SAP Cloud Platform Customer Service and Technical Support

Sateesh Nagabhiru
Senior Integration Engeneer at ATOS
I feel that the technical support is really good. For example, I experienced one situation with the Cloud Platform Integration where the production system went down completely. It was a critical situation for the business and they were losing financial transactions. I registered a support ticket to SAP immediately when I knew of the problem, and SAP restored their system very quickly. They were done within one or two hours, they had fixed that critical issue, and they had the client up and running again. Their reaction to the critical issue is typical of SAP support. When they know it is a critical situation, they are able to focus on the issues and get them resolved quickly. It was two years ago when I faced that situation and obviously it was for a client using a different SAP product. But I expect that SAP technical support is as good as it was two years ago or better. In the Cloud environment, where they are really focusing now, there should technically almost never be an issue of this sort. According to the market trend, we are all moving into the cloud environment and in order to do that most of the businesses are using cloud integration platforms. Because SAP is really focusing on the Cloud, they are enhancing the product offerings, they have a good technical staff and technical capabilities. They will continue to work to support the products. In that way, I feel the support for their products will remain quite reliable. View full review »
Deepanshu Golane
Senior Associate Consultant at a tech services company
I have not had the chance to directly connect to the technical team for the cloud system. However, I have interacted with SAP for on-premise issues and notes. They have their own SLA and they're very good at it. I always get good support from the SAP team. Based on my experience, I believe support will be good for the cloud system, as well. View full review »
Rupesh Rupak
Consultant at a pharma/biotech company with 10,001+ employees
I would say that the technical support is okay. I was using it because we had some questions for our testing. Someone is always there in the office, so it is easy to contact them. Or we can create a ticket and it will go to our contact person. It is not certain that we get an immediate response which is common in any technology. Overall, the service is not bad. View full review »
Learn what your peers think about SAP Cloud Platform. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
419,360 professionals have used our research since 2012.
BI & EIS Manager at a manufacturing company with 10,001+ employees
We have used technical support for this solution several times and it is very nice. They come back with responses immediately and the cloud platform management with them is very nice as well. The upgrades are smooth and we have them every three months. They don't have any issues after the upgrades, and whenever issues do arise, they respond properly. View full review »
Responsible for SAP at a pharma/biotech company with 51-200 employees
We've been in touch with technical support. They are pretty good. I'd rate them 3.5 out of five. They aren't perfect, and could be improved, but overall they are okay. View full review »
Divisional Manager at a retailer with 10,001+ employees
We've been in contact with technical support. We find them very good. We use their ticketing mechanism which is quite effective. They provide good response times. View full review »
Senior Consultant at a software R&D company with 10,001+ employees
I would rate my experience with technical support a four out of five. View full review »
Project Manager at a consultancy with 11-50 employees
We have contacted technical support, but usually, the response time is not optimal. They are average. When the integration is at the end processes and you need support quickly, you won't hear from them for a few days. This is not helpful. View full review »
Integration Architect
We have never needed to contact their technical support. View full review »
Learn what your peers think about SAP Cloud Platform. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
419,360 professionals have used our research since 2012.