SAP Active Global Support: Customer Interaction Australia & New Zealand

Customer Interaction offers specialised services aimed at providing the relevant support according to your position in your software life cycle.

Customer Interaction employees are empowered by SAP's management to ensure the highest level of customer satisfaction is achieved. The ultimate goal is to ensure the success of our customers and partners to achieve the maximum benefit from their business solutions.

Duty Manager

If for any reason you are not satisfied with the processing of a request you may call the Support Centre and request to speak with a Duty Manager. The Duty Manager will discuss the issue with you and according to the impact on your business take the appropriate action.

Duty Managers are part of the worldwide Escalation Management Team and in turn are responsible to SAP's Board Directors.

Should the request require Escalation the Duty Manager will:

Constantly monitor the progress of your escalated request.
Alert the appropriate personnel of the issue.
Keep you updated on the message status.
Ensure you receive a response as soon as possible.

Critical Phase Monitoring Go-Live/Upgrade Care

By informing Customer Interaction of your critical project dates we offer a specialised service, "Go-Live Care". This service has been designed to deliver expert support for your implementation and beyond.

Your project date will initiate a call from us to discuss the progress of issues logged with our support organisation. We will monitor the progress and in particular discuss the critical issues and liaise with our Escalation Team where appropriate.

After Hours Support

Outside normal Support Centre Hours, we provide you with Emergency Support for R/2 & R/3. This support operates on a "follow the sun" principle which means that your critical issue is forwarded to the next operational time zone support centre. This can either be Germany or the USA.

If you have remote connection to SAPNet Front End

Log your URGENT request
Assign the appropriate priority. Very High is intended for emergencies only, that is: systems down.
Ensure that you provide us with the relevant problem details
Results of note searches or other investigations
The impact to your business or project
Provide your name, telephone number where we can contact you after hours
Supply your login details and ensure that we connect to your system

If you do not have SAPNet Front End

Phone the Support Centre free-call number:
- Australia 1-800 066 595
- New Zealand 0-800 660 085
Voice Mail will direct you to press:
1. For urgent problems (such as a system down) you will be connected to the next support centre
2. Leave a message for us to call you the next business day - ensure you give your name, telephone number and company name

When leaving a message please provide your: Name, Telephone number and Company name