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Are you looking for help? Have you run into a technical issue? In this article you can find out details on getting support on technical and non-technical issues related to SAP Analytics Cloud.

Have an issue in your SAP Analytics Cloud instance? Don’t worry, we have you covered. There’s a number of different ways to get support. Let’s check out these options now:

1. Support Assistant

Use the support assistant functionality to create an incident on the SAP ONE support Launchpad and start the incident creation process. Before you can use the Support Launchpad, make sure you have a support user created. Click here to learn how to do it.

Enter your S-User ID to start off your incident. This is assigned to your system owner upon purchase of SAP Analytics Cloud. If you are not the system owner, they can assign S-user ID’s to other users of your tenant within your organization . Check out this article to learn more about S-user ID’s.

Fill out all fields to the best of your ability. Remember, the more detail included the better our support specialists can help.

Choosing the Right Priority

It’s important to choose the right priority when reporting your technical incident. This handy chart can help you categorize correctly.

Very High

High Medium

Low

  • Production down or imminent go-live
  • Core business processes seriously affected
  • No workaround
  • Normal business processes are seriously affected
  • Normal business processes affected
  • Little or no effect on normal business processes

Next Generation Support

There are a few different support options you can choose other than submitting an incident.

2. Expert Chat

Choose Expert Chat to instantly connect with an SAP technical support expert. Some benefits include screen sharing, resolving incidents faster than traditional support channels and connecting you to an expert in real-time.

3. Schedule an Expert

Choose Schedule an Expert to connect live in a 30-minute one-on-one call. This requires booking at least three days in advance to allow your expert to prepare for the call topic. Benefits of this method include direct support for any technical question and scheduling a time that is convenient for you.

4. Customer Interaction Centre (CIC)

For non-technical queries, you can use the Customer Interaction Centre. Some examples of a non-technical query are:

  • Asking about existing incidents
  • S-User questions
  • SAP ONE Support Launchpad questions

In the CIC, you can find a comprehensive overview of your support options, as well as options to contact the Customer Interaction Centre.

5. SAP Community

Another option to get help fast is to post a question on the SAP Community. There are a lot of experts on this platform, both SAP employees and customers, who are actively participating in discussions as well as posting valuable blog articles. You can follow the SAP Analytics Cloud page and the SAP Analytics Cloud Designer page to keep up to date with the latest posts about SAP Analytics Cloud.

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