Technical Articles
Schedule a Manager – How to speak directly to a Product Support Manager on your high and medium priority cases
Updated August 2023.
“Schedule a Manager” is the newest offering in SAPs real-time support channels, giving customers the ability to schedule a 15-minute call with a Product Support manager.
While Expert Chat and Schedule an Expert offer expert support for technical issues, we understand that sometimes a simple conversation with a manager can bring the focus you need to a case to ensure the reported issue is being addressed in the correct way. Schedule a Manager meets this need by allowing you to book a phone call with a SAP Product Support manager from the related product area, to discuss details of your case and ensure any service exceptions are appropriately addressed and corrected if needed.
This new service is available for all SAP Solutions with the exception SAP Procurement that will be supported in the near future.
What is Schedule a Manager and how does it work?
The service aims to assist customers who have concerns on how a case is progressing. This might be that you haven’t received an update in several days on an issue that is impacting your business, or you have questions on why a certain course of action has been recommended on a case. Schedule a Manager allows you to speak directly with a manager who is committed to ensuring your case is handled quickly and efficiently.
The service is quick and easy to use. Once a case has met the criteria set out below, the Schedule a Manager button is active. From there you can simply select the date and time that suits you to receive a call back. There are several pre-defined reasons for you to choose from, and also an option to maintain free text so you can provide the Manager information on your question or concerns up front. Once confirmed, you will receive an outlook calendar entry to save as a reminder for your upcoming call.
Similarly, the SAP manager receives confirmation that a session has been booked. They will use the time prior to the call to follow-up on the case to check on progress to date, discuss next actions with the assigned Engineer and take any necessary steps to ensure a robust action plan is in place.
At the scheduled time, you will receive a call from the manager on the phone number provided. They will answer any questions you might have, as well as providing details on actions already taken and next steps. This information will be reflected in the case afterwards, so there is a full history of the interaction.
What qualifies a case for Schedule a Manager?
The “Schedule a Manager” button will appear for a case in SAP for Me when the following conditions are met:
- The case has been on priority high for at least 2 days after its creation
- The case has been on priority medium for at least 9 days after its creation
- A manager from the corresponding product area is available
- The case is in Product Support (*Note: “Schedule a Manager” is not offered for cases processed within SAP Development Support)
How do I request a Schedule a Manager session?
- Access SAP for Me and navigate to your case. If a case meets the above conditions, the Schedule a Manager button will be active. To book a session click on ‘Schedule an Appointment’.
- Select the date and time that suits you to receive a callback from the SAP Product Support Manager. Click ‘Save & Continue’.
- Maintain contact details: name, phone number and email address and select your reason for requesting the session from the options provided. There is also a free text option to provide information specific to your request. Once you have finished click “Book Appointment”.
This service requires no configuration or setup. Once the case meets the pre-defined criteria, it is automatically available for selection to all customers at no extra charge.
NOTE. Neither Schedule a Manager, Schedule an Expert nor Expert Chat are consulting services. Also, Schedule a Manager service is only offered for high and medium priority cases in Product Support and not for Product Development support cases.
To learn more, please check this FAQ.
Thanks Ita for sharing this important news!
Good read.
Wonderful news Ita! Great to see that we're providing more options to our customers to reach us in time of need
This is indeed a great feature! This will help a lot for Customer facing teams, who face incident escalation day to day.
Useful feature. I hope Product Support Manager can be reached 24x7, 365 days a year, irrespective of geographical location. Good Start, nonetheless.
Best wishes,
Sam
Thanks Sam. Initally Schedule a Manager will be available 24x5 but as you say, this is just the start.
Kind regards,
Ita
Great article, Ita! Really glad to see that customers are actually benefiting from this useful feature!
Another great step forward on SAP Product Support's journey on their way to always delight customers. Thanks for sharing, Ita.
Great news about the extension to cover SuccessFactors!
Good Idea. Tks for sharing!!
This is such a great service. Is schedule a manager available for JAM?
Hi Samantha, yes Schedule a Manager is live for all SuccessFactors products including SAP Jam. Thanks, Ita
Hi, could somebody please tell me for which cloud solutions is this service available? In the FAQ it says all SAP products apart from C4C and BYD, is that correct? Many thanks!
Hi Alessandro,
Right now Schedule a Manager is not available through Built-in Support. This is the reason it is not yet an option for customers using C4C and ByD, as they use Built-in Support. We are working to have the service available there too but as of now do not have a release date.
Schedule a Manager is available for all other Cloud products, supported by Product Support.
Thanks,
Ita
Thank you for Sharing, a great addition to the actual Services offering.
Update
Hi Ita,
thanks for the update!
Regards
Bernhard
Is Schedule a Manager available for VARd customers or for the Partner who provides support?
Thanks, Majlinda
Hi Majlinda,
Schedule a Manager sessions can only be booked through a S-User. If the Partner has access to the Customer S-User they will be able to book a session, provided the qualifying criteria are met.
Thanks,
Ita
Hello,
Is the delivery of Schedule a Manager only a phone call with a single person?
Is there a way to set it up to be a Zoom or Teams meeting?
Thank you
Matt
Hi Matthew,
the platform used is MS Teams - often the screensharing and chat features are actively used. Besides, yes, more stakeholder can participate.
Regards
Bernhard
Would the calendar invitation have the MS Teams connection information?
Yes, the MS Teams link is part of the invitation that is sent out
My customer never received an email notification for his session.
An Appointment was recorded in his Support ticket and in that appointment there is an "Add to Calendar (.ics)" button. However, the meeting that is created from the .ics file does not include an MS Teams link. There seems to be no way to get the link for that MS Teams link.
Should he have received an email?
Update
Schedule a Manager allows you to book a 15-minute call with an SAP Product Support manager on your medium or high priority support case with a 2 hour lead time under the following conditions:
High priority case:
Medium priority case:
You can view the availability and book the session via the SAP ONE Support Launchpad while accessing your case details.
Note that Schedule a Manager is not offered for incidents processed within SAP Development support.
Note: also important to highlight is that in SAP Portal Product Support (sap.com) there is a reference to this blog ( For more information, visit SAP Community.) and the info might be misleading as medium priority cases are not mentioned in this blog even if they are now mentioned by Product Support
Thank you Jorge for keeping this updated! Wallace