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

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 Get Support application.

For all cases:

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.

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 when using the Get Support tool in SAP for Me.

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

Built-In Support

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:

  • easy access to support content, search and support channels
  • proactive support recommendations for each page - powered by AI and curated by SAP support for your application
  • automatic solution proposals for your product issues 
  • direct access to Real-Time Support channels like Expert Chat
  • case management to create, manage and update your support cases

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

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.

Predictive and Preventative Support

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

  • trending content which indicates in real-time which KBAs/SAP Notes are popular with our customers.
  • hot KBAs/SAP Notes 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.

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

Learn more