SAP Incident Management – Tips & Requirements for

Cloud and on Premise Support

Jan Ludwig-Feine, SAP
January 2020

PUBLIC
§ Creating an incident
§ Acceleration of processing
§ Escalation
§ Customer Interaction Center
§ What costs time unnecessarily

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

Creating an incident
Report an incident
Create one customer incident per issue (one report - one problem!)
For SAP licensed software, SAP recommends that you first try SAP Solution Search, which includes multiple
sources, including SAP Notes and SAP Knowledge Base articles, discussions and blogs from the SAP
community, and more.
If you need further assistance, please use our expert chat or create an incident on the SAP ONE
SupportLaunchpad:. https://support.sap.com/en/my-support.html
To create an incident on the Launchpad
• you must have an S-User with appropriate permissions: https://support.sap.com/en/my-support/users.html
• you have to click on the tile "Create a message" in the Launchpad under solutions/messages to start the
form "Report an incident: https://launchpad.support.sap.com/#/incident/create
• make sure that you fill in all the fields when creating the incident. Application information and other useful
links can be found on the right side of the screen.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4

Checklist for the ideal incident
• Reproducible example and step-by-step description for support access available?
• Support users with permissions to execute the example completely?
• Only on Premise: Service connection open and user credentials visible in Secure Area?
• Expectation described, what should run instead of the error example?
• Correct component? (KBA 2632802 - SAP Support Portal and SAP ONE Launchpad
Component Description)
• Right priority for (future) business impact? (SAP note 67739)
• Reporting user technically informed, reachable and contact data correctly maintained?
• Mainly in the on Premise: First analysis tried? (logs/traces, error message, hints?)

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 5

Acceleration of processing
 Acceleration of an Incident
After reporting an incident, you can contact CIC +49 1802 260 260 in order to:
• obtain additional information on the status of an incident
• speed up the processing of an incident
• change the priority of an incident
• request the escalation of an incident

Information on the non-technical, business implications is required for all requests:

• Current operation: Production system failed? Are users affected? If so, please explain.
• projects: What is the planned production start date? Which project phase are you working on?
What are the effects of a postponement?

Reference: SAP note 1281633 - Accelerated processing of a customer incident

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 7

Escalation
Escalation of an incident
SAP has an internal escalation process that can only be initiated via Critical Incident Management. This team
is anchored locally in the development areas worldwide. Its deployment is also achieved via the Customer
Interaction +49 1802 260 260.
Escalation of an incident is an option if your problem does not consist of a production stoppage or total
business down situation which required "very high" priority (SAP Note 67739), but your operations are
severely impaired.
Reference: SAP Note 90835 - SAP procedure for incident escalation
• Non-technical or business impact information is required for all enquiries in order to decide whether the
seriousness of your problem justifies a report escalation.
• Always prioritise if there is more than one incident. We need to know which incident has the highest
priority for you.
• It is essential that you specify a contact person for this incident and that you have all contact details
ready.

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 9

Customer Interaction Center
 Customer Interaction Center will help!
You can reach CIC according to SAP Note 560499:
• Phone: https://service.sap.com/call1sap
• Email: https://go.support.sap.com/contactus/#/email
• Chat: https://go.support.sap.com/contactus/#/chat
• Twitter: https://twitter.com/sapsupporthelp
• But the best way is by telephone, e.g. from Germany on T +49 1802 260 260

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 11

What costs time unnecessarily
The 7 time eaters in Incident Management
1. Alert sales or consulting without having contacted support via CIC.
2. The business impact of the report is only reported to the support team via CIC shortly before the escalation
deadline (e.g. Go Live). (Please allow a week or two for an escalated incident).
3. You try to use "Info to SAP" in the unprocessed incident to draw attention to the urgent need to accelerate.
4. The support user is not accessible or the necessary authorisations are missing to reproduce the issue. on
Premise: Access to the customer system is often not possible: Schweickert helps with questions about the
service connection under message component XX-SER-NET-HTL within the framework of SAP
maintenance.
5. There is no test environment to reproduce the reported issue - in production you can only look, but you
cannot test and see the cause.
6. In the preliminary clarification you overlook the fact that the cause is a setting in Customizing. But the
support (and if necessary the development) search for a software error. (Less common in Cloud, but not
excluded)
7. The reproduction of the error example is only possible with activated customer-specific extensions (in Z-
coding). (Less common in Cloud, but not excluded)
EU Data Protection / EU Access
Given the SAP Single Security Area, the general EU access rules are only designed for very
theoretical cases. This is the case whether the data is stored or accessed outside the EU. The SAP
security guidelines and their implementation are the same worldwide.
SAP basically offers EU-Access. But delays are inevitable. If you can't avoid EU access, please
take note of our information on the temporary deactivation of EU access locks in emergencies:
• 2630819 - How to temporarily allow global remote access by deactivating the EU Access
setting using the Emergency Function (Cloud)
• 2179230 - How to activate EU Access Service from SAP
• 2179256 - How to temporarily allow global remote access by deactivating the EU Access
using the Emergency Function
Thank you.