SAP Incident Management Overview and Support Process
Explore SAP's incident management process, support offerings, and escalation procedures in handling issues related to SAP landscape. Learn how ABB's support organization collaborates with SAP's support services to address and resolve customer incidents effectively. Discover key insights on product support for large enterprises and mission-critical support services provided by SAP.
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INTERNAL GLOBAL ERP DOMAIN SAP Incident Management Andrea Naef, Global ERP Center of Expertise Doc. Ref. 9AAD135023 Rev J
SAP Incident Management Overview SAP Support Process SAP Support Offerings Customer Incident Process Message Escalation Process Slide 2 September 20, 2024
SAP Incident Management SAP Support Process Upon occurrence of an incident related to our SAP landscape, ABB s own support organization (superuser or keyuser, AMS provider) will search for a solution using the available KBA sources. https://support.sap.com/notes If solution can t be found, ABB s support will open a Customer Incident at SAP using the Support Portal. https://launchpad.support.sap.com/#/incident/solution Product support at SAP solves issue and provides solution. If Product support can t provide solution, incident will be handed-over to SAP Development Support. Proposed solution will be shared with ABB s support organization. ABB s support organization implements solution and closes customer incident. Use Expert Chat of Schedule and Expert functionality to get in contact immediately. 24/7 Local business hours Support Essentials: What every Customer should know about SAP Incident Processing Slide 3 September 20, 2024
SAP Incident Management Support Offering: Product Support for Large Enterprises (PSLE) Mission Critical Support (excerpt from PSLE Software Maintenance Contract) The customer service ticket (problem message) is in English, and 1 .3 .3 Global Message Handling (Troubleshooting) The customer has a suitably skilled English-speaking employee at hand so that the customer and SAP can communicate if SAP assigns the customer service ticket to an SAP support center in another country . SAP provides support for the customer in response to customer service tickets (also known as problem messages) by providing information on how to remedy, avoid, or work around the problem. The primary channel is the support infrastructure provided by SAP. The customer can send customer service tickets any time, any day. All contacts working on problem solving can always track the progress status of problem messages (tickets). Otherwise, SAP begins to work on customer service tickets as follows: Where the fault prevents operation: If a customer service ticket is entered in the system before 12 noon in the Local Business Time, work on it begins not later than the next working day; where a customer service ticket is entered after 12 noon in the Local Business Time, work on it begins not later than the day after the next working day . In exceptional circumstances the customer can also contact SAP by telephone. SAP can only provide support if the customer provides remote access in accordance with C.1 .3 .5 . Where the fault significantly impedes operations, work begins on the customer service ticket reasonably soon in the light of the severity of the impairment after the customer service ticket is entered in the system. Whatever day of the week they are entered, SAP will begin working on customer service tickets rated very high priority (for the priority definitions, see SAP Note 67739 ) with in 24 hours of receipt, provided the following conditions are satisfied: Other faults are corrected in the next release of the SAP Software. This definition applies per default to all our SAP environments. Slide 4 September 20, 2024
SAP Incident Management Support Offering: Premium Engagement / ActiveAttention Priority of Error Message Description (see SAP Note 67739 for detailed information) SLA for Initial Response Time SLA for Corrective Measures 4.5 SAP Service level 1 An error message is assigned priority 1 when the occurrence of the error seriously impacts Customer s usual business processes and prevents urgent, mission- critical tasks from being performed. Immediate processing of the message is needed because the malfunction can cause serious losses. Such messages generally have the following causes: Failure of the entire system Errors in primary SAP system functions in the production system Extremely critical situations for Customer regarding SAP software upgrades and implementation of SAP software 1 hour 7 x 24 hrs 4 hours 7 x 24 hrs 4.5.1 Service Level Agreement (SLA) Very high In addition to the Product Support for Large Enterprise services as stipulated in the Agreement SAP offers only for the ActiveEmbedded Services supported installations as defined in Article 3 a Service Level Agreement for initial reaction time and a Service Level Agreement for corrective action as defined below (both referred to as SLA ). The SLAs apply for all messages that SAP accepts as being priority 1 or 2 and which fulfill the prerequisites described below. To the extent the SAP Software contains products and/or software components licensed by SAP from a third party, SAP requires the respective support of such third party to meet the SLA s. The time frames as specified in the table below shall commence upon SAP s receipt of the message. 2 An error message is assigned priority 2 when the occurrence of the error seriously impacts Customer s usual business processes and prevents important tasks from being performed. Such errors are caused by faulty, non-executable functions in the SAP system that are a prerequisite for executing such transactions and/or tasks. Immediate processing of the message is necessary because the malfunction can have a serious impact on Customer s overall business operations. 4 hours (local regular working hours) No High This SLA is reserved for a defined number is critical systems only. For more information, please get in contact with ERP CoE Slide 5 September 20, 2024
SAP Incident Management Incident Creation Notes Search: https://support.sap.com/ Contact Support: https://support.sap.com/en/contact-us.html Notes Search Report Assistant Intelligent Notes Expert Chat Schedule an Expert Search for Solution Report Incident Describe Issue in Detail Complete Incident Submit Incident Report Incident: https://launchpad.support.sap.com/#/incident/create Slide 6 September 20, 2024
SAP Incident Management Creating Customer Message Search for solution in Enter Incident Subject and provide detailed description of issue including full error message Step-by-step description including navigation and description of expected results (reproducible example) Upload Screenshots of error message and any other useful information List all SAP Notes consulted unsuccessfully to solve issue Select correct priority of message (SAP Note 67739) List contact person(s) including phone and e-mail address, enable notification Open remote service connection Provide remote login data (SAP Note 508140) SAP Support Portal https://support.sap.com/ or SAP Community https://answers.sap.com/index.html or simply google the error http://google.com Login to SAP Support Portal https://launchpad.support.sap.com/#/incident/create Create Customer Message (Incident) containing Customer number and system ID Enter Contact Person, update contact details (if necessary) Select Product Area (will start a dialog with Support Assistant) Enter SAP component Slide 7 September 20, 2024
SAP Incident Management Message Priorities Message Priorities Business Impact for High and Very-High Messages Select message priority according to severity of issue Default priority is MEDIUM Select priority HIGH (P2) if normal business processes are seriously affected Select priority VERY HIGH (P1) if production system is down an immediate go-live or upgrade is jeopardized a core business process is seriously affected a workaround is not available Priority HIGH and VERY HIGH requires explanation of business impact (SAP Note 90835 and 1281633). Production Systems Is there an acceptable workaround? Is core business functionality severely affected? What is anticipated financial loss to the business due to the issue in question? How many users are affected? How does this issue affect the GoLive date? Pre-Production Systems(DEV, Test, UAT) Is there an acceptable workaround? What is the anticipated date of release to the user community? Will this issue delay the scheduled release date to the user community? What is anticipated financial loss to the business due to the issue in question? How many users are affected? Slide 8 September 20, 2024
SAP Incident Management Incident Management Analyze & Solve Incident Proposed Solution or Request for Info Analyze Solution Implement Solution Close Incident Revert back to SAP List of Incidents: https://launchpad.support.sap.com/#/incident/list Slide 9 September 20, 2024
SAP Incident Management Incident Escalation SAP TQM Request for Feedback Global ERP CoE Request Change of Priority Request Speed-up Request Escalation Chat or Call CIC Analyze & Solve Incident Proposed Solution or Request for Info Analyze Solution Implement Solution Close Incident Revert back to SAP Contact CIC: https://support.sap.com/en/contact-us.html Slide 10 September 20, 2024
SAP Incident Management Incident Escalation Things to consider Notification to message processor at SAP is sent only if there was a change of ticket status. If status of ticket was not changed, sending Info for SAP will not trigger a notification to the message processor. In such a cases, contact CIC to request Feedback or Speed-up Slide 11 September 20, 2024
SAP Incident Management Acceleration / Escalation Process If a customer message sent to SAP is not handled with the expected attention, always contact the Customer Interaction Center (CIC). CIC is available 24/7 across all time zones. Typical Reasons for calling CIC Update needed on Incident status (request for feedback) Incident needs change of priority https://support.sap.com/en/contact-us.html Incident needs to be speed-up Incident needs to be escalated Specifically ask to have the escalation flag set and make sure that system access is provided, and a contact is named! In all cases you will have to describe the business impact (SAPnote 1281633). This service is available 24/7 for all countries. And please consider that this applies to Product related incidents only, Consulting or Service messages cannot be escalated! You can call the CIC by phone. Phone numbers are available in SAPnote 560499 . If there is a severe incident, please inform also Global ERP CoE. Slide 12 September 20, 2024
SAP Incident Management Key Points and Tips Usually, SAP reacts on Very High Incidents within 1-2 hours independent of contractual agreements. Provide always detailed error descriptions (there can t be enough information - reproducible example). Make always sure remote system connection is enabled. Make always sure remote user access is provided with the appropriate authorizations. Inform SAP in the ticket that system access has been provided. Include contact information in the incident (phone number), especially if the S-user is not personalized. If you have a problem during a go-live on a weekend, always open a Very High incident and immediately call the CIC for follow-up. Make use of the newly available functionality of Expert Chat and Schedule an Expert . Slide 13 September 20, 2024
SAP Incident Management Useful SAPnotes Report issue to SAP Issue is becoming more critical Global Support Customer Interaction telephone, fax, e-mail # 560499 SAP incident escalation procedure # 90835 Contacts @ SAP # 16481 Speed Up Processing of a Customer Incident # 1281633 Priorities of problem incidents # 67739 How to speed up customer incident processing # 984434 Structure of components in SAPNet SAP R/3 front end # 36677 Product Enhancement Requests Customer incident customer log-in data # 508140 Submit your ideas for Product Enhancement https://ideas.sap.com 24-hour support not possible in this language # 32736 What is consulting? What is support? # 83020 Feedback to SAP Quality Assurance Process SAP Global Service & Support # 736045 Incident @ SAP Priority 1 support generally available # 46742 Processing of customer incidents in English # 873046 Japanese: short text maintained in English # 69459 The Perfect Customer Incident Support Essentials: What every Customer should know about SAP Incident Processing Several questions reported in one incident # 50048 Slide 14 September 20, 2024
SAP Incident Management Access to SAP Support Portal S-User Requirements Profile Settings Access to SAP Support Portal with S-User Check User Details for correct phone number(s) and E-Mail address Check Message Notification settings. First / Last Name E-Mail address (ABB) Landscape scope (system, customers) Authorization role Message Processor required Slide 16 September 20, 2024
