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With our Built-In Support offering, the major pillars of support activity are integrated into the product and available to the user at their point of need. Users no longer need to open a separate solution or collaboration portal to request assistance. Instead, accessing support is as simple as clicking on a contextually aware digital assistant within the application they are using to get the right information, manage your incidents, or quickly collaborate with an SAP expert in real-time, sharing knowledge. Read more!
Note: SAP's Built-In Support is currently available for SAP S/4HANA Cloud.
SAP's support is evolving the digital support strategy by providing first support features in SAP for Me customer portal. Visit SAP for Me to explore the transparent system overview and integrated cloud availability and the System & Provisioning dashboard (S-user required). You will see a generic overview of all systems including the cloud system availability and the number of open incidents for the system.
‘My Calendar' provides information on your important event dates like planned cloud service maintenance as well as license key expiry, and offers access to join a Schedule an Expert or Schedule a Manager session.
More features, which customers currently access via SAP ONE Support Launchpad, will be added over time. Find out more by reading this blog post or visiting SAP Community.
Visit the improved My Products application to save your supported cloud products and on-premise product versions to your SAP ONE Support Launchpad profile. Your product favorites are then shared with other Launchpad applications like the knowledge base search, expert search and software download center to better personalize your experience.
New to SAP? Looking to enhance your Support Experience? Want to learn more about Next Generation Support Tools? Incident Management becoming an issue?
CIC has got you covered. We have created enablement sessions that help you get the most from your support and optimize your experience with SAP.
Our sessions (approx. 30 minutes) are open to all SAP Customers & Partners. They are delivered across different time zones in the following languages: Chinese, English, French, German, Japanese, Spanish and Portuguese. All are followed by a live Q&A with a CIC Expert.
Find all the information you need including registration links, webcast topics and replays available here.
To benefit from simplified logon with SAP Universal ID, the new URL userapps.support.sap.com replaced apps.support.sap.com from May 8, 2021.
While visitors accessing apps.support.sap.com after this date will be automatically redirected, we recommend that you adjust your browser favorites accordingly.
This change will apply to Product Availability Matrix (PAM), SAP Maintenance Planner, SAP BusinessOne Support Portal, Online Scoping, Software Logistics Process Repository, Upgrade Dependency Analyzer and other tools. However, technical system-to-system scenarios connecting to apps.support.sap.com are not affected, and neither are applications that are integrated into the SAP ONE Support Launchpad.
SAP customers can refresh their accreditation or enroll for the modules of 2021 Product Support Accreditation, a learning and enablement program, at no additional cost - easy to consume at any time.
Join our Product Support Accreditation program and become part of our community. The Product Support Accreditation program is available to all SAP customers at no additional cost. Access the program with your s-user and enjoy easy to consume self-enablement to speed up your time to answers and increase efficiency and productivity during your support interactions.
You are already a member and have completed your 2020 accreditation? Then you can easily renew your certificate and get your 2021 accreditation batch after completing the newest modules and learnings. Also, read more on SAP News Center.
SAP's Product Support implements customer tailored real-time interventions to predict and prevent business impacting events and incidents.
From on-demand support to self-service tools, SAP users already benefit from an intuitive, context sensitive digital support. Examples include AI-enabled Incident Solution Matching and support assistant, to help resolve issues without logging an incident. Also, real-time channels and support communities like SAP Community and Ask an Expert Peer help to engage with SAP or external experts to solve issues faster.
SAP strives to provide preventative support by implementing customer tailored interventions such as Cloud Health to help avoid business impacting incidents. By analyzing performance and error data for every user action, SAP Cloud Health redefines traditional monitoring and enables preventative action. Preventative and predictive features will increase over time. Click here for more information.
To help remove language barriers, SAP is launching new automatic machine translation features in the SAP ONE Support Launchpad. At the click of a button, customers have now the option to turn on automatic translations for their Expert Chat sessions or for their communications within their incidents.
Outlined here are the communication channels, Next-Generation Support tools and support resources available to you whenever you need our assistance.
Mohammed Ajouz, Global Head of Product Support at SAP, personally welcomes you in this short video.
Learn more on how to make the best out of interactions with Product Support via Product Support Accreditation, an easy to consume and easy to access enablement program at your own pace.
The SAP SuccessFactors Community is a private community where members find resources, ask questions, share knowledge and get answers from customers and experts.