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Business Objects support issue will be resolved by next week

A lack of passwords had kept thousands of Business Objects customers from accessing a new support portal.

By the end of next week, Business Objects customers will have the information they need to gain access to SAP support, a Business Objects spokesman said Friday.

Earlier this month, Business Objects moved its 50,000 customers from its support platform to SAP's Service Marketplace, billed as a better offering. But the change happened with thousands of Business Objects customers still missing the user ID needed to log into the support portal, according to Andy Cobbold, group vice president of Customer Assurance for Business Objects.

Some 7,500 customers are still missing their user ID because it was physically mailed to them and they haven't yet received it, Cobbold said. The move to SAP support coincided with the date some of those passwords mailed -- July 7. Business Objects tried to get out the information by phone as well, he said, but many customers were on vacation. SAP purchased Business Objects in October of 2007.

"It's not always easy to get to everybody," he said. "But the situation is improving day by day, and I am committed to getting these issues resolved as quickly as possible."

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In the meantime, Business Objects has put extra staff on its call center to provide customers with that password through phone or email.

"It's frustrating to customers used to seeing that service," Cobbold said. "But they will enjoy the new enhancements and features once they get on the portal. I've been speaking to customers, and those that get in there really like the new experience."

The new features include a better search mechanism, better monitoring of open cases, quicker response time and an enhanced online forum.

As for incentives for customers who have been inconvenienced?

"Well, that's still something we're looking at," Cobbold said. He declined to comment further.

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