Getting SAP Support

Objective

After completing this lesson, you will be able to access key resources within SAP Support, including Technical Support (e.g., case creation) and Non-Technical Support (Customer Interaction Center).

Prelude

Understanding the support resources available to you at SAP can help you quickly address both technical and non-technical issues:

  • For technical issues, customers should access the "Get Support" application in SAP for Me.
  • For non-technical issues, customers can reach out to the Customer Interaction Center.

Access to expert assistance will help you effectively manage your SAP systems, mitigate risks, and enhance performance, ensuring that you derive maximum value from the solutions for your business.

SAP Support Portal

The SAP Support Portal is the central location to access various support channels, self-services, tools, and support applications. In this portal, you can also find details about support offerings, product maintenance, SAP Knowledge-Base Articles, SAP Notes, and much more.

Depending on the issues you encounter, SAP Support can quickly address both technical and non-technical issues:

  • For technical issues: Customers should access the Get Support application in SAP for Me.
  • For non-technical issues: Customers can reach out to the Customer Interaction Center.

Technical Support – Get Support Application

If you're experiencing a technical product issue in your SAP solution, the Get Support application on SAP for Me helps you resolve technical issues using an AI-enabled framework. Based on the basic information you initially provide, AI automatically recommends potential solutions (utilizing SAP Knowledge-Based Articles or SAP Notes) and recommends the most suitable channels such as:

  • Create a Case (see details below).
  • Expert Chat - Based on availability (see SAP KBA 2570790).
  • Schedule an Expert - Only available for some product/component areas (see SAP KBA 2651981).

How to Use the Get Support Application?

  1. Go to SAP for Me , select "Sign In" and navigate to the dashboard section Services & Support.
  2. On the tab Overview, select the application titled "Get Support (Case, Expert Chat...)".Steps to access Get Support application from SAP for Me initial screen.
  3. Once you have entered a meaningful description of your issues, you will be presented with a list of available support channels from which you can choose:
    - Create a Case
    - Expert Chat
    - Schedule an Expert
    - Open an SAP Community Question

How to Create a Support Case?

If creating a case is your preferred option to resolve your issue, go to the application Get Support (Case, Expert Chat...), enter the basic information, select the option "Create a Case", and add more detailed information. Consider the following recommendations to help you streamline the process:

  • Address one problem per case.
  • Document client analysis and SAP Note searches.
  • Include remote connection details.
  • Provide a meaningful short description (include error-related info).
  • Detail steps to reproduce the problem.
  • Choose the appropriate component.
  • Explain the business impact on operations.
  • Share customer contact information.

Review all details of the process for case creation in the following resources:

  • SAP KBA 1296527: "How to create a support case for SAP Support – SAP for Me".
  • Guided video "Get Support in SAP for Me":

Do You Need to Escalate a support case?

If you need to speed up the resolution of a case submitted to SAP Support, please review SAP Note 90835.

Non-Technical Support – Customer Interaction Center

The Customer Interaction Center (CIC) is available 24 hours a day, 7 days a week, 365 days a year.

The CIC provides a central point of contact for queries such as existing cases, SAP for Me navigation, S-user ID, and SAP Universal ID.

CIC Overview and Benefits

Additional Information

  1. Check out the SAP Support Brochure: Getting the Most From Your Support.
  2. Complete the free self-enablement learning journey: Support Accreditation.

Conclusion

The SAP Support Portal is your central resource for support information, including maintenance, support channels and applications. It also offers access to real-time support channels, tools, and applications in SAP for Me.

Whether through case creation for technical issues or via the Customer Interaction Center with 24/7 support for non-technical assistance, SAP ensures that you can find a resolution to any issues you may encounter.

Learning

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