When you have a problem with your SAP software, the usual approach is to search for answers to your problem on...
the SAP website and in the SAP Notes system and then create a support incident. But creating and tending to a support incident can be time-consuming. SAP support services provide other options besides opening a support incident.
Here are some other ways to use SAP support services:
- Ask for help from the community on SAP Answers or in the SAP tag on Stack Overflow. Just make sure to read the Stack Overflow rules about what type of questions are appropriate and advice on creating a Minimal, Complete and Verifiable example first. And remember, these are community sites; you are not entitled to help finding an answer. So, be nice, and thank those who help you by marking correct and helpful answers.
- Expert Chat and Schedule an Expert are newer options from SAP support services that have been added over the last year or so. They can get you answers faster in some scenarios; though, for more complex questions, you'll probably end up writing an incident. You can access these newer SAP support services on the SAP Support contact page.
- Also on that contact page are options for contacting SAP's Customer Interaction Center. It is useful if you feel that an incident you have filed is not getting the necessary attention. Options listed on the page are chat, phone and email, but if you use Twitter, I've had very good luck dealing with the official Twitter account: @SAPSupportHelp.
- Smaller, product-specific communities -- some public and some private -- are available on platforms like LinkedIn, SAP Jam and Slack, as well as through user groups like ASUG (Americas) or DSAG (Germany, Austria and Switzerland). If your work focuses on a specific product or functional area, seeking out and participating in these communities can provide a gold mine of resources.
- And if you're unhappy with the official SAP support services or just want to know what's out there, looking into third-party support may be worthwhile for your company.
If you're only using written SAP support incidents, then cultivating and pursuing these other options could significantly improve the timeliness and quality of answers to resolve your issue.
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