Product Support

Facing a challenge with your SAP product?

  • If you still need help, and your issue is with 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
  • Get your issue resolved

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, follow-up is in an incident

Learn more about Expert Chat

Traditional Incident

Best suited for High or Very High priority issues:

Learn more about Reporting an Incident

Ask an Expert Peer

Best suited for Low to Medium priority issues:

  • Connect with a qualified and approved external expert privately to resolve your issue through chat in real-time
  • Technical, product-related questions
  • Issues/questions that could benefit from an industry-experienced perspective

Learn more about Ask an Expert Peer*

*currently accessible to customers and partners only

Quick Tips:

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

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.

As VAR-D support partners are mandated to provide 1st and 2nd line support, the use of Schedule an Expert channel has been made available, since May 2021, for existing incidents only.

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

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 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.

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

Frequently Asked Questions

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.

All experts are currently helping other customers. If you wish to wait for a chat expert, you will be placed in the chat queue for maximum 30 minutes.

Yes, the chat transcript and all attachments will be recorded in your incident log for your convenience.

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 and all the attachments will always be captured and recorded in your incident log, whether the issue is resolved immediately or not.

For questions about an existing incident's status or priority, our Customer Interaction Center is ready to assist you. Frequently asked questions can be found in SAP Knowledge Base Article 2570790.

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.

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.

If you are unable to use our chat tool, you might need to update your browser/network configuration, details can be found in SAP Knowledge Base Article 2392095.

Schedule a Manager

Schedule a Manager allows you to book a 15-minute call on your high priority incident with an SAP Product Support manager from the corresponding area, with a 2 hour lead time.

The Schedule a Manager button will appear in the SAP ONE Support Launchpad, when the following conditions are met:

  • The incident has been on priority high for at least 2 days after creation
  • A manager is available for scheduling via prompted calendar functionalities
  • The incident is within Product Support

Schedule a Manager is available for all SAP products.

Note that Schedule a Manager is not offered for incidents processed within SAP Development support.

For more information, visit SAP Community.

Report an Incident

The incident application guides you to solve a technical product issue in real time, or reach SAP experts with relevant information through an AI-enabled framework.

A well-documented incident better facilitates processing and saves time.

Learn more about the improved incident creation application and try SAP's new support assistant.

For all incidents, please:

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

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 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
  • 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

 

Built-In Support functionality is currently provided with limited availability. See the FAQ below for more information on availability.

Frequently Asked Questions

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.

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.

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.

If your SAP solution is already supported by Built-In Support, simply access it through the Fiori Launchpad menu options. More information can be found in the following blog post.

  • 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

Please use the following link for an overview of all SAP’s Next-Generation Support offerings.

No additional cost is involved, as Built-In Support can be accessed free of charge for the solutions currently supported.

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.

Benefit from intuitive, context-sensitive support delivered through the digital support experience with tools like Incident Solution Matching, trending SAP Knowledge Base Articles (KBA) or support assistant.

Note: more predictive and preventative support features and services will be added over time.

Frequently Asked Questions

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.

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.

  • 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.
  • 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.

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.

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