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

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

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

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

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

Follow the ASUGNews team:
Tom Wailgum: @twailgum
&
Courtney Bjorlin: @cbjorlin
For all things SAP

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

Kristen Scheffler
@KrScheffler
Christopher M. Vozella
@cvozella1

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

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

A new SAP Support Portal – Simplifying your experience

New URL and how to provide Feedback

DEMO

Interest in participating in redesign?

FREE, yes FREE Education!
http://support.sap.com/esacademy

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

Leverage Our Social Community
Leverage Our Community:

SAP Community Network:
 http://scn.sap.com
 SAP Product, Support, & fellow customers contributing

Follow SAP Support & related topics
 Product Support: @SAP_GSupport


Customer Experience: @SAPSupportCE
SAP Product Support: https://www.facebook.com/SapProductSupport

Key Take Home Info on SAP Support – still awake?

The customer interaction center (CIC) is available 24 hours a day, 7 days a week,
365 days a year, and it provides a central point of contact for assistance with nontechnical queries such as:
• Resetting S-user passwords
• Navigating in SAP Support Portal
• Speeding up customer messages
• Escalating customer messages http://support.sap.com/contactus

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

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

Open Forum
 Questions?
 Comments?
 Suggestions?

Please provide feedback on this session by completing a short survey via the event mobile application.
SESSION CODE: 0402
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