User Experience Insights
Real-time Support Channels – Engage on a live and direct access to SAP’s Upscale Commerce support experts
Focused on creating a simple and user-friendly experience, SAP introduced Real-Time Support Channels for personalized support, which allows easy access to SAP Upscale Commerce Product Support Experts – anytime, anywhere.
You can contact SAP Upscale Commerce Product Support via a variety of options – choose depending on which channel best suits your current business impact.
The Expert Chat service provides a live-chat experience well-suited for medium- or high-priority issues. Available at no additional cost, the service connects you instantly to SAP Upscale Commerce technical support experts.
Expert Chat helps you achieve the following improvements:
- Time savings: Quicker resolution time compared to a traditional, written incident created in the SAP ONE Support Launchpad
- Efficient issue resolution: Optimize your support process by consolidating necessary information at an early stage to solve an issue during the interaction. Benefit from a real-time support interaction with an expert from SAP’s Upscale Commerce Product Support organization.
- Eliminated duplication of efforts: SAP technical expert creates a follow-up incident for you based on the details you entered during the chat session. For complex cases, resolution will be provided through a regular incident or through a Schedule an Expert
Schedule an Expert
The Schedule an Expert service lets you connect one-on-one with SAP Upscale Commerce support experts in a live, 30-minute conference call. Talk to the same engineer who works on your incident. But more importantly, spend less time waiting for a response and resolution with fewer interactions, compared to traditional written incidents, at no additional cost.
Schedule an Expert is an ideal choice for SAP customers that:
- Prefer a live conversation with a SAP Upscale Commerce Product Support, instead of instant messaging or submitting written incidents
- Find screen sharing as a useful tool for illustrating an issue
- Need to schedule colleagues on a call with SAP Upscale Commerce Product Support
- Look for tips that can help them prevent incidents
- Want to schedule an expert to address an open incident
Available for all support levels, Schedule an Expert is a useful tool for addressing new incidents or booking a session to work through open, existing incidents.
Schedule a Manager
The Schedule a Manager service allows you to speak directly with a SAP Upscale Commerce Product Support manager to help avoid or manage potential service exceptions, on your incidents. Schedule a Manager is available in the SAP ONE Support Launchpad for high priority incidents that fulfill certain business rules, at no additional cost.
Incidents that qualify for Schedule a Manager must meet the following criteria:
- Designation as a high priority for at least two days after the initial submission
- Availability of a manager assigned to a relevant product area who can be scheduled through prompted calendar functionalities
- Request processing through product support
For more information on the various support channels, please access the SAP Support Portal.