Supporting the Solution

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

After completing this lesson, you will be able to:

  • Understand the scope of SAP Enterprise Support, cloud editions
  • Use SAP for Me to manage support cases

SAP Enterprise Support, cloud editions

SAP Enterprise Support

Regardless of the way in which your landscape is deployed, the SAP Enterprise Support offering gives you the proactive support you need to succeed. By addressing the complex business challenges of today with clear engagement plans including jointly established goals, we help you secure existing investments, optimize operations, and take advantage of the latest SAP innovations. More than helping you solve problems, we act like a business partner that proactively works with you to help you realize your business goals.

SAP Enterprise Support is the standard support offering included in your cloud agreement. All S/4HANA Cloud customers automatically have access to the base SAP Enterprise Support package. In addition to SAP Enterprise Support, SAP also offers SAP Preferred Success and SAP Preferred Care. These packages provide a personalized engagement that helps you deepen your product knowledge, optimize your processes, and accelerate issue resolution by working with designated SAP contacts.

Note
Explore product support capabilities such as scheduling an expert, expert chat, solution matching, built-in support, predictive and preventative support, and interaction management.

SAP Enterprise Support Academy: Learning Resources for SAP Enterprise Support and SAP Preferred Success

A certain number of user seats for the SAP Learning Hub, edition for SAP Enterprise Support are included in a customer's SAP Enterprise Support agreement for cloud services. You can easily register for SAP Learning Hub through your SAP Learning Hub, edition for SAP Enterprise Support subscription to access the SAP Enterprise Support Value Maps Learning Room and dedicated training content created by the Enterprise Support team targeted to customer administrators.

The Enterprise Support team focuses on:

  • Helping to ensure customer key users, IT, and business experts gain the skills and knowledge they need about system operations, solution supportability, and the SAP support infrastructure.
  • Providing opportunities to build and reinforce knowledge and skills
  • Maximizing the value of customers' SAP solutions

Additional Resources

SAP Enterprise Support Value Maps Learning Room

The SAP Enterprise Support Value Maps Learning Room is targeted to customers supporting and administering their SAP solutions.

Value maps provide you with:

  • Direct access to SAP experts through Meet the Expert (MTE) sessions
  • Interactive social collaboration forums
  • 24x7 learning content with interactive formats
  • Prescriptive guidance to learn how to implement, and use your solution

Access the SAP S/4HANA Cloud Enterprise Support Value Map in SAP Learning Hub (must have a valid subscription)

  1. Log into the SAP Learning Hub.
  2. Join the SAP Enterprise Support Value Maps Learning Room.
  3. Choose the Explore Value Maps header tab.
  4. Choose the SAP S/4HANA Cloud Value Map.
  5. Explore the Learning Journey content & get started!

SAP Enterprise Support Advisory Council (ESAC)

Customers can become early adopters of the latest support innovations and directly influence SAP's offering in a meaningful way with the SAP Enterprise Support Advisory Council (ESAC). The SAP S/4HANA Cloud focus topic is designed to help customers use discovery services to learn about the benefits of switching to SAP S/4HANA Cloud. Customers can also get advice for every phase of their journey to SAP S/4HANA Cloud, including discovery, design, realization, and go-live.

SAP Cloud Availability Center (CAC)

The Cloud Availability Center (CAC) provides a personalized dashboard with relevant information about your cloud product availability and maintenance. CAC helps provide a constant information flow on the current and historic availability of your SAP cloud services, provides timely updates during unplanned service downtime situations, and supports you in better planning your daily business activities with an overview of upcoming maintenance events.

SAP Cloud System Notification Subscriptions (CSNS)

The Cloud System Notification Subscriptions (CSNS) application makes it easy to add, customize, and manage subscriptions to Cloud Availability Center notifications. Using this tool, SAP Cloud customers can remain constantly informed and receive timely updates regarding their SAP Cloud Services, such as planned and unplanned downtimes and customer communication.

SAP for Me

Transition to SAP for Me

SAP 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:

  • 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
All support features from the SAP ONE Support Launchpad will be transitioned to SAP for Me. The SAP ONE Support Launchpad is planned to be deprecated in Q1/2023.
Note
Learn about managing your SAP for Me access in the SAP Help Portal

Transition Timeline

To ensure a smooth transition, SAP ONE Support Launchpad and SAP for Me are currently running in parallel. In Q1/2022, a promotional banner was published in the SAP ONE Support Launchpad. Between Q3 and 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 plan to 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.

Terminology Change: Incidents are now Cases

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.

Cross Capabilities for All Users

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

Customer Dashboards

Customer Dashboards help SAP customers manage their SAP product portfolio, license consumption, orders and billing, systems provisioning, and more. These dashboards include:

  • Portfolio & Products
    • 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.
  • Services & Support
    • Review and submit maintenance and support cases across your company and find out information like planned upcoming maintenance events for your products.
  • 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.
  • 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.

Partner Dashboards

Partner Dashboards help partners with sales and marketing, deals, and pipelines. There are four dashboards:

  • 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.
  • Sales & Marketing
    • View your business plan, monitor your plan vs. actual revenue performance, view and manage end-to-end deal execution, and access sales apps.
  • Customer Success
    • 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.
  • 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.

Review these guides for targeted information based on your role:

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