Getting Support through Customer Interaction Center

Customer Interaction Center (CIC) is your central point of contact for all SAP customers, whether you use cloud or on-premise, we provide front line support, guiding you to maximize the value of your SAP services, enablement throughout your SAP journey, and effective first-level support for various non-technical topics.

CIC is your round-the-clock assistance for case management, support resource navigation, S-user management, remote service requests, and more. With strategically located teams globally, including Ireland, Brazil, China, India, and the Philippines, we guarantee continuous support whenever you need it. Contact CIC and connect with us anytime, anywhere for personalized and reliable support.

Contact CIC in the following situations:​

• Assist with issue management such as case creation, updates or escalations on existing cases.
• Guide you through support resources in SAP for Me ​.
• Assist with User Management such as S-user management, authorization inquiries or password reset help.
• Locate your licensed software from the Download Center .
• Provide assistance with License Keys request questions, creation or deletion of systems.
• Request a remote service on your behalf, and confirm all prerequisites, to ensure a successful service booking.

For SAP or third-party software issues, use solution search for SAP Notes, Knowledge Base Articles, SAP Community discussions, etc. Use the "Get Support" app for guided case creation, AI recommends support channels. An S-user ID is needed to create a case. Ensure all fields are completed. Access application info and links on the right side. Create one case per issue. For further assistance, contact us at https://support.sap.com/contactus.

After submitting a case, you can contact CIC to:​

• Get additional information about the status of a case.​
• Speed up the processing of a case.​
• Change the priority of a case.​
• Request escalation of a case​.

We will ask you to describe the business impact: the effect on your economic activities from a non-technical perspective. This information is key to help to ensure your case is treated with the correct priority. Your description should address the following components:

• What: A brief description of the problem
• How: How is the business affected, workarounds, consequences
• When: Timelines/deadlines/project phases
• Who: Information on the 24*7 contact person

The following image details these questions and provides sample considerations for productive and test development systems. The two SAP notes linked below the image expand on these examples.

SAP Note 1281633 - Speed Up Processing of a Case outlines additional information required to evaluate the issue reported in the case from a business perspective. SAP Note 90835 - SAP Case Escalation Procedure explains how to speed up the solution for a case.

• Available 24 hours a day, 7 days a week, 365 days a year
• Service menu for specific product areas (for example, SAP Concur, SAP Fieldglass)
• The toll-free number is available in most countries/regions through both landline and select mobile providers

Contact CIC for more information:

• Phone: Reach out to CIC by calling for assistance.
• E-mail: Send your inquiries to their e-mail address.
• Chat: Connect with a CIC representative through their chat service.
• Register for live Support Webcasts here.
• Webcast replays on demand here.

Customer Interaction Center support videos guide you step-by-step through SAP support.

• How to reset your S-user password | SAP Blogs
• SAP User IDs? What’s the difference? Find out more here… | SAP Blogs ​
• Helpful Tips from the Customer Interaction Center – SAP Universal ID | SAP Blogs ​
• Learn All About S-user IDs! | SAP Blogs​
• Are you interested in learning about Technical Communication Users? | SAP Blogs