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How to Get Support for SAP Analytics Cloud

September 28, 2017

Blog
Author
SAP SAP

Support with SAP Analytics Cloud has evolved over the past year. Whether you have a ‘how-to’ question, want to report a bug, or chat with an expert, there are a few ways you can get support.

In this post, we’ll discuss all your options related to support with SAP Analytics Cloud:

  • SAP Support Website
  • SAP ONE Support Launchpad
    • Scheduling an expert
    • Chatting with a live expert
    • Reporting an incident
  • Answering ‘how-to’ question

When it comes to getting technical support for SAP Analytics Cloud, you have a few options – let’s explore them!

Get started today with your free 90-day trial for SAP Analytics Cloud. Sign up now. 

 

SAP Support Website

As your one-stop shop for everything support related, the SAP Support website contains links to the following Support options:

  • Schedule an Expert – Schedule a 30-minute live call and connect with an SAP Support Engineer who’s an expert
  • Expert Chat – Get your issues resolved during a live support session
  • Traditional Incident – Create an incident using the SAP ONE Support Launchpad and get help creating an incident with support assistant
  • Ask an Expert Peer – Connect with a qualified and approved external expert privately to resolve your issue through chat in real-time

It’s a good idea to bookmark this page so you will always have all the support options at your fingertips.

How to contact SAP Support

 

SAP ONE Support Launchpad

SAP ONE Support Launchpad provides a single, central entry point for all SAP customers and partners. Whether on-premise, cloud-based, or hybrid, it offers speed and simplicity for users to access all support channels provided by SAP. You can create a support ticket or interact directly with an SAP support engineer through a real-time conversation.

For a better understanding of what SAP ONE Support Launchpad is and how to use it, watch this three minute video.

You can also customize your SAP ONE Support Launchpad experience by clicking on the menu in the top left corner. From there you can choose which tiles you’d like to add to your dashboard.

Click on any tile you'd like to add and choose from the available options. To remove a tile from your dashboard, find the tile and select the check mark to de-select it.

Scheduling an Expert

Schedule an Expert is an easy way to connect with an SAP Support engineer. You can speak to an agent live in a one-on-one 30-minute call.

Scheduled appointments require 3 days’ notice to allow engineers to prepare for the session. Tell us your support-related question, and the product area that you want to discuss. We'll find an available expert to assist you, at a time of your choice.

For more information regarding scheduling an expert, please visit our FAQ.

Chatting with a live expert

Expert Chat is a great way to connect live to one of our technical support experts. If you're a business plan holder, you get 24/7 access to support.

To chat with an expert live, click the tile on your SAP Support Launchpad dashboard.

The Expert’s Area is where you select which product you're using (e.g. SAP Analytics Cloud) so that we can put you in contact with the right support agent.

The best way to find SAP Analytics Cloud from the list is to select the component tab.

Next, enter “SAP Analytics Cloud” into the search field. The results will appear at the bottom. Choose the license type that pertains to you — Business Intelligence or Planning.

Next, select what system your question is related to.

Once you enter your system details, describe the nature of your issue. This description will be passed on to the support agent so that they are better prepared when engaging with you.

Creating an incident

Support tickets are intended for reporting an issue with SAP software. If it’s a known issue, chances are someone else has already raised an incident report so we recommend you search our Knowledge Base to look for a solution.

To search for a solution, visit SAP ONE Support Launchpad and select the ‘Report an Incident’ tile.

If you’re unable to find an adequate solution, you can submit a new ticket.

Having trouble creating an incident?

Do you have difficulty selecting the correct component when creating an incident? Or, did you wish you knew exactly what details to include when submitting an incident? Support assistant is here to help you. Create the perfect support incident with ease and deliver it straight to the correct experts in that product area the first time, with support assistant.

So, how does support assistant work? Watch the following video to find out.

Want to learn more? Read our post about support assistant.

Answering ‘how-to’ questions

So far we’ve talked about Product Support, and the various ways you can receive help with any issues you’re experiencing with the product. But where do you go if you have a question related to how to do something with the product such has how to create a value-driver tree or how to use Smart Discovery?

For any how-to question, we recommend you visit our Learning Tracks page. Here you will find our Getting Started guide, Help Library, Video Tutorials, Blog, FAQ, and more.

Putting it all together

No matter what challenge you’re encountering, our experts are always here to help support you.