Name: Working with SAP Support, Tools and Resources in Post Go-Live Operations for SAP Commerce Cloud
Uploaded: 2026-5-21
Duration: 466 s

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<div><div><div><div><div>In the first part of this video, we will explore the support options available through SAP for Me, including how to create a case or service request and how to interact with support agents. In the second part, we will provide an overview of the tools available for logging and monitoring, such as Log Management, Dynatrace, and Website Availability Monitoring, and highlight useful resources and best practices.</div></div></div></div></div>

Working with SAP Support, Tools and Resources in Post Go-Live Operations for SAP Commerce Cloud

Welcome, my name is Ophelia. Hopefully, you found our previous two videos informational. In our previous video, we covered the SAP Cloud Notifications and the S-User Concept. In this video, we'll conclude with working with SAP support, some tools and resources, and finish with special events such as the SAP Commerce Cloud Holiday Readiness Program and Surge Events. These topics will be of interest to you, which will complement your cloud operations journey with SAP. Let's start with the topic of Working With SAP Commerce Cloud Support. SAP offers a one-stop shop for helpful links you can reference when you are working with SAP support teams and generating tickets. If you need to contact an expert directly for new medium- or high-priority issues, SAP offers the service of 'chat with an expert'. There is a Knowledge Base Article which offers more details on this service. In this article, you will see a list of contacts for the 24-7 Customer Interaction Center. If you have a speed-up or escalation request for an existing case or you need an update on existing incidents, please contact the SAP Customer Interaction Center. On weekends - Saturday and Sunday - and during bank holidays, this service is not available. Expert Chat communication is only available in English. SAP provides Machine Translation on the chat service. The Expert Chat transcript will be stored in a case, even if the reported issue was resolved during the first interaction with an expert. Here is a pictorial quick overview of creating a case or service request using the SAP for Me application. After you log in to the SAP for Me application with your S-User, click Services & Support on the right navigation section. Then click Get Support (Cases, Expert Chat...). Then, in the pop -up, click Report New Issue or you may choose from offered draft cases. On the following Best next action screen, we offer all available channels. And it's there that you can select Expert Chat, if available. You are also able to generate a service request ticket, which guides you through its creation. If you need an update on an existing case, please contact the Customer Interaction Center. Here are more details on how to initiate an Expert Chat, and some points on using this support channel, as it's best suited for higher- or medium-priority cases and provides real-time support with quicker resolutions. You can also schedule an Expert, if you want a dedicated 30-minute booking with a support engineer to go through your issue with you. This support is meant for medium to lower priority issues, so you have time to schedule your appointments 48 hours in advance. Finally, you can also schedule appointments with an expert for open cases that are low, medium, or high priority as well, but with Technical Support. These require 24-hour notice. There are two Knowledge Base Articles titled 'Starting an Expert Chat with SAP Support' and 'Schedule an Expert - Getting Started' that offer more details. The details presented here are similar to the support service offering as previously presented, but it allows you to schedule a manager, which is a shorter 15 -minute call, and your priority level is medium or high. For high-priority tickets, you can only use this service if your case has been open for two days, and for medium priority, your case would have to have been opened for 9 days. Here are resources to accelerate your incident when working with SAP support. Your first step should always be to accelerate the incident by calling the SAP Customer Interaction Center numbers, mentioned earlier - they are locally available in your region 24-7. You can escalate the incident by asking them to speed up the incident, explaining your business impact. The second step of escalating an incident involves escalating the incident again with the Customer Interaction Center if you have tried the first option and your situation is becoming more critical. The Customer Interaction Center team will request your cell number or work number, as well as your email to contact you. It is highly recommended that you provide the information you see in the bottom blue section. SAP Support is always working on improvements. Customers have the ability to offer feedback after their cases are resolved and closed. It is highly recommended that customers take the opportunity to offer their honest feedback, which will help in service improvements. Hello, my name is Julia, who is assisting Ophelia with this presentation. Hopefully you enjoyed our second video on Post Go-Live Operations Commerce Cloud in the Public Cloud. Let's talk about the support tools and resources available to you. So, for application monitoring and log management: You can access application logging data for each deployed environment and there is a Knowledge Base Article that offers more details on this feature. In a nutshell, Logs contain data written to log files by applications such as storefront or BackOffice. They include custom logging and logs for all infrastructure applications that serve these applications. Each environment or tenant has its own logging infrastructure. OpenSearch is the underlying logging management plugin, and you can access it from the Commerce Cloud Portal. In terms of application monitoring - Dynatrace is what is used to monitor the customer's site. There is a feature guide linked in this slide, but you can also access links to each Dynatrace page from the Commerce Cloud Portal application. Within this application, there is a link that will take you to Dynatrace for each environment. Finally, Commerce Cloud will display site availability on the first of each month with a report, following the date when the environment went live. This is available through the SAP for Me application. SAP is always working on offering Commerce Cloud operational best practices to their customers and their solution integrators. Here is a list of suggested cloud operation topics with great detail, which customers are encouraged to reference. Topics like: Managing Performance in an SAP Commerce Cloud Project, List of Online Resources, Performance Optimization Best Practices for SAP Commerce Cloud, and Using Dynatrace to Manage and Optimize the Performance of your SAP Commerce Cloud Solution. The final topics are some details on surge events and the yearly holiday season. You can find details here on how to prepare for high traffic for any specific sales events or for the holiday season. Please note when you expect an increase in traffic, you should notify SAP through a ticket at least 3 business days in advance to ensure performance and adequate resources are provisioned. Please see the other steps listed, which detail how to prepare for high traffic, and recommended performance testing practices. For holiday season preparation - you may anticipate traffic spikes, so we ask you to enroll in our Holiday Season Readiness Program to share traffic forecasts so we can help you optimize. You can also see more details for stress tests and load tests, as well as resources on troubleshooting and managing performance. Please note that a copy of this presentation can be obtained upon request so that you can easily make reference to all the information presented to you within these videos. This one file offers you hyperlinks that will give you more details. Thank you for your time, and please do not hesitate to contact your SAP account leads if you have any questions. Your Commerce Cloud Journey is well serviced by SAP and the information you have seen in these videos is your guide. Thank you for tuning in.