Objective
Every support journey starts with three simple questions:
In this lesson, learn how to navigate SAP's support ecosystem starting with Joule in SAP for Me, understand the authorizations required to access support applications and learn what is included within SAP's support scope.
Joule is SAP’s new unified entry point into SAP for Me, powered by conversational and agentic AI to deliver effortless navigation, advanced self-service, personalized support, and faster task execution.
You can describe what you need in your own words through a simple prompt box. Joule in SAP for Me will guide you toward the right outcomes by answering questions, supporting actions, and surfacing relevant insights.
Watch the video to get a first impression.
Deeply integrated into SAP for Me, Joule adapts to each user’s role, history, and preferences, creating a more intuitive and personalized experience. It helps users move forward in their journey faster by identifying needs, providing tailored recommendations, and directing them to the right transactions or next steps.
By making navigation simpler and self-service more accessible, Joule in SAP for Me helps improve customer satisfaction, increase operational efficiency, and reduce effort across support interactions. Available at no additional cost, it complements existing SAP for Me capabilities while showcasing SAP’s latest AI innovations.
Note
Now that you know where to start, the next step is ensuring you have the right access.
Many support tools, applications, and company-specific information require the appropriate authorizations.
To access support applications or company-specific information in SAP for Me, users require an S-user ID and in most cases the appropriate authorizations. For new customers, SAP creates the first S-user and assigns it to the highest level of access, making the user a Super Administrator or, for cloud customers, a Cloud Administrator.
For security reasons, SAP cannot create or manage additional S-users after this initial setup. Instead, administrators within your organization are responsible for creating and deleting S-users, assigning authorizations, and managing access to SAP for Me applications. Ensuring you have the correct authorizations is essential for accessing support tools, managing systems, and making full use of SAP's support services.
Having access is only part of the equation. It's equally important to understand when SAP’s support is the right place to seek assistance and what types of issues fall within support scope.
Hint
Are you a partner, or do you have a partner engaging with SAP’s support on your behalf?
Service Partner User Management Application: The service partner user management application allows SAP customers to authorize dedicated partner S-user IDs to handle support cases on the customer's behalf.
It enables a more targeted and closer collaboration between SAP and partners as well as expanded transparency about partner users’ support cases created on customer request.
At its core, service partner user management application is designed to help customers, partners, and support from SAP collaborate in a more structured and controlled way. This structured approach is critical because it significantly improves support transparency, accountability, and overall case quality, ensuring that every interaction is aligned with customer expectations and can be clearly tracked.
Customers and partners may visit the SAP Support Portal page for further reference.
Support Manager Role: To enable a more effective support collaboration between SAP and partner, SAP has established the Support Manager role (also referred to as "contact functions", maintained by the partner’s Security Manager in Manage My Users).
The Support Manager plays a critical role in strengthening the collaboration between partners and support from SAP by monitoring patterns of cases created on behalf of customers and overseeing standard operating procedures within SAP’s support. This role ensures consistency, quality, and alignment with best practices across all support interactions.
For more details on how to assign the contact function, please refer to the Maintain Contact Functions document.
Our mission in customer support is to help with errors or issues arising from the standard delivered software licensed by SAP.
Support scope comprises malfunctions, product issues, and product defects – with the aim of solving and restoring standard service as quickly as possible. For instance, SAP provides support when there is an error in the software, when problems exist while implementing correction instructions, or when standard functions are missing or incorrect documentation.
There are certain topics that are beyond the scope of support, and customers will be asked to raise the issue either with a partner or another of SAP’s organizations (depending on implementation and topic).
The table below outlines what is included in SAP’s support scope and what is not:
| Case Category | When Used | Proposed Avenue |
|---|---|---|
| New Coding Issue | New error in the product: A problem or bug identified within the recently added or modified code of the product | Reach out using the Get Support application in SAP for Me |
| Regression Issues | Feature that has worked before stops working: Change or update to the code, intended to improve or fix the application, inadvertently causes previously working features to break or malfunction | Reach out using the Get Support application in SAP for Me |
| Missing Functionality | Absence of essential product feature: Functionality, which was available in previous product version, is unexpectedly missing in the new release. | Reach out using the Get Support application in SAP for Me |
| Product Usability | Easiness and effortless use compromised: Overall user experience, focusing on the ease of navigation, task completion, and overall satisfaction with the software. | Reach out using the Get Support application in SAP for Me |
| Case Category | When Used | Proposed Avenue |
|---|---|---|
| How-to Questions | It’s a general how-to request raised by the customer or service partner (for example, how to start instances in SAP software, how to set up a specific solution or scenario, and so on). | Knowledge Resources (SAP Knowledge Base Articles, SAP Notes, SAP Community) |
| Missing Functionality | The functionality requested by the customer isn’t yet in place in the latest standard release from SAP, and it’s a valid improvement request to enrich standard behavior. | Customer Influence Forum (product management) |
| Consulting Configuration & Implementation Requests | Consulting related topics and or request to help implement SAP standard software. These issues are handled by our Services Team. | Partner or SAP Community |
| Customized Coding Issue (Service Requests) | The issue is within or caused by the coding owned by the customer or / the implementation partner (user exit, business add-in, enhancement, modification, software development kit). | Service Request (Investigation or adjustment needed for customized SAP solutions) |
| Improper User Handling | The issue is caused by an end-user or administrator consultant using the software incorrectly, typing a wrong OS command, or deleting a table entry by mistake. | Knowledge Resources (SAP Knowledge Base Articles, SAP Notes, SAP Community) |
What if your issues are categorized as out of support?
Getting started with support from SAP is easier than ever with Joule in SAP for Me - a modern, AI-powered entry point that helps you navigate support resources, find information, and act faster.
Ensuring you or your partner acting on your behalf have the correct authorizations allows you to access the support applications and services available to your organization, while understanding SAP's support scope helps you engage the right channel for the right need.
Together, these foundations set you up for a smoother, more efficient support experience and prepare you for the lessons ahead.