Get Support

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.

Facing a challenge with your SAP product?

Note: Service requests are intended for routine tasks in your cloud products, that are unrelated to unexpected service delays or disruptions.

Get Support (Case, Expert Chat...)

Quick Tips

Elevate your business transformation!

We are pleased to invite you to SAP Enterprise Support Day, an exclusive virtual event designed to equip you with insights and strategies aimed at elevating your business transformation all through SAP's comprehensive digital support experience. 

Join us on November 13th or 14th, depending on your time zone and preferred language. Additional details can be found in the agenda and on the SAP Community.

Register today!

Create a Case

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.

A well-documented case better facilitates processing and saves time

Learn more about the new Get Support application.

For all cases, please:

  • provide a detailed description. Artificial intelligence will predict the correct issue categorization based on your information.
  • choose the right system and product. Read here why this is important.
  • include results of your searches in our knowledge base.
  • attach relevant screen shots and logs; refer to log file suggestion and analysis.
  • make sure your remote connection is open and your system information is up-to-date in the Systems & Provisioning dashboard (on-premise customers).
  • confirm that your contact information (phone number and email address) is correct.

Start an Expert Chat

Expert Chat live channel is best suited for new* medium or high priority issues.

Expert Chat provides:

  • Real-Time Support from a support engineer.
  • the ability to screen share.
  • quicker resolution as compared to a case created in SAP for Me.

See SAP Knowledge Base Article 2213344 for detailed steps on how to get started.

Note: 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.

Frequently Asked Questions

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

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 case

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

Schedule an Expert* for open cases:

  • Available for low, medium or high priority cases with Support only
  • Live, one-on-one 30 minute call with the SAP case processor

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

Frequently Asked Questions

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:

  • a 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 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.

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 SAP for Me settings.

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 your user profile in SAP for Me settings.

It is important to confirm that you are creating the session in the correct time zone.

Schedule a Manager

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:

  • Your case was opened at least two days ago
  • Schedule a Manager for high priority cases is available for all SAP products

Medium priority case, excluding SuccessFactors and HCM products:

  • Your case was opened at least nine days ago

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

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

  • 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 SAP for Me to create a case
  • 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

Frequently Asked Questions

Incident Solution Matching is a 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 case 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 cases. The more you use the service, the more relevant the recommendations become.

Incident Solution Matching is embedded in the case creation form accessible via the 'Get Support' application in SAP for Me.

Including the following information in your problem description will significantly improve your search results.

  1. Describe your issue in Short Description & Detailed 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.

Incident Solution Matching is the result of a highly sophisticated technology. On the first view, you will still use the same search environment or case creation form. As you provide more contextual information, 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 case data. The more detailed and concise information you provide, the more matching results you will get.

The Incident Solution Matching uses artificial intelligence and machine learning for improved results by learning from past cases, so the more you use it, the more relevant it becomes.

Currently, Incident Solution Matching only supports English.

Built-In Support

Built-In Support moves SAP support right into the application. Built-In Support provides you with proactive and personalized recommendations, gives you easy and guided access to SAP knowledge and support experts, and minimizes your effort to get support tailored to your SAP solution.

SAP's Built-In Support provides:

  • effortless access to support content, search and support channels right at your fingertips
  • proactive support recommendations for each page - powered by AI and curated by SAP support for your application
  • automatic solution proposals for your product issues saving you time and effort
  • direct access to Real-Time Support channels like Expert Chat
  • case management to create, manage and update your support cases - fully in-sync with your cases in SAP for Me

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.

Frequently Asked Questions

Built-In Support is your access point to SAP support within the product, providing you with critical and proactive support content, simplifying your interactions with SAP support and making it easy to find solutions for product related issues.

Based on your product and authorizations (e.g. S-User), Built-In Support provides you with tailored access to support content, support channels, tools and recommendations that help you resolve product related issues with minimum effort. 

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 live channels right at your fingertips - with no implementation efforts required.

  • Easy to access via the menu bar
  • Proactive live recommendations and access to support without leaving the application
  • A personalized and guided support experience that accelerates time to resolution
  • Comprehensive case management including creation, review, correspondence, fully in-sync with your cases in SAP for Me
  • Collaborate with SAP experts in real-time, sharing knowledge and information to address your questions via Expert Chat

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.

Go to the SAP Help Portal to see if Built-In Support is available for your product.

Please use the following link for an overview of all Real-Time Support offerings.

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

Predictive and Preventative Support

SAP's predictive and preventative support features and functionalities help resolve problems before they occur.

Explore the specific customer tailored real-time interventions to predict and prevent business impacting events and cases 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.

SAP's predictive and preventative support provides:

  • trending content which indicates in real-time which KBAs/SAP Notes are popular with our customers.
  • hot KBAs/SAP Notes which are categorized by support experts and are marked as hot when they are related to urgent or critical problems.
  • SAP Ariba cloud health which identifies and resolves issues that impact the end user experience before they are reported by our customers.
  • option to subscribe to regular updates about outage events and its resolution until the outage has been resolved.

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

Learn more about predictive and preventative features and functions.

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 SAP for Me 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 case 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 for Me)
  • 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 SAP for Me

  • Trending content is currently available in SAP for Me (Case Wizard) and all Support by Product pages.
  • 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 SAP for Me.

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.