Discovering Support from SAP - Your Intelligent Companion

Leveraging the Benefits of SAP´s Support

Objective

After completing this lesson, you will be able to describe how to get the most benefit out of SAP’s support, why a Foundational Success Plan helps to get SAP solutions up and running, and what you learn in this Support Accreditation course

Introduction

Welcome to the Support Accreditation course!

SAP’s support is much more than issue resolution. It helps customers onboard successfully, adopt innovations faster, maintain business continuity, and realize ongoing value from their SAP investments.

As SAP solutions continue to evolve, understanding how to make the most of support has become an essential skill for customers and partners alike.

Meet Mohammed Ajouz, Global Head of Technical Support at SAP in the following video and hear what you will have achieved by the end of this course.

Introducing Jane and John

Jane and John, shown in the picture below, will accompany you throughout this course. John is an SAP customer who has just started using SAP’s support. He may have questions similar to yours. Jane is a support expert at SAP and will help you and John whenever possible.

You can see a picture of Jane and John that will accompany you within this course.

Unboxing Foundational Success Plan

The Foundational Success Plan helps to get your solutions up and running, protects business continuity, and puts your business on track to achieve ongoing value. 

It’s centered around the proven SAP Enterprise Support offering included with every SAP cloud solution, expanded with technical operations for cloud solutions and onboarding. 

Note

Check out Foundational Success Plan.

Benefits

  • Empower your organization: Prepare your business with onboarding, self-service channels, best practice content, remote services, and access to support experts. 

  • Protect business continuity: Get preventive 24/7 mission-critical support, with SLAs powered by AI that works behind the scenes to flag risks and help your business run smoothly. 

  •  Advance with guided transformation:  Plan, deploy, operate, and optimize your cloud solutions with SAP Cloud ALM, the solution that helps you transform, drive toward a clean core, and run applications with confidence. 

  • Experience seamless operations: Trust in agile managed cloud operations with robust security, compliance, and ongoing availability across your SAP cloud landscape.

Explore the key components of the Foundational Success Plan in the following overview:

The picture shows the components of the foundational success plan: preventive 24/7 mission-critical support with SLAs, guided transformation with SAP Cloud ALM, self-service content, onboarding, and advisory, technical operations for cloud.

Note

For a deeper dive into the Foundational Success Plan, a dedicated training is currently in development and will be available soon.

The New Era of SAP’s Support

As SAP’s support evolves, so do the ways customers and partners engage with it. In the past, success was often measured by how quickly cases were resolved. But speed alone doesn’t create value if issues keep recurring.

Today, the focus is on prevention, outcomes, and overall customer success.

Artificial Intelligence (AI) plays an important role here, not as a strategy, but as an enabler. It helps automate repetitive tasks, surface insights faster, and guide users more effectively. The result is a more proactive support experience: preventing issues where possible, enabling self-service, and accelerating expert support when needed.

This is exactly where this course comes in.

Why Complete the Support Accreditation Course

Support Accreditation is a self-service empowerment that helps every user understand how to work effectively with SAP application support. It gives you the basic knowledge and guidance you need to interact with support and handle issues with confidence.

  • Efficient and flexible: Easy-to-consume self-enablement learning course with units can be taken at your own pace and time.

  • Rewarding: Obtain a course completion badge of achievement on successful completion of the assessments.

  • Clarity on what to use and when: Navigate multiple support channels and offerings with confidence, choosing the right option for each situation.

  • Faster issue resolution: Improve troubleshooting efficiency with proven methodologies, reducing time-to-resolution leading to stronger business continuity.

  • Future-ready support experience: Be prepared for upcoming innovations like AI-guided support and new support entry points, ensuring you stay ahead.

  • Engaging partners: Strengthen delivery and support capabilities through deeper SAP aligned expertise, enabling faster issue resolution, improved customer satisfaction, and stronger differentiation as a trusted advisor.

Hint

Customer Success through Trusted Partner Support Expertise:

For most SAP cloud customers, SAP partners provide implementation and operations services that complement SAP cloud services.

In such scenarios, partners utilize support services from SAP on behalf of the joint customer. Typical scenarios include, for instance, requesting support for a technical issue by creating a support case with SAP or leveraging SAP Cloud ALM in an implementation project.

SAP closely collaborates with its partner ecosystem along all dimensions of support and equips partners with the tools, insights, and self-services they need to deliver consistent, high‑value services alongside SAP.

This includes:

  • Best practices for partners to self-sufficiently handle common consulting and "how-to" questions from customers
  • Data insights and dashboards, such as the customer insights dashboards and Support Collaboration Analytics (for partners) in SAP for Me, to help monitor performance, identify trends, and proactively realize quality improvements
  • Best practice guidance embedded in SAP Cloud ALM with the opportunity for partners to enhance process content and methodologies represented in the solution
  • Support Accreditation training that can guide partners to efficiently engage SAP for support
  • Enabling transparency on partner action on customer’s behalf through dedicated partner S-users

Partners that have built strong capabilities for an effective support collaboration stand-out, for example, by:

  • Self-sufficiently addressing customers’ consulting and "how-to" questions
  • Using SAP self-services without creating cases
  • Following SAP’s best practices, for example in SAP Cloud ALM and the SAP Activate methodology

To simplify partner selection, SAP has introduced a support proficiency recognition in SAP Partner Finder, which empowers customers to choose partners with trusted support expertise. 

Further partner-specific information can be found at the SAP Support Portal and  SAP Partner Portal (requires log-in).

Summary

  • SAP’s support is no longer just about resolving issues. It is about enabling adoption, protecting business continuity, and helping customers realize continuous value from their SAP investments.

  • The Foundational Success Plan provides a value‑rich foundation centered around the SAP Enterprise Support and included in every subscription - driving an estimated $1.9 million per year in customer value, as validated by IDC(International Data Corporation). 

Learning

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