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What happens if I want to get support from SAP Active Global Support for a JAVA based SAP solution without having Solution Manager Diagnostics installed?

April 26, 2017active based global happens Java manager SAP solution support

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What happens if I want to get support from SAP Active Global Support for a JAVA based SAP solution without having Solution Manager Diagnostics installed?

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In this case, SAP support engineers need to logon to operation system via application sharing connection types. When opening these connection types, the customer needs to accept a disclaimer explaining the risk of root cause analysis on OS level. Additionally, SAP Support might not be able to solve performance problems as tools such as Http Analysis, Thread Dump Analysis and Wily Introscope are required for fast resolution. These tools are only available through Solution Manager Diagnostics. Hence, Solution Manager Diagnostics is an essential prerequisite to perform incident resolution for JAVA based SAP customer solutions. If Solution Manager Diagnostics is not installed and configured, your service level with SAP is dramatically degraded.