SAP Note 560499 Global Support Customer Interaction: Telephone/fax/e-mail

Note Language: English

11.01.2013

Version: 180

Validity:

Valid Since

Summary
Symptom
You require assistance from SAP Support but you do not know the contact details.

Other terms
Telephone, Fax, E-mail, Webform, Hotline, Message Enforcement, Message Escalation, Global Support Customer Interaction, Problem Messages, Support Requests, Service Requests, Service Postings, Support Center, Contact Person for Customers, BOSAP Contact Data, SAP Business Objects, Speed Up Processing, Enterprise Support, GSCI, CIC

Reason and Prerequisites

You do not know how to contact your local Customer Interaction Center.

Solution
This note includes a list of telephone numbers, webform and e-mail addresses for worldwide Global Support Customer Interaction.

1. TECHNICAL ASSISTANCE
Technical assistance is provided through the creation of an SAP customer message. Note: A valid S-User and Password are required to do so. S-User-IDs can be requested at www.service.sap.com A password reset function is available at service.sap.com

1.1 How to create a customer message in SAP Service Marketplace

Go to www.service.sap.com Click on the SAP Support Portal Log in with User Name (S-User) and Password Use the following path to create the customer message: Help & Support > Report a Product Error The SAP Message Wizard will then guide you through the remaining process.

Refer to service.sap.com/message > Documentation for further assistance on message creation.

1.2. How to create a customer message in SAP Solution Manager

The customer or end user or key user creates a customer message: 01.02.2013

In an SAP System via Help > Create Support Message in the menu
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SAP Note 560499 Global Support Customer Interaction: Telephone/fax/e-mail

of a transaction In a web browser, independently of an SAP system In the Messages or Service Desk > Messages tab in the Solution Manager system

Refer to help.sap.com > SAP Solution Manager for further assistance on message creation.

2. NON-TECHNICAL ASSISTANCE
The following components are used to create messages for non-technical queries using the message creation process described above: Area: SAP Service Marketplace Component: XX-SER-SAPSMP* Query: Contents, Partner Portal, Download Manager, System Data Area: S-User Component: XX-SER-SAPSMP-USR Query: S-User Administration, Authorisation, Password Area: Remote Service Request Component: SV-BO-REQ Query: Request for the Delivery of a Remote Service You can now order these services quickly and easily via the SAP Store: www.sapstore.com/services Area: License Keys Component: XX-SER-LIKEY Query: License Key for SAP Systems Area: License Keys Component: XX-SER-LIKEY-BOJ Query: License Key for Business Objects

3. GLOBAL SUPPORT CUSTOMER INTERACTION CENTER CONTACT DETAILS

An online webform is available on www.service.sap.com/supportcenters. This webform should be used for all written communication with your local customer interaction center. If you require immediate assistance you can also contact your local customer interaction center via our 24x7 telephone service. Please note: In order for SAP to prioritise a customer message appropriately information detailing the commercial impact of the technical issue is required. See SAP Note 67739 for message priorities. See SAP Note 1281633 for message acceleration. See SAP Note 90835 for message escalation.

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SAP Note 560499 Global Support Customer Interaction: Telephone/fax/e-mail 3.1 HOTLINE NUMBERS
All numbers listed below are available 24x7. We will endeavour to support you in your local language during local business hours, however this cannot be guaranteed. If a number listed below is not available please call one of the following numbers: EMEA Region +353 91 40 4395 +49 6227 744 969 (available worldwide) North America and Latin America +55 51 3081-1291 China, Hong Kong, Malaysia, Japan, Philippines, South Korea, Singapore, Taiwan, Thailand +86 411 3963 1125 Australia, New Zealand +61 2 9935 4660

COUNTRY
Albania Afghanistan Andorra Argentina Armenia Australia Austria Azerbaijan Bahrain Bangladesh Belarus Belgium Bolivia Bosnia & Herzegovina Brazil Bulgaria Cambodia Canada Central America Chile China Colombia Croatia Cyprus Czech Republic Denmark
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CONTACT INFORMATION
01802 260260 (24x7) +86 411 3963 0667 900998311 0800 4441284 +54 11 4891-3340 +7 495 725 43 41/42 (24/7) 1800 081 923 + 61 (2) 9935 4660 0800 295077 +7 495 725 43 41/42 (24/7) 8080 1128 +91 80 4329 8300 +91 80 6779 8300 +7 495 725 43 41/42 (24/7) 0800 75886 +54 11 4891-3340 01802 260260 (24x7) 0800 8914919 8001104973 +86 411 3963 0667 +1 866 660 3577 18001233218 1230 0204255 +54 11 4891-3340 +86 411 3983 0482 400 620 2008 01800 9154889 0800 222530 80094380 800 143246 8088 9491
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SAP Note 560499 Global Support Customer Interaction: Telephone/fax/e-mail

Ecuador 0800 4357727 +58 212 267 8344 01800 9154889

E-Sourcing: EMEA Customers EMEA Providers Estonia Finland France Georgia Germany Guyana

+44 20 8917 7641 +44 20 8917 7642 800 0049021 0800 919487 0800 910253 +7 495 725 43 41/42 01802 260260 (24x7) 0800 4357727 +58 212 267 8344 01800 9154889 Greece 00800 49129202 Hongkong 800 964 865 +852 2539 1919 Hungary 80016601 Iceland 800 8868 India +91 80 4329 8300 +91 80 6779 8300 Indonesia 001 803 65 7700 +62 21 5798 7033 Iran SAP has decided to not engage into any business with Iran at the moment and until further notice Iraq 01802 260260 (24x7) Ireland 1800 800 350 Israel 1809 349 055 Italy 800 789009 Kazakhstan +7 495 725 43 41/42 (24/7) Kyrgystan +7 495 725 43 41/42 (24/7) Japan 0120 332 909 +81 3 6737 4400 Laos +86 411 3963 0667 +66 22068825 Latvia 8000 2982 Liechtenstein 0800 562643 Lithuania 8800 30694 Luxembourg 8002 3076 Macau 0800 427 Macedonia 01802 260260 (24x7) Malaysia 1800814167 +60 3 2175 5172 Malta 800 62058 Mexico 18001233218 Moldova +7 495 725 43 41/42 (24/7) Monaco 80093485 Mongolia +86 411 3963 0667 Montenegro +353 91 404227 Myanmar +86 411 3963 0667 Netherlands 0800 0220683 New Zealand 0800 441719 +61 (2) 9935 4660 Norway 800 11739 Papua New Guinea +61 (2) 9935 4660 +65 6664 6363 Paraguay +54 11 4891-3340 Peru 0800 4357727
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SAP Note 560499 Global Support Customer Interaction: Telephone/fax/e-mail

+58 212 267 8344 01800 9154889 Philippines +63 2 848 1610 1800 14910012 Poland 8004911572 Portugal 800849195 Romania +353 91 404227 Russia +7 495 725 43 41/42 (24/7) Saudi Arabia 800 891 1002 Serbia +353 91 404227 Singapore 800 4922129 +65 6664 6363 Slovakia 800049019 Slovenia 80080280 South Africa 800981539 South Korea 080 5992400 +82 2 2194 2600 Spain 900998311 Sri Lanka +91 80 4329 8300 +91 80 6779 8300 Surinam 0800 4357727 +58 212 267 8344 01800 9154889 Sweden 020 799925 Switzerland 0800 562643 Taiwan 0800 885 365 Tajikistan +7 495 725 43 41/42 (24/7) Thailand 0018004910284 +66 22068825 Trinidad & Tobago 0800 4357727 +58 212 267 8344 01800 9154889 Turkey +90 216 633 03 51 Turkmenistan +7 495 725 43 41/42 UK 0808 101 2181 Ukraine +7 495 725 43 41/42 (24/7) Uruguay +54 11 4891-3340 Uzbekistan +7 495 725 43 41/42 (24/7) Utd Arab Emirates 800 0911 9001 +971 4 440 7384 USA 800 677 7271 +1 610 661 7241 (if dialling from outside of USA or if tollfree number is not available) Venezuela 0800 4357727 +58 212 267 8344 Vietnam +86 411 3963 0667

3.2 EMAIL ADDRESSES

Note: The preferred communication medium is via webform on www.service.sap.com/supportcenters or telephone (both available 24x7). Emails sent to Global Support Customer Interaction via one of the following email addresses are only processed during normal business hours and should only be used where phone call/webform is not an option. China, Hong Kong, Indonesia, Malaysia, Pakistan, Philippines, Taiwan,
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SAP Note 560499 Global Support Customer Interaction: Telephone/fax/e-mail

Thailand, Korea, Singapore, Vietnam: support.asia@sap.com support.BOSAPAsia@sap.com Australia, New Zealand: support.australia@sap.com: support.BOSAPAsia@sap.com Russia: support.cis@sap.com support.BOSAPEMEA@sap.com Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Israel, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, Slovakia, South, Africa, Spain, Sweden, Switzerland, UK: support.emea@sap.com support.BOSAPEMEA@sap.com India: support.india@sap.com support.BOSAPAsia@sap.com Japan: support.japan@sap.com support.BOSAPAsia@sap.com Andina, Mexico, Brasil, Region Sur: support.latinamerica@sap.com support.BOSAPAmerica@sap.com Qatar, Kuwait, United Arab Emirates, Oman, Jordan, Iran, Bahrain, Egypt, Saudi Arabia, Yemen, Syria, Libya, Lebanon, Palestine, Iraq, Sudan: support.mena@sap.com support.BOSAPEMEA@sap.com America, Canada: support.usca@sap.com support.BOSAPAmerica@sap.com

Header Data
Release Status: Released on: Master Language: Priority: Category: Primary Component: the right component Released for Customer 11.01.2013 10:07:39 English Recommendations/additional info FAQ XX-SER-GEN Please use note 1433157 for finding

The Note is release-independent

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SAP Note 560499 Global Support Customer Interaction: Telephone/fax/e-mail

Related Notes
Number 1364684 1281633 1262169 1056161 1038511 925690 736045 376997 90835 35010 16481 Short Text Vendavo: Distribution Process SAP Price & Margin Management Speed Up Processing of a Customer Message Requirements for error analysis in NW WPC SUSE Priority Support for SAP applications Error Analysis for NW Visual Composer 7.0 Standard Ordering Procedures for SAP Software Feedback about SAP AG Service & Support BW customer messages with priority 1 (very high) SAP Message Escalation Procedure Service connections: Composite note (overview) Contacts at SAP (Germany)

01.02.2013

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