Support Essentials:
What a Customer Should Know About SAP Incident Processing
April 17, 2015
Customer
Support Essentials:
What a Customer Should Know About SAP Incident Processing
SAP AGS Product Support
April 17, 2015
Customer
Agenda

SAP Support Basics

How to Search for a Solution

Tools that Supports you

How to Create an Customer Incident

How to Speed Up and Escalate an Incident
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
3
SAP Support Basics
Our Mission
Run Simple with SAP Service and Support
Anticipate. Accelerate. Collaborate.
If you have questions,
You should
never have to
it’s fast and easy
ask a question.
to get answers.
We anticipate your
needs, providing
feedback into product
development,
documentation, and
testing to help ensure
intuitive, high quality
products.
Accelerate your path to
accurate answers with
notable improvements to
SAP Product Support
Knowledge.
It’s easy to get
expert help when
and where you need
it.
Expert engineers
collaborate with you to
ensure your success, Get
fast, easy access to highly
skilled experts..
SAP Support Basics
SAP Support Backbone
SAP Service Marketplace
SAP Community Network
Central access to services, software,
and consulting
SAP’s professional social network comprises several
collaborative communities
SAP Support Portal






SAP Notes search https://support.sap.com/kb-incidents/notes.html
SAP Incident wizard https://support.sap.com/kb-incidents/incident.html
SAP Software Distribution Center
Administration of remote connections
License key and requests
SAP service and software catalog
https://support.sap.com/home.html
SAP Developer Network (SDN)
Business Process Expert (BPX)





Discussion forums, blogs, and videos
Quick access to expert advice
Online trainings
Software downloads
Dedicated SAP BusinessObjects sections
http://scn.sap.com
For a personal demo, please register here: http://service.sap.com/portaldemo
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
6
SAP Support Basics
SAP Incident-Solving Process at a Glance
Customer
SAP
Incident occurs
Search for solution
Solution
not found
Create customer
Incident
Development
Support
Support Center
Investigate the
Incident
Solution
not found
Hand over
Incident
Develop and test solution
Create a new SAP Note
Solution found
Solution found
Incident
solved
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Solution provided
Contact SAP Customer Interaction Center:
http://service.sap.com/supportcenters or via SAP Note 560499
Customer
7
SAP Support Basics
What is support?

There is a new error/defect in the software;

An error/defect in the software causes new subsequent errors;

Unexpected results or other errors occur due to incorrect documentation;

When implementing corrections and following the correction instructions, problems occur;

Custom Code issues (applicable to Enterprise Support customers only, in a productive environment for emergent cases): For custom code
that was developed in an SAP Development environment and has met the SAP custom code standards (run-Support, no build-Support)
Find out more: SAP note 83020 - What is consulting - What is support?
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
8
SAP Support Basics
What is consulting?

Any inquiry concerning implementation, including sizing, installation and upgrade, errors resulting from installation or upgrade, integration
and best practices;

Any question on configuration/customization/designing including any configuration not mentioned in the SAP product documentation or 3rd
party product documentation;

Any questions or issues due to incomplete customization;

Any inquiry concerning the processing logic of the software or the business processes (questions regarding the transactions, programs,
screens and the contents of screens, printouts, etc.);

Any question concerning administration/optimization including performance tuning, optimizing databases, load balancing, archiving, recovery
and any other 3rd party applications. Any training questions including product use, best practices and how-to questions;

Questions on errors that are caused by a modification to the system;

Find the
outdocumentation
more: SAP note
83020
- What
is consulting
- What
support?
Any inquiry concerning whether
is clear
from the
short text
or from the help
text ofisthe
system error.
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
9
Agenda

SAP Support Basics

How to Search for a Solution

Tools that Supports you

How to Create an Customer Incident

How to Speed Up and Escalate an Incident
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
10
How to Search for a Solution
SAP Note Search and SAP Knowledge Base Articles – Search Mask
The SAP Note search allows you to find solutions to known issues.
Directly access the SAP Note search via: https://support.sap.com/kb-incidents/notes.html
Directly show a note
Load an already saved
template
Enter your
keywords
Choose between Linguistic and
Exact search
Save your search
as template
Get a detailed Search Option
description via the Help button
Start the
search
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
11
How to Search for a Solution
SAP Note Search and SAP Knowledge Base Articles – Search Results
Search result
You can also restrict the search
results by using some more search
terms
SAP TopNotes
Note: Additionally, you can use
SAP xSearch (see following slides)
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
12
How to Search for a Solution
SAP xSearch – Search Mask
SAP xSearch is a knowledge base search tool to quickly look up your search term across several repositories.
Directly access SAP xSearch via: https://support.sap.com/kb-incidents/xsearch.html
Enter your keywords
Note: Not all repositories are available in German or Japanese.
The default settings depend on the language chosen in MyProfile
and can be changed here: http://service.sap.com/myprofile.
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
13
How to Search for a Solution
SAP OneSearch – Search Result
Note: You can filter the result list by various criteria using the
Narrow down feature
Best Bets
SAP Enterprise Support Academy
Search results
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
14
How to Search for a Solution
Tips and Tricks
Restrict the search to the relevant system and technical parameters
(search using product version, system data, or software component)
Generic search using * in different positions:
BEFORE
 *search term
AFTER
 search term*
BEFORE/AFTER
 *search term*
BETWEEN
 search*term
Be aware of alternative search methods (advanced syntax, AND/OR concatenation, and so on)
Access this topic directly: https://support.sap.com/kb-incidents/notes.html or https://support.sap.com/kb-incidents/xsearch.html
For problems or further questions, you may open an incident under the component XX_SER-SAPSMP-ACC.
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
15
Agenda

SAP Support Basics

How to Search for a Solution

Tools that Supports you

How to Create an Customer Incident

How to Speed Up and Escalate an Incident
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
16
SAP Tools that Supports you
ANST Tools (Automated Note Search Tool)
Automated Note Search Tool Training / Demo
1818192 - FAQ: Automated Note Search Tool
1778716 - Advanced Note Search Tool
1915529 - ANST: New transaction code
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
17
Performance Assistant Notes & KBAs Search Tool
PANKS is an acronym that stands for Performance Assistant Notes and KBAs Search and as its name implies, it’s a new tool that searches for SAP notes and KBAs
from the performance assistant based on the ABAP error code and context.
Whenever you get an error message, the performance assistant is there to help you:
This is the famous performance assistant that comes along
with ABAP error messages.
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Looking more closely to the performance assistant, you will
notice there is a new button:
Customer
18
Performance Assistant Notes & KBAs Search Tool
Click on it and you will get kbas and notes related to the error code that are relevant to your SAP
Netweaver system. In the example 3G 103:
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
19
Agenda

SAP Support Basics

How to Search for a Solution

Tools that Supports you

How to Create an Customer Incident

How to Speed Up and Escalate an Incident
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
20
The Perfect Customer Incident
Content of an Incident
1. Installation and system number (including SID)
2. Select the correct component
Try to make the selection with subcomponents
3. S-user/user/person getting the error message
4. Step-by-step description including navigation and description of
expected results
Access the topic directly via this quick link:
https://support.sap.com/kb-incidents/incident.html
5. Screenshot of error message
6. Open service connection
For any problem with this application, create an incident under
component XX-SER-SAPSMP-IBX
Additional videos:
7. Send login data (SAP Note 508140)
8. Carefully select the priority of an incident
For very high-priority customer incidents, you need to fill in the business
impact. All questions need to be answered; otherwise, the processor might
lower the priority.
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
•
How to create a "Perfect Customer Incident" in SMP - YouTube
Video
•
How to request to close customer Incident - YouTube Video
•
How to search for old Incidents in SMP - YouTube Video
Customer
21
The Perfect Customer Incident
Issue Description and Steps to Reproduce – Complete Information Provided
Scenario
Steps to reproduce
Connections opened
Find out more: SAP note 1228776 - How to efficiently report a problem
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
22
The Perfect Customer Incident
Issue Description and Steps to Reproduce – Complete Information Provided
Scenario
Issue Description
Screenshots
Find out more: SAP note 1228776 - How to efficiently report a problem
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
23
Incident Creation via SAP Incident Wizard: Very High/High Priority
Incident – Business Impact

Go-live endangered: what is the current phase of the project?

Please detail the milestones dates of the project;

How many scenarios are affected by this issue?

How many consultants are affected?

What is the percentage of invoices not generated?
Find out more: SAP note 1281633 - Speed Up Processing of a Customer Incident
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
24
The Perfect Customer Incident
SAP Customer Incident Priority and Criteria
SAP Note 67739 explains how to use the different incident priorities and provides information about what must be done
to ensure prompt processing of incidents with the priority “very high”.
Very High Priority Incident (P1)




A productive system is completely down or
The imminent go live or upgrade is jeopardized
Core business processes are seriously affected and
A workaround is not available!
Business impact required:
SAP Note 90835
High Priority Incident (P2)

Normal business processes are seriously affected
Medium Priority Incident (Default Priority)
Low Priority Incident
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
25
The Perfect Customer Incident
Business Impact: Example of Very High (Production System Down - Portal)
This is a very urgent issue seriously affecting our employees’ ability to logon to the Portal. We are in
the final week of Benefits Enrollment which is due to be completed by March 6th, 2015.
There is currently no workaround, and this is impacting about 7500 employees worldwide.
Additionally, it will have an impact on our ability to calculate payroll deductions accurately if not
completed on time.
Find out more: SAP note 1281633 - Speed Up Processing of a Customer Incident
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
26
The Perfect Customer Incident
Business Impact: Example of Very High (Critical Core Business Process not working)
Business impact provided on March 4th
This is a very urgent issue seriously affecting our ability to complete our Financial Close and file
quarterly taxes which are due on March 6, 2015. If not resolved, this could have severe financial impact
from a regulatory compliance perspective.
Delays could result in fines of approximately $100,000/day. There is currently no workaround and 25
people are impacted from our Controller’s organization.
Find out more: SAP note 1281633 - Speed Up Processing of a Customer Incident
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
27
The Perfect Customer Incident
Business Impact: Example of Very High (Go-live endangered)
Business impact provided on March 4th
Pending GoingLive is at risk. Going live to production on March 7th.
Going live with SCM 7.0 SP11. Issue is a showstopper with no workaround in place. Project is at standstill.
Without this support pack upgrade, we will lose the ability to create packing lists and bill-of-ladings for the
trucks. In some of our locations, an accurate bill-of-lading is a legal concern. 2 internal and 10 external
consultants are at standstill. If the GoLive is missed it will cause a financial impact of US$2 million per day
as a result.
Find out more: SAP note 1281633 - Speed Up Processing of a Customer Incident
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
28
Keeping track of incidents
Incident Status

Not Sent to SAP – An incident was created but not yet sent to SAP. This incident will be found in Inbox > Draft.

Sent to SAP – An incident was sent to SAP. This incident can be found in Inbox > Sent Items. Once you have sent the incident to SAP, you
cannot change it but you can add further information and re-send the incident to SAP.

In Process at SAP - The incident is in process at SAP. This incident can be found in Inbox > Sent Items. You can add further information
and re-send the incident to SAP.

Customer Action - SAP asked the customer to take actions or to provide more information. The incident will be found in Inbox > Customer
incidents> Customer action.

Solution Provided - SAP proposed the solution in the reply and in the attached SAP Notes. If you are not satisfied with the solution you can
send the incident back to SAP. The incident can be found in Inbox > Customer incidents.

Confirmed - The incident was confirmed and, therefore, closed by the customer and can no longer be reopened. Confirmed incidents are no
longer displayed in the Inbox but can be accessed using the Search option in Inbox > Customer incidents.

Confirmed Automatically - The incident was confirmed automatically. Refer to 'Automatic incident confirmation'.
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
29
Customer Contracts and Service Level Agreement
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
30
The Perfect Customer Incident
Content of an Incident
1. Installation and system number (including SID)
2. Select the correct component
Try to make the selection with subcomponents
3. S-user/user/person getting the error message
4. Step-by-step description including navigation and description of
expected results
Access the topic directly via this quick link:
https://support.sap.com/kb-incidents/incident.html
5. Screenshot of error message
6. Open service connection (or LOP)
For any problem with this application, create an incident under
component XX-SER-SAPSMP-IBX
Additional videos:
7. Send login data (SAP Note 508140)
8. Carefully select the priority of an incident
For very high-priority customer incidents, you need to fill in the business
impact. All questions need to be answered; otherwise, the processor might
lower the priority.
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
•
How to create a "Perfect Customer Incident" in SMP - YouTube
Video
•
How to request to close customer Incident - YouTube Video
•
How to search for old Incidents in SMP - YouTube Video
Customer
31
Line Opener Program
Process Overview: Semi-Automatic Opening
•
•
•
•
SAP can access a system at customer side faster and even at
times (for example, nights or weekends) when it is difficult to reach
contact persons at customer side or in case of serious problems.
Communication costs can be reduced (for example, when using
an ISDN connection) because the network connection is only
opened for the time needed.
Customers can allow semi-automatic opening on system level for
each system.
Every time a service connection is opened, you are informed via email and the action is stored in the log book.
Process steps
1. SAP employee requests access to a customer system.
2. Request is replicated to SAP Service Marketplace.
3. Line Opener Program (LOP) regularly checks the SAP Service
Marketplace for requests.
4. When receiving a request, LOP opens the network connection (email notification is sent out).
5. SAP employee can now connect to customer's system via given
SAProuter-SAProuter infrastructure.
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
For more information, please read SAP Note 797124.
Customer
32
SAP Service Marketplace
How to Create an Incident Through SAP Service Marketplace Incident Wizard
How to Rate an Incident Through SAP Service Marketplace
The Perfect Customer Incident
How to Create an Incident (1/5)
The SAP Incident Wizard allows you to report an incident to SAP.
Directly access the Incident Wizard via https://support.sap.com/incident.html.
Use the System Search by
selecting Product/Installation/
System
Choose a
Recently Used System
from the list
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
or
Customer
34
The Perfect Customer Incident
How to Create an Incident (2/5)
Enter a search term
Select a component
(F4 help available)
Note: Select With Subcomponents if you would like to
include them into the search
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
35
The Perfect Customer Incident
How to Create an Incident (3/5)
Search results: Check if appropriate SAP
Note is available to solve the issue
Alternatively, you can
restrict the search result
Here you can start a search in the SAP Developer Network
forums
Optionally, you can:
1. Start a new search
2. Save your search result
3. Report an incident by choosing the Create incident button
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
36
The Perfect Customer Incident
How to Create an Incident (4/5)
Select the
priority
Maintain Access Data and
Service Connection
Enter short text, long text, and a
detailed description of steps to
reproduce the issue
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
37
The Perfect Customer Incident
How to Create an Incident (5/5)
Enter attachments like error message, system view, and so on
If you have already checked/implemented a
relevant note, enter the information in this
section
Enter further contacts for
this Incident
Enable or disable
the notification for
this Incident
Send Incident to
SAP
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
38
The Perfect Customer Incident
Maintain My Notifications and Newsletter Subscriptions
How to get notified via e-mail or SMS when Incidents are updated on SAP Service Marketplace
Check SAP Note 1292299 for more information.
Maintain your Basic Settings &
SAP Notification Service Settings
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
39
SAP Solution Manager
How to Create an Incident via SAP Solution Manager
How to Rate an Incident via SAP Solution Manager (Positive Call Closure)
LOP Functionality Within SAP Solution Manager
SAP Solution Manager – Create Incident
Process Overview
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
41
Application Incident Management
New in SAP Solution Manager 7.1

New user interface

New transaction types

Use of assignment blocks in the new transaction types

Support of old transaction types in SAP Solution Manager 7.1

1613908 - Old Transaction Types in SAP Solution Manager 7.1

Separated Guided Procedures

(as of SAP Solution Manager SP10)
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
42
SAP Solution Manager – Create Incident
Report an incident via self-service in SAP Solution Manager IT Service Management (ITSM) UI


Prerequisite:

User/business partner/support role

System is configured
Procedure

TXN crm_ui or sm_crm

In the Web UI, choose
Create Incident
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
43
SAP Solution Manager – Create Incident
Report an incident via self-service in ITSM UI

Choose Transaction Type.

Enter problem description, Reporter, Priority, Comments.

Continue with the SAP Collaboration assignment block .

Create a Incident in SAP Support Backbone.

Before sending a Incident to SAP, we recommend SAP xSearch.
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
44
SAP Solution Manager – Create Incident
There is no need for multiple entries of the problem description.
The Customer COE employee can select the end user’s problem description via Insert Existing
Text – please see screenshot below.
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
45
SAP Solution Manager – Positive Call Closure (PCC)
Procedure in the Web Client UI
1.
Choose Edit in the SAP Collaboration block.
2.
Choose Confirm at SAP.
See KBA 1845437 – Positive Call Closure Questionnaire with SAP Solution Manager
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
46
SAP Solution Manager – Create Incident
Report an incident via Self Service WorkCenter UI

TXN sm_workcenter: This will open the WorkCenter in a Internet browser.

TXN solman_workcenter: This will open the WorkCenter embedded in a SAP GUI screen.

Incident Management  New Incident
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
47
SAP Solution Manager – Create Incident
Report an incident via Self Service WorkCenter UI
Forward incident to SAP via Self Service WorkCenter UI
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
48
SAP Solution Manager – Create Incident
Forward incident to SAP via Self Service WorkCenter UI
Procedure in Self Service WorkCenter UI
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
49
LOP with SAP Solution Manager 7.1
Integration of LOP functionality in SAP Solution Manager with SP10:

LOP runs as a program on the ABAP stack of SAP Solution Manager.

It can be started automatically during system startup.

It can be scheduled to run periodically as a batch job.
Benefits:

Automatic start during system initialization

Platform independency

More customizing options
See Setup Guide attached to SAP Note 797124 – LOP – Line Opener Program
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
50
Closing Incidents Confirm and Auto Confirm & PCC Process
Customer Satisfaction with SAP’s incident handling
SAP Proposed Solution/Confirm
When a solution has been provided for a customer incident
and the solution is accepted by the customer, the incidentsolving process is completed as follows:
•
SAP Proposed Solution
If the support engineer is able to provide a qualified solution,
the Incident is put into status SAP Proposed Solution.
•
Confirmed
The customer is able to manually confirm the incident by
putting it into status Confirmed. Afterward, the PCC survey
Why this matters?
allows the customer to give feedback on the particular
incident and support experience.
- SAP captures your feedback with each
confirmed incident
- SAP analyzes that feedback and takes
action to improve process & product
PCC is your direct feedback channel to SAP Support. When you confirm an incident, you can tell us what you liked about the service
and what you think should be improved. SAP uses this information to refine and adapt the incident-solving process. In this way, you
can influence SAP Support and benefit from SAP’s improved service. More information is available via www.service.sap.com/pcc.
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
52
Close Incident
Confirm Automatically
Automatic Confirmation
Incidents of status 'Customer action', 'In process by cust.', 'Partner-Cust. Action' or 'Solution proposed by
SAP' are automatically confirmed after a certain period of time. The confirmation date depends on the
priority of the incident.
Example: an incident with priority 1 (very high) is automatically confirmed, if it has not changed within 14
days. You find the detailed periods of time for the automatic incident confirmation in the following table:
Priority
Very High
Period of time
14 days
High
21 days
Medium
45 days
Low
45 days
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
53
Agenda

SAP Support Basics

How to Search for a Solution

Tools that Supports you

How to Create an Customer Incident

How to Speed Up and Escalate an Incident
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
54
Customer Interaction Center
Your Central Point of Contact
Customer Interaction Center (CIC)
Provides a central point of contact, 24x7, with queries such as:
- Questions and issues around s-user
- SAP Service Marketplace navigation – SAP Support Portal
- Acceleration and escalation of SAP customer incidents
- Entry channel to SAP Enterprise Support advisory center for
mission-critical support
Contact the Customer
Interaction Center
Via telephone, e-mail ,or
customer incident:

SAP Note 560499
Or via online Web form:

Support Centers
For further details,
please refer to:
Customer
Interaction Center
YOU
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
•
Support
Advisory Center
SAP Active Global Support
Customer Interaction
Brochure
Customer
55
Accelerate an Incident
When Issues Become More Urgent
Accelerate
What justifies an acceleration?
To avoid negative business impact, the problem solving becomes more urgent.
 See SAP Note 67739 for more information on priorities of problem incidents.
What can you do?
Call the SAP Customer Interaction Center (CIC).

Local CIC numbers (available 24x7) can be found via:
SAP Note 560499 or Service Marketplace
Ask to speed up the incident by explaining the business impact.
What you can expect

Customer Interaction Center (CIC) takes care of:

Analysis of the options to speed up the incident
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
56
Escalate an Incident
Incident Escalation via Customer Interaction Center
Escalate
What justifies an escalation?
Critical incident
occors
To justify an escalation you need to explain the business impact!
Find more information in SAP Note 90835
Criticality has changed:
Go-live now imminent and jeopardized - Business impact now severe
What can you do?
Contact SAP’s Customer Interaction Center
Contact CIC
Escalation team
takes over
Please be prepared to provide the following information:
1. Productive system:
 Is the core business severely affected? (financial loss)
 Is there an extensive manual workaround?
 How many users are affected?
 How long has the problem been going on?
2. Test/development system:
 Which project?
 Live date, product, and release?
 Showstopper: yes/no
 Is the go-live date affected?
3. Point of contact:
 Work phone number (no 800x)
 Cell phone number and e-mail address
What you can expect
SAP solves
the issue
SAP incident escalation team ensures:
 Intensified attention and additional activity of support resources
 Increased coordination of internal incident handling
 Involvement of SAP Development or back office, if needed
 Execution of action plan and frequent feedback
Key tip: Specifically ask to have the Escalation flag set and make sure system access is available and contact is named!
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
57
Give Feedback to SAP
Complaints About Support or a Product
Complain
What justifies a complaint?
After the confirmation of an incident , the customer wants to reach SAP about his or her dissatisfaction with:
Customer is
dissatisfied

Any of SAP’s support services (incident solving, remote services)

SAP products in general
What can you do?
Contact SAP’s Customer Interaction Center
Contact CIC
Please provide a detailed description of the issue (complaints must be in a written form).
What you can expect
SAP takes care of the issue:
Complaint team
takes over
Continuous
improvement

Acknowledgement of complaint receipt within 24 hours and analysis of complaint reasons

Involvement of responsible manager and processor for a detailed technical analysis

Establishment of necessary steps to avoid such incidents in the future

Provision of final statement

Recording and categorization of all complaints to detect weakness tendencies in quality of product and support
provided

Based on these findings, management ensures continuous improvement
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Customer
58
Useful information
Check your data via List Contact Persons With Important SAP Support Functions:
http://support.sap.com/users-authorizations => “See important contacts”
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
59
Useful SAP Notes
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
60
Useful Links for SAP Solution Manager
Topic
Quick Link
Support Welcome
https://support.sap.com/home.html
Connect to SAP
http://service.sap.com/access-support
Create Customer Incident
https://support.sap.com/kb-incidents/incident.html
Data Administration
http://service.sap.com/system-data
SAP Community Network
http://scn.sap.com
SAP Notes Search
https://support.sap.com/kb-incidents/notes.html
Support Portal
https://support.sap.com/kb-incidents/notes.html
Line Opener Program (YouTube)
http://www.youtube.com/watch?v=c-cHAq8oVLY
SAP Customer COE
http://service.sap.com/coe
Your Customer COE Contact -> via List Contact Persons
With Important SAP Support Functions
http://service.sap.com/user-admin
http://service.sap.com/rkt  SAP Solution Manager 7.1  IT Service Management
http://help.sap.com/solutionmanager71  Application Help  IT Service Management
https://service.sap.com/alm  Application Lifecycle Management  Incident, Problem & Request Management
https://service.sap.com/instguides  SAP Components  SAP Solution Manager  Release 7.1  6 Additional Guides
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
61
Questions & Answers
Thank you
© 2015 SAP SE or an SAP affiliate company. All rights reserved.