Sap support for standard prog. w/ custom implem of implicit enhanc.points

Hello,
since 1 year I've been confronted to SAP customers which WIDELY implement Implicit Enhancement Points (IEP).
I have been really surprised that my customers undoubtly think, if a problem occurs in a standard program where there are lots of IEP custom implementations, and if my customers estimate after investigation the problem comes from the standard part and not from the IEPs, they think that SAP support would help them to solve the issue.
Note: as a consequence, they created much more IEP in ECC 6 than they did in the past with R/3 old releases (via changes of the standard, aka repairs)!
What I think, is that SAP SUPPORT WOULDN'T HELP them as long as there is custom code (even within IEPs) in the standard program, even if there is only one IEP with one line (because it could change completely the standard algorithm, for example by emptying a global internal table)
So, I think the only way to get help from SAP is to deactivate these IEP implementations before requesting support. And so, the only solution to deactivate them, customers MUST assign IEP implementations to a package and then to a switch and then to a business function, so that they can deactivate it via switch framework.
The main concern is that my customers didn't create switch/business function, so they cannot react quickly if a problem happens in production : reproduce in test system, deactivate custom IEPs by switching off business function (it's what they didn't do), reproduce with full standard to determine problem comes from standard, request help from sap).
Could you share with me what is your approach about implementing IEPs, and maybe, is there somewhere a SAP documentation which explains that officially?
I hope I was clear.
Thank you very much for your kind help.
Best regards,
sandra rossi

I played around a bit with this (as I had never done it before) and also from what I have read, the intended option is the switch framework.
I guess as plan B you could have a virtual system or reliable test environment in which you can disable the enhancement and bring it back again via version management - but from what you have described (IEP deleting gobal variables, etc) this would also remove the "bug" and make the problem difficult to reproduce.
Perhaps the next best thing (unless someone has a better idea) is to inform your customers about neatly organizing their software developments using packages and switches.
To my knowledge, the syntax checks are also getting stricter in this area (as you may have noticed) and I hope that (for some of them) will throw errors one day during the development stage already.
Sorry, that does not help you much (but at least you read "the rules"
Cheers,
Julius
ps: A dirty way of doing it would be to run the program in the new debugger, and skip over the enhancement using the Go-To function. Unlike the classic debugger, the code inbetween does not need to be debugged. Ugly, but effective...
Edited by: Julius Bussche on Nov 10, 2008 9:13 PM

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