Many of you in SAP Community have already heard about the Next-Generation Support services available to you now. However, it has been 7 years since the launch of that campaign, and since then, we have already reached the next generation of our support services. Our promise of delighting customers anytime, anywhere, and via any channel is pushing us to constantly rethink how support is delivered. 

Due to this, our Product Support team has decided to make a change to our campaign. Starting this month, our support services will no longer be referred to as “Next-Generation Support” and we are renaming this approach to “Real-Time Support”.  

With this renaming, we double-down the commitment, to provide customers with real-time “always on” customer care through a variety of services and channels, including chat, web sessions, self- service options, mobile, social media and more. The campaign includes the automation of service tasks with intelligent tools that are capable of capturing context-sensitive information to proactively provide solutions. 

What are the support services within Real-Time Support? 

These support offerings are available to all customers, regardless of contract type*. They include: 

• Expert Chat
  [Video / more information within the SAP Support Portal]
• Schedule an Expert (available for existing cases as well)
  [Video / more information within the SAP Support Portal]
• Schedule a Manager
  [Video / more information within the SAP Support Portal]
• Built-In Support
  [Video / more information within the SAP Support Portal]
• Ask an Expert Peer
  [Video / more information within the SAP Support Portal] 

• Personalized suggested solutions through the support assistant workflow 
• Product Support Accreditation (guided learning on our support offerings) 

… and more! 

*Some exceptions apply to products such as SAP Ariba, Fieldglass and Concur products. 

In our quest to deliver an exceptional support experience, we aim to make solutions easily accessible to all customers, wherever you are and whenever you need them. Real-Time Support is available at your fingertips!