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What are the support processes and how do you go about resolving an issue that has arisen?
Find a solution to an issue by searching SAP’s many platforms which are listed below:
However, if that proves unsuccessful, you can create a case via Get Support (Cases, Expert Chat...) and submit it to SAP.
Upon reaching SAP, first level support will investigate the issue. If a solution is already documented in an SAP Note or SAP Knowledge Based Article (KBA), the case will be returned to you with the attached solution, and your issue will hopefully be solved.
If first level support cannot find a known solution, the case will be escalated to SAP developers at the second level of support. These developers investigate the issue, create, and test a solution, and document it in an SAP Note. This note is then provided to you through the case. Once the issue is resolved, you can close your case.
SAP’s goal is to investigate and document a solution and share it with customers through SAP Notes and KBAs. This approach makes it much easier for you to find an immediate solution, reducing the time you are impacted by any issues with your SAP software.
You have a case in SAP for Me and need to escalate this case?
You can reach out to the Customer Interaction Center (CIC) to escalate your case. To request an escalation or a speed up in the processing of a support case you will be asked by the team to provide Business Impact.
The importance of Business Impact
Business impact serves as a tool used by SAP engineers to prioritize cases. If two cases are reported for the same technical issue, business impact helps determine which case should be processed first. It is a description of the issue from a non-technical perspective.
When the Engineering Team is prioritising tickets or the Escalation are evaluating an escalation request, it is always the Business Impact Statement which is the focal point.
Business Impact Questions
Business impact questions are not technical and are related to the consequences the issue has on the company: for example, for issues happening in Production these are some of the questions SAP would ask:
Is core business functionality severely affected?
Is there an acceptable workaround?
How many users are affected?
What is anticipated financial loss to the business due to the issue in question?
Also please note that for Very High cases, you will be asked to provide a 24/7 contact person. SAP engineers will be working around the clock to solve the issue as quickly as possible and will need someone available to answer any details which may need to be confirmed with you.
For a full list of business impact questions please refer to KBA 1281633 - Speed Up Processing of a Case - SAP for Me
Also please refer to the KBA below to learn more about our escalation process
90835 - SAP Case Escalation Procedure - SAP for Me
Thanks for reading and we look forward to being able to assist you with any escalation or issue you may have!
We hope you found this useful. Please note that the Customer Interaction Center is always happy to guide you on any of the mentioned processes and assist you with any queries you may have.
If you have any questions, please post in the Q&A (Question & Answer) section here: All Questions in Customer Experience | SAP Community and All Questions in Support Services | SAP Community
Read more #Customer Interaction Centre blogposts Here!
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