Product Support

Customer Interaction Center

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Real-Time Interaction
Customer Interaction Center

The Customer Interaction Center (CIC) is one of the interfaces between customers and the SAP support organization. It is
available 24 hours a day, seven days a week, 365 days a year, and provides a central point of contact for assistance with nontechnical
queries.

Access Preview
Overview Benefits
§ Existing customer incidents You can access CIC from the SAP
§ Available 24 hours a day,
enquires, e.g. Status Support Portal or through SAP ONE
7 days a week, 365 days
requests, speed up request, Support Launchpad
a year
escalation requests § Chat with CIC
§ Service menu to select a
§ SAP ONE Support Launchpad specific product area, § Call CIC Direct Access
and SAP Support Portal including SAP Ariba, SAP § E-mail CIC
navigation and applications, Concur, SAP Fieldglass, SAP Support Portal
Learn more here:
e.g. User management, SAP Qualtrics SAP
license key request Success Factors § Interactive Video Package
§ S-User and SAP Universal ID § Toll-free number
§ SAP Support Portal
administration, e.g. Unlocking accessible in most § Reference Guide
users, authorization help, and countries through landline § Webcasts
password reset phones and some mobile
§ #ASKCIC Support Videos
§ Remote service requests providers
SAP ONE Support Launchpad
§ CIC Blogs SAP Communities

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User Management
Super Administrator Cloud Administrator

A super administrator is responsible for maintaining Cloud administrators have all authorizations that are required to
authorizations for all S-user IDs in the company. fulfill all tasks in the SAP ONE Support Launchpad at the
highest possible level for selected SAP cloud products.

Main tasks include: SAP creates the first S-user for new SAP SuccessFactors
customers and assigns this user the authorizations.
Ø Creating new S-user IDs
Ø Deleting S-user IDs FAQs on user authorizations:
Ø Defining additional administrators
Ø Request license keys at § https://support.sap.com/user-admin
http://launchpad.support.sap.com/#/licenseke
§ Learn about the user, authorization and the administrator concept
Ø Granting authorizations for all applications on the
SAP ONE Support Launchpad
Useful resources:
Ø Maintain system data at
http://launchpad.support.sap.com/#/systemdata
§ 1271482- How does a Super or User Administrator request new users
or delete users

§ 1511008 - How to assign or edit authorizations for a S-User ID

§ 1614304 - How a Super Administrator can use the Copy User's

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How to Download Software
Access to SAP software

Software licenses and S-user IDs are associated with a specific customer
number. To download software from the SAP ONE Support Launchpad on
the tile “Software Downloads”, you must use an S-user ID from the same
customer number to which the license is assigned.

If you do not have the correct authorization: “download software” for

this, contact your super administrator.

SAP Software Download Center:

https://launchpad.support.sap.com/#/softwarecenter

Have you encountered an issue with the SAP Software Download

Center?

If you encounter problems with the SAP Software Download Center,

please report an incident using component
XX-SER-SAPSMP-SWC.

FAQs as well as helpful SAP Notes and SAP Knowledge Base Articles are
available from https://support.sap.com/swdc

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How to Request a License Key
When requesting a license key you will be prompted to select
the installation, then you will need to create a new system or
select an existing one.

To request license keys your S-user ID will need the Contact CIC if:
authorization “Request License Keys”.

You can check your authorizations under “My Profile”. To extend ØYou need assistance with requesting a license key
your authorization, please contact an SAP user administrator in
your company. ØYou are unsure which installation to use

Information on how to request license keys for specific products ØYou need advice on how to create or delete systems
can be found on the SAP Support Portal at
https://support.sap.com/licensekey.
ØYou need advice on how to purchase
Additional information is also available in SAP Notes additional licenses/product

§ SAP Note 94998 - Business Suite Requesting license keys and

deleting systems ØClick to Watch Video on How to Request
§ SAP Note 1251889 - License key request for SAP Analytics License Key
Solutions
§ SAP Note 1686864 - License Keys for Sybase products

For common queries around requesting of license keys please visit us

Help section on the SAP Support Portal.
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System Administration
The following information is only applicable for on-premise installations.

• When you purchase an SAP product, a new installation is created.

• It contains one or more systems, which represents the computer on which

you installed your SAP product.

• Most support applications rely on up-to-date system data to improve service

quality. With quality system data, repeated data input becomes unnecessary.

Authorization Required: Edit System Data

Further documentation and help is available from https://support.sap.com/system-

data

How CIC can help:

S-user authorizations: We will verify your S-user and help you get the
authorizations you need to use the application.

In case of any issues related to system data, please report an incident using
component: XX-SER-SAPSMP-SYS.

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How and When to Engage
Follow Up
ü Contact SAP via the Customer Interaction Center.

ü It is always good to check the status at the SAP Support

Portal before contacting SAP.

ü Providing valid business impact will always help us to

prioritize the matter for you.

Analyze Report
ü Provide system connections and contact details
ü Ensure that the issue has been analyzed and a for the best technical contact in your company.
reproduction procedure is known.

ü For very high priority incidents be sure to provide

ü Search the SAP Knowledge Base and check the SAP a 24x7 contact.
Community for all possible resolutions before creating
an incident.
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Incident Management
Report an Incident
If you experience a problem or an error with SAP software or third-party
software licensed through SAP, SAP recommends that you first try the SAP
Knowledge Base Search which spans multiple repositories, including SAP
Notes, SAP Knowledge Base Articles, SAP Community discussions and blogs,
and more.
If you require further assistance, please use our Expert Chat or Schedule an
Expert or create an incident on the SAP ONE Support Launchpad.
To create an incident on the launchpad, you must have an S-user with
appropriate authorizations
§ Report an incident
§ Send incidents to SAP
§ Close incidents
§ Display incidents
and you need to click the “Contact SAP Support” button on the result page on
the bottom right of the screen.
The “Report an Incident” form will be launched and guide you through the
process. Make sure that you complete all fields when creating the incident.
Register for live Incident Management Support Webcasts or
view On Demand: https://webinars.sap.com/sap-support/en/home
Product Support Accreditation program enables you to make the
best out of SAP’s product support tools and Real-Time Support
offerings
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Application information and other useful links are available on the right side of the screen to
provide further documentation andassistance.
Create one customer incident per issue or problem. If you require further assistance, contact us
at: https://support.sap.com/contactus
Speeding Up the Processing of an Incident
After submitting an incident, you can contact CIC to:
§ Get additional information about the status of an incident
§ Speed up the processing of an incident
§ Change the priority of an incident
§ Request escalation of an incident
We will ask you to describe the business impact.
SAP Note 1281633 - Speed Up Processing of a Customer Incident outlines additional
information required for the evaluation of the issue reported in the incident from a business
perspective.
Information about the non-technical or business impact is required for all requests:
§ Is the production system down?
§ Are users affected? If yes, please explain.
§ What is the planned date for production to go live?
§ Which stage of the project are you working on?
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Support Offerings and Remote Services
Your company can purchase various support offerings from SAP. Depending on
the support program your company has purchased, you are might be entitled to
various services that aim to monitor your SAP landscape, and help prevent
incidents from occurring.
To learn more about the scope of the different support offerings and the
corresponding remote services please see: https://support.sap.com/support-
programs-services/offerings.html
https://support.sap.com/en/offerings-programs/enterprise-support/enterprise-
support-academy/continuous-quality-check-improvement-services.html
To request a support service please create a customer incident on the SAP
ONE Support Launchpad under component SV-BO-REQ or contact CIC.
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Please provide the following information when requesting a remote support service:
§ customer number
§ installation number
§ type of service requested
§ system ID
§ project live date
§ product
§ contact person (phone number and email address)
SAP Solution Manager
SAP carries out the remote support services in the customer's SAP Solution Manager.
During service delivery, the SAP support engineer has access to important project
information in SAP Solution Manager which saves time and enables SAP to carry out the
service in a more efficient way.
In order to deliver support services, SAP strongly recommends that you update your SAP
Solution Manager to the latest release and support package stack. This ensures that the latest
service content is available and can be leveraged during service delivery.
• SAP Note 1170668 - The role of SAP Solution Manager in Remote Service Delivery
• SAP Note 2253047 - Technical prerequisites for service delivery in SAP Solution Manager 7.2
Service Preparation
• SAP Note 91488 - SAP Support Services - Central preparatory note
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Self Service and Support Channels

Real-time Interactions Real-Time Support

We offer Real-Time Support channels with live and direct has several comprehensive solutions – so you never have to ask a
access to SAP’s support experts, creating a faster and question, and if you do have a question, you receive an answer instantly.
more direct route to issue resolution.

• Customer Interaction Center Chat • Knowledge Base Articles via Google search

• Expert Chat • Guided Answers

• Email • SAP Community

• Call-1-SAP • SAP Support Portal

• Schedule an Expert

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Customer Interaction Center

Get more information:

§ Phone: https://service.sap.com/call1sap

§ Email: https://go.support.sap.com/contactus/#/email

§ Chat: https://go.support.sap.com/contactus/#/chat

§ Twitter: https://twitter.com/sapsupporthelp