Frequently Asked Questions

See our FAQ for common questions about SAP Enterprise Support Academy and the available delivery formats.

General

SAP developed this methodology to engage proactively and efficiently with our customers. It improves operations and simplifies innovation adoption by accessing SAP experts and/or SAP's intellectual property. The objective of this methodology is to understand the customer situation holistically, and jointly define an action plan and its benefits.

This methodology provides full transparency on working items, status, and success, based on SAP Solution Manager, and access to SAP's intellectual property and best practices on support, at any time, as a self-service.

Customers can work in their own system environments and SAP landscapes, so they are trained at the same time as they improve their situation. The methodology combines training on the job and expertise on demand, to accelerate continuous improvement and innovation activities, and provides access to a wide range of expert knowledge, including individual dialog with SAP experts.

Definition:

SAP Enterprise Support Academy is the program for SAP customers to build up the knowledge and skills needed to maximize the benefit of SAP Enterprise Support services. Customers use it to empower their staff with the know-how required to drive innovation, improve performance, and reduce costs.

Benefits:

  • Higher skill levels for your workforce, to ensure smooth operation of your IT systems
  • Faster time to value for upgrades and implementations due to higher skill levels and improved project performance
  • Available at no additional cost to SAP Enterprise Support & SAP Product Support for Large Enterprises (PSLE) customers; reducing training expenditure, with access to engineering competence and high-quality content from the vendor

An SAP Enterprise Support maintenance contract comprises five service days per year.

  • for expert guided implementation (EGI): SAP Enterprise Support customers can register an n-day EGI session by subscribing one service day.
  • for accelerated innovation enablement (AIE): Decide between live expert session in mode 1:1 (one expert/one customer) or 1:n (one service engineer/multiple customers, for peer discussion) and use 0.25 service days per service subscription.
  • for meet the expert (MTE): SAP Enterprise Support customers can register for meet-the-expert sessions without limitation.

Note for SAP Product Support for Large Enterprises (PSLE) customers:

The offerings of the SAP Enterprise Support Academy can also be used by SAP PSLE customers within the general scope of services provided to them. For SAP PSLE customers, the use of some offerings, such as expert guided implementation (EGI), is limited to 5  EGI days per year in the SAP PSLE contract, other offerings, such as meet the expert, can be used without restriction. For additional information, please reach out to your SAP PSLE contact.

Yes, mobile apps are available and can be downloaded:

  • for Apple iTune
  • for Android Playstore

If the link to access the learning studio does not work, please send an email to the SAP Enterprise Support Academy team describing your problem.

Please go to the learning studio and request the AIE training you are looking for.

Guided Self-Services (GSS)

Self-services, embedded in the SAP Solution Manager application management solution, to analyze and optimize your system landscape (for example business process analysis and security optimization). You can use them on your own at any time, and as often as you want.

Guided self-services are part of the SAP Enterprise Support contract. You can use them as often as you want.

Guided self-services do not usually generate high system load. The additional load differs between SAP Solution Manager and the managed system.

  • SAP Solution Manager: There will be some additional load for a short time when you start the guided self-service procedure, and at the beginning of the analysis step when the system builds the service session. The load is comparable to the load caused by any other remote service delivery.
  • Managed system: There will be some additional load when you start to collect system data, so start data collection when the system load is low, for example during the night.

You need basic technical knowledge of SAP Solution Manager operations and of your own SAP solution landscape. If there are special prerequisites, they will be listed in the abstract.

You can find a description and some tips about which guided self-service could be appropriate for your system analysis, in SAP note 1609155.

Yes, there is an expert-guided implementation (EGI) training available for each guided self-service. During the EGI you are trained on your own system, so participation is an optimal preparation for the execution of guided self-services. You can register for an EGI in the SAP Enterprise Support Academy, or directly via the following link.

It is useful to perform guided self-services before and after projects go live. Further guidelines are to be found in SAP note 1609155.

Using SAP Solution Manager 7.1: Guided self-services can be executed very easily via the SAP Engagement and Service Delivery work center in your SAP Solution Manager. Choose Services in the navigation area, and you can execute all available guided self-services.

Using SAP Solution Manager 7.2: Choose application Active Sessions and then choose Create.

Using SAP Solution Manager 7.2 SPS 5: Choose application My Sessions AP and then choose Create.

All roles, which are needed to perform a guided self-service are described in SAP Note 872800.

Meet the Expert

General

Live webinars focusing on SAP Enterprise Support services, SAP Solution Manager, and the support aspects of the latest SAP technologies. Recorded sessions are available in the replay library, for self-paced consumption.

The target audience is described in the abstract of each session.

SAP Enterprise Support customers and SAP Product Support for Large Enterprises (PSLE) customers can register for meet-the-expert sessions without limitation.

Prerequisites of the meet-the-expert sessions are on the SAP Enterprise Support Academy page at Quick Links -> Program Entitlement, or go directly to the meet-the-experts prerequisites.

The schedule of live meet-the-expert sessions is in the SAP Enterprise Support Academy page in the SAP Support Portal. Choose Delivery Formats -> Meet the Expert -> register MTEs Now! Alternatively, you can access the meet-the-expert registration page directly.

Most of the live meet-the-expert sessions are scheduled for different time zones. If the date and time are inconvenient for you, you can also watch the recording in the replay library of the SAP Enterprise Support Academy learning studio.

They are provided in different languages. You can see the speaker's language on the meet-the-expert session schedule page under Booking summary -> Language. The information material for many of the sessions will be in English.

All recordings are available in the replay library, where you can see the session language of each recording.

When you check the training offerings in the learning studio, you can set the language filter and search for offerings in a desired language.

SAP Enterprise Support customers and SAP Product Support for Large Enterprises customers can register for meet-the-expert sessions without limitation.

Write an e-mail to SAP Enterprise Support Academy. They will answer your request and advise you where to get more information.

During the live meet-the-expert and expert-guided implementation sessions, you can address your questions to the expert directly. If you have questions related to a recorded session, send an email to the SAP Enterprise Support Academy, and we will respond.

Communication Assets

For each session, an abstract is available at the following locations:

• on the registration page for the session, in the learning studio

• in the replay library

All live expert sessions will be recorded and made available in the replay library.

Registration

You can register directly in the SAP Enterprise Support Academy learning studio, on the registration page for the session. 

Close the browser and access the SAP Enterprise Support learning studio again. If you can still not register, contact your SAP Enterprise Support advisor or SAP Enterprise Support Academy team. You need an S-user to register.

You will receive an e-mail with your login data the day before the session. If not, contact SAP VC Studio.

Meet-the-expert sessions are free of charge, so there is no reduction of your service days. Everybody with an S-user can register for the session.

All live expert sessions are recorded and made available in the replay library in the learning studio. Registration is not required for accessing a recorded session.

All participants should register and log on with their own S-user, for performance reasons.

No. All recorded sessions are available without registration, in the meet-the-experts replay library in the learning studio. 

Expert-guided Implementation (EGI)

General

Workshop-style, multi-day, remote sessions with experienced SAP service engineers, to implement customizing settings and execute complex activities in your own system landscape (for example, commissioning the service desk or setting up test management in SAP Solution Manager). Expert-guided implementations are also available, to prepare and customize guided self-services.

Expert-guided implementation sessions contain three steps:

  • Empowering: SAP experts explain the step-by-step configuration process and transfer technical knowledge to your IT professionals; multi-day virtual classroom training via Web session; 1-2 hours each day.
  • Execution: Participants execute the demonstrated steps in their own project, in their own SAP environment, 2-3 hours each day.
  • Expertise on Demand: Participants have direct access to an SAP expert who, if necessary, supports them remotely during the execution.

The target audience is listed in the abstract of the session.

The prerequisites are in the session schedule.

To see the schedule of expert-guided implementation sessions, click Expert Guided Implementation Calendar.

Expert-guided implementation sessions are available for different time zones. In the learning studio, you can choose between four different regions ‒ EMEA, North America, Latin America, and APJ.

Each expert-guided implementation session includes a language indication, e.g. EN for English. The language abbreviation is explained in the mouse-over function on the topic.

SAP Enterprise Support customers can register an n-day expert-guided implementation session by subscribing one (1) service day. 
Note for SAP Product Support for Large Enterprises (PSLE) customers: The offerings of the SAP Enterprise Support Academy can also be used by SAP PSLE customers within the general scope of their contract. The use of some offerings, such as expert-guided implementation (EGI) is limited to 5 EGI days per SAP PSLE contract per year, other offerings, such as meet the expert, can be used without restrictions. For additional information, please reach out to your SAP PSLE contact.

The expert-guided implementation sessions are interactive training, so they are not recorded.

Expert-guided implementation balances training, practical experience, and expertise on demand. It enables the customer to perform complex activities with the help of SAP experts. Guided self-services enable customers to deliver their own self-services within their SAP Solution Manager in the future.

Communication Assets

For each expert-guided implementation session, a short abstract is available in the expert-guided implementation schedule, under the schedule of the expert-guided implementation topic.

Presentation material is made available each session day, as part of the expert-guided implementation.

Registration

You can register directly in the expert-guided implementation schedule, by accessing the SAP Enterprise Support Academy in the SAP Support Portal, clicking the Register Now button, and selecting ...for Expert-guided implementation. You can also access the registration page directly.

Close the browser and access the SAP Enterprise Support Academy page again. If you can still not register, contact your Support Advisor or the SAP Enterprise Support Academy team. You need an S-user to register.

You will receive an e-mail with your login data two days before the expert-guided implementation session takes place. Login e-mails are not sent daily. If you did not receive an e-mail two days before the session, please contact SAP VC Studio.

QuickIQ

Short and concise video tutorials on how to make or change system settings for topics such as customizing or integration.

SAP Enterprise Support customers and customers with an SAP premium support engagement have unlimited access to QuickIQs in SAP Enterprise Support Academy.

You can use the following browsers and operating systems (OS):

  • Microsoft Internet Explorer 11.0; OS: Microsoft Windows 7, 8, and 10
  • Microsoft Edge 25; OS: Microsoft Windows 10
  • Mozilla Firefox 36.0 – 43.0; OS: Microsoft Windows 7, 8, and 10 or Mac OS X 10.5x
  • Apple Safari 4.0 - 5.1; OS: Microsoft Windows 7, 8, and 10 or Mac OS X 10.5x
  • Google Chrome 40; OS: Microsoft Windows 7, 8, and 10

Content playback will also run in the system built-in browsers of the following mobile device platforms:

  • Apple iOS 7, 8; Browser: Safari Mobile
  • Google Android 4.1.2; Browser: Stock Browser (AOSP) (with deactivated Desktop View)
  • Windows Mobile 8; Browser: Microsoft Internet Explorer 11

Since QuickIQs are with audio, un-mute your speaker or headset.

SAP Enterprise Support Value Maps

They group existing service packages and provide guidance for selecting the right offering at the right time for your individual situation. Using the SAP Jam social software platform, you can communicate and collaborate with experts and peers. The value maps provide the information needed to make educated decisions about further investment (time, resources, and skills) necessary. They highlight the potential output of the execution plan (efficiency, risk reduction, effectiveness).

Eligible customers with an SAP Enterprise Support contract.

Go to the SAP Enterprise Support Academy page in the SAP Support Portal. Choose Value Maps -> Navigation Tutorial.

Change the internet options: Go to internet explorer -> tools -> Internet options -> Privacy -> Turn off pop-up blocker.

Either the Support Advisory (see SAP Note 560499), or register yourself in the SAP Jam group for the relevant SAP Enterprise Support value map, and ask the group moderator for help.

Deployment Best Practices for SAP HANA

This format bundles an extensive set of articles and guidelines for implementing and operating the SAP HANA platform, and applications that run on the platform. It can be integrated directly into your local SAP Solution Manager application management solution. In addition to its online options, this is the first off-line package offered by SAP Enterprise Support Academy.

SAP Enterprise Support customers and customers with an SAP premium support engagement have unlimited access to Deployment Best Practice for SAP HANA in SAP Enterprise Support Academy.