Getting Started With SAP Enterprise Support - SAP
NOTE: Delete the yellow stickers when finished.See the SAP Image Library for other available images.Once the custom image is inserted, click Format à Send Backwardà Send to Back, so the motion band is on top of the image.Getting Started with SAP Enterprise SupportSAP C/4HANASAP Digital Business ServicesDecember, 2018PUBLIC
SAP Digital Business Services – Your business transformation partner 19,000 SAP Digital Business Services Professionals Worldwide110 Nationalities Located in 62 CountriesServing SAP Customers in 180 Countries 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICWith Working Expertise Derived From: 400,000 Customers 80% of the Fortune 500 across 25 industries For over 45 years2
SAP Enterprise Support – The foundation for customer successCollaborationProactiveand preventivesupportEmpowermentInnovation andvalue realizationMission-criticalsupportSAP Enterprise SupportThe foundation for customer successSeamless consumption of innovation I Fast value realization I Business outcomes I End-to-end optimizationAcross alldeploymentoptionsIntelligent enterpriseCloud 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICDigital coreBreakthroughinnovations3
SAP C/4HANA – RebrandingSAPCommerceCloudSAPMarketingCloud SAP HybrisMarketing SAPServiceCloud SAP Hybris Cloudfor Sales SAP Hybris Cloudfor ServiceSAP HybrisCustomer Attribution SAP Revenue Cloud SAP CustomerEngagement Center SAP Hybris Loyalty SAP Hybris DigitalAsset Managementby OpenTextSAP HybrisKnowledge Centralby MindTouch SAP HybrisCommerce igure, Price,Quoteo SAPCustomer DataCloud SAP Hybris Profile Note: SAP Hybris Cloud for Sales SAP Hybris Cloud for Services SAP Cloud for Customer 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC4
SAP C/4HANA – Unified Customer ExperienceUnified Intelligent User ExperienceConversational, Contextual and Intelligent UXBuilt-inIntelligenceSAP Marketing CloudSAP Commerce CloudSAP Sales CloudSAP Service CloudMarket with Intelligence in theMomentPersonalized Shopping Experienceacross TouchpointsBuild Relationships and GuideCustomers Throughout their JourneyMake Customers HappySAP Customer Data CloudBuild Customer Trust and LoyaltyMicroservicesInternet of ThingsSAP Cloud Platform extension factory (Kyma)ExtensionsCloud-Native Microservice Based Universal Innovation and Agility PlatformMachine LearningIntegrationBlockchainFurther information can be found here: cx-suite.html 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC5
CollaborationGETTING STARTED with CollaborationRealize business outcomes through collaboration with SAP expertsCollaborationReceive guidance from SAP support experts by interacting with them through the awardwinning SAP Enterprise Support value map program. The support advisory team guidesyou during mission critical situations.Support expertsGet valuable advice from our team of 8,000 experienced support experts, backed up by15,000 developers globally. 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICSAP Enterprise Support value mapsLeverage value maps to quickly identify therelevant SAP Enterprise Support services, tools,and expertise for your business needs.6
CollaborationGETTING STARTED with CollaborationCALL-1-SAP 800 In many countries, the toll-free number for contacting SAP support is accessible through landline phones and some mobile providers. Itgives you access to a service menu that allows you to select the specific SAP product area you require, connecting you directly to an SAPsupport representative. Access to service menu to select a specific product area you require:Press 1 - For SAP Business Suite, NetWeaver, Business Analytics or Sybase support.Press 2 - For Ariba, Fieldglass and Concur Customer Support.Press 3 - For Customer Experience support.Press 4 - For SAP money, customer and suite Cloud products support.Press 5 - For SuccessFactors Cloud products support.Press 6 - For any other SAP products and services, including SAP HANA Enterprise Cloud and Sybase 365 known as SAP Digital Interconnect.Press 7 - To listen to the menu in another language.Press 8 - To listen to this menu again. If you are unable to connect via the number provided for your country or there is no SAP subsidiary in your country, please call our IrelandSupport Center 353 91432764. 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC7
CollaborationGETTING STARTED with CollaborationCustomer Interaction CenterThe SAP Customer Interaction Center is one of the interfaces between customers and the SAP supportorganization. It is available 24 hours a day, 7 days a week, 365 days a year, and provides a central point of contactfor assistance with nontechnical queries.Overview The SAP CIC is the contactchannel for any non-technicalquestions including: Existing incidents The SAP ONE SupportLaunchpad and supportingapplications S-User queries and support SAP remote servicerequests The SAP CIC can be reachedby phone, chat, or e-mailBenefits The SAP CIC is available 24hours a day, 7 days a week,365 days a year, and providesa central point of contact forassistance with non-technicalqueries A Universal free-phone numberfor contacting SAP support,accessible in most countriesthrough landline phones andsome mobile providers Access to a product areaspecific IVR call routing menu,now including SAP Ariba,Concur, and SAP FieldglasssolutionsAccessPreview You can access the SAP CICfrom the SAP Support Portal orthrough the SAP One SupportLaunchpad Direct access: Chat with CIC Call CIC E-mail CICSAP Support Portal Learn more here: Access to CIC Topics to contact CIC Reference GuideSAP ONE Support Launchpad 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC8
CollaborationGETTING STARTED with CollaborationBest Practice Guidance OfferingGuidance Calls are designed to address key topics that individually or as a wholewill help you to meet your adoption goals and increase user experience. There isno preparation required on your end for this one hour and free of charge guidanceoffering. 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICAdditional InformationBest Practice Guidance Offering: SAP Customer Experience Wiki- Best Practice GuidanceOfferings Overview Video Book Now9
CollaborationGETTING STARTED with CollaborationBest Practice Guidance OfferingGuidance NameHigh Level Description & Value for the CustomerProductAdoption PreparationShare key considerations and build the foundation for improved user adoption.SAP Cloud for Customer,SAP Marketing CloudCloud Governance and OnboardingProvide a brief overview of Best Practices, commonly overlooked activities and additional self-serviceand scheduled resources.SAP Cloud for Customer,SAP Marketing Cloud,SAP Commerce CloudClassic Implementation Risks and how toovercome themReview typical risks and issues faced by customer implementation projects and how they areovercome.SAP Cloud for CustomerAnalytics and Best PracticesDevelop Analytics and Best Practices with a high-level system demo and guidance call.SAP Cloud for CustomerPerformance OptimizationEnable customers to monitor and troubleshoot the most common system performance issues thatcan occur throughout the lifecycle.SAP Cloud for CustomerGuidance to the Right ResourcesIntroduce use-case specific enablement resources to support customers on their cloud journeys.SAP Cloud for Customer,SAP Commerce CloudHow to Engage with SupportLearn how to efficiently engage with SAP Support.SAP Cloud for Customer,SAP Marketing CloudHow to Prepare for Cloud UpgradesEstablish SAP upgrade process understanding and recommended quarterly upgrade cycle steps.SAP Cloud for Customer,SAP Marketing CloudGo-Live ReadinessRealize Go-Live Readiness with a series of guidance checks indicating potential risk. Ensuresuccessful go-live measures are in place. 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICSAP Cloud for Customer10
CollaborationGETTING STARTED with CollaborationSAP Enterprise Support ReportThe SAP Enterprise Support Report (ESR) collects and consolidates informationfrom the past 6 months and provides a 360-degree overview of your systemenvironment.Additional InformationSAP One Support Launchpad: The report serves as an ideal starting point for discussions on how to improveyour IT operations and realize your innovation objectives.You are entitled to receive an SAP Enterprise Support report at no additionalcost as part of the SAP Enterprise Support agreement.Generate a fully automated On-Premise or Cloud Enterprise Support report inthe SAP One Support Launchpad using the “SAP Support Report Document”tile. SAP One Support LaunchpadSAP Support Portal: CollaborationPDF: On-Premise sample EnterpriseSupport Report (short version) ESR Info SheetThe SAP Enterprise Support Report is only currently available for the SAP Cloudfor Customer and SAP Hybris Marketing products. 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC11
CollaborationGETTING STARTED with CollaborationCustomer Center of Expertise – OverviewA Customer Center of Expertise (Customer COE) drives transparency andintegrated quality management for critical challenge resolution across SAPsolution operations.FUNCTIONSCERTIFICATION PROCESS InformationManagement Complete checklist andsubmit to SAP Contract & LicenseManagement Customer incident will beautomatically generatedon behalf of the customerunder component"SV-BO-REQ" Innovation & Influence Support OperationsVALIDITYAdditional InformationSAP Support Portal: Customer Center of Expertise Maximum 2 years Primary Customer COE Recertification at leastevery 2 yearsPDF: Getting Started with PrimaryCustomer COE Certification Learn about the Value of aPrimary Customer COE SAP validates, tabulates thescore from the checklist Customer is notifiedof certification results 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC12
CollaborationGETTING STARTED with CollaborationCustomer Center of Expertise – Readiness ChecklistIn order to achieve Customer COE certification the following items must be considered:INFORMATIONMANAGEMENT Serve as primary contactpoint for all SAP-specificquestions Organize accessto SAP information Distribute information tospecific target groups(management, end users orproject teams)CONTRACT & LICENSEMANAGEMENT Ensure the usage ofpurchased licensesaccording to what has beenlicensed to mitigate potentialimplicationsof using unauthorizedlicensesINNOVATION &INFLUENCESUPPORTOPERATIONS Focus on areas, where yourbusiness requirements arenot covered by SAPstandard functional scope Set-up a supportorganization with a sufficientnumber of supportconsultants Stay informed about internalprocesses, tools andservicesto avoid SAP source codemodifications Enable collaboration withSAP support in all areas,such as incidentmanagement, problemmanagement, SAP SolutionManager usage and supportservices Initiate knowledge platformson SAP topics andinformation exchangemeetingsFor further details please visit: ccoe/primary-ccoe.html 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC13
CollaborationGETTING STARTED with CollaborationCustomer Center of Expertise – Basic Functions for Hybrid SolutionsSupportContract & License 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICInformationInnovation / Influence SAPFRAMEWORK TO DIGITIZE BUSINESSESThrough organic innovations and strategic acquisitions, SAP has the best solution portfolio and expertise required to enableour customer’s digital strategy.14
CollaborationGETTING STARTED with CollaborationSAP Support /community 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICXXYour one stop for all support andservice related needs SAP Notes search and incident wizard SAP software distribution center Administration of remote connections License key & requests SAP service & software catalog SAP Enterprise Support Academy SAP Enterprise Support Report SAP ONE Support LaunchpadSAP's professional social network to get help, shareideas, and connect with others Discussion forums, blogs & videos Quick access to expert advice Online trainings Software downloads15
CollaborationGETTING STARTED with CollaborationWhere to find additional assistancehttps://help.sap.com/viewer/p/SAP HYBRIS CLOUD FOR CUSTOMER Find SAP product / applicationSAP HelpPortal - Your one stop m/documentation Learning Journeys.https://enable.cx.sap.com/ Find SAP product / application documentation Learning Journeys Updated with ever release Previous versions available Find SAP product / applicationInfluence& Adoptdocumentation. Updated with ever release. Previous versions available. Find SAP product / application Xdocumentation.CustomerExperience Enablement Portal – Stayhttps://wiki.hybris.com/If youhave a featurerequest, directly address LearningJourneys.it to Product Management by submitting it on CustomerUpdatedInfluence.with everrelease.SAPProductManagement regularly reviews and provides Previous versions available.feedback on these requests. Find SAP product / applicationSAP CustomerExperience Wiki - Your go-todocumentation.up to date in this media sharing enablement siteproduct specific wiki where you will find: Product enablement Release cycle & Upgrade information Quick access to how to guides Enablement content & Webinars Hundreds of tutorials and demos Newsletters Dedicated channels for each solution User communities Learning Journeys. Updated with ever release. Previous versions available.XX Learning Journeys. Updated with ever release. Previous versions available.SAP product / application XTrainingdocumentation.& Certification - Explore SAP n.html Find& certifications Learning Journeys. Empower your SAP end users, from Updatedwith everrelease.developersto marketers– withour suite ofworld-classSAPtrainingcourses,enablement Previous versions available.solutions and certification programs. 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC16
CollaborationGETTING STARTED with CollaborationSAP Enterprise Support Value Maps – OverviewSAP Enterprise Support Value Maps – A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services, tools and offerings to achieve defined targets and addressyour business needs. In addition, leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45 years of close customer engagements.Guided approachto reach your objectiveAvailable Value MapsSocial collaborationto connect directly withSAP experts and peersSAPS/4HANAOn PremiseSAPS/4HANACloudDigitalInnovationExpert accessto obtain guidance fromSAP support expertsSAPSuccessFactorsSAP JamCollaborationSAPAnalyticsSolutionsEmpowermentto build the knowledgeand skills you needSecurityBusinessProcessImprovementData VolumeManagementLifecycleManagement Sign up 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC17
EmpowermentGETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support AcademyEmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions.Knowledge transferon digital transformation,integration, and system operationsAvailable Formats 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC70 280 BestPracticesTutorials &VideosOn-demand learning experienceby combining self-paced andexpert-led offerings, available on a24x7 platform15Guided SelfServicesHigh-quality vendor knowledgefrom SAP Support experts helps toclose the digital skills gap of keyusers, IT and line-of-business experts17 50 740 190 ContinuousQuality Checks nt18
EmpowermentGETTING STARTED with EmpowermentSAP Enterprise Support Academy – SAP Learning Hub & NewsletterThe award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions.Additional InformationSAP Support Portal:Sign Up SAP Enterprise SupportAcademyAccess our next generation learning management infrastructure. The SAP LearningHub helps you master the details of the software that runs your business. Learning isextended to full browsing through featured and recommended content, with acustomizable learning plan. SAP Learning Hub - sign up Topics to contact CIC (S-Userrequest) SAP Enterprise SupportAcademy - update subscriptionTo access the SAP Learning Hub Edition for SAP Enterprise Support, a one-timeregistration via S-User is required.UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update. 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICVideo: Short video: How to sign up forthe SAP Learning Hub Short video: How to search inSAP Learning Hub19
EmpowermentGETTING STARTED with EmpowermentContinuous Quality Checks (CQC)CQC Remote services help you to reduce technical risks and outline optimization potentials:SAP Commerce CloudSAP Marketing Cloud*SAP Sales CloudSAP Service Cloud SAP CQC Business ProcessPerformance Optimization SAP CQC Business ProcessPerformance Optimization SAP CQC Business ProcessPerformance Optimization SAP CQC Early Watch Check SAP CQC Early Watch Check SAP CQC Early Watch Check SAP CQC Going Live Support SAP CQC Going Live Support SAP CQC Going Live Support SAP CQC for Implementation SAP CQC for Implementation SAP CQC for ImplementationAdditional InformationSAP Support Portal: SAP Enterprise SupportDelivery (CQCs &Improvement Services) Remote SupportSAP Note: Central preparatory note(91488) Open a customer incident oncomponent “SV-BO-REQ” torequest a remote service* CQC infosheets for SAP Marketing Cloud are planned to be available Q1 / 2019, nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ. 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC20
Innovation &Value RealizationGETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investmentInnovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations.SAP Solution ManagerEfficiently manage IT andsmoothly introduce newfunctionalities for meetingbusiness requirements. 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICSAP Enterprise SupportAdvisory CouncilCo-innovate with SAP to becomean early adopter of supportinnovations and to help improvethe support offering.21
Innovation &Value RealizationGETTING STARTED with Innovation & Value RealizationSAP Solution ManagerSAP Solution Manager – End-to-end application lifecycle management providing tools to help youoptimize your IT processes, minimize manual effort, reduce operating costs, and introduce newbusiness functions easily.PlatformModern and intelligentIT-management platform tobecome a digital enterprise 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICIntegrated solutionImplement, maintain, run, andadopt all enterprise solutionswhile supporting businessinnovation, business continuity,and efficient operationsAcross all deployment optionsSupports the entire lifecycle ofyour business applicationsrunning on-premise, hybrid or inthe cloud22
Innovation &Value RealizationGETTING STARTED with Innovation & Value RealizationSAP Solution Manager – Install and ConfigureSAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support:Additional Information For SAP S/4HANA implementations SAP recommends the installation of SAPSolution Manager 7.2SAP Support Portal:SAP Solution Manager 7.2 is configured using an automatic basic configuration(accessible via transaction code SOLMAN SETUP) SAP Solution Manager usagerights Use the expert-guided implementation service to accelerate your implementation!The end of mainstream maintenance for SAP Solution Manager 7.1 was December31, 2017. Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance. SAP Solution Manager Media Center of SAP SolutionManager 7.2 SAP Solution Manager - Training &Services (EGI)SAP Help Portal: SAP Solution ManagerRead the blog to learn how you can master the upgrade successfully. 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC23
Innovation &Value RealizationGETTING STARTED with Innovation & Value RealizationSAP Solution Manager – Activate SAP EarlyWatch AlertActivate SAP EarlyWatch Alert for productive systems to: Monitor the essential administrative areas of SAP components Keep you up to date on their performance and stabilityAdditional InformationSAP ONE Support Launchpad: Stay informed by running system checks automatically Allow you to react to issues proactively, before they become criticalSAP EarlyWatch AlertWorkspaceSAP Support Portal: SAP EarlyWatch Alert proactive monitoringSAP Help Portal: SAP EarlyWatch AlertSAP Note: How to Access the SAP EWAFiori 2520319) Apps in the Cloud (SAP NoteUsing SAP EWA (Note 1257308) SAP EWA processed at SAP(Note 207223) 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC24
Innovation &Value RealizationGETTING STARTED with Innovation & Value RealizationSAP Support Backbone UpdateSAP's Support Backbone is the central infrastructure located at SAPto provide technical support to our customers.SAP plans to finalize the update of the SAP Support Backbone byJanuary 1, 2020.The most important changes are upgrading to https communicationand enabling server certificates to use SSL.This update affects SAP Solution Manager and SAP systems, whichare communicating with the SAP Support Backbone.In SAP Solution Manager 7.2, the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone.More information Overview page in the SAP Support Portal Transition essentials Creation of users for support hub communicationCustomers need to prepare before January 1st, 2020.Customer Situation 1:Customer system is already on SAP Solution Manager 7.2:Implement SPS07 (plus additional SAP Notes*) or implementSPS08.Customer Situation 2:Customer system is still on SAP Solution Manager 7.1:Request a technical S-UserUpgrade to SAP Solution Manager 7.2 SPS07 (plus additionalSAP Notes*) or upgrade to SPS08.Important: If these actions are prepared well in advance, noactivities have to be done on January 1st, 2020. On this date onlythe backend changes come into effect.After January 1st 2020, SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore.* The relevant additional SAP Notes for SPS07 will be published on this page once available. 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC25
Innovation &Value RealizationGETTING STARTED with Innovation & Value RealizationSAP Enterprise Support Advisory CouncilSAP Enterprise Support Advisory Council – Become an early adopter of the latest supportinnovations and directly influence SAP’s offering in a meaningful way based on your ownrequirements.Early adopterPilot new offeringsCo-InnovationDirect feedbackExpert accessDirect influenceClose CollaborationCustomerFocus topics 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICSAPSAP Cloud SolutionsIntegrationSAP Leonardo –Digital InnovationTransparencySAP S/4HANAon-premiseSAP S/4HANAcloud26
Mission CriticalSupportGETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenariosMission Critical SupportRegardless of your deployment scenario and the issues that may arise, a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts.A single, intuitive interfaceto access support resources.By using customizable roleprofiles, the SAP ONE SupportLaunchpad displays only relevantapplications and insights to helpensure an efficient and userfriendly experience. 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC24x7 availabilityindependent of your deploymentmodel, with CALL-1-SAP as yourglobal toll-free telephone numberfor contacting SAP support.Profit from the features of theNext-Generation Supportapproach.Minimized business disruptionand accelerated problemresolution thanks to best-in-classservice level agreements for atimely initial reaction and acorrective action.27
Mission CriticalSupportGETTING STARTED with Mission Critical SupportSAP ONE Support LaunchpadSAP ONE Support Launchpad – Performing support tasks is simplified by user-centricapplications accessed through one central entry point: the SAP ONE Support Launchpad.Overview The SAP ONE SupportLaunchpad provides a usercentric entry point for all SAPCustomers and Partners independent of their SAPsolution More than 70 applicationsaround Service & Support!And more to come. Watch the videoPreviewAccessBenefits Easy access to applicationsand information according tothe users role. Direct access via:https://launchpad.support.sap.com Pro-active and guided Access via QR-Code: Access via the SAP Support Portal Simplified UI based on SAPFiori Global Search for quicklyfinding answers, supportassets, and fast interapplication navigation: Strong Favorites Concept Register for your Demo today! Holistic overview of yoursupport assets in one place 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICMobileDesktop28
Mission CriticalSupportGETTING STARTED with Mission Critical SupportNext Generation SupportSelf-service and incidentpreventionSAP Support todayNext-Generation SupportIndustry-leading proactiveand preventive supportacross all deploymentscenariosGroundbreaking supportfor the intelligent enterpriseReal-timeinteractionsDigital supportexperienceArtificial Intelligence /Machine learning 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC29
Mission CriticalSupportGETTING STARTED with Mission Critical SupportNext Generation SupportSelf-service andincident preventionNext-Generation Support hasseveral comprehensive solutions– so you never have to ask aquestion, and if you do have aquestion, you receive an answerinstantly. Real-timeinteractionsWe offer real-time supportchannels with live and directaccess to SAP’s supportexperts, creating a faster andmore direct route to issueresolution – anytime, anywhere,and from any device.Knowledge Base Articles (KBAs)via Google search Expert Chat Guided Answers Schedule an Expert SAP Community SAP Support PortalAsk an Expert Peer(Feature Trial) Support by Product Proactive outreach through infosessions and WhatsApp ArtificialIntelligence /Machine LearningDigital supportexperienceBenefit from a seamless andintuitive omnichannel supportexperience with personalized,context-sensitive support whenand where you need it.SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience. As thoughtleaders, we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices. SAP ONE Support Launchpad Built-in support Cloud Availability Center SAP Cloud Trust Center Thought leadership Social Media integration Cognitive computingCall-1-SAP & Customer InteractionCenter (CIC)For further details please visit the SAP Support Portal 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC30
Mission CriticalSupportGETTING STARTED with Mission Critical SupportService-Level AgreementsService-level agreements – SAP’s commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs.Incident Priority1 Accelerated problem resolutionfor productive system incidents andcritical projects2Initial Response Time1 hour4 hours* Minimized business disruptionand reduction of unforeseen downtimeCorrective Action4 hoursn/a Reduced financial impactof support issues(Work-around / action plan)* Prio 2: Only during SAP’s local office time for on-premise related issues 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLICClick here to view the SAP Cloud SupportPolicy (including SLA details) à31
Mission CriticalSupportGETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) & Step by Step GuideLearn how to use functionality embedded in your application to contact support.Opening incidents from application (in app help)?Additional InformationSAP Help CenterYouTube Video:When a user encounters a problem whileworking with the C4C system, they shouldfirst search for a solution in the Help Center. Help Center in Fiori Client (Startfrom 0:33) Federated Search (knowledge source tosearch all important databases at once) Find SAP product / applicationdocumentationPDF: Step by step guide (SAP Cloudfor Customer) Knowledge Base Articles (KBA’s)Step-by-Step guide (SAP Cloud for Customer)This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport: How to search for solutions? How tochat with Supp
Note: SAP Hybris Cloud for Sales SAP Hybris Cloud for Services SAP Cloud for Customer SAP C/4HANA – Rebranding SAP Sales Cloud SAP Marketing Cloud SAP . In order to achieve Customer COE certification the following items must be considered: Serve as primary contact point for all
SAP ERP SAP HANA SAP CRM SAP HANA SAP BW SAP HANA SAP Runs SAP Internal HANA adoption roadmap SAP HANA as side-by-side scenario SAP BW powered by SAP HANA SAP Business Suite powered by SAP HANA Simple Finance 1.0 2011 2013 2014 2015 Simple Finance 2.0 S/4 HANA SAP ERP sFin Add-On 2.0
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Customer Roadmap to SAP Simple Finance - Example " Adopting SAP Simple Finance is a journey - start early" Side-by-side SAP HANA Acceleration SAP HANA accelerators, BW, BPC, GRC SAP Business Suite on SAP HANA SAP ERP on SAP HANA SAP ERP in SAP HANA Enterprise Cloud SAP Accounting Powered By SAP HANA Simple Finance add-on/
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ALE/RFC Setup 88 SAP System Type 88 SAP IDoc Version 88 Program ID (SAP to e*Gate) 88 SAP Load Balancing Usage (e*Gate to SAP) 89 SAP Application Server (e*Gate to SAP) 89 SAP Router String (e*Gate to SAP) 90 SAP System Number (e*Gate to SAP) 90 SAP Gateway Ho
SAP Business Suite SAP BW SAP Apps Partner Apps SAP HANA PLATFORM Planning and Calculation Engine Real-Time Replication Services Information Composer & Modeling Studio SAP UI HTML5 Mobile SAP BI 4 SAP ERP SAP CRM SAP SCM SAP PLM SAP SRM SAP Netweaver Predictive Analytics & Business Function Libraries In-Memory
SAP Audit Management Plan and Execute Audits and Report Results SAP S/4HANA, SAP ECC, Other SAP, Non-SAP Configuration, Master Data, Transactions, Logs SAP Business Integrity Screening Detection Strategies and Alerts Risks and controls are shared to create a consistent enterprise view SAP S/4HANA, SAP ECC, Other SAP, Non-SAP data is
