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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).

SAP Support Portal

The SAP Support Portal offers public access to general support information, including support channels, self-services, tools, and support applications. In this portal, you can find details on support offerings, product maintenance, SAP Knowledge Base Articles, SAP Notes, and much more.

Hint

All content from the SAP Support Portal is also searchable directly within SAP for Me.

The SAP Support Portal is the central public access to all support channels available in SAP.

The following video shows the SAP Support Portal in action:

Choosing the Right Support Path:

Depending on the type of issue you encounter, you can use one of the support paths below to request assistance from SAP:

For product-related assistance: Customers receive support in SAP for Me.
For non-product-related assistance: Customers can contact the Customer Interaction Center.

Product-Related Assistance

If you are experiencing an issue with the functionality of your SAP solution, we recommend starting with the self-service options in SAP for Me to find a resolution quickly. SAP for Me offers fast search across trusted sources, such as:

SAP Knowledge Base Articles (KBAs) for technical support resolutions and troubleshooting.
SAP Notes for complex technical issues and coding corrections.
SAP Community for peer-driven insights and solutions.
Other tools and applications.

Additional Information:

SAP Knowledge Base search.
SAP KBA 2081285 – How to get the best results from an SAP Knowledge Base search?
Learn more in the SAP Community blog post.

Still Can’t Find a Resolution? The Case Creation Journey

If you still face challenges after utilizing our self-service solutions, SAP for Me is your gateway to the most appropriate live support channel through case creation.

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 (using SAP Knowledge Base Articles or SAP Notes) and suggests the most suitable channels, such as case creation.

How to Create a Case:

Go to SAP for Me, select "Sign In", and navigate to the dashboard section Services & Support.
On the Overview tab, in the application titled Manage Cases, choose the "New Case" button.
After entering a meaningful description of your issue, you will be presented with a list of available support channels from which you can choose:
- Expert Chat (see SAP KBA 2570790)
- Schedule an Expert (see SAP KBA 2651981)
- Confirm Case Creation

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.

Additional Information

Begin your SAP Support journey with the Support Accreditation — a free, self-paced learning journey for anyone who wants to use SAP support channels effectively. Complete the short course to earn your Support Accreditation badge and strengthen your support expertise.
Review the full case creation process in SAP KBA 1296527: "How to create a support case for SAP Support – SAP for Me".

Non-Product-Related Assistance

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 related to existing cases, SAP for Me navigation, S-user ID, and SAP Universal ID.

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.

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