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What are my options for SAP support services?

Learn about the many other online resources -- both inside SAP and in the broader tech community -- for finding answers to your questions before starting a support ticket.

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 to gain the SAP expertise you're after:

  • Use easily accessible SAP-specific online forums to ask questions. 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.
  • Reach out to SAP enterprise support experts online for help. 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.
  • Follow-up with support to make sure your incident is being addressed. 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.
  • Join online communities of the SAP products you use. 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.
  • When all else fails, try third-party options. 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.

This was last published in December 2017

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