SAP engineering support is top notch. However, client support for maintenance is though the SAP partner ecosystem which, over the years have enormously increased their capabilities. So, the customer experience depends on the partner's capabilities.

The technical support team is responsive.

In all honesty, I must admit that I haven't had any direct interaction with SAP's technical team. The credit for the successful implementation of upgrades, notes, and overall planning goes to the data teams I worked with since the collaboration with these teams and the individuals involved was always very good.

The support services are not good for SAP HCM. It could be faster.

The solution's support team always addresses our problems very well. 

Sometimes the tech support is good and they have quick responses, and sometimes we face delays in the response. I don't know what it depends on, but each case is different. I'm not always satisfied and I'm not always dissatisfied.

SAP HCM's technical support was on point. I appreciate that every data we wanted, every help, reconfiguration, or customization we wanted in the system, happened as soon as the request was made.

We inform our in-house technical team about the issues. 

The customer service and support team is okay for all modules. But for HCM, we couldn't find a dedicated consultant to assist us.

I rate SAP technical support nine out of 10. They're always available via live expert chats whenever we get stuck.

Technical support is excellent.

We got the principal support from SAP. We also have support from a business partner to do all the implementation and maintenance. We don't have any issues related to support.

I would rate the technical support as a five out of five. With the support team, you can easily satisfy your clients.

The customer service and support was good. There were very helpful.

We have our IT support department for technical queries. So, we never directly contact the solution's technical support team.

SAP technical support is good. However, for HANA, they still have to go a long way to go.

Technical support through Telstra is available for SAP ERP, particularly for creating custom objects in SAP HCM when standard functionality falls short. The responsiveness of technical support depends on the complexity of the task. Simple workflows may have a quick resolution, while intricate processes, like complex triangular workflows, may take longer. The resolution time is influenced by both task complexity and technical team availability. In SAP implementation, a well-defined process can result in swift technical support integration, but more complex processes, such as those in SAP SCM, SAP M, and SAP Finance, may require more extensive collaboration with the technical team.

Sometimes, we get fast responses from the solution's technical support. However, the technical support team's response time is sometimes very slow.

Technical support is a strong team.

I have been in touch with technical support once or twice. Our problems were resolved very fast so I would say that the support is good.

The support wasn't that good. The implementation team didn't want to respond to issues. It took about three days to come and help us understand the system. 

The technical support is a little slow, like 24 hours. I feel since it is 2017, if I have a problem, I should be able to make a phone call or send an email and get a response within minutes, an hour at the most. When things take a day, it slows me down. The problem resolution itself is OK.

It is easy to contact technical support and get help. Within the license model, you are paying 22% of your license fees per year to SAP for their support. There is a marketplace for SAP that you will have access to. You will go to that marketplace with any issue to open your tickets. You can set the severity and urgency of the issue by selecting it on the form. Then you submit the ticket to SAP and according to the severity, SAP will contact you and try to solve the issue with you.  

The support has been very good.

When I dealt with SAP directly, they were a little bit resistant to accepting the client's request for development. They said that it was due to lack of resources. The market share was small, so they didn't want to waste a lot of time.

Eventually, after pushing them in the right directions, technical support was good and created what I needed. In general, it's not the system that fails, it's the people who are using the system.

In the end, technical support does what needs to be done.

Technical support needs improvement. 

Responses for enhancements can be slow.

The support that we have been getting has been great.

SAP does its technical support very well.

I've never been in touch with technical support at all. I have no idea if they respond quickly or if they are knowledgeable enough about the product. I can't give any insights due to my lack of experience dealing with them directly.

I have not personally dealt with them.

The level of technical support was good. They were always quick to solve problems with a high level of impact on our customers.

The solution is stable, so I didn't need to reach out to technical support very often. When I did, they were helpful.

In the normal process, you need to open a ticket with SAP and view a response or search on the marketplace for any SAP notes for fixing certain problems. That's normal process for all SAP modules; it's not HCM specific.

Medium.

I rate the level of technical support as high.

I wouldn't say that the technical support is the greatest. They take quite a long time to respond to issues.

7.5/10

Technical support is 8/10.

SAP HCM has many different channels for communication with the consultants which makes it complex. There are delays when there is a problem.

Technical support could be more helpful.

The technical support is quite good.