Docs / Support
Support Portal
Support Channels for ASAPIO and OEM Products
Direct ASAPIO support portal:
- ASAPIO Support Portal
- Freshdesk policies and data protection terms apply
OEM product support via SAP:
- SAP Fieldglass Integration Add-on: component
OPU-ASA-FG, SAP notes 2975786 and 2927114 - SAP NetWeaver Event-enablement Add-on: component
OPU-ASA-EE, SAP note 2927040 - SAP Event Add-On for ERP (SAP AEM): component
OPU-ASA-AEM, SAP note 3557644
Ticket Processing
| Step in Process | Action | Ticket Status |
|---|---|---|
| Customer creates ticket | ASAPIO starts processing | Open |
| ASAPIO asks follow-up questions | Waiting for customer input | Waiting on customer |
| ASAPIO provides solution | Solution proposal sent | Resolved |
| Customer confirms solution | Automatic closure (typically after 48h) | Closed |
Creating a New Support Request
Log-in Information
- Use existing account credentials, or self-register at asapio.freshdesk.com/support/signup
- Use your corporate e-mail to map the request to your organization
Issue Description
Include administrative and technical detail for fast resolution:
- Reporter contact details and escalation contact
- Affected system/client/release and business impact
- How support can access the system
- Exact affected process/feature and reproducible steps
- What has already been investigated
- Any custom modifications and relevant BAdI implementations
Checking Ticket Status
When logged in, use the Tickets area in the support portal or reply by e-mail to continue ticket threads.
ASAPIO Support Terms
Support terms are available at asapio.com/terms, unless separately agreed in your contract.