SAP Launches Schedule a Manager for High-Priority Incidents (Limited Availability Pilot)

Engage directly with a manager from the Product Support organization to receive help on your high-priority incidents, to prevent or manage a potential service exception.

Starting with a pilot phase on November 18, 2019, schedule a manager will be available in the SAP ONE Support Launchpad for high-priority incidents that fulfill certain business rules.

Book a session with a support manager from the related product area to discuss your specific issue in a 15-minute phone call that you can simply request via SAP ONE Support Launchpad for a time convenient for you, saving you time and effort. Availability will be presented to you in a calendar in SAP ONE Support Launchpad when requesting the service.

Schedule a manager will be available for high-priority incidents in Product Support (earliest two days after incident creation). Sessions can be booked at a minimum of two hours in advance via an integrated calendar function.

Using the new schedule a manager service for high-priority incidents, customers will experience a more enhanced communication with management from Product Support to help solve their issues.

What are the differences between Schedule an Expert and schedule a manager?

Schedule an Expert for new and open incidents enables you to clarify technical details of the incident and discuss them with the assigned support engineer. This joint effort will result in faster incident processing time. Schedule an Expert with the assigned support engineer is available for open incidents of high-, low-, and medium-priority, as well as for the creation of new medium-priority incidents. (Additional conditions apply. See: What Qualifies an Incident for Schedule an Expert?)

Schedule a manager is a new real-time support channel, giving you the ability to schedule a 15-minute call with a manager from Product Support. Its aim is to prevent or manage potential service exceptions. Schedule a manager is available for high-priority incidents. Additional conditions apply, see the next section.

What qualifies as a high-priority incident for schedule a manager?

The schedule a manager button will appear in the SAP ONE Support Launchpad and you may book a session when the following conditions are met:

  • The incident has been on priority high for at least two days after its creation
  • A manager from the corresponding product area is available for scheduling via prompted calendar functionalities
  • The incident is within Product Support (Note: Schedule a manager is not offered for incidents processed within development support.)

How do I schedule a manager for a high-priority incident?

1: Open the incident in SAP ONE Support Launchpad, if your incident qualifies for the service, the button will be active. Click on schedule a manager and then click on Book a Session.

2: Select the best date for your session.

3: Select the time that suits you to receive a callback from the Product Support manager. (Note: Please check the time zone.)

4: Complete the request form for the following fields: Contract Information, Reason for Request, and Additional Details fields and click the Submit button.

5: Your session is confirmed. From here you can Add to Calendar, Cancel (the schedule a manager request), or Update Contact Details.

Product Availability

To see a list of products eligible for the schedule a manager service, visit SAP ONE Support Launchpad. Only if the service is available for your specific solution, you will be able to use the displayed calendar function and book a phone call with your assigned support manager. As the schedule a manager service for high-priority incidents is deployed across SAP, there will be more availability. Check back periodically for added products and time slots for scheduling.

*Note: Neither schedule a manager nor Schedule an Expert or Expert Chat are consulting services. Also, schedule a manager service is only offered for high-priority incidents in Product Support and not for product development support incidents.