- Overview
- Schedule an Expert
- Expert Chat
- Schedule a Manager
- Report an Incident
- Incident Solution Matching
- Built-In Support
- Predictive and Preventative Support
- Interaction Management
Quick Tips:
- These channels should only be used for technical/functional issues with an SAP product, as described in SAP Knowledge Base Article 83020 - "What is consulting - What is support?" and SAP Knowledge Base Article 2706322 - "What is Support – What is Consulting: Cloud Solutions".
- For other inquiries, use the SAP Community Questions & Answers, or access other resources of the SAP ecosystem.
- To help you choose the most appropriate channel SAP Knowledge Base Article 67739 - "Priority of problem incidents" provides a detailed explanation of each priority level.
Schedule an Expert
Schedule an Expert for new issues
Schedule an Expert* is best for Low or Medium priority issues:
- Live, one-on-one 30-minute call
- Quicker resolution compared to an average Low/Medium incident
- Opportunity to screen share for a better understanding
Scheduled appointments require a minimum of 48 hours notice to allow engineers to prepare for the session.
See our FAQ for more details.
See SAP Knowledge Base Article 2482688 for how to get started.
Schedule an Expert for open incidents
Schedule an Expert* for open incidents:
- Available for low, medium or high priority incidents within Product Support only
- Live, one-on-one 30 minute call with the SAP incident processor
- Less ping pong and more efficient incident processing
Scheduled appointments require a minimum of 24 hours notice to allow engineers to prepare for the session.
See our FAQ to learn more on how to get started.
* Schedule an Expert is available for all support levels and almost all solutions.
Important Topics
How to prepare for a session
A well-documented incident better facilitates its processing and reduces back and forth interactions. To help in the preparation of the session, make sure to provide:
- a detailed description of your problem.
- the functional area you'd like to cover.
- results of your search in our knowledge base.
- relevant screen shots and logs.
When applicable, make sure your remote connection is opened and system information is up-to-date
Confirm your time zone when creating a session
It is important to confirm that you are creating your Schedule an Expert session in the correct time zone.
When booking a session, the default time zone displayed will come from your Launchpad user profile.
If you need to modify your time zone while you are creating your Schedule an Expert session, you can click the Edit link next to Current Time zone in User Profile on the "4. Our Availability" page.
You can also change your default time zone by accessing the following link:
User Profile
It is important to confirm that you are creating the session in the correct time zone.
Start an Expert Chat
Expert Chat support channel is best suited for new* Medium or High priority issues.
Expert Chat provides:
- Real-time support from an SAP Product Support Expert
- Ability to screen share
- Quicker resolution as compared to an incident created in the Launchpad
See SAP Knowledge Base Article 2213344 for detailed steps on how to get started.
Frequently Asked Questions
Why is Expert Chat greyed out?
Chat may not be available for the component or product function you have selected in the incident form.
As a reminder, Expert Chat is available Monday to Friday.
Schedule a Manager
Schedule a Manager allows you to book a 15-minute call with an SAP Product Support manager on your medium or high priority support case with a 2 hour lead time under the following conditions:
High priority case:
- Your case has been opened at least 2 days ago
- Schedule a Manager for high priority cases is available for all SAP products
Medium priority case:
- Your case has been opened at least 9 days ago
- Schedule a Manager for medium priority cases is available for all SAP products excluding SuccessFactors and HCM products
You can view the availability and book the session via the SAP ONE Support Launchpad while accessing your case details.
Note that Schedule a Manager is not offered for incidents processed within SAP Development support.
For more information, visit SAP Community.
Incident Solution Matching
Incident Solution Matching is a service based on Artificial Intelligence (AI) and machine learning technologies that helps you get relevant answers to technical questions faster.
Learn more on AI-driven support and how it will change your support experience.
Incident Solution Matching
- uses a collection of interaction data to automatically train and improve the models
- helps to accelerate time to resolution
- runs on SAP's infrastructure
- accelerates the process of finding relevant solutions by learning from past problems
To find solutions to your issue:
- access your SAP ONE Support Launchpad to report an incident
- provide a concise, detailed and clear description of the issue.
- review recommended solutions (SAP Notes and SAP Knowledge Base Articles) ranked in order of relevance
- Select a component from Component field and “Incident Solution Matching” will refine the results even more
Learn more on AI-enabled incident wizard in SAP ONE Support Launchpad
The more you use the service, the more relevant the recommendations become.
Frequently Asked Questions
What is SAP’s Incident Solution Matching service?
Incident Solution Matching is a new service from SAP based on artificial intelligence (AI) technology which helps SAP customers get answers to technical questions faster.
The service proposes solutions ranked in order of relevance within the incident creation form, so you can find relevant SAP Notes and SAP Knowledge Base Articles (KBAs) quickly without searching manually. Incident Solution Matching uses AI and machine learning for improved results by learning from past incidents. The more you use the service, the more relevant the recommendations become.
How do I get the best results from Incident Solution Matching?
Including the following information in your problem description will significantly improve your search results.
- Describe your issue in Subject and Description as concisely as possible, “Incident Solution Matching” automatically recommends solutions from SAP Notes and SAP Knowledge Base Articles in the left panel and the results are ranked in order of relevance.
- Select a component to further refine the results.
How do I know I am using SAP’s Incident Solution Matching service?
Incident Solution Matching is the result of a highly sophisticated technology. On the first view, you will still use the same search environment or incident creation form. However, performance and quality of answers are improved considerably by this new technology and you should get answers much faster with a much higher relevance to your questions.
Why does Incident Solution Matching improve my search results?
Because the Incident Solution Matching automatically identifies and ranks solutions according to their semantic relevance based on incident data. The more detailed and concise information you provide, the more matching results you will get.
The Incident Solution Matching uses artificial intelligence (AI) and machine learning for improved results by learning from past incidents, so the more you use it, the more relevant it becomes.
Built-In Support
SAP's Built-In Support moves support right into the application, simplifying and accelerating customer interaction with an embedded digital support assistant, integrated into SAP Fiori launchpad.
SAP's Built-In Support provides:
- effortless access to support content, tools, and channels of SAP's Product Support right at your fingertips
- context-aware guidance that automatically proposes solutions for you - so you save time and effort
- a personalized conversational experience that uses natural language processing, AI and machine learning technologies to provide relevant,personalized answers and recommendations as well as direct access to support experts
- direct access to incident management to easily create, update, attach additional documentation, and close your incidents
- collaboration with experts in real-time sharing knowledge and screen-shots through SAP Expert Chat functionality
Frequently Asked Questions
What is Built-In Support?
SAP’s Built-In Support moves support right into the application, simplifying and accelerating the customer interaction with an embedded digital support assistant, integrated into SAP Fiori launchpad.
How does it work?
Natural language processing technology, combined with AI and machine learning technologies, allows Built-In Support to interpret the problem at hand quickly and efficiently, providing best-fit guidance tailored to the user's situation, creating a personalized experience.
How does it improve my customer support experience?
Built-In Support moves support right into your application, providing a seamlessly integrated platform that gives you a consistent support experience. It offers direct access to support content, tools, and channels of SAP's Product Support right at your fingertips - with no implementation efforts required.
What are the key benefits of Built-In Support?
- easy to access via SAP Fiori Launchpad menu options
- provides help and access to support without the need to leave the application
- provides a personalized support experience and accelerates time to resolution
- provides robust incident management including creation, review, correspondence with SAP's Product Support and closing incidents
- collaborate with an SAP expert in real-time, sharing knowledge and information to address your questions with SAP Expert Chat
Predictive and Preventative Support
SAP's predictive and preventative support features
and functionalities help resolve problems before they even occur.
Explore the specific customer tailored real-time interventions to predict and prevent business impacting events and incidents such as cloud health.
Frequently Asked Questions
What is predictive & preventative support?
Predictive support provides customers with tailored information on how to address issues which maybe unknown or manifest themselves, attempting to eliminate the cause or mitigate contributory factors.
Preventative support features and functionalities, such as cloud health, help SAP’s support reach out to the customer with tailored and focused information to prevent issues, their impact and any associated effort.
How can I access predictive & preventative support features or services?
Trending content is accessible through the SAP ONE Support Launchpad and Product Pages through “Products” in the header navigation of the SAP Support Portal.
Cloud health is a key element in how SAP will transform major incident management across the cloud landscape. For SAP Ariba customers, cloud health is fully integrated into the existing support model providing benefit 24x7.
What are the key benefits?
- Tailored trending data exposed at the customers point of need (currently Product Pages & SAP ONE Support Launchpad).
- By analyzing performance and error data for every user action, cloud health redefines traditional monitoring and enables preventative action derived directly from the unspoken voice of customers.
- On-demand subscriptions provide you with the latest updates on relevant critical cloud outages in the SAP ONE Support Launchpad.
Which features or services are already available?
- Trending content is currently available in the SAP ONE Support Launchpad (Incident Wizard) and Product Pages (currently for SAP HANA but expanding across all products over time).
- For SAP Ariba customers, cloud health is fully integrated into the existing support model providing benefit 24x7.
- On-demand subscriptions for relevant critical cloud outages in the SAP ONE Support Launchpad.
Is there any additional cost involved?
No additional cost is involved, as predictive and preventative support can be accessed by SAP customers via S-user or universal ID free of charge for the solutions currently supported.