— INTERNAL — SAP Incident Management GLOBAL ERP DOMAIN Andrea Naef, Global ERP Center of Expertise Doc. Ref. 9AAD135023 Rev J — SAP Incident Management Overview • SAP Support Process • SAP Support Offerings • Customer Incident Process • Message Escalation Process February 1, 2023 Slide 2 — SAP Incident Management SAP Support Process • If solution can’t be found, ABB’s support will open a Customer Incident at SAP using the Support Portal. https://launchpad.support.sap.com/#/incident/solution 24/7 • Product support at SAP solves issue and provides solution. • If Product support can’t provide solution, incident will be handed-over to SAP Development Support. • Proposed solution will be shared with ABB’s support organization. ABB’s support organization implements solution and closes customer incident. • Use “Expert Chat” of “Schedule and Expert” functionality to get in contact immediately. February 1, 2023 Slide 3 Support Essentials: What every Customer should know about SAP Incident Processing Local business hours • Upon occurrence of an incident related to our SAP landscape, ABB’s own support organization (superuser or keyuser, AMS provider) will search for a solution using the available KBA sources. https://support.sap.com/notes — SAP Incident Management Support Offering: Product Support for Large Enterprises (PSLE) Mission Critical Support (excerpt from PSLE Software Maintenance Contract) 1 .3 .3 Global Message Handling (Troubleshooting) • The customer service ticket (problem message) is in English, and SAP provides support for the customer in response to customer service tickets (also known as problem messages) by providing information on how to remedy, avoid, or work around the problem. The primary channel is the support infrastructure provided by SAP. The customer can send customer service tickets any time, any day. All contacts working on problem solving can always track the progress status of problem messages (tickets). • The customer has a suitably skilled English-speaking employee at hand so that the customer and SAP can communicate if SAP assigns the customer service ticket to an SAP support center in another country . In exceptional circumstances the customer can also contact SAP by telephone. SAP can only provide support if the customer provides remote access in accordance with C.1 .3 .5 . Whatever day of the week they are entered, SAP will begin working on customer service tickets rated very high priority (for the priority definitions, see SAP Note 67739 ) with in 24 hours of receipt, provided the following conditions are satisfied: February 1, 2023 Slide 4 Otherwise, SAP begins to work on customer service tickets as follows: • Where the fault prevents operation: If a customer service ticket is entered in the system before 12 noon in the Local Business Time, work on it begins not later than the next working day; where a customer service ticket is entered after 12 noon in the Local Business Time, work on it begins not later than the day after the next working day . • Where the fault significantly impedes operations, work begins on the customer service ticket reasonably soon – in the light of the severity of the impairment – after the customer service ticket is entered in the system. • Other faults are corrected in the next release of the SAP Software. This definition applies per default to all our SAP environments. — SAP Incident Management Support Offering: Premium Engagement / ActiveAttention Priority of Error Message Description (see SAP Note 67739 for detailed information) SLA for Initial Response Time SLA for Corrective Measures 1 Very high An error message is assigned priority 1 when the occurrence of the error seriously impacts Customer’s usual business processes and prevents urgent, mission-critical tasks from being performed. Immediate processing of the message is needed because the malfunction can cause serious losses. Such messages generally have the following causes: • Failure of the entire system • Errors in primary SAP system functions in the production system • Extremely critical situations for Customer regarding SAP software upgrades and implementation of SAP software 1 hour 7 x 24 hrs 4 hours 7 x 24 hrs 2 High An error message is assigned priority 2 when the occurrence of the error seriously impacts Customer’s usual business processes and prevents important tasks from being performed. Such errors are caused by faulty, non-executable functions in the SAP system that are a prerequisite for executing such transactions and/or tasks. Immediate processing of the message is necessary because the malfunction can have a serious impact on Customer’s overall business operations. 4 hours (local regular working hours) No 4.5 SAP Service level 4.5.1 Service Level Agreement (SLA) In addition to the Product Support for Large Enterprise services as stipulated in the Agreement SAP offers only for the ActiveEmbedded Services supported installations as defined in Article 3 a Service Level Agreement for initial reaction time and a Service Level Agreement for corrective action as defined below (both referred to as “SLA”). The SLAs apply for all messages that SAP accepts as being priority 1 or 2 and which fulfill the prerequisites described below. To the extent the SAP Software contains products and/or software components licensed by SAP from a third party, SAP requires the respective support of such third party to meet the SLA’s. The time frames as specified in the table below shall commence upon SAP’s receipt of the message. February 1, 2023 Slide 5 This SLA is reserved for a defined number is critical systems only. For more information, please get in contact with ERP CoE — SAP Incident Management Incident Creation Notes Search: https://support.sap.com/ Contact Support: https://support.sap.com/en/contact-us.html Notes Search Report Assistant Intelligent Notes Search for Solution Report Incident Describe Issue in Detail Expert Chat Complete Incident Schedule an Expert Submit Incident Report Incident: https://launchpad.support.sap.com/#/incident/create February 1, 2023 Slide 6 — SAP Incident Management Creating Customer Message • Search for solution in • SAP Support Portal https://support.sap.com/ • or SAP Community https://answers.sap.com/index.html • or simply google the error http://google.com • Enter Incident Subject and provide detailed description of issue including full error message • Step-by-step description including navigation and description of expected results (reproducible example) • Upload Screenshots of error message and any other useful information • List all SAP Notes consulted unsuccessfully to solve issue • Login to SAP Support Portal https://launchpad.support.sap.com/#/incident/create • Create Customer Message (Incident) containing • Select correct priority of message (SAP Note 67739) • List contact person(s) including phone and e-mail address, enable notification • Customer number and system ID • Open remote service connection • Enter Contact Person, update contact details (if necessary) • Provide remote login data (SAP Note 508140) • Select Product Area (will start a dialog with Support Assistant) • Enter SAP component February 1, 2023 Slide 7 — SAP Incident Management Message Priorities Message Priorities Business Impact for High and Very-High Messages • Select message priority according to severity of issue Production Systems • Default priority is MEDIUM • Is there an acceptable workaround? • Select priority HIGH (P2) if normal business processes are seriously affected • Is core business functionality severely affected? • Select priority VERY HIGH (P1) if • production system is down • an immediate go-live or upgrade is jeopardized • a core business process is seriously affected • a workaround is not available • Priority HIGH and VERY HIGH requires explanation of business impact (SAP Note 90835 and 1281633). February 1, 2023 Slide 8 • What is anticipated financial loss to the business due to the issue in question? • How many users are affected? • How does this issue affect the GoLive date? Pre-Production Systems (DEV, Test, UAT) • Is there an acceptable workaround? • What is the anticipated date of release to the user community? • Will this issue delay the scheduled release date to the user community? • What is anticipated financial loss to the business due to the issue in question? • How many users are affected? — SAP Incident Management Incident Management Analyze & Solve Incident Proposed Solution or Request for Info Analyze Solution Revert back to SAP List of Incidents: https://launchpad.support.sap.com/#/incident/list February 1, 2023 Slide 9 Implement Solution Close Incident — SAP Incident Management Incident Escalation SAP TQM Request for Feedback Global ERP CoE Request Change of Priority Request Speed-up Request Escalation Chat or Call CIC Analyze & Solve Incident Proposed Solution or Request for Info Analyze Solution Implement Solution Revert back to SAP Contact CIC: https://support.sap.com/en/contact-us.html February 1, 2023 Slide 10 Close Incident — SAP Incident Management Incident Escalation Things to consider • Notification to message processor at SAP is sent only if there was a change of ticket status. • If status of ticket was not changed, sending “Info for SAP” will not trigger a notification to the message processor. • In such a cases, contact CIC to request Feedback or Speed-up February 1, 2023 Slide 11 — SAP Incident Management Acceleration / Escalation Process If a customer message sent to SAP is not handled with the expected attention, always contact the Customer Interaction Center (CIC). CIC is available 24/7 across all time zones. Typical Reasons for calling CIC https://support.sap.com/en/contact-us.html • Incident needs to be speed-up • Update needed on Incident status (request for feedback) • Incident needs change of priority • Incident needs to be escalated Specifically ask to «have the escalation flag set» and make sure that system access is provided, and a contact is named! This service is available 24/7 for all countries. You can call the CIC by phone. Phone numbers are available in SAPnote 560499 . If there is a severe incident, please inform also Global ERP CoE. February 1, 2023 Slide 12 In all cases you will have to describe the business impact (SAPnote 1281633). And please consider that this applies to Product related incidents only, Consulting or Service messages cannot be escalated! — SAP Incident Management Key Points and Tips • Usually, SAP reacts on “Very High” Incidents within 1-2 hours independent of contractual agreements. • Provide always detailed error descriptions (there can’t be enough information - reproducible example). • Make always sure remote system connection is enabled. • Make always sure remote user access is provided with the appropriate authorizations. • Inform SAP in the ticket that system access has been provided. • Include contact information in the incident (phone number), especially if the S-user is not personalized. • If you have a problem during a go-live on a weekend, always open a «Very High» incident and immediately call the CIC for follow-up. • Make use of the “newly” available functionality of «Expert Chat» and «Schedule an Expert» . February 1, 2023 Slide 13 — SAP Incident Management Useful SAPnotes Report issue to SAP Issue is becoming more critical • Global Support Customer Interaction –telephone, fax, e-mail # 560499 • SAP incident escalation procedure # 90835 • Contacts @ SAP # 16481 • Speed Up Processing of a Customer Incident # 1281633 • Priorities of problem incidents # 67739 • How to speed up customer incident processing # 984434 • Structure of components in SAPNet –SAP R/3 front end # 36677 • Customer incident –customer log-in data # 508140 Product Enhancement Requests • 24-hour support not possible in this language # 32736 • Submit your ideas for Product Enhancement https://ideas.sap.com • What is consulting? What is support? # 83020 Feedback to SAP • Quality Assurance Process SAP Global Service & Support # 736045 Incident @ SAP • Priority 1 support generally available # 46742 • Processing of customer incidents in English # 873046 • Japanese: short text maintained in English # 69459 • Several questions reported in one incident # 50048 February 1, 2023 Slide 14 The Perfect Customer Incident Support Essentials: What every Customer should know about SAP Incident Processing — SAP Incident Management Access to SAP Support Portal S-User Requirements Profile Settings • Access to SAP Support Portal with S-User • Check User Details for correct phone number(s) and E-Mail address • First / Last Name • E-Mail address (ABB) • Landscape scope (system, customers) • Authorization role “Message Processor” required February 1, 2023 Slide 16 • Check Message Notification settings. — February 1, 2023 Slide 17
