Exploring Partner User Management

Objectives
After completing this lesson, you will be able to:

After completing this lesson, you will be able to:

  • Understand Partner User Management

Partner User Management

Service Partner User (SPU) Management Application

Customers often out-task ​to and rely on partners for high-quality implementation, ​ operations or key user services​. The service partner user management application allows SAP customers to authorize partners’ own ​S-user IDs to create cases on customer behalf​. SAP recommends customers / partners to leverage the service partner user management application ​for scenarios where partners engage with SAP support at the request and on behalf of customers.

  1. Customer invites partner's own S-user ID.

    Customer accesses Manage Service Partners Userand invites a partner's existing S-user.

  2. The Partner accepts the customer invitation.

    Partner S-user receives an e-mail notification of the invite and accepts it from the Service Partner User Cockpit

  3. Customer assigns the authorization to the partner.

    Customer selects user in Manage Service Partner Users  and assigns the authorization validity period and systems

  4. Partner creates case on customer's behalf.

    Partner consultant ​ (S-user) is now able to create cases or use Real-Time Support or customer’s systems with own S-user ID​ Partner S-users can also view and manage cases created by other partner S-users for the specific ​ authorized system​

Note
The SPU management application is available for all products except SAP Concur.

Advantages for Partners and Customers

Step-by-step guidance for partners on how to set up the SPU function is provided in the SAP Knowledge Base Article 2518736

In SAP for Me, ‘Manage Service Partner User’ and ‘Service Partner User Cockpit’ Access Cards are available under ‘Users and Contacts’. The process is then the exact same as the one available in SAP ONE Support Launchpad. 

Partner Support Functions

The SAP Partner ecosystem plays a strategic role for the success of SAP customers. Involving Partners, directly or indirectly, in support delivery is essential for the success and experience of customers.

To make support collaboration between SAP and Partners more effective, SAP has introduced the Support Manager and Support Consultant contact functions (maintained by your security manager in Manage My Users). This will help indicate the role the person has in relation to your partnership with SAP. 

It is recommended that Partners assign at least one (≥1) Support Manager and at least three (≥3) Support Consultant contact functions as counterparts for potential interaction. This will ensure that the right contacts at your company receive the relevant invitations, communications and feedback opportunities. It is recommended that these mangers/consultants be support qualified personnel. 

More detail on how to set up contact functions is provided in Maintain Contact Functions Manage My Users document.

These two functions for support employees have been made available, and are mandatory, for the support authorization program. To ensure that the right contacts at your company receive relevant invitations, communications, and feedback opportunities from SAP, please maintain the new functions and keep them up-to-date. Liaise with your security manager to get a function assigned based on your actual focus and area and responsibilities.

Your security manager can select these functions when creating new contacts. Adding the function to newly created or existing partner contact enables SAP to identify who are the relevant support representatives within your organization. This ensures that the right contacts at your company receive the relevant invitations, communications, and feedback opportunities.

Alternatively, your security manager can assign them as additional functions or permissions to existing users, as per user management processes in Manage My Users (MMU). Only the Security Manager has access to the MMU app. User creation and maintenance processes have been adapted in the MMU app. Information related to partner type, function Title, and department has been removed from the UI and an optional Function field has been added.

 For further information on how to manage contacts, refer to GPS for Contact & User Management

S-user Lifetime Process

To help protect your sensitive company information and ensure GDPR compliance, SAP has introduced the S-user lifetime process for all S-user IDs. To assist customers and partners with the responsibility of user administrations, effective 2 June, 2020, SAP assigns an expiry date to all S-users.

The introduction of the S-user lifetime process has the following impact on users with S-user IDs, extension rules, and notifications:

  • New S-users are valid for 24 months.
  • Super/Cloud/User Administrators (including Partner Security Managers and Technical Communication Users) have validity dates set to 31.12.9999 (no expiry).
  • The minimum validity period for an S-user ID is one day.
  • The Administrator can, at any time, extend validity up to a maximum of five years.
  • On the 1st of every month, the Administrator receives a notification for accounts within their organization that will expire within the next three months.
  • VAR-d partners are not notified of the expiration of their end customer S-users.
  • The S-user ID owner receives a notification for renewal or extension 30 days, 14 days, and 2 days before the expiry date.
  • If the Administrator does not renew or extend validity, after the validity date, the status of S-user IDs changes to Expired.
  • The S-user ID can no longer be used and can only be reactivated by the Administrator within three months of the expiry date. Three months after the expiry date, the S-user ID is deleted and cannot be recovered.

For more information, refer to the Support portal. Partner-specific information is available on the SAP PartnerEdge portal.

S-user Email Guidelines

SAP helps protect your sensitive company information and ensures compliance to the pertinent data protection regulations (for example, GDPR) that may apply to all our customers and partners. It is your responsibility to ensure only the right people have permission to transact on behalf of your company, and only with the authorizations required to complete their tasks. A valid email address is mandatory for SAP Universal ID and all S-user IDs.

SAP assists customers and Partners in their user administration responsibility by introducing compliance checks on e-mail addresses. Every existing and newly created S-user will be checked for compliance with the following rules:

  • E-mail Format Check: the syntax of the e-mail address must be correct. For information about the valid format for an S-user email address, see SAP Knowledge Base Article 3146076
  • Duplicate E-mail Address Check: an e-mail address cannot be used by another S-user under the same customer number.
  • Shared E-mail Address Check: a shared e-mail account, for example basisteam@company.com, cannot be used.
  • E-mail domain check: Cloud and Super Administrators are required to maintain an official list that represents their company, subsidiaries, and/or Customer Centers of Expertise (CCoEs) in the Maintain e-mail domain application tool to ensure users match their corporate e-mail addresses.

More information is available on the SAP Support Portal Home page.

SAP Universal ID

SAP Universal ID is a unified account across SAP sites, that puts you in control by linking all your existing company associations (S/P-user IDs) and switching between them as needed.

Benefits
  • Take control: own your personal SAP identity.
  • Manage one account: link all of your existing accounts in one universal account.
  • Use it wherever you go: no matter where you work, your ID goes with you.

Once your account is set up, you can access the SAP Universal ID Account Manager, which is your single-entry point to view, update, and manage your personal information, account security settings, and associations to companies.

More information in sap.com .

Real-Time Support

This table lists the prerequisites and limitations for using the Schedule an Expert and Expert Chat offering on behalf of the SAP end customer (using the SPU function):

Note
  • Schedule an Expert and Expert Chat are not consulting channels.
  • Expert Chat is not available for existing incidents.
  • For new incidents, booking on behalf of the Partner’s end customer is done through the Report an Incident tile in the SAP ONE Support Launchpad.
  • For existing incidents, Schedule an Expert bookings are only possible if the incident is with SAP support, and the support engineer assigned to the incident has availability for Schedule an Expert sessions.
  • For more information, see Schedule an Expert and Expert Chat.

SAP ONE Support Launchpad Migration to SAP for Me

To simplify and harmonize your support experience at SAP, SAP for Me will become your entry point for support related topics and questions. All support features will be transitioned from the SAP ONE Support Launchpad to SAP for Me, with more being added over time.

Timeline

Starting April 22, 2023*, when accessing the SAP ONE Support Launchpad, you will receive a pop-up redirecting you to SAP for Me.

After May 23, 2023*, SAP for Me will be the central entry point, and the SAP ONE Support Launchpad homepage will be deprecated. If you try to open the launchpad homepage or any bookmark, you will be automatically redirected to SAP for Me without further prompts. Redirects will bring you to the respective place in SAP for Me. In case you’d like to see an overview, review Where can launchpad tiles be found in SAP for Me?

*Dates are preliminary

Impact
  • For all customers and partners, SAP for Me will become the entry point for support-related topics and questions.
  • Each user will have a personalized homepage, dashboard, and support tasks.
  • SAP ONE Support Launchpad will be depreciated as an entry point.
Assets and Communication

The SAP for Me platform gives you a holistic view of your licenses, orders, consumption status, and perform self-services, such as cloud system provisioning.

Product Support error categorization

Learn more about how Product Support categorize cases: Knowledge Base Article 3316557 - Error Categorization Procedure Standards: Customer/Partner Issue

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