STATUS = OxDB78 1 of does not have sufficient credit. Y Y Y 12
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