Flexible and individual support models
Functional Application Support
If a failure occurs, we commit to fix it or find a temporary solution within a strict timeframe defined by the SLA. With critical functions of the system this can even be 4 hours!
SAP Support supports all types of dependencies, whether on-premise, cloud or hybrid. The requirements of our customers are constantly changing - especially with regard to the end-to-end support experience. We recognised this early on and reinvented SAP Support. As already stated: With this "next-generation support" we are enabling our customers to gain greater access to our knowledge pool via self-services. Customers can ask their questions with us in real time, in direct interaction with our support experts. We also work to integrate support into our solutions. And to shorten the time from question to answer using artificial intelligence and machine learning.
Learn more about our three-level support process
Through the SAP ONE Support Launchpad, customers can find the status of support connectivity in the My Landscape application. The Status of Support Connectivity app displays the data collection status for the customer's on-premise landscape.
Achieving your business goals is our priority. Our flexible on-site and remote support provides you with competent development, methodology, centralised planning and resources for the areas where you need them most, using best-practice ITIL processes.
Use "Shortcut for SAP Systems" to accomplish many tasks in SAP Support more easily and quickly.
By 2017, the ten employees in the central IT Services department in Wuppertal, supported by a number of Indian colleagues, were in charge of all the systems and users of the group.
The transition to the support team of Salt Solutions in Würzburg was launched parallel to the rollout in China.