Schedule a Manager Session

[monikar03]

‘Schedule a manager’ is one of our latest Real-time support offerings in SAP’s real-time support channels, which give the customers the ability to schedule a 15-minute call with a Product Support manager regarding their incidents and it should be scheduled minimum 2 hours in advance. 

 

At times, we understand that a simple conversation with a manager can bring the focus you need to an incident to ensure the reported issue is being addressed in the correct way. 

 Here you have an option to schedule a phone call with an SAP Product Support Manager from the related product area, to discuss about the incident and ensure that any service exceptions are appropriately addressed and corrected if needed. This service is available for: 

•  High priority case – available for all SAP Products,
  Your case has been opened at least 2 days ago. 


• Medium priority case: available for all SAP products excluding SuccessFactors and HCM products
  Your case has been opened at least 9 days ago 

 

Let’s have a look and see how to book a session : 

• Go to the SAP ONE Support Launchpad 


• Access your open incidents 


• Schedule a Manager is available on incidents meeting these conditions: 


•          High priority case – available for all SAP Products,
          Your case has been opened at least 2 days ago. 

• Medium priority case: available for all SAP products excluding SuccessFactors and HCM products
  Your case has been opened at least 9 days ago 


• If an incident meets the above conditions, the Schedule a manager button will be active. To book a session click on 'Schedule a manager' 

1. Next click 'Book a Session' 


2. Select the date and time that suits you to receive a call back from the SAP manager 


3. Complete the request form by maintaining the following: Contact Information, Reason for Request and Additional Details and click the 'Submit' button 


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


5. A confirmation email will be sent to the email address provided 

 

 

As we just saw how you can book a session, let’s look at the ways to cancel Schedule a manager session. Below are the steps mentioned:  

1. On the 'Schedule a Manager Info' screen, click on the 'Cancel' button 

     2. Choose 'Yes' on the popup 

  3. Receive confirmation that your Schedule a manager session has been cancelled 

  4.  An email will also be sent confirming the cancellation 

In case you are looking on how to update the contact information in the Schedule a manager session, please refer the below steps:  

1. On the 'SAM Info' screen, click on the 'Update Contact Details' button 


2. Enter new contact details e.g., Name, Phone Number or Email address and click 'Submit' 


3. Follow-up emails will be sent to both the customer and manager confirming the new contact information.

 

 For more information, please do refer Product Support (sap.com)              

Thank you for reading, we hope you found it useful!  

If you have any questions, please feel free to ask us in the Q&A  All Questions in Customer Experience | SAP Community and All Questions in Support Services | SAP Community   

[rajneesh_mohankumar]

Its a Nice informative Blog .

[blumyamalan]

Thank you, Monika. This covers all essential aspects of SAE and SAM. Very useful.