SAP ERP Customer Service and Support
I rate my experience with customer service and support as excellent. The one time we reached out to them for issues, they were efficient in their responses and response time.
View full review »Technical support could be improved. It comes with an additional cost.
View full review »There are multiple partners of SAP providing customer support service to users, so their quality differs from one another.
I rate the technical support an eight out of ten.
Buyer's Guide
SAP ERP
March 2024
Learn what your peers think about SAP ERP. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
768,924 professionals have used our research since 2012.
The solution's technical support is fine. They do help users to sort out the issues related to the solution. I rate the technical support an eight out of ten.
The last time we faced an issue using the solution, it took the technical support team a while to resolve it, but I think it is because it was not on a production system but on a test system to which they give low priority. However, I felt the technical support team should have provided me with the appropriate assistance even though the product was used in a test environment. Also, I always try to avoid seeking help from the technical support team as I prefer looking for documentation, or I seek support from my peers.
View full review »The solution's technical support is very good. I rate the technical support a ten out of ten.
Customer service and support are good.
View full review »Technical support has been good. They are always available to us if we need them. We are satisfied with the level of support we get.
View full review »RP
RajPatnaik
SAP Platform Advisory at a tech services company with 10,001+ employees
There are different levels of support, with some requiring additional fees. I am not happy with any of the support I have received from SAP ERP.
View full review »I rate the support of SAP ERP a nine out of ten.
View full review »EF
reviewer1996392
Information Systems Manager at a manufacturing company with 10,001+ employees
Technical support is not very good so I rate it a seven out of ten.
View full review »We use a third-party vendor for technical support. The support is good. It's not always easy to get the right counterparts immediately. Sometimes, there’s a waiting period because people are busy.
View full review »I haven't contacted technical support yet.
View full review »The technical support from SAP ERP is very good.
I used technical support a few times over two years because of the cable system. We are only using them in emergencies or urgent matters.
View full review »I rate SAP support seven out of 10.
View full review »We contact technical support when we have issues. I have only used them a few times, but my colleagues have said it takes some time to get a response from them.
View full review »When there is a system error it provides an error code and a lot of times these can be complicated. The support team could have more knowledge to be able to assist with these situations more promptly.
View full review »Technical support could be improved. I would rate them 2.5 out of 5.
View full review »I work for a parent company, and they have some other vendors to whom we provide support because we work for tech.
View full review »Their technical support is available 24/7. They provide good support. On a scale of 1 to 5, I would give it a 4.
View full review »The first line of support has low-skilled people who just resolve some problems. They hand the problem over to the second level if it is more sophisticated. Unfortunately, as a customer, you often have to describe your issue or problem again to those on the second level.
Likewise, if support is 24/7, there could be different support centers, and you might have to describe your problems to different support centers across the globe again and again.
The solution's technical support is good.
View full review »SN
reviewer1955337
ICT Consultant, CEO, Entrepreneur at a tech services company with 11-50 employees
SAP support is excellent. I've worked with them on many critical projects for large enterprises. SAP also has a strong network of partners who implement ERP for end customers.
View full review »IH
ImranHasware
Vice President at Abacus Consulting
There are different teams based in various regions. They are available 24/7. You can raise a ticket either day or night. The support is very good and they respond within a short period of time. Our customers are comfortable with it.
View full review »MD
Mauro Del Quondam
IT Development Director at Lottomatica SpA
We have only used support a few times for some minor issues, such as the production system blockage, and our experience was good. The support agent was very helpful and quick to answer our problems. I felt we were receiving the maximum level of support.
View full review »MS
reviewer1585932
Senior Application Delivery Specialist at a pharma/biotech company with 10,001+ employees
Technical support comes partially from SAP. There are also certain partner companies who are providing support, so the support is quite good.
View full review »SG
reviewer2302884
Manager, Robotics & Automation Systems at a manufacturing company with 201-500 employees
SAP ERP's technical support takes a lot of time when it comes to handling errors and debugging errors. The coordination of technical support with different users takes a lot of time. I rate the technical support a four out of ten.
SF
reviewer1759518
DGM HR at a comms service provider with 10,001+ employees
It has good support.
View full review »Every time we need technical support, we take the help of a local consultant.
View full review »AA
Azzedine Allouache
GLOBAL ERP (SHIFT) Logical design and Technical Integration Lead at Sanofi
I have been in touch with technical support and I think that it can be improved. It's quite inefficient.
View full review »The technical support services are good. However, they cannot provide solutions for certain problems.
View full review »I've never contacted technical support. I cannot say how helpful or responsive they would be.
View full review »The technical support is as you would expect and could be improved.
View full review »DM
reviewer1414839
EAM Executive at a educational organization with 5,001-10,000 employees
There was one issue for which we were in contact with SAP. It was an isolated incident, and their support was okay. They were not that great. When an organization needs help, a relevant and experienced consultant should be made available for the client. They should properly investigate the issue before providing the solution.
View full review »SI
Shahzad-Islam
ERP Project Manager & Managing Consultant at Liwa Education, Iranfava
The technical support is not very good. We are not satisfied with the level of service we get. Microsoft, for example, offers better support.
View full review »US
Usman Saleem
Senior Manager IT Business Systems Architect / SAP Project Manager at a consumer goods company with 201-500 employees
we don't really deal with technical support very often. They are pretty efficient and they respond on time. So far, we are satisfied with the level of support provided.
View full review »I have not used the technical support from SAP ERP.
View full review »We have in-house support but can use external support when necessary.
JS
Jesús Antonio Santos Giraldo
Development Specialist at a healthcare company with 1,001-5,000 employees
We generally receive support from the vendor. If the problem needs more expertise, then we call SAP, but normally we talk to the vendor and they are helpful.
Customer Service:
OK. SAP responded with a patch to our Sybase issue within weeks we of us filing the issue.
Technical Support:OK. The technical support are provided by local SAP partners.
View full review »The technical support provides valuable advice but they don't respond in a timely fashion. There are delays which create pressure for the customer and eventually they will lose business as a result and will move away from SAP.
EM
reviewer1635108
Senior SAP Solutions Analyst at a healthcare company with 201-500 employees
We do not use support from SAP but we have third-party support.
View full review »PS
Prashant.Sharma
Delivery Manager at a tech services company with 501-1,000 employees
Technical support comes along with the license when you purchase a license. It is always there, which is good. I have not faced any issue with technical support. Generally, customers take support from technical partners because SAP technical support can be expensive.
View full review »Technical support is decent.
View full review »We have dedicated support from SAP, and there is nobody more knowledgeable than SAP when it comes to SAP products.
If we need to change anything, we can just call up SAP, and they would come down and do it for us because we are not an SME. If it were an SME, then obviously, SAP, Oracle, or other big companies will not be able to do a change for us, but because of the size that we have, if we need to make a change, SAP will go ahead, invest, and make the change in the application itself.
View full review »MV
Murugesh Vellu
Deputy Manager - SAP / ERP at Cooper Corporation Pvt Ltd
We get technical support from our external consultants. Whenever required, we also directly get technical support from SAP for any information. There is a waiting time for it.
View full review »CW
CSD174561
Chief of Systems Development at a non-tech company with 10,001+ employees
We don't have problems with support. However, it's not as good as it used to be. In the past, they gave better support. I imagine they want you to go to Gold Support, or Platinum, or Titanium Support. We are using Standard Support, and it's good for us. We don't need anything more for the time being.
View full review »SH
Samuel Hon
IT Manager at Chun Wo Construction
I have dealt with technical support in the past. I consider them to be quite good. They are not too bad, actually. Whenever we raise a support ticket, generally we have got a response within two to three days. They are knowledgable and answer our questions.
View full review »ME
solution259344
Enterprise Solutions Architect at a computer software company with 201-500 employees
As for technical support, it depends on how SAP defines the level of the ticket. Sometimes, the ticket is very important to us, while from the perspective of SAP, its of low or medium priority. This makes things difficult for us.
When the ticket is of medium or low priority from the perspective of SAP, it takes more time to solve it.
So, when we have product limitations or something's not working, we would need to help the customers find a solution or workaround.
AR
reviewer1552263
Sr. SAP Portfolio Architect at a manufacturing company with 10,001+ employees
Their tech support is always good.
View full review »NP
reviewer1415319
Manager - Business Intelligence, Business Relationship Manager at a manufacturing company with 10,001+ employees
We are satisfied with the technical support.
View full review »AM
reviewer1549338
Head of Product Operations Planning at a pharma/biotech company with 1,001-5,000 employees
Technical support is available anywhere, and it's easy to find.
View full review »EY
Eliram Yakar
Team leader SAP Development at Ness Technologies | נס טכנולוגיות
I encountered issues due to human error. SAP support solved the problems. Technical support for customers has improved a lot. It includes live chat support so, in some cases, you can get answers to solve your problem immediately.
View full review »VB
AppArch25
Applications Architecture at a engineering company with 5,001-10,000 employees
They have dealt with our issues well. The technical support is good.
View full review »My team was involved with the support and they could improve by being faster.
View full review »AM
reviewer1467861
SAP Architect/ Business Analyst BPC, BW , SAC , FI at a educational organization with 10,001+ employees
SAP ERP technical support has been really good. All SAP support has been really good. Response time is good, and they have a good understanding of the product.
View full review »PV
reviewer1676889
Project and Service delivery Manager at a tech services company with 11-50 employees
Technical support definitely can be faster. We have had a couple of tickets in solution support opened for a long, long time without proper or satisfactory response. We're not 100% happy with the level of support we receive.
View full review »MH
Muralidhara H N
SAP Professional at a tech services company with 10,001+ employees
OP
reviewer1422672
Azure Cloud Solution Architect(CSA) at a tech services company with 1,001-5,000 employees
We have reached out to technical support in the past. They've been quite good and I would say that, overall, we've been satisfied with the level of support they've provided.
View full review »Technical support has largely been very supportive of our company. If we need an SAP developer, we're able to get one. However, the solution has been so stable so far there have been very few problems in general, so we haven't needed much help. Overall, we are satisfied with the level of support we get.
View full review »MA
reviewer1512006
Sr. Manager IT at a consumer goods company with 1,001-5,000 employees
I've experienced both the functional side and the technical side. They are good, I have explored a few things about the ABAP Dictionary and technologies. The structured language could be simplified.
View full review »TT
reviewer1477425
Associate Manager at a consultancy with 1,001-5,000 employees
Technical support is good.
View full review »ND
Nam Doan
Java Software Engineer at a tech services company with 10,001+ employees
Technical support is fast. Whenever we have a problem, I contact levels 1 or 2 and they are timely.
View full review »AM
reviewer1383990
Solution Application Development Manager at a real estate/law firm with 201-500 employees
We have had experiences with technical support that are both good and bad. Overall, I would say that they are below average. Their support is not clear, and furthermore, even a priority ticket takes a lot of time to resolve.
View full review »Technical support is 6/10.
View full review »
Customer Service: Very goodTechnical Support: Very good
View full review »
KK
reviewer1466862
Manager Finance at a tech services company with 1,001-5,000 employees
Their technical support is fine. We have a Service Level Agreement with SAP's technical support. They are within their Service Level Agreement.
View full review »FH
reviewer1414206
SAP Basis Consultant at a energy/utilities company with 1,001-5,000 employees
Technical support is good, but there is always room for improvement. They could be faster.
View full review »OK
reviewer1681611
IT manager at a tech services company with 51-200 employees
I haven't contacted SAP for support with ERP, but I have a relationship with them. My previous company was a software vendor that sold many applications similar to ERP, so I can express my general opinion.
SAP's support work is divided into three different areas: production environment, testing, and development. There is a specific approach for each area, with a different level of availability, response times, etc. Of course, the production environment is more critical, and SAP allocates more resources to it than others.
View full review »OA
reviewer1494672
SAP MDG Consultant at a tech services company with 11-50 employees
I have never been in contact with technical support.
View full review »Buyer's Guide
SAP ERP
March 2024
Learn what your peers think about SAP ERP. Get advice and tips from experienced pros sharing their opinions. Updated: March 2024.
768,924 professionals have used our research since 2012.