If support request a HANA backup please be note that we only accept backups that are done in the following way:
1) They should be exported using the "SAP Business One Backup Service".
2) Always export the schema to a Linux directory/disk and not to a Windows directory/drive.
3) The backup should be compressed on the Linux server to avoid the issues with Windows vs. Linux.
4) Compress the schema export on a Linux machine in the .tar.gz format. When compressing the folder it should include the schema name so that the structure is -> SCHEMANAME -> bck_timestamp -> export/index
If the backup is not done correctly we will not be able to assist and you will be asked to provide a new backup.
Also make sure that the database are not affected by any of issues in this SAP note: http://service.sap.com/sap/support/notes/2134959 before sending it to us.