Best suited for Low or Medium priority issues:
Learn more about Schedule an Expert
Best suited for Medium or High priority issues:
Learn more about Expert Chat
Best suited for High or Very High priority issues:
Learn more about Reporting an Incident
Quick Tips:
Schedule an Expert* is best used for Low or Medium priority issues:
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 is now available to our customers:
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.
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:
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:
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:
For more information please view the document:
To provide your feedback on your Schedule an Expert 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 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:
Expert Chat support channel is best suited for new* Medium or High priority issues.
Expert Chat provides:
See SAP Knowledge Base Article 2213344 for detailed steps on how to get started.
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.
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:
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
To find solutions to your issue, simply:
Learn more on AI-enabled incident wizard in SAP ONE Support Launchpad
The more you use the service, the more relevant the recommendations become.
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.
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.
SAP's built-in support moves support right into the application, simplifying and harmonizing the support experience.
With SAP's built-in support:
Note: SAP's built-in support requires SAP CoPilot as first entry point.
Built-in support functionality is currently available for SAP S/4 HANA Cloud and SAP Integrated Business Planning only.
Check the status of incidents that are in progress with SAP, or view the resolution of your closed (confirmed) Expert Chats and written incidents.
Incidents that were created from Schedule an Expert sessions can also be found here.
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.
