Symptom

As a partner, you are trying to request license for a customer that is out of maintenance, but you cannot find the customer listed under your customer list within Support Launchpad for SAP Business One.

Cause

Maintenance contract canceled or fee not paid.

Solution

As part of the maintenance termination process, the existing support provider (Partner) mapping of the given customer will also be removed.

As a best practice, we recommend that prior to maintenance termination of a customer, the partner equips his end customer with the Super S-user Admin along with the needed knowledge transfer to perform routine maintenance related tasks such as License requests using Support Launchpad for SAP Business One.

In cases where this is no longer possible, please advise your end customer to contact SAP via “Contact Us” or alternatively in urgent cases related to License key generation, you can create a support incident on your own partner entity using component SBO-CRO-SMP.

Please include:

• Detailed request reasons
• Customer number of end customer
• Installation number of end customer
• System number of end customer
• Hardware key
• Attach a copy of the last paid maintenance invoice
• Latest product version and patch level or feature pack available at the end date of maintenance (if known)
• Required product version and patch level or feature pack
• Database (Microsoft SQL or SAP HANA)
• Operating System
• Localization
• License types/users and quantity

*Each customer is only eligible to that version and patch level / feature pack which was available when customer was last time on a valid maintenance contract.