Engage Mission Critical Support

If you are unable to resolve a case with the help of the collaboration channels and the knowledge database, you can create a case(opens in new tab) through SAP Solution Manager or SAP for Me(opens in new tab).

Service-Level Agreements

SAP Enterprise Support provides you with explicit service-level agreements for highly critical cases, such as those assigned a priority of “very high” or “high.” The service-level agreement commits SAP to a timely initial reaction, and delivery of a resolution within a fixed period of time.

  • For “very high” customer cases, SAP will respond within one hour and will provide a fix, work-around, or action plan within four hours after the initial response.
  • For “high” customer cases, SAP provides an initial response within four hours.

Please refer to SAP Note 67739(opens in new tab) for further classification information concerning customer cases. For cloud offerings, more details can be found here.