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
- 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:
- To send email to the CIC, fill out the web form at Email the Customer Interaction Center (CIC) or send your request to firstname.lastname@example.org. Sending email is the best way to start a support request. You can get help with the SAP Support Portal, SAP licenses, software downloads, S-user accounts, superadmin reassignments, or set up an SAP system identifier (SID). You can also schedule a webinar or demonstration for your S-users to help them learn how to navigate the SAP Support Portal.
- To chat with the CIC, see Chat with the Customer Interaction Center (CIC). The chat system provides live interactive communication with SAP CIC colleagues to get assistance anytime you need it.
- To call the CIC, see the Customer Interaction Center (CIC) Worldwide Telephone Directory to find the phone numbers available for your region.
- For more details about how to email, chat, or call the CIC, see SAP Note 560499 - Customer Interaction Center: Hotline - Email - Chat.
- You can also access the CIC from the SAP Support Portal or through the SAP One Support Launchpad.
- For more information about the SAP Support Portal, see the SAP Support Portal FAQs.
- To get status updates, increase the priority, or request an escalation of your support case; or to assign a support representative and request a call back, see the escalation assistance advice listed in SAP Note 67739 - Priority of Problem Incidents.
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.
You can request a time to share your screen with the engineer, and get support for all products listed here: Schedule an Expert available products.
Use Schedule an Expert for low, medium, and high priority incidents.
You can book Schedule an Expert sessions a minimum of 24 hours in advance.
For more details about Schedule an Expert, see the Schedule an Expert for Open Incidents – Frequently Asked Questions.
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:
- SAP Note 2886006 - How to book a Schedule a Manager session
- SAP Note 2854599 - Schedule a Manager - Frequently Asked Questions - SAP Product Support
- SAP Note 2886040 - How to cancel or update a Schedule a Manager session