We went live on Business One January 1, 2006. I would like clarification on when and how I can contact SAP directly with technical issues or if I have to go through the reseller ?
Once you are live with the system, you have the right to get support from SAP.
talk to your partner, and have him fill out what we call a Handover Document that authorises you to contact SAP directly. Also make sure that you get an appropriate S user from your partner, that gives you access to the SAP customer portal, where you can search the knowledgebase and create support messages.