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.

Expert Chat

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.