プロダクトサポート

SAP 製品に関してお困りのことがございましたら

  • お困りの問題がご利用中の SAP ソリューションの標準機能に関するものであり、ナレッジベースでは解決できない場合は、お客様のビジネスへの影響度に応じて以下のいずれかのチャネルで SAP プロダクトサポートにお問い合わせください。

Schedule an Expert

(英語のみでの対応となります)

優先度が低位または中位の問題に適しています。

  • 30 分間の電話会議を予約できます。
  • 専門家である SAP サポートエンジニアとおつなぎします。
  • 問題解決へ導きます。

Schedule an Expert の詳細

 

Expert Chat

(英語のみでの対応となります)

優先度が中位または高位の問題に適しています。

  • チャットでサポートを受けながら問題を解決できます。
  • 複雑な問題については、インシデントを使ってフォローアップいたします

Expert Chat の詳細

 

従来のインシデント

優先度が高位または最高位の問題に適しています。

  • SAP ONE Support Launchpad を使用してインシデントを登録します。
  • SAP サポートエンジニアと密接に連携できます。

インシデント登録の詳細

 

Ask an Expert Peer

(英語のみでの対応となります)

優先度が低位または中位の問題に適しています。

  • 資格があり、認定されている社外の専門家にプライベートセッションでおつなぎし、リアルタイムのチャットで問題の解決を支援いたします。
  • 製品に関連する技術的な質問ができます。
  • 業界に関する豊富な経験があれば解決する可能性が高いものを質問できます。

Ask an Expert Peer*についてもっと詳しく

* 現在、お客様とパートナー様にのみご利用いただけます。

ヒント:

Schedule an Expert

(英語のみでの対応となります)

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 incident
  • Opportunity to screen share for a better understanding

Scheduled appointments require a minimum of 48 hours notice to allow engineers to prepare for the session. 

See our User Guide and FAQ for more details.

See SAP Knowledge Base Article 2482688 for how to get started.

Schedule an Expert for open incidents

Schedule an Expert* for open incidents:

  • Available for low, medium or high priority incidents within Product Support only
  • Live, one-on-one 30 minute call with the SAP incident processor
  • Less ping pong and more efficient incident processing

Scheduled appointments require a minimum of 24 hours notice to allow engineers to prepare for the session.

See our User Guide and FAQ to learn more on how to get started.

* Schedule an Expert is available for all support levels and almost all solutions.

Important Topics

A well-documented incident better facilitates its processing and reduces back and forth interactions. To help in the preparation of the session, make sure to provide:

  • 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 incident.

A functionality allowing VAR-delivered support partners to use Schedule an Expert for their end customers' systems is currently not available.

More information is available in the Incident Management for VAR Partners document.

In order to access Schedule an Expert, you must add the tile on the SAP ONE Support Launchpad.

  1. Go to the Launchpad
  2. Click on the Personalize icon in the upper-left corner
  3. Scroll down to the Miscellaneous section
  4. Click the "+" button, select a Group, and click Save to add the tile to your Launchpad home screen
  1. Open the incident in SAP ONE Support Launchpad then click Edit on the bottom-right of the incident page.
  2. The Schedule an Expert button appears on the bottom when the following conditions are met:
    • The incident is low, medium or high priority
    • A processor has been assigned to the incident and is available for scheduling
    • The incident is within Product Support (note that Schedule an Expert is not offered within SAP Development Support)
  3. Click on the Schedule an Expert button and then click Book a Session

Until the end of May, after signing up for the session, the Skype web conference information will not be provided in the email notification.

To receive the Skype web conference link, you can do one of the following:

  • Upon scheduling a session, you will receive an email notification with a link that allows you to join the session.
  • From the landing page of Schedule an Expert, click the View Upcoming icon.

For more information please view the document:

How to join your Schedule an Expert Skype web conference

To provide your feedback on your Schedule an Expert session:

  • Close/confirm your Schedule an Expert incident
  • Fill out the quick survey to let us know how we did

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 Launchpad user profile.

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 the following link:

User Profile

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

Expert Chat

(英語のみでの対応となります)

Expert Chat support channel is best suited for new* Medium or High priority issues.

Expert Chat provides:

  • Real-time support from an SAP Product Support Expert
  • Ability to screen share
  • Quicker resolution as compared to an incident created in the Launchpad

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

* Looking for an update about an existing incident? Contact the Customer Interaction Center.

Frequently Asked Questions

Chat may not be available for the component you have selected in the incident form. Alternatively, there may not be a support engineer available to chat at the time.

As a reminder, Expert Chat is available Monday to Friday.

All experts are currently helping other customers. If you wish to wait for a chat expert, you will be placed in the chat queue for maximum 30 minutes.

Yes, the chat transcript and all attachments will be recorded in your incident log for your convenience.

No, if the support engineer is unable to resolve your issue at the time, they will continue the incident submission process for you. The chat transcript and all the attachments will always be captured and recorded in your incident log, whether the issue is resolved immediately or not.

For questions about an existing incident'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.

We do not limit the number of times you may contact support using chat. However, we recommend you start only one chat session per problem or question that you have.

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 Incident 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 a Manager
(英語のみでの対応となります)

Schedule a Manager allows you to book a 15-minute call on your high priority incident with an SAP Product Support manager from the corresponding area, with a 2 hour lead time.

The Schedule a Manager button will appear in the SAP ONE Support Launchpad, when the following conditions are met:

  • The incident has been on priority high for at least 2 days after creation
  • A manager is available for scheduling via prompted calendar functionalities
  • The incident is within Product Support

Schedule a Manager is available for all SAP products.

Note that Schedule a Manager is not offered for incidents processed within SAP Development support.

For more information, visit SAP Community.

インシデントの登録

優先度が優先または最優先の問題が発生した場合は、SAP ONE Support Launchpad を使用し、SAP サポートと協力してインシデントを登録してください。

  • オンプレミスのお客様はリモート接続がオープンされていることを確認し、該当する有効な通信データを提供してください。詳細については、SAP サポート技術情報 2633442 を参照してください。
  • インシデントの登録方法の詳細については、SAP サポート技術情報 1296527 を参照してください。

 

インシデントの説明を詳しくご記載いただくことにより、連絡回数が少なくなり、処理が速く進みます。

インシデント作成アプリケーションの改善についての詳細をご確認のうえ、SAPの新しいポートアシスタントをお試しください。

インシデントでは必ず次の情報を入力してください。

Incident Solution Matching

(英語のみでの対応となります)

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.

Learn more on AI-driven support and how it will change your support experience.

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 your SAP ONE Support Launchpad to report an incident
  • 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
  • Select a component from Component field and “Incident Solution Matching” will refine the results even more

Learn more on AI-enabled incident wizard in SAP ONE Support Launchpad

The more you use the service, the more relevant the recommendations become.

Frequently Asked Questions

Incident Solution Matching is a new 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 incident 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 incidents. The more you use the service, the more relevant the recommendations become.

Incident Solution Matching is embedded in the incident creation form accessible via the SAP ONE Support Launchpad.

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

  1. Describe your issue in Subject and 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.
  2. Select a component to further refine the results.

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

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

Currently Incident Solution Matching only supports English.

We are currently exploring Incident Solution Matching for internal incidents in the future.

Incident Solution Matching will be further improved and will get considerably better and faster with the extensive use of all SAP customers. More use cases based on artificial intelligence and machine learning technologies are planned for the future and will help further improve performance and customer experience.  

Built-In Support

SAPのビルト・イン・サポートでは、サポートがアプリケーションに直接統合されるため、サポートエクスペリエンスがさらにシンプルに統一されます。

SAPのビルト・イン・サポートでは、以下が可能です。

  • ソリューション内からの SAP サポートチャネルへのアクセスとベストプラクティスサポートの検索
  • 自然言語処理技術によるパーソナライズされた対話型エクスペリエンス
  • シンプルなフォーム、分類の自動化、プロセス全体での関連データの転送機能を備えたコンテキスト認識型ツールによるカスタマーエクスペリエンスの改善と問題解決にかかる時間の短縮
  • SAP Conversational AI デジタルアシスタントのチャット機能を利用したナレッジおよびスクリーンショットのリアルタイム共有によるエキスパートや内部キーユーザーとのコラボレーション

注:SAP のビルト・イン・サポートには、エントリーポイントとして SAP Conversational AI が必須です。

ビルト・イン・サポート技術の詳細

 

現在、ビルト・イン・サポート機能は SAP S/4 HANA Cloud と SAP Integrated Business Planning のみで利用可能です。

よくある質問 (FAQ)

SAP のビルト・イン・サポートでは、サポートがアプリケーションに直接統合されており、組み込みデジタルサポートアシスタントによってよりシンプルかつ迅速なカスタマーインタラクションを実現します。ビルト・イン・サポートは、SAP Fiori 2.0 ラウンチパッドの不可欠な要素として SAP Conversational AI からアクセスできます。

ビルト・イン・サポートでは、SAP の機械学習機能と高度なインテントマッチングを使用し、自然言語処理によってユーザーの要求を分析します。SAP Conversational AI のコンテキスト依存ナレッジとビルト・イン・サポートツールにより、パーソナライズされたサポートエクスペリエンスが提供され、問題解決までの時間が短縮されます。

ビルト・イン・サポートではユーザーの作業状況が識別され、プロアクティブな支援が提供されます。その結果、分類の自動化、シンプルなフォーム、プロセス全体での関連データの転送によってカスタマーエクスペリエンスが改善され、問題解決までの時間が短縮されます。

ビルト・イン・サポートには、SAP Conversational AI から簡単にアクセスできます。詳細については、こちらの ブログ記事を参照してください。

  • SAP Conversational AI からの容易なアクセス
  • アプリケーション内でのヘルプの提供とサポートへのアクセス
  • パーソナライズされたサポートエクスペリエンスの提供と問題解決までの時間短縮
  • 質問の記述、スクリーンショットやその他のコンテンツをインシデント登録フォームへ簡単に追加し、チャットセッション内で使用

こちらのリンクから、SAP の次世代サポートサービスすべてに関する概要をご確認ください。

はい。こちらのリンクから、最新のカスタマーサーベイにお気軽にご参加ください。

追加費用はかかりません。現在対応しているソリューションについては、ビルト・イン・サポートに無償でアクセスできます。

高度な検索は主要機能の 1 つで、ユーザーはデジタル機能とやりとりして現在の製品に絞ったキーワード検索を実行できます。製品とは無関係なコンテンツを対象とした広範な検索も行えるようになりました。上位の結果は、help.sap.com などのさまざまな情報プロバイダーから取得できます。4 つの新しいドキュメントタイプ(SAP Community の質問、製品ドキュメント、SAP Enable Now、SAP サポート技術情報(KBA))で検索結果を絞り込み、必要な情報をすぐに見つけることができます。詳細については、こちらのテクニカルドキュメントを参照してください。

Predictive and Preventative Support

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

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

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

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 the SAP ONE Support Launchpad 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 incident 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 ONE Support Launchpad).
  • 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 the SAP ONE Support Launchpad.
  • Trending content is currently available in the SAP ONE Support Launchpad (Incident Wizard) and Product Pages (currently for SAP HANA  but expanding across all products over time).
  • 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 the SAP ONE Support Launchpad.

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.

連絡管理

予約している Schedule an Expert セッションの表示、スケジュールの変更およびキャンセルが可能です。

問題が解決した場合、または SAP プロダクトサポートの対応が不要になった場合は、インシデントをクローズ(確認済に)してください。 

インシデントのクローズ方法