[Ask] SAP Customer Message Costly?

Gurus,
I'm curious about one thing, especially after reading Solution Manager service delivery platform.
Is it that you should be careful when sending message to SAP?
What I mean by 'be careful' is, is it that when you send message, asking a question to SAP Global, using, for example component BC-DB-ORA, you get charged of it?
What I'm pretty confused is, customer paid SAP for enterprise support. So which message, under what circumstances will be charged to customer? And if it is 'chargeable message', will SAP inform you first about it?
Employees in my company said that all message except component xxx- will be charged $250.
Well, is that true? And just how free can we get support from SAP?
It'll be nice if solution manager is used as service desk, then when there's problem, for example from end users, it'll be sent to SAP, and SAP give recommendation. As part of the service of course.
Can someone light me up about this Customer Message price scheme, please?
Thanks for your help.
Best Regards,

Bobby,
As always with SAP licensing, "It depends".
Most customers of SAP also pay for a support contract. Generally, the support you get for free and the support you get for fee is spelled out in your contract. For standard support, you get virtually unlimited messages with SAP for free, as long as the subject deals with standard functionality (they won't help you with custom programs, or at least they won't do it for free). And yes, my experience is that they always tell you when you will be charged. I never heard the $200-per-call-for-non-xxx-messages deal, but I have always been blessed to work under an ongoing support contract. Basically, the contract supports any module for which we own a licence.
You really need to talk to your SAP Account manager. He can tell you in layman's terms what your support contract (if any) covers.
Rgds,
DB49

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SAP_ABA         700       0008     SAPKA70008    Cross-Application Component
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Sent to your email. I have included the source from Sneak Preview SP08.
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Rich Heilman

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[Ask] SAP Customer Message Costly?

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