注記: サービス依頼は、予期せぬサービスの遅延や中断に関連しない、クラウド製品における日常的なタスクを対象としています。
サポートを利用する (ケース、Expert Chat...) アプリケーションでは、製品の技術的な問題をリアルタイムで解決したり、AI 対応フレームワークを通じて関連情報を SAP エキスパートに提供したりすることができます。
すべてのケースで、以下を実行してください。
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.
Note: Expert Chat is not available for SAP Ariba customers via SAP for Me.
Expert Chat は、優先度が中または高の新しい課題* に最適なライブチャネルです。
Expert Chat の特徴は以下のとおりです。
開始方法については、SAP サポート技術情報（KBA）2213344 をご覧ください。
注記 : SAP Ariba のお客様は、Expert Chat を SAP for Me からご利用いただけません。
* 既存のケースについてのアップデートをお探しですか？SAP ヘルプデスク（CIC）へお問い合わせください。
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
ビルト・イン・サポートは、製品内からプロアクティブでパーソナライズされた推奨事項を提供し、SAP のナレッジおよびサポートエキスパートへのガイド付きアクセスを提供し、SAP ソリューションに合わせたサポートを受けるための作業を最小限に抑えます。
ビルト・イン・サポートでは、以下の機能を提供しています。
ビルト・イン・サポートは現在、SAP 製品間でロールアウトされています。ソリューションがビルト・イン・サポートによってすでにサポートされている場合は、以下の FAQ を参照してください。
お使いの SAP 製品がビルト・イン・サポートですでにサポートされている場合は、製品のメニューバーにあるヘッドセットアイコン ('ビルト・イン・サポート') を使用してアクセスします。
SAP の 予測および予防型サポート機能は、発生前に問題を解決できるようサポートします。
例として以下のようなものがあります。
今後、予測および予防型サポートの機能とサービスをさらに拡大していく予定です。