Lost In SAP Support Space 2014Kristen Scheffler & Christopher Vozella - SAP Americas

SESSION CODE: 0402

Introduction to the new SAP Support Portal

Best Practices on how to interact with SAP Support

Future direction of SAP Support

LEARNING POINTS

If applicable, highlight any aspect of your presentation that can contribute to a significant ROI. Omit slide from presentation if necessary.

RETURN ON INVESTMENT

List one or more practices that can be obtained specific to your topic area.

BEST PRACTICES

Deep Dive on New SAP Support Portal

Learn how to provide Support Portal Feedback

The Future of SAP Customer Experience

Strategic Initiatives of SAP Support

How you can add your value

KEY LEARNING

FOLLOW US

Follow the ASUGNews team:Tom Wailgum: @twailgum

&Courtney Bjorlin: @cbjorlin

For all things SAP

Agenda

Introductions to your hosts

The SAP Support Portal – NEW!

FREE, yes FREE Education!

Social Media and SAP Support

Key Take Home info on SAP Support – still awake?

Open Forum

Introductions to your hosts!

Christopher M. Vozella

Kristen Scheffler

@KrScheffler

@cvozella1

Poll time!

How many of you use the SAP Support Portal:

1. Daily2. Weekly3. Monthly4. I try not to5. What’s the SAP Support Portal?

Does this sound familiar to you?

We have spent ages to find a patch or software updates on your portal. It is really

a big mess!

I have difficulty identifying which licenses I need to

upgrade and need to speak with someone

directly.

How about you at least make the logout link available on all

pages so I can exit the support portal?

The web site is unfriendly. It doesn't function.

I shouldn’t have to "try" to open a service connection 27 times in order to get a

successful connection

A new SAP Support Portal – Simplifying your experience

New URL and how to provide Feedback

http://support.sap.com

DEMO

DEMO

Interest in participating in redesign?

We Want YOU!

FREE, yes FREE Education!

http://support.sap.com/esacademy

Poll time!

How many of you use social media:

1. Personally

2. Professionally

3. Both personally and professionally

4. I don’t use social media

Leverage Our Social CommunityLeverage Our Social Community

Leverage Our Community:

SAP Community Network:

http://scn.sap.com

SAP Product, Support, & fellow customers contributing

Follow SAP Support & related topics

Product Support: @SAP_GSupport

Customer Experience: @SAPSupportCE

SAP Product Support: https://www.facebook.com/SapProductSupport

Key Take Home Info on SAP Support – still awake?

Contacting the Customer Interaction CenterThe customer interaction center (CIC) is

available 24 hours a day, 7 days a week,

365 days a year, and it provides a central

point of contact for assistance with non-

technical queries such as:

• Resetting S-user passwords

• Navigating in SAP Support Portal

• Speeding up customer messages

• Escalating customer messages

http://support.sap.com/contactus

Incident Priorities & SLA’s Priority Definition Service Level

AgreementFollow Up

Very High

• A productive system is completely down. • The imminent go-live or upgrade is jeopardized. • The customer's core business processes are seriously affected. • A workaround is not available.

Initial Response – 1 hrCorrective action* – 4 hrs (Fix, Workaround, or Action Plan )

Contact GSCI/CIC :

- GSCI/CIC are initial 1st contacts to speed up incident.

- After 4 hours for valid Production Down you can request discussion with SAP Oncall Duty Manager.

High • Normal business processes are seriously affected • Necessary tasks cannot be performed • Inoperable or incorrect functions in the SAP system

Initial Response – 4 hrs - Contact GSCI/CIC for Speed Up.- If potential Very High add business

impact for consideration.

Medium • Normal business processes are affected • Inoperable or incorrect functions in the SAP system

No SLA - Contact GSCI/CIC for Speed Up.- If potential High add business impact

for consideration.

Low • Issue has little or no effect on business processes • Inoperable or incorrect functions which are not required daily or are rarely used

No SLA - Customers don’t generally use this Priority and no follow ups expected.

SAP Escalation Paths & Roles

Product Support Solution Support

Roles:• Processor

Assignment, Ownership, Acceleration

• Action Plan/Service Level Agreement Compliance

• Incident Escalation

Criteria:• All SAP Incidents

To Engage:• Global Support Contact

Customer Interaction Center

Roles• Drive SAP parties

towards Issue resolution

• Provide regular status updates to Customer and SAP Management

Criteria:• 1-5 HIGH SAP Incidents• Critical Situations

To Engage:Internal Judging Request

Roles• 24 x 7 Root Cause

Analysis (RCA)• De-Escalation for

Premium Engagement ( PE )

• Duty Manager• Evaluate issues for

possible Global Escalation

Criteria:• Priority 1 / Very High

To Engage:• Automatic for Premium• Judging Request for all

others

Roles• Global Escalation is

triggered as a last resort when other means for de-escalation have failed

• Often involves onsite team to resolve the situation

• Significant business impact to Customer and/or SAP

Criteria:• The Most Critical Situations

To Engage:• Internal Judging Request

Message Solving Mission Critical Support & Service Delivery

Criticality and Customer Segment

Critical Incident Management

Incident Escalation

Management

Root Cause Analysis Global Escalation

Open Forum

Questions? Comments? Suggestions?

Please provide feedback on this session by completing a short survey via the event mobile application.

SESSION CODE: 0402

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