Request for existing cases, user IDs, Portal navigation support and more
Access a variety of support channels to help you resolve your issue in the easiest way possible.
All the support channels are integrated into the application, using artificial intelligence (AI) algorithms to suggest the best channel to resolve your issue.
Note: Service requests are intended for routine tasks in your cloud products, that are unrelated to unexpected service delays or disruptions.
SAP Enterprise Support Day 2024 took place on November 13 and 14. A virtual event designed to provide insights and strategies to elevate your business transformation through SAP's comprehensive digital support experience.
Access all the materials and watch the replays.
SAP Enterprise Support Day 2024 - SAP Community blog
The Get Support (Case, Expert Chat...) application guides you to solve a technical product issue in real time, or reach SAP experts with relevant information through an AI-enabled framework.
Learn more about the Get Support application.
For all cases:
Expert Chat live 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.
* Expert Chat is not available for SAP Ariba customers via SAP for Me.
** Looking for an update about an existing case? Contact the Customer Interaction Center.
Yes, the chat transcript and all attachments will be recorded in your case log for your convenience.
No, if the support engineer is unable to resolve your issue at the time, they will continue the case submission process for you. The chat transcript and all the attachments will always be captured and recorded in your case 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".
For other inquiries, use the "Asking and Answering Questions" section on SAP Community, or access other resources of the SAP ecosystem.
For questions about an existing case'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.
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 Case 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 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 our FAQ for more details.
See SAP Knowledge Base Article 2482688 for how to get started.
Schedule an Expert* for open cases:
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.
It is not available for SAP Ariba customers via SAP for Me
A well-documented case 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 case.
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 cases only.
More information is available in the Case Management for VAR Partners document.
Schedule a Manager allows you to book a 15-minute call with a support manager on your medium or high priority support case with a two hour lead time under the following conditions:
High priority case:
Medium priority case, excluding SuccessFactors and HCM products:
Note: Schedule a Manager is not available for SAP Ariba customers via SAP for Me
You can view the availability and book the session via SAP for Me while accessing your case details.
Note: Schedule a Manager is not offered for cases processed within SAP Development support.
For more information, visit SAP Community.
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 when using the Get Support tool in SAP for Me.
Incident Solution Matching
Built-In Support provides you with proactive and personalized recommendations from inside your product, gives you guided access to SAP knowledge and support experts, and minimizes effort to get support tailored to your SAP solution.
SAP's Built-In Support provides:
Built-In Support is currently being rolled out across SAP products. Refer the FAQs below to see if your solution is already supported by Built-In Support.
If your SAP product is already supported by Built-In Support, access it through the headset icon (Built-In Support) in the menu bar of your product.
SAP's predictive and preventative support features and functionalities help resolve problems before they occur. Examples include:
More predictive and preventative support features and services will be added over time.