SAP Support - with expertise at your side
Second-Level Support and Third-Level Support
SAP offers a whole range of services and tools here. The switch to SAP S/4HANA is an opportunity for customers to further differentiate, optimise and innovate. Examples include SAP S/4HANA Adoption Starter, Business Scenario Recommendations, SAP Transformation Navigator, SAP S/4HANA Readiness Check and extensive benchmarking with the help of SAP Innovation & Optimisation Pathfinders. As part of our SAP Enterprise Support, our customers receive active expert help and a structured approach using SAP Value Maps. The SAP Mission Control Centre helps our customers with complex issues to integrate our new solutions such as SAP S/4HANA. It collects experiences from early adopters and implementations at customers, where complex hybrid solutions with large data volumes are built. With this project experience, we are expanding our maintenance offering, for example with Meet-the-Expert Sessions of the SAP Enterprise Support Academy. We also publish best practices for analysis and quick solutions to technical problems in SAP Knowledge Base Articles.
Moreover, artificial intelligence has the potential to further reduce the response time for technical questions. We are already working on scenarios to use machine learning algorithms in support. The starting point for all our innovations is always the needs and feedback of our customers. We also involve customers in the development and pilot phases.
SAP Help Portal
SAP also wants to facilitate the transition to SAP Cloud powered by SAP HANA for users. SAP assures users that they can focus on the real business and "leave the orchestration of continuous processes to the provider.".
SAP Cloud ALM starts with the implementation portal for SAP S/4HANA Cloud. It is expected to be available in the fourth quarter of 2018 with the next release of SAP S/4HANA Cloud. SAP plans to extend SAP Cloud ALM beyond implementation support for SAP S/4HANA Cloud with a roadmap for the entire application lifecycle of all SAP cloud products to be available by 2021. The implementation portal for SAP S/4HANA Cloud supports customers in defining the scope of implementation, with Fit-to-Standard Workshops, the configuration of SAP S/4HANA Cloud and tracking the progress of the project. SAP Cloud ALM is designed to complement SAP Solution Manager, SAP's leading ALM solution for on-premise applications. With the introduction of SAP Cloud ALM, customers can select the most suitable SAP ALM solution for them, ensuring a fast implementation and optimal operation of their SAP solutions. SAP Cloud ALM is available to all Enterprise Support customers based on their existing contract.
Tools such as "Shortcut for SAP Systems" are extremely useful for SAP support.
Any support request that we receive will only be completed after positive feedback from the user.
In this form of knowledge transfer, the specialist user works independently according to the workflow scheme configured in the SAP system.