Best suited for Low to Medium priority issues:
Learn more about Ask an Expert Peer*
*currently accessible to customers and partners only
Schedule an Expert* is best for Low or Medium priority issues:
Scheduled appointments require a minimum of 48 hours notice to allow engineers to prepare for the session.
See SAP Knowledge Base Article 2482688 for how to get started.
Schedule an Expert* for open incidents:
Scheduled appointments require a minimum of 24 hours notice to allow engineers to prepare for the session.
* Schedule an Expert is available for all support levels and almost all solutions.
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:
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.
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 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:
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.
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.
Chat should only be used for technical/functional issues with an SAP product, as described in SAP Knowledge Base Article 83020 - "What is consulting - What is support?" and SAP Knowledge Base Article 2706322 - "What is Support – What is Consulting: Cloud Solutions".
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 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:
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.
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.
For all incidents, please:
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.
Incident Solution Matching
To find solutions to your issue:
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 Conversational AI as first entry point.
Built-In Support functionality is currently available for SAP S/4HANA Cloud and SAP Integrated Business Planning only.
SAP’s Built-In Support moves support right into the application, simplifying and accelerating the customer interaction with an embedded digital support assistant. It can be accessed with SAP Conversational AI as an integral part of the SAP Fiori 2.0 launchpad.
Built-In Support uses SAP’s machine learning capabilities and sophisticated intent-matching to analyze user requests through natural language processing. Combined with SAP Conversational AI’s context sensitive knowledge, the Built-In Support tool provides a personalized support experience and accelerates time to resolution.
Built-In Support knows the context the user is working in and provides proactive assistance. As a result, it delivers improved customer experience and faster resolution times through automated categorization, simplified forms and transfer of relevant data throughout the process.
Simply use SAP Conversational AI to access built-in support. More information can be found in the following blog post.
Please use the following link for an overview of all SAP’s Next-Generation Support offerings.
Yes, please feel free to use the following link to participate in our current customer survey.
No additional cost is involved, as Built-In Support can be accessed free of charge for the solutions currently supported.
Advanced search is one of the key functions that allow users to interact with digital ability to execute key word searches for the current product exclusively or now more broadly for product independent content. The top results are sourced from different information providers such as help.sap.com. The information that you need can be found quickly with the ability to filter the search results by four new document types; SAP Community questions, product documentation, SAP Enable Now and SAP knowledge Base Articles.
For more information please see the technical document here.
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.
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.
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.
Check the status of incidents that are in progress with SAP, or view the resolution of your closed (confirmed) Expert Chats, Schedule an Expert sessions, and written incidents.
View, reschedule or cancel your upcoming Schedule an Expert sessions.