SAP Help Portal
Where is the app in SAP ONE Support Launchpad?
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.
In case of support requests for SAP standard functions, it is sometimes necessary to consult with SAP solution developers. Other requests still require access to the solution's backend. In this third escalation stage, our specialists consult SAP Support. Adjustments / developments on the part of SAP are initiated - always with the aim of fixing the malfunction as quickly as possible.
Reduce downtime and provide stability
While Application Management Services is focused on the SAP system and the process optimisation in the ERP system, SAP Support addresses sudden bugs or problems and resolves them immediately. The support team is the first and direct contact of your employees and can take care of the solution of the error that occurred immediately. The AMS team then determines whether this error occurred only once or whether the process in the SAP system should be generally adjusted. Agents respond to customer requests for defined Service Level Agreements (SLAs).
Your system is supported by a team of consultants, led by your Key Account Manager. For you, this means that you have a single point of contact (SPoC), a person who knows everything about your system.
Some missing SAP support functions in the standard are supplied by the PC application "Shortcut for SAP Systems".
The basic offer can be supplemented by the premium offers SAP ActiveEmbedded and SAP MaxAttention.
New requirements still need to be approved and initiated by project managers via change requests.