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Dedicated Support Teams
While Application Management Services is focused on the SAP system and the process optimisation in the ERP system, SAP Support addresses sudden bugs or problems and resolves them immediately. The support team is the first and direct contact of your employees and can take care of the solution of the error that occurred immediately. The AMS team then determines whether this error occurred only once or whether the process in the SAP system should be generally adjusted. Agents respond to customer requests for defined Service Level Agreements (SLAs).
SAP ONE Support is not a separate support offering. It does not incur any additional costs and is provided via the existing SAP Enterprise Support offering. SAP ONE Support includes and complements SAP Enterprise Support. SAP companies SuccessFactors and Ariba already have a similar level of support. The basic offer can be supplemented by the premium offers SAP ActiveEmbedded and SAP MaxAttention. With the consistent support via SAP Enterprise Support and an optional unified cooperation model via SAP ActiveEmbedded and SAP MaxAttention for all solutions, SAP offers consistent support for all solutions, regardless of the operating model. SAP ActiveEmbedded and SAP MaxAttention for On-Premise solutions can be supplemented with premium support offerings from SuccessFactors or Ariba for cloud solutions.
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Scope of SAP Support Services: The following services are included with SAP Support. These can of course be expanded and customised as needed.
For access to the customer area you need your user and password. Here you will find the latest versions of your licenced software as well as all manuals and documentation.
The "Shortcut for SAP Systems" tool is an excellent tool for handling many tasks in SAP Support more easily and quickly.
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SAP® SE checks and certifies the quality of SAP® partner support and service within the framework of the so-called "Support Authorisation".