Lost In SAP Support Space 2014 Kristen Scheffler & Christopher Vozella - SAP Americas SESSION CODE: 0402

 Introduction to the new SAP Support Portal  Best Practices on how to interact with SAP Support  Future direction of SAP Support LEARNING POINTS

 If applicable, highlight any aspect of your presentation that can contribute to a significant ROI. Omit slide from presentation if necessary. RETURN ON INVESTMENT

 List one or more practices that can be obtained specific to your topic area. BEST PRACTICES

 Deep Dive on New SAP Support Portal  Learn how to provide Support Portal Feedback  The Future of SAP Customer Experience  Strategic Initiatives of SAP Support  How you can add your value KEY LEARNING

FOLLOW US Follow the ASUGNews team: Tom & Courtney For all things SAP

Agenda Introductions to your hosts The SAP Support Portal – NEW! FREE, yes FREE Education! Social Media and SAP Support Key Take Home info on SAP Support – still awake? Open Forum

Introductions to your hosts! Christopher M. Vozella

Poll time! How many of you use the SAP Support Portal: 1.Daily 2.Weekly 3.Monthly 4.I try not to 5.What’s the SAP Support Portal?

Does this sound familiar to you? We have spent ages to find a patch or software updates on your portal. It is really a big mess! I have difficulty identifying which licenses I need to upgrade and need to speak with someone directly. How about you at least make the logout link available on all pages so I can exit the support portal? The web site is unfriendly. It doesn't function. I shouldn’t have to "try" to open a service connection 27 times in order to get a successful connection

A new SAP Support Portal – Simplifying your experience

New URL and how to provide Feedback

DEMO

Interest in participating in redesign?

FREE, yes FREE Education!

Poll time! How many of you use social media: 1.Personally 2.Professionally 3.Both personally and professionally 4.I don’t use social media

Leverage Our Social Community Leverage Our Community:  SAP Community Network:   SAP Product, Support, & fellow customers contributing  Follow SAP Support & related topics  Product  Customer  SAP Product Support:

Key Take Home Info on SAP Support – still awake?

Contacting the Customer Interaction Center The customer interaction center (CIC) is available 24 hours a day, 7 days a week, 365 days a year, and it provides a central point of contact for assistance with non- technical queries such as: Resetting S-user passwords Navigating in SAP Support Portal Speeding up customer messages Escalating customer messages

Incident Priorities & SLA’s PriorityDefinitionService Level Agreement Follow Up Very High A productive system is completely down. The imminent go-live or upgrade is jeopardized. The customer's core business processes are seriously affected. A workaround is not available. Initial Response – 1 hr Corrective action* – 4 hrs (Fix, Workaround, or Action Plan ) Contact GSCI/CIC : -GSCI/CIC are initial 1 st contacts to speed up incident. -After 4 hours for valid Production Down you can request discussion with SAP Oncall Duty Manager. High Normal business processes are seriously affected Necessary tasks cannot be performed Inoperable or incorrect functions in the SAP system Initial Response – 4 hrs-Contact GSCI/CIC for Speed Up. -If potential Very High add business impact for consideration. Medium Normal business processes are affected Inoperable or incorrect functions in the SAP system No SLA-Contact GSCI/CIC for Speed Up. -If potential High add business impact for consideration. Low Issue has little or no effect on business processes Inoperable or incorrect functions which are not required daily or are rarely used No SLA- Customers don’t generally use this Priority and no follow ups expected.

SAP Escalation Paths & Roles Product SupportSolution Support Roles: Processor Assignment, Ownership, Acceleration Action Plan/Service Level Agreement Compliance Incident Escalation Criteria: All SAP Incidents To Engage: Global Support Contact Customer Interaction Center Global Support Contact Customer Interaction Center Roles: Processor Assignment, Ownership, Acceleration Action Plan/Service Level Agreement Compliance Incident Escalation Criteria: All SAP Incidents To Engage: Global Support Contact Customer Interaction Center Global Support Contact Customer Interaction Center Roles Drive SAP parties towards Issue resolution Provide regular status updates to Customer and SAP Management Criteria: 1-5 HIGH SAP Incidents Critical Situations To Engage: Internal Judging Request Roles Drive SAP parties towards Issue resolution Provide regular status updates to Customer and SAP Management Criteria: 1-5 HIGH SAP Incidents Critical Situations To Engage: Internal Judging Request Roles 24 x 7 Root Cause Analysis (RCA) De-Escalation for Premium Engagement ( PE ) Duty Manager Evaluate issues for possible Global Escalation Criteria: Priority 1 / Very High To Engage: Automatic for Premium Judging Request for all others Roles 24 x 7 Root Cause Analysis (RCA) De-Escalation for Premium Engagement ( PE ) Duty Manager Evaluate issues for possible Global Escalation Criteria: Priority 1 / Very High To Engage: Automatic for Premium Judging Request for all others Roles Global Escalation is triggered as a last resort when other means for de- escalation have failed Often involves onsite team to resolve the situation Significant business impact to Customer and/or SAP Criteria: The Most Critical Situations To Engage: Internal Judging Request Roles Global Escalation is triggered as a last resort when other means for de- escalation have failed Often involves onsite team to resolve the situation Significant business impact to Customer and/or SAP Criteria: The Most Critical Situations To Engage: Internal Judging Request Message Solving Mission Critical Support & Service Delivery Criticality and Customer Segment

Open Forum  Questions?  Comments?  Suggestions?

Please provide feedback on this session by completing a short survey via the event mobile application. SESSION CODE: 0402 For ongoing education on this area of focus, visit THANK YOU FOR PARTICIPATING