Enterprise Services Customer Support
Document
Using SAP Mobile Services Support for SMS 365 Services
V6.0 September 2015
TABLE OF CONTENTS
STANDARD TICKET PROCESS ... 3
Escalation Details ... 4
TROUBLESHOOTING AND ACCESS TO TRAFFIC STATISTICS... 5
Error and Status Codes... 5
ENHANCED SUPPORT OPTIONS ... 5
SAP MOBILE SERVICES PLATFORM MAINTENANCE ... 5
APPENDIX A – ENTERPRISE SERVICES KNOWLEDGEBASE ... 6
APPENDIX B – GUIDELINES FOR ESCALATING TICKETS TO SAP MOBILE SERVICES ... 7
APPENDIX C – DEFINITION OF TICKET SEVERITIES ... 8
APPENDIX D – RAISING A TICKET BY EMAIL ... 9
Escalation Details ... 9
APPENDIX E – SAP MOBILE SERVICES RESPONSE CODES ... 10
STANDARD 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/tkb-p/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:
NOTE: If required, send an email to [email protected] 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 Name text box, type your email address. Note: This text box is case-insensitive.
In the Password text box, type your password. Click LOGIN.
2. The CMP landing page displays:
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 Notes:
• 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.
TROUBLESHOOTING AND 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 number 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/
IMPORTANT NOTE: If required, send an email to [email protected] 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. ENHANCED SUPPORT OPTIONS
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 MAINTENANCE
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.
Notifications will be sent out for any such maintenance work, in advance, by the Network Operations Centre (NOC). For any additions/deletions of email addresses to the distribution list for such notifications, you can create a support ticket.
APPENDIX A – ENTERPRISE SERVICES KNOWLEDGEBASE
As part of the SAP Mobile Services communitythe 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/tkb-p/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:
APPENDIX B – GUIDELINES FOR ESCALATING 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 • 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 Number for SMPP connections • URL or IP Address you are trying to connect to • Any Error Messages received
• Traceroute and telnet to SAP Mobile Services (and other external sites) • A TCP Dump showing details of the issue (where appropriate).
MO Delivery Issues • Message ID (if the MO has arrived on the Sybase 365 platform and can be seen on the Extranet)
• MSISDN (where known)
• Date and Time (for a single MSISDN) • Short Code or Long Number
• Originating network (where appropriate) • When the issue started
• Keyword (where appropriate). MT Delivery Issues • Hub Account
• an example of an Order ID • an example of an MSISDN • Date and Time.
MT Submission Issues • Hub Account • Error Message • MSISDN 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). Notification Issues • Hub Account
• Order ID
• MSISDN affected
• Operator (where appropriate).
Other Issues • Hub Account
• Error Message • MSISDN affected
• Date and Time of issue (start and finish time where appropriate) • Order ID / MessageID
• Short/Long Code • User Details
• Message 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.
APPENDIX C – DEFINITION OF TICKET SEVERITIES
Severity Description
Severity one (S1) 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.
Severity two (S2) 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).
Severity three (S3) 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 Network Operator or unavailability of the Service Details-Extranet).
Severity four (S4) A severity four (S4) problem consists of a fault causing Service Details-Extranet’s information to be partially inaccurate.
APPENDIX D – RAISING 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: [email protected]. To assist us with processing your ticket expediently, please ensure you use a subject line with the following format:
<Message Service Type (SMS/ MMS)>, <Hub Account name>, <Brief Description of Issue>
For example: SMS, ACCOUNT_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 MSISDN Phone Numbers impacted in an E.164 format, +<country><range><number>. 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 number.
• Utilize this email confirmation with ticket number 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.
APPENDIX E – SAP MOBILE SERVICES RESPONSE 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:
Notification Status S365 Internal Code Notification Indicates Message Sent to Customer Customer Receives (Example) Retriable Notification? (Y/N)
Temporary
Positive
450E
SAP Mobile
Services Ack
Your message has
been correctly
processed.
<NBROFMESS>
message has been
generated with
order ID
<ORDERID>.
Your message has
been correctly
processed. 1
message has
been generated
with order ID
1886867226.
N
Temporary
Positive
450A
SMS-C Ack,
waiting for
Handset Ack
Message
<MESSID> of
the order
<ORDERID> at
destination of
<MSISDNNBR>
has been sent at
<TIME> (CET)
on the <DATE>.
STATUS =
Message 1 of the
order
1887109085 at
destination of
+6512345678
has been sent at
09:20:31
(CET) on the
N
Final Positive 450A
SMS-C Ack, not
waiting for
Handset Ack
Message
<MESSID> of
the order
<ORDERID> at
destination of
<MSISDNNBR>
has been sent at
<TIME> (CET)
on the <DATE>.
STATUS =
Message 1 of the
order
1887138700 at
destination of
+6512345678
has been sent at
09:28:45
(CET) on the
11-N
Final Positive 451A
Handset Ack
Message
<MESSID> of the
order <ORDERID>
at destination of
<MSISDNNBR> has
been received at
<TIME> (CET) on
the <DATE>.
STATUS =
Message 1 of the
order
1887109085 at
destination of
+6512345678 has
been received at
09:20:31 (CET) on
the 11-05-2005.
N
Temporary
Negative
DBF3
SAP Mobile
Services is
retrying delivery
<ERROR> Message
<MESSID> of
orderid
<ORDERID> for
number
<MSISDNNBR>:
Mobileway
retrying.
STATUS = OxDBF3
Message 1 of
orderid
1886867226 for
number
+6512345678:
Mobileway
retrying.
N
Final Negative 450D
Account limit is
reached
<ERROR> 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.
N
Final Negative 4524
MSISDN is
blacklisted
Message
<MESSID> of
orderid
<ORDERID> for
number
<MSISDNNBR> has
been filtered on
customer request.
STATUS =
Message 1 of
orderid
1886867226 for
number
+6512345678 has
been filtered on
customer
request.
N
Final Negative 4503
No operator
found for current
MSISDN
<ERROR>
Message
<MESSID> of
the order
<ORDERID> at
destination of
<MSISDNNBR>
is out of coverage
STATUS = Ox4503
Message 1 of the
order
2016569242 at
destination of
+83118 is out of
coverage
N
Final Negative DB05
Call barred by
operator
<ERROR>
Message
<MESSID> of
orderid
<ORDERID> for
number
<MSISDNNBR>
rejected by
destination
STATUS = OxDB05
Message 1 of
orderid
1886867226 for
number
+6512345678
rejected by
destination
operator.
N
Final Negative DB52
Failed Message
Delivery
<ERROR>
Message
<MESSID> of
orderid
<ORDERID> for
number
<MSISDNNBR>
rejected by
Operator.
STATUS = OxDB52
Message 1 of
orderid
1886867226 for
number
+6512345678
rejected by
Operator.
N
Final Negative DB76
Subscriber profile
does not permit
service
<ERROR>
Message
<MESSID> of
orderid
<ORDERID> for
number
<MSISDNNBR>
rejected by
Operator. MSISDN
STATUS = OxDB76
Message 1 of
orderid
1886867226 for
number
+6512345678
rejected by
Operator.
MSISDN
N
Final Negative DB99
Unknown or
Ported Number
<ERROR>
Message
<MESSID> of
orderid
<ORDERID> for
number
<MSISDNNBR>
rejected by
Operator.
STATUS = OxDB99
Message 1 of
orderid
1886867226 for
number
+6512345678
rejected by
Operator.
N
Final Negative DB62
Failed Message
Delivery
<ERROR>
Message
<MESSID> of
orderid
<ORDERID> for
number
<MSISDNNBR>
rejected by
Operator.
STATUS = OxDB62
Message 1 of
orderid
1886867226 for
number
+6512345678
rejected by
Operator.
Y
Final Negative DB65
Validity Period
Expired
<ERROR>
Message
<MESSID> of
orderid
<ORDERID> for
number
<MSISDNNBR>
rejected by
Operator.
STATUS = OxDB65
Message 1 of
orderid
1886867226 for
number
+6512345678
rejected by
Operator.
Y
Final Negative DB78
Subscriber is
temporarily out of
credit
<ERROR>
Message
<MESSID> of
orderid
<ORDERID> for
number
<MSISDNNBR>
does not have
sufficient credit.
STATUS = OxDB78
Message 1 of
orderid
1886867226 for
number
+6512345678
does not have
sufficient credit.
© 2014 SAP AG or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG or an SAP affiliate company.
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG (or an SAP affiliate company) in Germany and other countries. Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.
National product specifications may vary.
These materials are provided by SAP AG or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP AG or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP AG or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. In particular, SAP AG or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP AG’s or its affiliated companies’ strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP AG or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue
ABOUT SAP MOBILE SERVICES
SAP Mobile Services, a division of SAP (NYSE: SAP), is the recognised global leader in mobile
interconnection and mobile consumer engagement services. Providing mobile operators with unparalleled capabilities in global messaging interconnect, data roaming and an array of IPX- based services, and enabling enterprises to engage with their consumers, through innovative mobile marketing and
communication solutions. SAP Mobile Services processes 1.8 billion messages per day reaching more than 990 operators and 6.15 billion subscribers across 210 countries. Visit www.sap.com.
