After completing this lesson, you will be able to:
SAP Enterprise Support, cloud editions is SAP's core support offering and the foundational success plan for cloud customers.
Select the buttons below to learn about the core capabilities of SAP Enterprise Support, cloud editions.
NoteSAP is making strides to simplify and harmonize the support experience by reducing the number of digital touch points. SAP for Me is the new digital platform that enables our customers and partners to find the information they need, and use a variety of self-service features to easily request support and resolve issues. SAP for Me is free, and uses your existing SAP ID.
With SAP for Me, you can:
NoteTo ensure a smooth transition, SAP ONE Support Launchpad and SAP for Me are running in parallel.
In Q1/2022, a promotional banner was published in the SAP ONE Support Launchpad.
In Q4/2022, all support applications will be integrated into SAP for Me and a pop-up message in the SAP ONE Support Launchpad will allow users to navigate to SAP for Me.
In Q1/2023, we will remove the SAP ONE Support Launchpad and customers and partners will only use SAP for Me. If users access the SAP ONE Support Launchpad website, they will be automatically redirected to SAP for Me.
Following the Information Technology Infrastructure Library (ITIL) standard, SAP has changed the terminology for getting technical support from "Incident" to "Case" in SAP for Me.
Cases identify a question or issue and tracks the activities related to resolving it. Cases are different from service requests, which are standardized requests from end users for specific functions (e.g. additional service capacity, additional backup) using a predefined service catalog.
There are several cross capability features available for all types of users in SAP for Me, including:
NoteCustomer Dashboards help SAP customers manage their SAP product portfolio, license consumption, orders and billing, systems provisioning, and more. These dashboards include:
View your purchased SAP portfolio and its related products, find additional details in your product list like the number of related orders, systems, or licenses, and access links to additional information sources related to your product.
Review and submit maintenance and support cases across your company and find out information like planned upcoming maintenance events for your products.
Purchasers, controllers, and other related roles have multiple methods of reviewing their product portfolio from a financial perspective. Review your SAP orders, the licensed materials behind the orders, and the connection to the individual product. You can also view consumption metrics across all your cloud product licenses.
View a list of all cloud or on-premise systems related to a product, the current availability status of a system related to a product, and navigate directly to the Cloud Availability Center (CAC) for detailed status information for cloud systems.
View a list of all SAP contacts that are available for a product or product portfolio, and view a list of contacts SAP is aware of in your company for a product or product order. You can also change the assignment of a contact in your company in relation to a product, and manage S-Users, P-Users, and SAP Universal ID (UID) users.
NotePartner Dashboards help partners with sales and marketing, deals, and pipelines. There are four dashboards:
View your company and partnership details including Partner Tracks, contracts, sell & service authorizations, and grouping. In addition, you can find links to access key partner management apps and portals.
View your business plan, monitor your plan vs. actual revenue performance, view and manage end-to-end deal execution, and access sales apps.
Manage your customers by analyzing their license portfolio, cloud consumption, upcoming renewals, and orders and contracts. Manage customer delivery such as cloud projects, certified consultants, and next generation cloud delivery migrations.
Find enablement on how to build your own solutions, monitor the status of your developed solutions, and find your AIR key and links to register a new solution.
Review these guides for targeted information based on your role:
NoteThe customer IT operations requirements and responsibilities vary by deployment model.
Select the buttons below to learn more.
NoteHybrid landscapes have a mix of solutions with different deployment models. It's important for customers to understand how to bring together the cloud and on premise worlds and manage their operations and maintenance cohesively.
