Product Support

Facing a challenge with your SAP product? We want to help. 

  • If you still need help, and your issue is specific to the standard functionality of your SAP solution, contact SAP Product Support using the channel listed below which best suits your business impact.

Schedule an Expert

Best suited for Low or Medium priority issues:

  • Schedule a 30 minute live call
  • Connect with an SAP Support Engineer - who's an expert in the topic
  • Get your issue resolved, and an opportunity to deepen your knowledge

Learn more about Schedule an Expert

Expert Chat

Best suited for Medium or High priority issues:

  • Get your issues resolved during a live support session
  • For more complex issues, a follow-up will take place with an incident

Learn more about Expert Chat

Traditional Incident

Best suited for High or Very High priority issues:

Learn more about Reporting an Incident

Quick Tips:

Schedule an Expert

Schedule an Expert for new issues

Schedule an Expert* is best used for Low or Medium priority issues:

  • Live, one-on-one 30-minute call
  • Quicker resolution compared to an average Low/Medium incident created in the Launchpad
  • Opportunity to screen share for a better understanding of the issue

Scheduled appointments require a minimum of 48 hours notice to allow engineers to prepare for the session. 

See our User Guide and FAQ for more details about Schedule an Expert.

See SAP Knowledge Base Article 2482688 for detailed steps on how to get started.

Schedule an Expert for open incidents

Schedule an Expert* for open incidents is now available to our customers:

  • Available for 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 User Guide and FAQ to learn more on how to get started with booking sessions for your open incidents.

See the video below to learn more about Schedule an Expert for open incidents.

* Schedule an Expert is not yet available for all products, check to see if it is available for your product.

Important Topics

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:

  • 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

Schedule an Expert is only available for products listed in the document: 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, the session will be converted to a regular written incident.

A functionality allowing VAR-delivered support partners to use Schedule an Expert for their end customers' systems is currently not available.

More information is available in the Incident Management for VAR Partners document.

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 icon in the upper left corner
  3. Scroll down to the Miscellaneous section
  4. Click the "+" button, select a Group, and click Save to add the tile to your Launchpad home screen
  1. Open the incident in SAP ONE Support Launchpad, click Edit on the bottom-right of the incident page.
  2. The Schedule an Expert button appears on the bottom when the conditions below are met:
    • The incident is high priority.
    • A processor has been assigned to the incident and is available for scheduling.
    • The incident is within Product Support (note that Schedule an Expert is not offered within SAP Development Support)
  3. Click on the Schedule an Expert button and then click on Book a Session. 

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

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.
  • From the landing page of Schedule an Expert, click on the View Upcoming icon.

For more information please view the document:

How to join your Schedule an Expert Skype web conference

To provide your feedback on your Schedule an Expert session:

  • Close/confirm your Schedule an Expert incident
  • Fill out the quick survey to let us know how we did

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 on 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 link below:

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.

* Looking for an update about an existing incident? Contact the Customer Interaction Center.

Frequently Asked Questions

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.

A functionality allowing VAR-delivered support partners to use Expert Chat for their end customers' systems is currently not available.

More information is available in the Incident Management for VAR Partners document.

No, if the support engineer is unable to resolve your issue at the time, they 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 our SAP Note or Knowledge Base Articles (KBA).

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

See SAP Knowledge Base Article 2571224 for more details on how to follow up on an open incident.

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

Report an Incident

When facing a High or Very High priority issue, use the SAP ONE Support Launchpad to create an incident with SAP Support.

A well-documented incident better facilitates processing, and reduces back and forth interactions.

For all of your incidents, please provide: 

For all of your incidents, please provide:

  • Detailed description of your problem
  • When applicable, steps to reproduce
  • Results of your searches in our knowledge base
  • Relevant screen shots and logs
  • Results of your searches in our knowledge base
  • 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, simply:

    • access your SAP ONE Support Launchpad and start to report an incident
    • provide a concise and clear description of your issue. The more detailed information you provide, the more matching results you will get
    • review the list of 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

    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.

    Incident Solution Matching is embedded in the incident creation form accessible via the SAP ONE Support Launchpad.

    Including the following information in your problem description will significantly improve your search results.

    1. 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.
    2. Select a component to further refine the results.

    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.

    Incident solution matching is available for all SAP products.

    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.

    Currently incident solution matching only supports English.

    We are currently exploring incident solution matching for internal incidents in the future.

    Incident solution matching will be further improved and will get considerably better and faster with the extensive use of all SAP customers. More use cases based on artificial intelligence and machine learning technologies are planned for the future and will help further improve performance and customer experience.  

    Built-In Support

    SAP's built-in support moves support right into the application, simplifying and harmonizing the support experience.

    With SAP's built-in support:

    • access SAP support channels and find support for best practices without leaving the solution
    • get a personalized conversational experience with the natural language processing technology embedded into the tool
    • get an improved customer experience and faster resolution times from a contextually aware tool with simplified forms, automated categorization, and transfer of relevant data throughout the process
    • collaborate with experts and internal key-users in real-time sharing knowledge and screen-shots through SAP CoPilot digital assistant's chat functionality

    Note: SAP's built-in support requires SAP CoPilot as first entry point.

    Learn more on built-in support technology

     

    Built-in support functionality is currently available for SAP S/4 HANA Cloud and SAP Integrated Business Planning only.

    Interaction Management

    View, reschedule or cancel your upcoming Schedule an Expert sessions.

    Close (confirm) your incidents when the issue has been resolved, or if you no longer require help from SAP Product Support. 

    How to close a support incident