Discussing Support for the SAP S/4HANA Cloud Deployment Options

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.

Note

• Learn more about SAP Enterprise Support
• Learn more about SAP Enterprise Support Academy
• Learn about Value Maps in SAP Learning Hub for SAP S/4HANA and SAP S/4HANA Cloud

SAP is making strides to simplify and harmonize the support experience by reducing the number of digital touchpoints. SAP for Me is the 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:

• Engage with support from SAP through a single entry point
• Get a holistic view of your licenses, orders, and consumption status.
• Perform self-services (e.g. cloud system provisioning)
• Additional features will continue to be integrated

Note

Learn about managing your SAP for Me access in the SAP Help Portal

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.

You can create a support case through several methods:

1. On the home page, select the three dots in the top right corner of a card > Contact Us > Written Case.
2. On any page, select the Feedback tab on the right side of the screen > Contact Us
3. Select the Services & Support dashboard on the left side of the screen > Report a Case

You can monitor your support cases with the Cases card from the home page, or navigate directly to the Services & Support dashboard to access the full range of support tools, such as Expert Chat, Schedule an Expert, Ask an Expert Peer, SAP Notes and Knowledge Base Articles, SAP Early Watch Alerts, and many more capabilities.

There are several cross capability features available for all types of users in SAP for Me, including:.

• Home Page
  • See an overview of all your products, licenses, materials, orders, and systems, and get alerts about potential consumption overages, down systems, and support incidents.
  • If you are a known SAP ONE Support Launchpad user, you can let SAP import your user data, then personalize your Home page by adding or removing cards, or dragging and dropping cards to rearrange the layout.
• Calendar
  • See SAP events in a centralized calendar and filter by your favorite products to see events most relevant to you. Note that some events may require special authorizations from your administrator.
• Knowledge & Learning
  • Explore ways to enhance your product skills and earn certificates with learning journeys and training. You can also access My Learnings in the Profile Menu.
• SAP Communications
  • See SAP communications emails in the SAP Central Communication Center.
• My Profile
  • Manage your SAP account, access SAP contacts, your company information, learnings, and the SAP Community.
• Influence SAP for Me
  • Provide feedback, report a bug, or suggest features in the SAP Customer Influence site.

Note

Join the SAP for Me Community to hear from the experts, share information, ask questions, and more.

Dashboards are the entry point for customers and partners to manage their SAP-related activities and solutions. These dashboards include:

• Customer Success
  • Partners can manage their 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.
• Finance & Legal
  • 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.
• Partner Solutions
  • 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.
• Partnership
  • 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.
• Products & Portfolio
  • 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.
• Sales & Marketing
  • Partners can view their business plan, monitor your plan vs. actual revenue performance, view and manage end-to-end deal execution, and access sales apps.
• Services & Support
  • Review and submit maintenance and support cases across your company and find out information like planned upcoming maintenance events for your products.
• Systems & Provisioning
  • 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.
• Users & Contacts
  • 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.

Partners can review these guides for targeted information based on your role:

Partner Sales Executives | Partner Account Managers & Customer Engagement Executives | Partner Consultant Managers | Partner Managers | Partner Developers | Partner Technical & Support Administrators

The customer IT operations requirements and responsibilities vary by deployment model.

Select the buttons below to learn more.

Note

Cloud solutions have service level agreements (SLAs) that define the system availability, services, planned downtime, and other information related to the cloud subscription. Information regarding SLAs can be found in the SAP Trust Center.

Hybrid 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.

Note

• Learn more about the Customer Center of Expertise (CCOE)
• Access the Application Lifecycle Management Best Practices Whitepapers