Using Schedule a Manager

Schedule a Manager is a Real-Time Support channel that allows you to book a phone call with product support manager to discuss a high-priority incident.

Schedule a Manager is a Real-Time Support channel that allows you to book a phone call with product support manager to discuss a high-priority incident.

Schedule a Manager is available to all customers/partners, regardless of the contract type and for all SAP solutions. The 15-minute phone call can be booked from two days after a high-priority incident is created. A minimum of two hours advance booking is required via an integrated calendar function.

This additional support channel was introduced as a result of customer feedback: we’ve understood your wish to engage with Product Support and speak directly with someone who can help. As a result, the Schedule a Manager channel offers the following benefits: 

• Escalation prevention
• Faster incident resolution
• Reduced customer effort
• Simplified Product Support management engagement for customers 
• Improved customer experience

It is easy to book a session with a product support manager. The Schedule a Manager option automatically appears in the SAP ONE Support Launchpad when the following conditions are met:

• The incident relates to Product Support.
• The incident has been categorized as priority high for at least two days.
• A manager has been assigned to the corresponding product area and is available for scheduling via prompted calendar functionalities.

If you would like to use Schedule a Manager, detailed information, including steps on how to process the request, is available online.