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Our latest customer satisfaction survey confirmed us in terms of fast response and high solution competence. In the survey, our customers were repeatedly satisfied with our services. They gave us the overall score "very good.".
SAP Support supports all types of dependencies, whether on-premise, cloud or hybrid. The requirements of our customers are constantly changing - especially with regard to the end-to-end support experience. We recognised this early on and reinvented SAP Support. As already stated: With this "next-generation support" we are enabling our customers to gain greater access to our knowledge pool via self-services. Customers can ask their questions with us in real time, in direct interaction with our support experts. We also work to integrate support into our solutions. And to shorten the time from question to answer using artificial intelligence and machine learning.
Where do you see SAP support in 2025?
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.
When the implementation project is successfully completed, your SAP systems begin operating. Whether SAP ERP, SAP S/4HANA, decentralised World Cup or decentralised EMM: We can support you well beyond the project duration if required. We tailor our support offer to the individual needs of your company and IT department. Even after the project, the same consultant or consultant who also implemented the project will be happy to support you as you already know your environment, customising and developments. In addition to handling faulty tickets and incidents and resolving incidents, we are also available to answer questions about the basic configuration during operation, monitoring and optimisation of your processes, and inserting system upgrades or patches.
Some missing SAP support functions in the standard are supplied by the PC application "Shortcut for SAP Systems".
Our vision is to have omnichannel access to our support, and to continue to develop new tools and pioneering solutions in co-innovation with our customers.
Our SLA offers multiple levels of support for systems and business applications.