There are two types of user accounts for logging onto the system:

Fig. 1: User types for the web frontend

A-User (A000XXXXXXX)
Your company has not concluded an SAP maintenance contract with us. Our Supoort provided you with the login data for the Solution Manager via e-mail.
For new user accounts please also turn to our Support.

S-User (S000XXXXXXX)
Your company has concluded an SAP maintenance contract with us. The user accounts of the SAP Service Marketplace are automatically replicated to our SAP Solution Manager and our Supoort sends the start password to the user via e-mail.
In case you do not have an S-user yet please instruct your in-house user administrator to create an S-user in the SAP Service Marketplace.

The following authorizations must be given to the user at a maximum possible range (global, customer, installation number):

Send customer messages to SAP
Create customer messages
Display customer messages
Close customer messages

When forwarding a message to SAP there is an intial review whether the sender is authorized to create a message for the respective installation number and whether he is authorized to forward it to SAP. If this authorization is not given the message cannot be forwarded.
For reasons of standardisation you still require an S-user even if you are not dealing with the SAP Systems in your company but wish to send us messages or requests via the Solution Manager.