Databáza poznatkov

How do I contact SAP Support for assistance?


Issue:

SAP Support assistance is required, but the contact details and procedures are not known.


Solution:

1. Technical Assistance is provided the the creation of an SAP customer incident.

Note:
A valid S-User and Password are required to create a SAP incident. S-User-IDs can be requested at www.service.sap.com. A password reset is also available at this website.


How to create a customer incident 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 incident: Help & Support > Report a Product Error
  • The SAP Message Wizard will then guide you through the remaining process

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


How to create a customer incident in SAP Solution Manager:
  • In an SAP Syste via Help > Create Support Message in the menu of a transaction
  • In a web broswer, 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 incident creation.

2. Non-Technical Assistance

The following components are used to create incidents for non-technical queries using the incident 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 Custoemr Internaction 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.


Note:

In order for SAP to prioritise a customer incident appropriately, information detailing the commercial impact of the technical issue is required.

See SAP Note 67739 for incident priorities.
See SAP Note 1281633 for incident acceleration.
See SAP Note 90835 for incdent escalation.





4. Hotline Numbers

All Numbers listed below are available 24x7.

We will endeavor to support you in your local language during local business hours, however this cannot be guaranteed.

If a number is not available please call one of the following numbers:

EMEA Region



North America and Latin America


China, Hong Kong, Malaysia, Japan, Philippines, South Korea, Singapore, Taiwan, Thailand


Australia, New Zealand


COUNTRY CONTACT INFORMATION
Albania 01802 260260 (24x7)
Afghanistan +86 411 3963 0667
Andorra 900998311
Argentina 0800 4441284
+54 11 4891-3340
Armenia +7 495 725 43 41/42 (24/7)
Australia 1800 081 923
+ 61 (2) 9935 4660
Austria 0800 295077
Azerbaijan +7 495 725 43 41/42 (24/7)
Bahrain 8080 1128
Bangladesh +91 80 4329 8300
+91 80 6779 8300
Belarus +7 495 725 43 41/42 (24/7)
Belgium 0800 75886
Bolivia +54 11 4891-3340
Bosnia & Herzegovina 01802 260260 (24x7)
Brazil 0800 8914919
+5551 3081 1282
Bulgaria 8001104973
Cambodia +86 411 3963 0667
Canada +1 866 660 3577
Central America 18001233218
Chile 1230 0204255
+54 11 4891-3340
China +86 411 3983 0482
400 620 2008
Colombia 01800 9154889
Croatia 0800 222530
Cyprus 80094380
Czech Republic 800 143246
Denmark 8088 9491
Ecuador 0800 4357727
+58 212 267 8344
01800 9154889
EMEA Customers +44 20 8917 7641
EMEA Providers +44 20 8917 7642
Estonia 800 0049021
Finland 0800 919487
France 0800 910253
Georgia +7 495 725 43 41/42
Germany 01802 260260 (24x7)
Guyana 0800 4357727
+58 212 267 8344
01800 9154889
Greece 00800 49129202
Hong Kong 800 964 865
+852 2539 1919
Hungary 80016601
Iceland 800 8868
India +91 80 4329 8300
+91 80 3369 8300
Indonesia 001 803 65 7700
+62 21 3003 2733
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)
Kyrgyzstan +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
Pakistan +86 411 3963 0667
Papua New Guinea +61 (2) 9935 4660
+65 6664 6363
Paraguay +54 11 4891-3340
Peru 0800 4357727
+58 212 267 8344
01800 9154889
Philippines +63 2 705 2455
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
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
+46 8 587 702 00 (if tollfree number is not available)
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)
United Arab Emirates 800 0911 9001
+971 4 440 7384
USA 800 677 7271
+1 610 661 7241 (if dialing from outside of
USA or if toll free number is not available)
Venezuela 0800 4357727
+58 212 267 8344
Vietnam +86 411 3963 0667




5. EMAIL ADDRESSES

Note:
The preferred communication medium is via webform on www.service.sap.com/supportcenters or telephone.


Calls to any of the CIC Hotlines are answered 24x7.

Requests sent via Webform are processed during local business hours.

Emails sent to Global Support Customer Interaction via one of the following email addresses should only be used where phone call/webform is not an option.

China, Hong Kong, Indonesia, Malaysia, Pakistan, Philippines, Taiwan, Thailand, Korea, Singapore, Vietnam: support.asia@sap.com
Australia, New Zealand: support.australia@sap.com:
Russia: support.cis@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
India: support.india@sap.com
Japan: support.japan@sap.com
Andina, Mexico, Brasil, Region Sur: support.latinamerica@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
America, Canada: support.usca@sap.com



 


Quick Tips content is self-published by the Dell Support Professionals who resolve issues daily. In order to achieve a speedy publication, Quick Tips may represent only partial solutions or work-arounds that are still in development or pending further proof of successfully resolving an issue. As such Quick Tips have not been reviewed, validated or approved by Dell and should be used with appropriate caution. Dell shall not be liable for any loss, including but not limited to loss of data, loss of profit or loss of revenue, which customers may incur by following any procedure or advice set out in the Quick Tips.

Identifikátor článku: SLN291025

Dátum poslednej zmeny: 10/25/2016 05:49 AM


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