Getting Started with SAP Enterprise Support

Objective

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

Preamble

SAP Support helps customers maintain, optimize, and innovate their SAP systems. It ensures efficient customer operations, quick resolution of technical issues, and keeping systems up to date with software enhancements.

Understanding the available SAP Enterprise Support resources can help customers to quickly address both technical and non-technical queries:

  • For technical issues, customers should access the Get Support application in SAP for Me.
  • For non-technical issues, customers can contact the Customer Interaction Center (CIC).

Expert assistance empowers customers to manage their SAP systems more effectively, reduce risks, and optimize performance, ensuring their business gains maximum value from its SAP solutions.

SAP Support Portal

The SAP Support Portal serves as a central hub for accessing a wide range of technical support resources and other essential services related to SAP products. SAP customers can search for SAP Notes, SAP Knowledge Base Articles, SAP Community content, documentation, and more within SAP for Me.

The dedicated Get Support pages provide a breakdown of the various SAP Support channels and tips to help you resolve your issue in the easiest way possible. All support channels are integrated into the SAP for Me portal, which uses artificial intelligence (AI) algorithms to suggest the best channel for resolving your issue.

This video provides a quick overview of how to access SAP Support channels via the SAP for Me portal.

Technical Support – Get Support Application

If you are experiencing a technical product issue with your SAP solution, the Get Support application on SAP for Me can assist you in resolving 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.

How to Use the Get Support Application?

  1. Go to SAP for Me and select "Sign In".
  2. In the dashboard section Services & Support, select the application "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 issue, you will be presented with a list of available support channels from which you can choose:

    - Create a Case.

    - Expert Chat (see SAP KBA 2570790)

    - Schedule an Expert (see SAP KBA 2651981)

    - 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.

Further details regarding the case creation process can be found in the following SAP KBA 296527 - How to create a support case for SAP Support - SAP for Me.

The following Knowledge Base Article (KBA) provides more insights into support processes for SAP SuccessFactors HCM cases, including the best way to speed up or escalate a support case > 2287393 - Support Processes and Incident Handling Guidelines - SuccessFactors Cloud.

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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