Why do cant we open tickets directly to sap?

The reason for this is that SAP Business One is made available and supported through a global partner channel so all tickets need to be logged by or throught your SAP Business One partner. If you are encountering issues with your partner relationship then you should call you local SAP office and ask to speak with the local SAP Business One Channel Manager and they can assist you to resolve the issues or identify a potential new partner. From my perspective, partners should not charge to open tickets however, each partner is an individual business and has their own operating model. If you are currently paying your SAP Business One software maintenance then you should be able to have a ticket opened at no charge however if you require the partner to do analysis of the problem or apply a fix then they can charge for their time. I would also ensure that you have loaded and are using the RSP (Remote Support Platform) as it can help you run your deployment more effectively