1. SAP Digital Business Services March, 2018
Getting Started with SAP Enterprise Support
SAP S/4HANA Cloud
Hello and welcome to today’s session.
In this session I will explain to you how to best get started with SAP Enterprise Support.
My name is _____
During this presentation I will give you an overview of the key components of SAP Enterprise Support and will show you the best way to leverage them.
This session is a good starting point for new SAP customers or customers who are new to SAP Enterprise Support.
You will get a jump-start into the support topics with all the essential information and recommendations brought to you by the SAP Digital Business Services organization and you will learn how SAP Enterprise Support enables you to simplify operations, strengthen reliability, and speed time to value with the rapid adoption of innovation.
SAP Digital Business Services
March, 2018
Version: 2.3 | Date: 12/03/2018

2. SAP Digital Business Services: Your partner to transform your business
355,000+ customers
180+ countries
8,000+ SAP support experts
With decades of experience and hundreds of thousands of customers worldwide, we are the perfect partner to help you transform to a digital enterprise.
15,000+ SAP developers (as backup)
Global organization
Now, before looking into the details of the SAP Enterprise Support offering, let’s get to know the organization a little better which is providing our customers world-class support.
SAP Digital Business Services provides support for more than 355,000 customers in more than 180 countries. Imagine the number of end-users behind of all these customers.
SAP Digital Business Services is the single entity at SAP not only providing punctual services to customers, but also staying at their side along the way.
At SAP Digital Business Services it is all about the customer. SAP Digital Business Services is there to help in specific situations, as well as to provide guidance. With this, SAP Digital Business Services is the trusted advisor for our customers.
SAP Digital Business Services has been doing this since 1972 and is always committed to providing its customers the very best in support. Think about the expertise that this organization has been able to build up over that amount of time. It is easily understandable that SAP Digital Business Services knows what works and what does not, and our customers profit tremendously from this unique expertise.
Local organization (54 countries)
24x7 availability

3. Innovation and Value Realization Mission-Critical Support
SAP Enterprise Support: Customer success and rapid adoption of innovation
Collaboration
Empowerment
Innovation and Value Realization
Mission-Critical Support
Proactive and preventive support
Across all deployment options
SAP Enterprise Support
SAP’s core business has always been on-premise. That’s no secret. This is also where the SAP Enterprise Support offering has matured and today provides unprecedented customer experience.
Since in today’s world, more and more of our customers are also considering the usage of cloud solutions, they are also looking for help on their journey to the cloud…and here it is good to know that they can rely on SAP Enterprise Support.
Across all deployment scenarios, SAP Enterprise Support is the unified support offering, it provides proactive and preventive support from day one, covering the complete lifecycle. It enables smooth integration of cloud solutions and provides end-to-end supportability of hybrid landscapes. This is actually something that only SAP can provide and, or in other words, our competition does not offer.
SAP Enterprise Support will help you to drive faster time to value, ensures continuous business improvement and accelerates innovation agility. In consequence you will benefit from lower cost of IT.
The focus of SAP Enterprise Support is on four vital areas such as:
Collaboration
Empowerment
Innovation and value realization
Mission-critical support
Learn about the details of the four areas on the subsequent slides.
On-premise
Hybrid
Cloud

4. GETTING STARTED with Collaboration Realize business outcomes through collaboration with SAP experts
Collaboration Receive guidance from SAP support experts by interacting with them through the award-winning SAP Enterprise Support value map program. The support advisory team guides you during mission critical situations.
At SAP, we believe that collaboration is one of the keys to helping you maximize the value you derive from SAP Enterprise Support. This is why it is important for us to help you connect with SAP experts and other SAP customers – always with the goal of guiding your people to master the skills they need to help your organization thrive.
In this section we will go through topics like Call1SAP, Customer Interaction Center, SAP Enterprise Support Advisory, Customer Center of Expertise, SAP Support Backbone and Value Maps.
Support experts
Get valuable advice from our team of 8,000+ experienced support experts, backed up by 15,000+ developers globally.
SAP Enterprise Support value maps Leverage value maps to quickly identify the relevant SAP Enterprise Support services, tools, and expertise for your business needs.

5. GETTING STARTED with Collaboration CALL-1-SAP
2 ABC
3 DEF
+800 CALL-1-SAP
Country specific telephone numbers
4 GHI
5 JKL
6 MNO *
Call our global toll-free telephone number for contacting SAP support - accessible in most countries through landline phones and some mobile providers. Note that for some countries the telephone number might differ, therefore please use the local numbers as stated in the above link.
Access to service menu to select a specific product area you require
7 PQRS
Language
8 TUV
Repeat
9 WXYZ
0 +
For contacting SAP Support, SAP is introducing an international universal free-phone number, accessible in most countries. Please note that for some countries the telephone number might differ, therefore please use the local numbers as stated in the above link.
SAP Support is available 24 hours a day, 7 days a week, 365 days a year. By contacting your country specific SAP Local Support Centers you will have access to a service menu enabling you to select the specific SAP product area you require, giving you direct access to an SAP support representative.
Please start using this number today and enjoy an easier way to contact SAP support!

6. GETTING STARTED with Collaboration Customer Interaction Center
CIC is one of the interfaces between customers and the SAP support organization. It is available 24 hours a day, seven days a week, 365 days a year, and provides a central point of contact for assistance with nontechnical queries.
Overview
Benefits
Access
Preview
Contact channel for you for any nontechnical question such as:
Enquire about existing incidents
Ask questions about SAP ONE Support Launchpad and its applications
Get help for S-User queries
Request SAP remote services
CIC can be reached by phone, chat, or
CIC is available 24 hours a day, 7 days a week, 365 days a year, and provides a central point of contact for assistance with non-technical queries
Universal free-phone number for contacting SAP support
Access to service menu to select a specific product area you require, now including SAP Ariba, Concur, and SAP Fieldglass solutions
Toll-free number accessible in most countries through landline phones and some mobile providers
You can access CIC from the SAP Support Portal or through SAP One Support Launchpad
Direct access:
Chat with CIC
Call CIC
CIC
Learn more here:
SAP Support Portal
Reference Guide
The central way to engage with SAP Digital Business Services is through the Customer Interaction Center, also known as CIC.
The Customer Interaction Center, is available 24 hours a day, 7 days a week, 365 days a year, and provides a central point of contact for assistance with nontechnical queries. Moreover, it is important to mention that if you would like to know the status of a support incident, the CIC is the right channel to address this request.
You can contact the CIC by telephone, chat or by . Please visit the SAP Support Portal under the quicklink /contactus.
SAP Support Portal
SAP ONE Support Launchpad

7. GETTING STARTED with Collaboration SAP Enterprise Support Report
The SAP Enterprise Support Report (ESR) collects and consolidates information from the past 6 months and provides a 360-degree overview of your system environment.
The report serves as an ideal starting point for discussions on how to improve your IT operations and realize your innovation objectives.
You are entitled to receive an SAP Enterprise Support report at no additional cost as part of the SAP Enterprise Support agreement.
Generate a fully automated On-Premise or Cloud Enterprise Support report in SAP One Support Launchpad using “SAP Support Report Document” tile.
Additional Information
SAP One Support Launchpad:
SAP One Support Launchpad
SAP Support Portal:
Collaboration
PDF:
On-Premise sample Enterprise Support Report (short version)
ESR Info Sheet
The SAP Enterprise Support Report will be generated on customer‘s SAP Solution Manager and contains information of the customer‘s SAP systems as well as information of the SAP global backbone. The purpose of the SAP Enterprise Support report is to provide the customer with a 360 degree overview and actual status of the application and lifecycle management of mission-critical operations.
Based on the key findings of the SAP Enterprise Support report, optimization potential and possible risks are identified that might impact the operations of the customer‘s installed SAP soluitions. In addition, potential to reduce total cost of operations, or areas to accelerate innovation, are highlighted.

8. GETTING STARTED with Collaboration SAP Support Backbone X X
SAP Support Portal X
SAP Community
SAP Service Marketplace
SAP S/4HANA Cloud Community
SAP S/4HANA Cloud Community
Contains a variety of target group specific internet portals
Your one stop for all support and service related needs
SAP Support Portal
SAP Help Portal (product documentation)
SAP PartnerEdge
SAP Community
SAP Store
SAP Training & Certification Shop
SAP Business One Customer Portal
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 Launchpad
SAP's professional social network to get help, share ideas, and connect with others
The SAP Support Backbone is SAP's knowledge database and extranet for knowledge transfer through which we make content and services available to customers. It includes:
SAP Service Marketplace which contains a variety of target group–specific internet portals that enable true collaboration among SAP and its customers. In addition to others, SAP Service Marketplace includes the SAP Support Portal and SAP Community.
The SAP Support Portal is your one stop for all support and service related needs. Here you can find solutions to any issues you are facing with your SAP products, report incidents when you can't find a solution, download software, get your license keys, and a lot more.
You can also seek advice and assistance on resolving issues from the SAP Community. It is the official user community of SAP SE. SAP software users, developers, consultants, mentors and students use the SAP Community to get help, share ideas, learn, innovate and connect with others. It has over 430 spaces, or sub-groups, dedicated to SAP products, topics, technologies, industries, programming languages, such as ABAP, and more. Almost all spaces contain related discussion threads, or forums, blogs, documents, e-learning, and polls.
Discussion forums, blogs & videos
Quick access to expert advice
Online trainings
Software downloads

9. GETTING STARTED with Collaboration SAP Enterprise Support Value Maps – Overview
SAP Enterprise Support value maps help you quickly identify the relevant SAP Enterprise Support services, tools, and expertise for your business needs.
Guided approach
Select the SAP Enterprise Support value map topic that addresses your business challenge, discover your individual road map, and use the SAP Enterprise Support offerings step-by-step to reach your objective.
Social collaboration
On-demand expertise through a cloud-based social collaboration platform (SAP Jam) connects you directly with SAP experts and peers.
Deliverables
If you’re looking for a guided approach to leverage the enormous number of support services and sessions that are offered by SAP Enterprise Support, the SAP Enterprise Support value maps, powered by SAP Enterprise Support Academy, are for you. Think of value maps as a form of navigation system that help you quickly identify the relevant SAP Enterprise Support services, tools, and expertise to address common business challenges.
First, you identify your business challenge or the specific topic for which you need to build up your know-how.
Next, you navigate through the value map offerings in the SAP Jam social software platform to find and consume services, expert sessions, best-practice documents, and more.
SAP Enterprise Support value maps combine two aspects: simplicity and expertise on demand. Our value map collaboration space is SAP Jam, which presents each IT topic simply and clearly. Whether your concern is data volume management, security, mobile solutions, or SAP HANA, a value map is there to help you meet your business challenge. SAP Jam also lets you “socialize” your work. You can connect and collaborate with SAP support experts as well as your peers – all in a cloud-based format. You’ll be able to exchange ideas and get guidance from the SAP experts who moderate each value map space.
Every value map provides you with guided information about what it takes to get started in terms of time, resources, and skills, and helps you make educated decisions on where to invest and who to reach out to, for getting the most impact. You can expect increased efficiency, risk reduction, and an improved level of effectiveness.
To join, go to the SAP Support Portal support.sap.com/valuemaps.
Expert access
Obtain guidance from the SAP support experts who moderate each value map group.
Empowerment
Build the knowledge and skills you need to successfully manage your transformation to the digital economy.
Visit us at the SAP Support Portal – Value Maps

10. GETTING STARTED with Collaboration Available SAP Enterprise Support Value Maps
Build the knowledge and skills needed to efficiently run your business, accompany and speed-up your digital transformation with SAP Enterprise Support Value Maps.
SAP S/4HANA On Premise
SAP Jam Collaboration
SAP Analytics Solutions
Data Volume Management
SAP S/4HANA Cloud
Digital Innovation
SAP SuccessFactors
Business Decision Makers
Lifecycle Management
This slide shows you the generally available SAP Enterprise Support value maps.
Visit us at the SAP Support Portal – Value Maps

11. GETTING STARTED with Collaboration SAP Enterprise Support Value Maps
Cloud Value Map: SAP S/4HANA Cloud
The SAP S/4HANA Cloud Edition Value Map is designed to support customers through the entire product lifecycle - from planning your Cloud Solution through to go-live and continued optimization.
At the current stage, the focus is on helping to build up the knowledge and skills needed to implement the solution.
We are continuing to develop services for different cloud products.
Join SAP S/4HANA Cloud value map and
benefit from a "hands-on" trail with the Free Trial System for SAP S/4HANA Cloud Edition

12. GETTING STARTED with Collaboration Example: SAP S/4HANA Cloud Value Map
SAP Enterprise Support Value Maps
Select Your Objective 01 02 03
Objective ACHIEVED
Getting started
DISCOVER
Choose transition strategy
Example: Learn about getting started with SAP S/4HANA Cloud
Understand the strategy, scope, and transition options to SAP S/4HANA Cloud
Experience a Free trial
Learn about the different editions available for S/4HANA Cloud
Get an overview of SAP S/4HANA Cloud …
Explore openSAP courses to SAP S/4HANA in Deep Dive and the Roadmap Look at SAP S/4HANA Cloud in detail through openSAP courses …
Learn about system migration options
Understand migration options available for S/4HANA …
Example:
Build the knowledge and skills needed to implement SAP S/4HANA Cloud
This slide describes the Enterprise Support Value Map SAP S/4HANA Cloud Value Map. It is important to know, that you do not need to exercise each of the services provided, but only those, that are the most relevant to improve your specific situation!
You choose your objective e.g. “Learn about getting started with SAP S/4HANA Cloud“ by signing in at the SAP Enterprise Support Academy. After you received your SAP JAM invitation your journey starts. You have a clear roadmap with milestones that highlight relevant offerings to achieve your objective in time.
Following and consuming SAP`s support offerings, you might face best practices questions or needs for clarification.
However an Expert called a Focus Advisor is a push of a button away from you, monitoring the relevant Value Map space and taking your questions, to help you prioritize, provide details on services and take your feedback.
Following down this best practice roadmap you will arrive at your destination in time and with the outcome you expect which your objective achieved!
Learn more: Whitepaper: Speed Up Your Digital Transformation with SAP S/4HANA and SAP Enterprise Support

13. Learn more about SAP Jam
GETTING STARTED with Collaboration SAP Enterprise Support Value Maps – Social Business Collaboration with SAP JAM
SAP
SAP Jam
Customer
On-demand expertise through a cloud-based social collaboration platform
Direct access to SAP Support experts
Discuss and exchange ideas with other customers across different geographies
Share expertise and provide guidance
Get direct customer feedback X
SAP Jam lets you “socialize” your work. You can connect and collaborate with SAP support experts as well as your peers – all in a cloud-based format. You’ll be able to exchange ideas and get guidance from the SAP experts who moderate each value map space.
SAP Enterprise Support value maps give precise guidance on how to best make use of the extensive SAP Enterprise Support offerings in an objective based approach. Every value map provides you with guided information about what it takes in terms of time, resources, and skills to get started and helps you make educated decisions on where to invest and reach out to, for the most impact. You can expect increased efficiency, risk reduction, and an improved level of effectiveness.
We have dedicated SAP Support engineers assigned to each Value Maps. They are monitoring the forums, questions and discussions in SAP Jam. We call these experts: Focus Advisors, they guide you and interact with you.
By this close collaboration with our customers, SAP can also directly learn from our customers, and embed their feedback into our existing or future service portfolio.
Hereby SAP Enterprise Support value maps help you leverage the full potential of the tools within SAP Solution Manager by providing guidance to your IT teams on how to use them. This gives them powerful support for driving business continuity more easily, which also helps maximize the efficiency of your IT operations. Due to their constant availability and comprehensive range of topics, value maps are ready to support your IT investment decisions at any time.
SAP Jam is also available on your mobile device
Learn more about SAP Jam

14. GETTING STARTED with Empowerment Build the skills that build value through the SAP Enterprise Support Academy
Empowerment SAP Enterprise Support Academy empowers you to build the knowledge and skills needed to maximize the benefit of your SAP solution, no matter your choice of deployment.
Platform Easily access SAP Enterprise Support learning content and services.
People
Stay up-to-date by leveraging expert content in various delivery formats and levels of detail.
Practice
Let us help you boost collaboration between business and IT units by addressing different functional roles and assisting in creating business cases and value.
SAP Enterprise Support helps your staff members build up the know-how they need to overcome complexity and get ready for innovation. One of the key elements to this end is the SAP Enterprise Support Academy program.
It combines training, collaboration, support, and deployment of best practices, and works along three dimensions, also known as the “3 P principle“:
The first is the Platform dimension. We help customers easily access and consume SAP Enterprise Support offerings, such as learning assets and technical services, by providing a dedicated platform using state of the art technology and the latest digital learning tools (mobile app, WPB, (award-winning Successfactors LMS)), satisfying the demand for a personalized, digital learning experience.
The second is the People dimension. We help professionals in the different functional departments, both IT and LoB, stay up-to-date by providing high-quality expert content in various formats and levels of detail, accommodating different requirements and learning styles.
The third is the Practice dimension. We provide high-quality expert content that explains the SAP Enterprise Support offerings for all deployment options, supporting customers in all phases of their innovation journey.

15. GETTING STARTED with Empowerment SAP Enterprise Support Academy – SAP Learning Hub
SAP Enterprise Support Academy provides high-impact enablement offerings which help you prepare for the digital transformation.
In 2017, SAP Enterprise Support Academy has switched to a new learning platform. With the introduction of the SAP Learning Hub edition for SAP Enterprise Support we offer access to a modern learning platform which is based on SuccessFactors learning.
To access the learning catalog, sign up now for our SAP Learning Hub, edition for SAP Enterprise Support!
Additional Information
SAP Support Portal:
SAP Enterprise Support Academy
SAP Learning Hub quick guide - How to sign up
Video:
Short video: How to sign up for the SAP Learning Hub
Short video: How to search in SAP Learning Hub
Through the SAP Enterprise Support Academy, a deliverable of SAP Enterprise Support at no additional cost, you can prepare for the digital transformation and make sure your organization has the knowledge and SAP skills that are essential for success, no matter your choice of deployment.
SAP Learning Hub is the new learning platform of the SAP Enterprise Support Academy program. To access the SAP Learning Hub, edition for SAP Enterprise Support, a one-time registration is required. Learners need an s-user to authenticate themselves.
In the “Additional Information” box you will find relevant links which will for example direct you to the SAP Learning Hub quick guide which explains “How to sign up” to SAP Learning Hub.

16. GETTING STARTED with Empowerment SAP Enterprise Support Academy – Delivery Formats
Expert-guided implementations
Tutorials
Accelerated innovation enablement
Meet-the-expert sessions/recordings
Guided self-services
Best practices
Continuous quality check and improvement services
The SAP Enterprise Support Academy is your collaboration platform that fosters company-wide enablement. It is your one-stop shop for SAP Enterprise Support Learning. You can leverage the flexible learning program of the SAP Enterprise Support Academy, which consists of Accelerated Innovation Enablement (AIE), Continuous Quality Check & Improvement Services, Expert-guided Implementations (EGI), Guided Self-Services (GSS), Meet-the-Experts session (MTE), Tutorials and Best Practices.
The Accelerated Innovation Enablement brings you live expert sessions to evaluate the innovation capabilities of enhancement packages for SAP Business Suite.
Continuous Quality Checks & Improvement Services help you to reduce technical risks and outline optimization potential.
Expert-Guided Implementation services give you direct access to an experienced SAP service engineer in a workshop-style interaction.
The Guided Self-Services can be run at any time and at your own pace in your own system landscape.
The Meet the Expert Sessions are live webinars conducted by SAP experts covering SAP Enterprise Support services and SAP Solution Manager. Recorded versions are available in the Replay Library.
Tutorials provide practical hands-on instructions in order to enable you to make or change system settings.
And finally, the Best Practices will get you up to speed on how to leverage the SAP Enterprise Support services for your daily business.
Visit us at the SAP Support Portal – SAP Enterprise Support Academy

17. GETTING STARTED with Innovation and value realization Drive innovation and get more value from your SAP investment
Innovation and value realization SAP Enterprise Support provides a wide range of services and tools to help you realize more business value and to accelerate the adoption of new innovations.
The third pillar INNOVATION AND VALUE REALIZATION with SAP Enterprise Support is designed to help you unlock the business value of existing investments in a way that makes it easier for you to introduce new innovations in a swift manner.
Besides SAP Solution Manager we will also introduce the Customer value experience tools.
Customer value experience tools Realize value opportunities by leveraging available tools focused on innovations and business outcomes.
SAP Solution Manager
Efficiently manage IT and smoothly introduce new functionalities for meeting business requirements.
SAP Enterprise Support Advisory Council
Co-innovate with SAP to become an early adopter of support innovations and to help improve the support offering.

18. GETTING STARTED with Innovation & Value Realization Customer Value Experience – Engagement Tools
Starting Point: Pathfinder Assess your situation and identify potential value
Detailed Innovation and Improvement Recommendations Identify relevant innovations and optimize TCO
Experience Measure success and value realization
Business scenario recommendations for SAP S/4HANA
Simplified business processes with SAP S/4HANA
SAP Fiori apps library & recommendations Enable new user experience
SAP Innovation and Optimization Pathfinder Innovation recommendations, Industry benchmarks and recommendations for business and IT to optimize SAP solutions
New: SAP Support Insights Report Support scope & usage, outlining value opportunities Please request via Customer Interaction Center or Support Advisory
Innovation Discovery Improvements, enhancements and new functionality for SAP products
Customer Value Experience tools help customers discover and experience the value from SAP software innovations and maintenance.
The Customer Value Experience tools are available as a scalable self-service or as part of Customer Value Experience engagements, and provide the perfect foundation for impactful, smart and efficient customer engagements.
SAP Solution Manager value report IT TCO optimization with SAP Solution Manager
SAP Transformation Navigator Build a product roadmap for your digital transformation journey

19. GETTING STARTED with Innovation & Value Realization Release Information

20. GETTING STARTED with Innovation & Value Realization SAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council enables you to become an early adopter of the latest support innovations and to directly influence SAP’s offering in a meaningful way based on your own requirements.
Co-Investment
Co-Innovation
Close Collaboration
Discuss and share ideas with SAP experts and other customers in SAP Enterprise Support value maps and remote & onsite workshops
Customer
Pilot new offerings
Direct feedback
Transparency
SAP
Direct influence
Expert access
Early adopter
Your innovation channel to exclusively access the latest support deliverables, and to influence SAP's support offerings in a meaningful way.
The program is focused on the development and improvement of SAP Enterprise Support and SAP Preferred Care. By joining, you get access to an exclusive circle enabling you to become an early adopter of the latest support innovations and to profit from a bigger investment from SAP's side (such as hands-on expert advice).
Visit us at the SAP Support Portal – SAP Enterprise Support Advisory Council

21. GETTING STARTED with Mission-critical support Reliable end-to-end support across all deployment scenarios
Mission-critical support Regardless of your deployment scenario and the issues that may arise, a cornerstone of SAP Enterprise Support is mission-critical support that provides rapid collaboration with support experts.
SAP ONE Support Launchpad
Access to support resources in a single, intuitive interface. By using customizable role profiles, the launchpad displays only relevant applications and insights to help ensure an efficient and user-friendly experience.
24x7 availability
Count on our support 24 hours a day, 7 days a week, 365 days a year and profit from the features of the Next-Generation Support approach.
Service-level agreements
Rely on minimized business disruption and accelerated problem resolution thanks to best-in-class service level agreements for a timely initial reaction and a corrective action.
Coming to the fourth area of SAP Enterprise Support, an essential area for your daily business, the MISSION-CRITICAL SUPPORT.
Regardless of your deployment scenario and for whatever issues arise, a cornerstone of SAP Enterprise Support is mission-critical support that gets you the attention you need at the speed you expect.
This means accelerated problem resolution, fewer business disruptions, and less unforeseen downtime so that you can keep operating at peak performance.
Here we will provide you and overview on topics like Service Level Agreement (SLA) and escalation handling. In addition we will cover the incident creation part.

22. GETTING STARTED with Mission Critical Support SAP ONE Support Launchpad
Performing support tasks is simplified by user-centric applications that are accessed through one central entry point: the SAP ONE Support Launchpad.
Overview
Benefits
Access
Preview
The SAP ONE Support Launchpad provides a user-centric entry point for all SAP Customers and Partners - independent of their SAP solution
More than 70 applications around Service & Support! And more to come.
Watch the video
Register for your Demo today!
Easy access to applications and information according to the users role.
Pro-active and guided
Simplified UI based on SAP Fiori
Global Search for quickly finding answers, support assets, and fast inter-application navigation
Strong Favorites Concept
Holistic overview of your support assets in one place
Direct access via:
Access via the SAP Support Portal
Access via QR-Code: :
Performing support tasks is simplified by user-centric applications that are accessed through one central entry point: the SAP ONE Support Launchpad. The launchpad provides access to task-driven support resources in an intuitive interface. By using customizable role profiles, it displays only the relevant applications and insights to ensure an efficient and user-friendly experience.
Mobile
Desktop

23. GETTING STARTED with Mission Critical Support Next Generation Support
Next-Generation Support is an approach which uses innovative tools and services to help you get assistance anytime, anywhere – from any device.
Self-service and incident prevention +
Real-time interaction Expert Chat, Schedule an Expert
SAP support today
Industry-leading proactive and preventive support across all deployment scenarios
Next-Generation Support
Groundbreaking support for the digital enterprise
Next-Generation Support has several comprehensive solutions – so you never have to ask a question, and if you do have a question, you receive an answer instantly.
We offer real-time support channels with live and direct access to SAP’s support experts, creating a faster and more direct route to issue resolution – anytime, anywhere, and from any device.
Benefit from a seamless and intuitive omnichannel support experience with personalized, context- sensitive support when and where you need it.
SAP constantly innovates to improve our products and provide you with a world-class support experience. As thought leaders, we aim to provide you with state-of-the-art support including machine learning and cognitive computing driven services.
Digital support experience Seamless integration with built-in support
Machine learning and cognitive computing
For further details please visit the SAP Support Portal

24. GETTING STARTED with Mission Critical Support Service-Level Agreements
The service-level agreements commit SAP to a timely initial reaction and delivery of a resolution within a fixed period of time to accelerate support for your most critical business needs
Incident Priority 1 2
Accelerated problem resolution for productive system incidents and critical projects
Minimized business disruption and reduction of unforeseen downtime
Reduced financial impact of support issues
Initial Response Time*
1 hour
4 hours**
Ongoing Communication
1 hours
6 hours
For whenever issues arise, SAP Enterprise Support provides mission-critical support that gets you the attention you need at the speed you expect. Underlying our commitment to you are explicit service-level agreements. For “very high” customer incidents, we will respond within one hour and provide a fix, workaround, or action plan within four hours after the initial response. For “high” customer incidents, we provide an initial response within four hours.
Through mission critical support, SAP Enterprise Support provides
Accelerated problem resolution for productive system incidents and critical projects
Minimized business disruption and reduction of unforeseen downtime
Reduced financial impact of support issues
Resolution Targets
(Resolution / Work-around / action plan)
4 hour
n/a
Click here to view the SAP Cloud Support Policy with SLA details 
*) Initial response time for prio 1 for on-premise & cloud product related issues 1hr, cloud operations ~0,5hr (24x7 worldwide);
**) Prio 2: only during SAP’s local office time

25. GETTING STARTED with Mission Critical Support Customer Incident
Create customer incident with following content (SAP Note ):
Choose installation and system number
Select the correct component/system/product/installation (see SAP KBA for Cloud incidents):
Selecting an incorrect system/product or installation for the incident may have negative impact on the processing of the incident you submit
The support contract depends on the installation, and if an incorrect system/product is selected, different SLA’s and resulting different processing times will apply to the incident.
Enter S-user/person getting the error message
Provide a meaningful short text description and a step-by-step description including navigation and description of expected results
Add screenshot of error message and inform about any SAP Notes Search which was done
Open service connection and provide login data (SAP Note )
Carefully select the incident priority (SAP Note 67739)
Record only one issue per incident (SAP Note 50048)
For any problem with this application create an incident under component: “XX-SER-SAPSMP-IBX”
Additional Information
SAP Support Portal:
Incidents
Knowledge Base
PDF:
Support Essential: What a Customer Should Know About SAP Incident Processing
Useful SAP Note
– Perfect Customer Incident: What a customer should know about SAP incident processing with Launchpad
This slide explains you how to create the “Perfect” Customer Incident
You should, for example:
Choose right installation and system number
Select the correct component
Then create a meaningful short text description of the problem, document the specific workflow for the issue and your analysis
Provide screenshots of the error message and inform about any SAP Note Search which was done
Open service connection and provide login data
And finally, select an appropriate priority level according to SAP Note 67739
Please remember to just record only one issue per incident as recommended under SAP Note 50048

26. How to enhance the foundation
SAP Preferred Care / SAP Preferred Success Enhancing the foundation
Proactive and preventive support
Customer success manager | Product expert access | Additional success checks | Enhanced service-level agreements
Across all deployment options
SAP Enterprise Support The foundation
On top of the SAP Enterprise Support agreement, which represents the SAP Support Foundation, SAP offers further enhanced support.
While the foundational support focuses on standardized and scalable delivery for your day-to-day business, SAP Preferred Success focuses on enhanced proactive and a more personalized support.
With the support of SAP experts, as part of SAP Preferred Success, you will benefit from innovative support:
The Customer Success Manager will provide individualized guidance, coaching and best practices for solution adoption to run your organization at peak efficiency – with reduced operational costs and moving forward with the innovations that drive better performance.
With the Product Expert Access you are enabled to collaborate with experts giving you additional advice whenever needed. You can address your needs proactively which helps to ensure positive business outcome.
Additional SAP delivered remote services and proactive checks enable you to unlock the business value of existing investments and introduce new innovations in a swift manner to maximize your success.
SAP Preferred Success also includes an enhanced Service Level Agreement which provides accelerated issue resolution to ensure operations quality improvements in order to minimize business disruption and unforeseen downtime.
On-premise
Hybrid
Cloud

27. SAP Preferred Success Plan Enhancing the Foundational SAP Enterprise Support, Cloud Editions
Success Resources
Learning Resources
Advanced Support
Metric-driven consumption planning
Guided onboarding & proactive safe-go live approach
Engagement tracking checkpoints
SAP Preferred Success community
Collaborative and optimized release planning for new features
Enhanced success and engagement reporting
Access to additional focused learning components such as exclusive webinars
Support on the execution of the adoption roadmap
System administrator and end user trainings
Access to testing best practices
Advanced service-level agreements for faster issue resolution
Prioritized handling of top issues
SAP Preferred Success
Recommended success plan for public cloud customers
Here you can find an overview on the advantage of enhancing the Foundational SAP Enterprise Support, Cloud Editions with SAP Preferred Success.
SAP Preferred Success provides exclusive access to resources for accelerated adoption of your cloud solution, role-based learning, and enhanced incident handling. It is built around three fundamental principals. They are success, learning and support.
Success Resources Maximize the value from the solution with expertise and proactive activities that make sure your teams are loving their technology experience.
Learning Resources Designed to deepen your product knowledge, whether you are an administrator or end user, you will leverage these resources throughout the entire engagement.
Advanced Support Minimize business disruption to make your organization more efficient. Support starts from day one.
Proactive checks
Access to product expertise
SAP Enterprise Support value maps
Schedule-an-Expert* and Meet-the- Expert sessions
Release update information
Self-service onboarding, product road map information & reporting
Learning resources from the SAP Enterprise Support Academy
SAP Help documentation Portal
Service-level agreements
24x7 mission-critical support
SAP support knowledge base / notes
Next-Generation Support features
End-to-end support across solutions based on SAP ONE support approach
Global support backbone
SAP Enterprise Support, Cloud Editions Foundational success plan

28. SAP Preferred Success Realizing value through every stage of your solution experience
Onboard
Utilize
Optimize
Guided Onboarding
Getting Started with SAP Preferred Success. We want to ensure you get the most out of your engagement with us. Learn about your entitlements and benefits as a SAP Preferred Success customer.
SAP Preferred Success Community
Join the SAP Preferred Success Community to collaborate with other SAP cloud users and SAP subject matter experts. Leverage the community to get help, share ideas, and connect with others.
Proactive safe-start approach
Attend a safe-start go-live webinar check to decrease the administrative effort and increase assurance before go-live.
Advanced target service-level agreements
Benefit from quicker initial response times and resolution targets for non-defect issues through enhanced target SLAs. You’ll get these from contract signature through the lifetime of your subscription.
Prioritized handling of top issues Prioritized 24/7 handling of P1 and P2 issues.
Metric-driven consumption planning Realize better business outcomes. Proactive alerts to the SAP Preferred Success teams trigger when your solution and features are underutilized. We then orchestrate success resources on your behalf.
Collaborative and optimized release planning for new features Prepare for and execute a successful release. Expect proactive notification on release timelines and resources. You’ll then receive release notes based on your environment and get suggestions for relevant training.
Testing best practices
Learn the best in testing practices as you prepare for your quarterly release and establish a test strategy.
Exclusive, focused learning components Leverage the collaborative learning community to gain insight from other users. Access webinars with experts to increase knowledge and understanding on technical and functional topics.
System administrator and end-user trainings
Receive relevant and timely training to increase skills of end-users and administrators.
Peak-time planning
Receive invites and access to exclusive webinars that cover best practices for peak-time planning, such as your employee performance or accounts receivable cycles.
Enhanced success and engagement reporting Access reports and dashboards regarding the engagement and productive use of the solution throughout the entire lifecycle.
Engagement tracking checkpoints Access success resources to answer questions related to critical issues, reporting, and best practices. You can reach out proactively via the CALL-1-SAP line during business hours.
During your initial welcome and onboarding period, we will introduce you to the value of SAP Preferred Success, provide access to guided onboarding resources in our SAP Preferred Success Community and make you aware of the learning content that is relevant for the early stages of your implementation project.
Your entitlements within Preferred Success include quicker response times, prioritized incident handling, collaboration tools, and access to SAP functional expertise through our platforms and webinars.
Once you are live, you enter the “Utilize” phase. During this phase we shift the focus to help you through a successful release and effectively maximize and sustain adoption of your SAP cloud solutions.
During this phase, you can expect relevant proactive guidance and information regarding:
Quarterly release planning
Early Warning adoption alerts, e.g. top features, end-of-life features, top features not enabled…
Solution-specific release content
Through SAP Preferred Success, you will accelerate your return and ensure your processes are optimized and more efficient. You will keep your teams up-to-date on the latest innovations in releases and learn the latest testing, process, and product best practices from SAP.
After you’re onboarded to Preferred Success, and utilizing and administering the existing solution with ease, you will be ready to optimize.
Through SAP Preferred Success, you can secure your investment for the future by accessing reports and dashboards regarding your engagement, plan for cycles or events when your system is hitting peak performance and usage, and maintain better access to support expertise from SAP. Let us help you avoid incidents and get faster issue resolution when issues do arise.

29. SAP Enterprise Support, Cloud Editions
SAP Preferred Success Advanced Support: Target Service-Level Agreement
Enjoy prioritized 24/7 handling of Priority 1 and Priority 2 issues. Benefit from quicker initial response times and resolution targets for non-defect issues through enhanced target SLAs, which are included with SAP Preferred Success. You’ll get these from contract signature through the lifetime of your subscription.
SAP Enterprise Support, Cloud Editions
SAP Preferred Success
Priority
Initial Response Time
Resolution Target 1
1 hour (RT)
4 hours (RT) 2 -
2 hours (RT)
3 BD 3
1 BD
4 hours (OH) 4
2 BD
Get the best help when and where you need it with support features for the SAP Preferred Success plan. If something goes wrong, we are here to help you with our solution experts.
SAP Preferred Success enhances the support delivered through SAP Enterprise Support, cloud editions.
Enjoy prioritized 24x7 handling of Priority 1 and Priority 2 issues. Benefit from quicker initial response times and resolution targets for non-defect issues through enhanced target Service Level Agreements, which are included with SAP Preferred Success.
RT= Real time, OH= Office hours, BD= Business day
Click here to view the SAP Cloud Support Policy with SLA details

30. Thank you.

31. Appendix

32. GETTING STARTED with Collaboration Useful Links and SAP Notes (1/4)
Contact us (CALL-1-SAP / CIC)
(SAP Note Customer Interaction Center: Hotline Numbers & Addresses )
SAP Enterprise Support Report
SAP One Support Launchpad
Collaboration
On-Premise sample Enterprise Support Report (short version)
SAP Support Backbone
SAP Service Marketplace
SAP Support Portal
SAP Community
SAP S/4HANA Cloud Community
( Personal Demo)
SAP Enterprise Support Value Maps
This slide lists many useful links and notes which have been presented in the COLLABORATION section.

33. GETTING STARTED with Empowerment Useful Links and SAP Notes (2/4)
SAP Enterprise Support Academy
SAP Learning Hub
Quick guide
Short video: How to sign up for the SAP Learning Hub
Short video: How to search in SAP Learning Hub
Delivery Formats
This slide lists many useful links and notes which have been presented in the EMPOWERENT section.

34. GETTING STARTED with Innovation & Value Realization Useful Links and SAP Notes (3/4)
Customer value experience tools
SAP Innovation and Optimization Pathfinder
Customer overview presentation
Business Scenario Recommendations for SAP S/4HANA
Solution Manager Value Report
Innovation Discovery
SAP Fiori Apps Library & SAP Fiori Apps Recommendations
SAP Enterprise Support Advisory Council
This slide lists many useful links which have been presented in the INNOVATION & VALUE REALIZATION section.

35. GETTING STARTED with Mission Critical Support Useful Links and SAP Notes (4/4)
SAP ONE Support Launchpad
Next Generation Support
Service-Level Agreement
Customer Incident
Support Essential: What a Customer Should Know About SAP Incident Processing (PDF)
SAP Note – Perfect Customer Incident: What a customer should know about SAP incident processing with Launchpad
This slide lists many useful links and notes which have been presented in the MISSION CRITICAL SUPPORT section.

36. Useful Links and SAP Notes
SAP Preferred Success
SAP Preferred Success Community
Join the community by registration on the SAP Preferred Success Enablement Portal
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details
Next Generation Support
Knowledge Base Article on how to configure notification for new or changed SAP Notes or SAP Knowledge
Guided Answers Video
Guided Answer - Search
Knowledge Base - Search
SAP ONE Support Launchpad
Cloud Availability Center
This slide lists many useful links and notes for SAP Preferred Success