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Take a closer look at our Success Experience offers
With "Next-Generation Support", SAP promises its customers self-service components, digital interaction with support in real time, a particularly good digital customer experience, for example through build-in support with the help of SAP CoPilot, and the use of innovations such as AI and Machine Learning. Objective: Enquiries should be answered in real-time, as far as possible, as a prerequisite for real-time business models. At the DSAG Annual Congress 2018, I wanted to know from Andreas Heckmann, Head of SAP Support, what support services SAP customers will need in the future, how SAP will support end-to-end digital processes in hybrid systems, where the differences between ECC and SAP S/4HANA support requests lie, and what impact innovations (machine learning, AI, predictive analytics, ...) have on SAP support.
With SAP Solution Manager, an application lifecycle management tool, your users can submit service requests, errors, notices, or problems directly to us. Our support staff then remotely handle message handling and problem resolution.
Integrated Introduction Activities:
The communication path with SAP will also be simplified, across the entire solution landscape. In this way, SAP wants to ensure a uniform presence across all channels. In addition, SAP wants to optimise and extend support through new and innovative cooperation models. The free telephone number "Call 1 SAP" is planned for this purpose. This will be available in the second quarter of 2014.
At the beginning of January 2020, the new support backbone became mandatory. Anyone who is unsure whether the SAP support connection is running properly does not have to rely on their own solution manager alone. The new support launchpad extension, "Status of Support Connectivity," provides an overview.
Some missing SAP support functions in the standard are supplied by the PC application "Shortcut for SAP Systems".
For this reason we carry out regular health checks of your system.
The offer can be revised and extended at any time.