Some of you might be familiar with my past blogs, the candy shop and letting the expert do the trick, and will notice that I prefer to write my blogs using analogies to show an everyday comparison that readers can relate to. I’d like to provide you with another one around the SAP ONE Support program.
Imagine this situation: Your internet connection is down!
“The page cannot be displayed” image: My worst internet nightmare!
A lot of us would be lost and helpless if this happens. So you call the internet provider, tell them it’s not working, and ask them to fix it. That’s easy right? Not quite. The service person you reach doesn’t see a problem on their end and asks you to check whether the problem could be your router, an infrastructure issue such as your computer or its internet settings, or maybe a technical problem down the street (did another construction site cut the DSL cable while digging??). You don’t want to troubleshoot. You don’t care where the problem is coming from, nor do you want to run around and find the solution. You just want your internet connection to work!
Now return back to SAP ONE Support. With more and more companies looking towards cloud solutions for their environment, this will often be a transition of the environment over time. This means the company will have mix, or hybrid, solutions – with some in the cloud and others kept on-premise. The company doesn’t want to face similar incidents like in my internet example and does not want to reach out to different support channels depending on whether their on-premise or cloud environment is affected. As part of the SAP ONE Support program SAP is taking away these concerns and is simplifying and harmonizing the way it provides support across all environments – no matter from which acquisition they originally came from.
The SAP ONE Support focus is to expand and enhance the support commitment across all products and solutions. This means giving a single access point via the SAP ONE Support portal, an end-to-end lifecycle management methodology for all solutions as part of SAP Solution Manager, and a unified support delivery with supportability and holistic treatment across the whole landscape, to name a few.
And in particular the universal “Call 1 SAP” phone number that was mentioned in the press release will allow SAP customers to dial one central number and a phone menu will help guide them in getting directly in contact with a support representative with expertise for the specific business area needing help. These and other elements in planning around SAP ONE Support will help provide consistent processes – giving a positive SAP experience for the customer.
If I can quote from the press release: ”With SAP ONE Support, companies would be able to focus on business value creation based on SAP Cloud powered by SAP HANA, and leave process orchestration to their provider.” With SAP ONE Support, SAP is proving itself to be a real solution provider – meaning our customers’ problems are SAP’s problems. If only the internet issue could be handled in this way as well.