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    Software Support and Maintenance

    April 2012 Previous month Next month

    I’d like to provide you with some more information on the upcoming SAPPHIRE NOW and ASUG Annual Conference in Orlando from May 14-16, 2012. Again, special focus from my side is on the support topic.

     

    For sure some of you have made this experience before: After a busy week full of work you think you can finally see the light at the end of the tunnel… but then it’s only some guy with a torch bringing you more work…

     

    The same may apply if you start trying to build your personal agenda for the conference. After reading my first blog – SAPPHIRE NOW – SUPPORT LATER!? – most of you were probably excited to looking for further support related content that is offered on-site. But then after checking out the agenda builder to personalize your schedule you might have been lost because there are just sooo many great sessions being offered. 

     

    So please let me help you out here. Don’t worry, I won’t be the guy bringing more work and I also won’t be the torch that touches your printed agenda. But I will try to shed light on the whole matter.

     

    I’m not saying that you shouldn’t use the agenda builder because it definitely is a great tool – easy-to-use and it lets you filter for exactly the kind of content you’re looking for. But what you could do if you’re looking for the fastest and most convenient way to get informed about SAP’s service & support offering is simply going to our – Ta-dahhhh! A fanfare, please! – SAP Active Global Support Center. This dedicated support related booth can be found at the Database & Technology Campus. So please make use of this one-stop-shop for support.

     

    With one of the next blogs I will tell you more about the sessions and topics that are offered there. But first let me at least provide you with some high-level information on the overall set-up of our SAP Active Global Support Center. Besides getting first-hand info on the latest support innovations you also have the chance to take part in live discussions with our support experts and customers. We’re offering six knowledge tables allowing you to talk 1on1 with our support engineers. There you can get answers to your questions and you can find out how our latest support innovations will be an advantage for your company.

     

    Beyond that we’re also offering 15 microforum sessions including customers sharing how they took advantage of support by SAP. This is a great opportunity for you to listen and discuss with our support executives. And we guarantee – no tech talk! We will speak your language.  We will cover topics around SAP ActiveEmbedded, SAP Rapid Prototyping, SAP Solution Manager, SAP Enterprise Support Academy, and much more.

     

    In a nutshell: Join us at the SAP Active Global Support Center – it surely pays off!

     

     

    Benjamin Wilk is part of SAP’s global Maintenance Go-To-Market organization.

     

    Brought to you by SAP Services

    Being a part of the SAP Support organization for 4 years now (3 years previous to that with Business Objects), I have heard a lot of similar questions from customers, partners, and SAP employees surrounding accessing SAP support.  What better way to share those questions and answers than here!

    Those of you who are familiar with SAP Service Marketplace, also known as SMP (http://service.sap.com) ,  know this landing page is the jump off to areas such as the SAP Community Network, the SAP Partner Portal, and the SAP Support Portal.  Today’s blog focuses on some important things to know before entering the SAP Support Portal.  This is part 1 in a series.

     

     

     

     

     

    Things to  Know Before Entering the SAP Support Portal

    • In order to access the SAP Support Portal, you need to have a maintenance agreement with SAP.
    • You must have an S USER ID and PASSWORD:  An S-User ID looks something like this S000000000.
    • There are two ways to reset your password before entering the SAP Support Portal.  Click the Forgot Password link in the upper right hand of the Service Marketplace landing page or follow this link: http://service.sap.com/reset-pw

       

     

     

     

     

     

     

     

    In Option one above, if your email address is tied to multiple S user ID’s you won’t be able to reset your password on the site.  Contact the Customer Interaction Center.

    In Option two above, you need to know your customer or installation number.  If your companies email domain (ex.  @sap.com) is not associated to your customer number,  you won’t be able to reset your password before entering the SAP Support Portal.  Contact the Customer Interaction Center.

     

     

     

    Some Frequently Asked Questions and Answers

     

    How do I request an S user ID to access the SAP Support Portal?

    There are two ways to request an S user ID.

    1. If you know who your company’s super administrator is, you can contact them to request they create an ID for you.
    2. If you don’t know who your companies super administrator is, you can register for an S user ID  by clicking the Registration link in the upper right hand of the Service Marketplace landing page or follow this link:  http://service.sap.com/request-user

    Important note: In order to request  an S user ID via the Registration link, you must know your customer number.  If you don’t know your customer number, contact the Customer Interaction Center

     

    I can’t login with my user ID and password to the SAP Support Portal.  Who can help?

    If you are unable to access the SAP Support Portal with your user ID and password, please contact the Customer Interaction Center.  They can assist with resetting your password, and checking to see if your account accidentally was locked.

     

    How can I find out more about the various areas in the SAP Support Portal?

    You can start out at our support welcome page: http://service.sap.com/support-welcome

    If you are a new user, or would like additional assistance navigating the SAP Support Portal, access http://service.sap.com/portaldemo with your User ID and password to register for a personalized demonstration

     

    Are there any quick links to access certain areas in the SAP Support Portal directly, such as downloads, license keys, etc.?

    Yes, on the landing page of SAP Service Marketplace under the link to the SAP Support Portal, there is a list of the most popular areas within the SAP Support Portal

     

     

     

     

     

    Who is the Customer Interaction Center?

    The Customer Interaction Center, also known as CIC, is a key part of SAP’s support infrastructure.  They are available 24 hours a day, 7 days a week, 365 days a year, and are the central point of contact for assistance with non-technical queries such as:

    • Resetting S- user ID passwords
    • Registering email domains
    • Finding the super-adminstrator for your company
    • Speeding up messages
    • Escalating messages

    You can find out more about the Customer Interaction Center through this brochure, Getting the Most from your Support

     

    I hope you found this beneficial.   Stay tuned for Part 2 in the series.  

     

    Do you have any questions on the SAP Support Portal that you would like answered?  Please post a comment below. Don't forget to follow my team on twitter  @SAPSupportCE  where we are always available to help answer your questions.

    That cloud of dust?  It’s your competitors! 

     

    Balancing the need to accelerate innovation with standardizing IT operations to reduce TCO are major challenges for many organizations today.  Join us for an informational webinar on Tuesday, May 1st at 1:00 PM ET to learn how SAP ActiveEmbedded can help you accomplish this balancing act!  With the help of SAP ActiveEmbedded and SAP Rapid Prototyping services you have a  unique opportunity to directly experience the hands-on benefits of SAP mobility solutions and SAP HANA – the game-changing appliance that processes vast quantities of data in the blink of an eye, all without any disruption to your business. 

     

    Join us and leave your competitors in the dust!

    Register

     

    I’m sure many of you are as excited as I am to attend the upcoming SAPPHIRE NOW and ASUG Annual Conference in Orlando from May 14-16, 2012.

     

    You’re probably thrilled to inhale all the new hype topics that are out there on SAP’s five key market categories – applications, database & technology, analytics, mobile, cloud.

     

    But what about service & support? This is the fundamental layer that ensures that the customers’ solutions run smoothly and efficiently. I admit, this might not sound too fancy in the first place. But without a well set-up and aligned support program and support organization, the whole critical business software would be at risk. Therefore I strongly recommend that you at least spend some time to see what’s new regarding SAP’s service & support portfolio. There are new support features available such as the recently announced SAP ActiveEmbedded support engagement or the SAP Rapid Prototyping services, a new premium engagement service.

     

    But the greatest news is – this year there will be a dedicated support booth at SAPPHIRE NOW which is prominently located within the Database and Technology Campus. So first, check out the latest innovations, e.g. regarding SAP’s game-changing in-memory solution SAP HANA. After that, learn at the support booth what keeps all those solutions up and running. And it’s not only about keeping systems to run stable, it’s also about constant optimization and enhancement. Even better, offerings like SAP Enterprise Support also provide end-to-end support for the customer’s entire platform, including SAP and non-SAP solutions.

     

    Still not interested? Too much fuss on a rather dry topic? Then I recommend that you not just talk to the SAP support experts but that you listen to our customers! They know best what’s working well. So please keep your eyes open for first-hand customer insights on SAP’s support plan. Check out for instance these two ASUG sessions on the value of SAP Enterprise Support: Session ID 4405 & 1514. There you will see how the Toronto District School Board leverages SAP Enterprise Support and SAP Solution Manager to improve operations and utilize value added services and you will learn why the Coleman Company considers SAP Enterprise Support to be a comprehensive part of its IT team.

     

    The bottom line for today: Support matters – it matters NOW! See you at the SAPPHIRE NOW and ASUG Annual Conference!

     

    Benjamin Wilk is part of SAP’s global Maintenance Go-To-Market organization.

     

    Brought to you by SAP Services

    In my recent blog I shared with you the first video from our new support series which explains how SAP Enterprise Support helps you to implement better.


    Today I want to share with you the second video which shows you how SAP Enteprise Support helps you to operate better.

    SAP Enterprise Support is the proven, proactive support offering that helps you operate your solution landscape better. Explore how SAP Enterprise Support combines tools, content, and direct access to SAP experts to improve all aspects of your IT operations.

     

     

    In a nutshell the advantages of SAP Enterprise Support during operations phase:

    -          Expert guidance through the SAP Enterprise Support academy,

    -          Proactive continuous quality checks

    -          The support advisory as your direct SAP contact

    -          And finally SAP Solution Manager as your platform for success.

    SAP Enterprise Support helps you optimize and automate your SAP operations to “Run SAP Like a Factory”.

    Direct Link to the new "Operate Better" presentation: http://www.sdn.sap.com/irj/scn/index?rid=/library/uuid/e07a44f8-3bbc-2e10-debf-b4560086b6da

    Dear Sir,

     

    After copy the SAP Support Package Directory in SAP T- Code SPAM ------Support Package and Load from Application Server Its Showing Disable,

    How we can enable it SPAM ------Support Package and Load From Application Server?

     

    Regards

    M.Arun

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