Getting support from SAP for SAP on Google Cloud

For issues that appear to be specific to your SAP products, here are some best practices for enabling SAP collaborative support.

Incident options for SAP customers

The following guidelines help you report an issue properly. Make sure you provide all the necessary details so your request can be routed to the appropriate SAP expert.

  • To get help with an incident, see the Report an Incident section of the SAP Product Support page.
    • When you submit a well-documented incident, SAP can process your request more easily and reduce the amount of back and forth time spent investigating the incident.
    • To find out which details you need to provide and how to route your incident to the correct component, see SAP Note 1296527 - How to create a support incident (contact SAP Product Support) - SAP ONE Support Launchpad.
    • SAP evaluates the support ticket and, if it appears to be a Google Cloud infrastructure issue, transfers the ticket to the Google Cloud component BC-OP-LNX-GOOGLE or BC-OP-NT-GOOGLE.
    • For all incidents:
      • Provide a detailed description.
      • Include results of your searches in the SAP knowledge base.
      • Attach relevant screen shots and logs; refer to log file suggestions and analysis from your SAP Knowledge Base search results.
      • Confirm that your contact information (name, phone number, and email address) is correct.
  • To access SAP's live support channels, see Expert Chat, Schedule an Expert, and Schedule a Manager.
  • To use SAP Incident Solution Matching, a service that helps you get relevant answers to technical questions faster by using Artificial Intelligence (AI) and machine learning technologies, see Incident Solution Matching.
  • Use the new SAP Support Assistant. This tool helps to route your incident to the correct support team, ensures you've included all the necessary logs, and facilitates faster processing and resolution. For more information about the SAP Support Assistant, see SAP Note 2911451 - What is the Support Assistance feature and how do I use it to solve my issues faster?. Here are some of the benefits you'll experience when you use the Support Assistant:
    • Better categorization of your issue from the start--You can provide relevant content and ask questions directly in the incident creation process.
    • Important questions for your issue type are contextually relevant--This can reduce the back and forth time needed to gather important details about the issue as the support team processes your incident.
    • SAP topic experts recommend content for you--By providing helpful information at every step of the process, many times you can resolve the issue yourself by using self-service options.
    • The Support Assistant automatically selects the best component for your issue type--This feature helps route your incident to the most knowledgeable group of support representatives within SAP.
  • For information about how SAP improved the incident creation process, see the improved incident creation application blog post.

Requesting help from SAP

  • You can contact the SAP Customer Interaction Center (CIC) anytime -- 24 hours a day, 7 days a week, and 365 days per year.

  • Ways you can contact the CIC:

  • When you contact the CIC for support, make sure you have all the information the support team will need, including:

    • Business impact
    • Financial impact
    • Primary contact name
    • Phone numbers
    • Users impacted

  • For High and Very High priority incidents, add the Business Impact details directly to the incident. See SAP Note 1281633 - Speed Up Processing of a Customer Incident. We recommend that you complete and attach this information when logging an incident so that the SAP engineers receive a clear understanding of the impact, deadlines, financial implications, users involved, cause and symptoms of the issue, and timeline. Such information helps to avoid escalation delays.

  • Contact the SAP CIC as many times as you need for support with your particular incident.
  • The more you contact the CIC with your requests, the more priority is attached to the incident in the SAP support representative's queue (who might be working on multiple customer issues simultaneously).
  • When you add a status update to the incident, we recommend that you follow up with the CIC if the support representative does not respond in a reasonable amount of time.

For additional ways to get real-time help, try Expert Chat, Schedule an Expert, and Schedule a Manager as follows:

  • Expert Chat provides a live chat function that connects you to an SAP Product Support expert instantly to get answers for any technical question related to an SAP product.

    • Best suited for medium or high priority issues so you can get quicker resolution from the same technical experts found in traditional SAP support channels.
    • Offers screen sharing options while working directly with a Product Support engineer.
    • The chat dialog gets converted into a support incident to continue processing as needed, and to maintain history of the incident and its resolution.

    To access Expert Chat, click the Expert Chat tile for your incident in the SAP ONE Support launchpad home screen. For more information about Expert Chat, see SAP Note 2213344 - Starting an Expert Chat with SAP Support.

  • The Schedule an Expert support channel enables you to engage further with the engineer working on your incident.

    To access Schedule an Expert, click the Schedule an Expert tile for your incident in the SAP ONE Support launchpad home screen. For more information about Schedule an Expert, see SAP Note 2476729 - How to book a Schedule an Expert session.

  • Schedule a Manager (SaM) is SAP's live support channel that enables you to speak directly with the component support manager on your high priority incidents.

    • You must create the incident at least 48 hours before making a SaM request, and the incident must be an SAP L1 Support case (not SAP L2 Development).
    • You cannot request a SaM meeting if the incident status is "customer action" or "solution provided." Contact SAP support and update the incident before making the SaM request.
    • SaM appointments require a minimum of 2 hours lead time to alert the manager, allow them to review the incident, and prepare for the call.
    • The SaM service offers you the opportunity to have a non-technical discussion with the related product manager appropriate for your incident.

For more information about Schedule a Manager, see the following resources: