Incidents

Facing an issue with your SAP software? Search for a solution in our knowledge base, if you are unable to find your answer please contact SAP Product Support using your channel of choice: Expert Chat, Report an Incident or Schedule an Expert.

View my incidents

Check the status of incidents that are in progress with SAP or view the resolution of your closed incidents.

Expert Chat

SAP now offers technical support with Expert Chat. To access Expert Chat, simply begin the process of submitting an incident. If Expert Chat is available for the component you have chosen, you will see the ‘Start Expert Chat’ button next to the Submit button in your incident form. The details you’ve entered will be passed through to the support expert.

SAP Knowledge Base Article 2213344 describes the process in detail with a video.

Chat may not be available for the component you have selected in the incident form. Alternatively, there may not be a support engineer available to chat at the time.

No, if the support engineer is unable to resolve your issue at the time, he or she will continue the incident submission process for you. The chat transcript will always be captured and recorded in your incident log, whether the issue is resolved immediately or not.

Yes, the chat transcript will be recorded in your incident log for your review.

When you open a new chat session, you will be connected with a trained SAP expert from our team. There are no robots or automated responders.

You are welcome to use the chat functionality to get assistance for any technical problems for which you were not able to find an answer in an SAP Note or Knowledge Base Article (KBA).

The best way to speed up processing or escalate an existing incident is to contact the Customer Interaction Center (CIC).

We do not limit the number of times you may contact support via chat. However, we recommend you start only one chat session per problem or question that you have.

Schedule an Expert

Schedule an Expert offers a new way to connect with an SAP Support engineer in a live, one-on-one 30-minute call. The scheduled appointments require a 3-day notice to allow engineers to prepare for the session. Tell us your question, and the product area that you want to discuss. We'll find an available expert to assist you, at a time of your choice.

SAP Knowledge Base Article 2482688 details everything you need to get started with Schedule an Expert.

IMPORTANT:  Schedule an Expert is not available for all products yet. This feature is being rolled out to products in multiple phases and is currently only available for the products in the list below. More products will be added in the near future.

View product areas that currently offer Schedule an Expert

Important Topics

Resources

Schedule an Expert is only available for products in the document on link on the right "View product areas that currently offer Schedule an Expert".  If you choose one of these product areas to schedule a session and then reference a different product area that is not in the list below, the session will be converted to a regular written incident.

In order to access Schedule an Expert, you must add the tile on the SAP ONE Support Launchpad:

  1. Go to the Launchpad
  2. Click on the Personalize button in the upper left corner
  3. Scroll down to the Miscellaneous section
  4. Click the "+" button to add the tile to your Launchpad homescreen

SAP SuccessFactors users will migrate from the Schedule an Expert link on the home page of the Support portal to the Schedule an Expert entry point on the SAP ONE Support Launchpad at a later date. Until that time, please continue to access Schedule an Expert as instructed in the user guide below.

Please also check the "View Product Areas that offer Schedule an Expert from the SAP ONE Support Launchpad" document below for the most up-to-date information on which SAP cloud products are supported by Schedule an Expert.

SAP SuccessFactors Preferred Care customers user guide

View product areas that offer Schedule an Expert from the SAP ONE Support Launchpad

KBA:  2321265 - How to access the Schedule an Expert feature - SAP SuccessFactors

Until the end of May, the Skype web conference information will not be provided in the email notification you receive after signing up for the session.

To receive the Skype web conference link, you can do one of the following:

  • Upon scheduling a session, you will receive an email notification with a link that allows you to join the session.
  • Click on the ‘View Upcoming’ icon. This is available from the landing page of Schedule an Expert. 

For more information please view the document:

How to join your Schedule an Expert Skype web conference

When booking a session, the default time zone displayed will come from your Launchpad user profile. It is important to look at this to confirm you are creating the session in the correct time zone. If you need to modify your time zone, while you are creating your Schedule an Expert session, you can click on the edit link next to "Current Timezone in User Profile" on the "4. Our Availability" page.

You can also change your default time zone by accessing the link below:

User Profile