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Author's profile photo Daniela Norato Auer

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.

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