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Working with SAP Ariba Customer Support

© 2017 SAP SE or an SAP affiliate company. All rights reserved. 2Public

The SAP Ariba CustomerSupport Team


SAP Ariba Customer Support: Who We Are

SAP AribaCustomerSupport

Organization

HelpdeskSupport

CustomerCare

TechnicalSupportServices

Quality andExcellencePrograms

Expert Care

Support Operations and Infrastructure


Global Customer Support Sites

Pittsburgh(EUS + TSS)

Prague (EUS + TSS)

Bangalore(TSS)

Sunnyvale(TSS)

Melbourne(TSS)

Tokyo(EUS + TSS)

Customer support centerCustomer support office

EUS = End user supportTSS = Technical support services

Rio de Janeiro(EUS)

Santiago (EUS)

Dalian(EUS)


Customer Support by the Numbers

Overall Customer Satisfaction, 20168.68Service Requests handled yearly460,000+

Team members400+Global support24x5

Support centers6Industry recognition awards2


SAP Ariba Customer Support Extended Team

SAP AribaCustomerSupport

organization

CustomerManagement

SolutionsManagement Engineering

AribaPartners

AribaConsulting/Commercial


Your Services:Customer Support


Your Services: Customer Support

ü English available 24x5ü Other languages available during local business hoursü 80% of service requests closed on initial contact* Included with SAP Ariba Supplier Management and Strategic Sourcing solutions

End UserSupport

ü 24x7 severity 1ü 24x5 severity 2, 3, 4ü Direct access using SAP Ariba Connect for designated support contacts* Included with all SAP Ariba solutionsTechnical

Support Services

ü A knowledgeable customer manager to provide best-practice advice andact as a partner and advocateü A high-touch, personal relationshipü Specialized knowledge of specific business practices and processesExpert Care

Addable


Designated Support Contacts

Full access to SAP Ariba Connectü Submit and track service requestsü Submit and track enhancement requestsü https://connect.ariba.com

SAP Ariba Customer Support’s partner forü Downtime notificationsü Business process clarificationsü Approvals for end user requested changesü Raised awareness of trends with end user issues

https://connect.ariba.com/


SAP Ariba Supplier Support

ü Support offered by the SAP Ariba User Community, phone, chat, andonline service requests

ü Assistance with navigational and functional questions

ü Any business-specific support questions (such as “When will myinvoice be paid?” or “When will the winner for the event beannounced?”) routed through the customer


Providing Feedback


Providing Feedback to Ariba

Support feedback – transactional surveysü Triggered by a specific service request interactionü Survey combines rated questions (1-10; 10 highest) and

open-ended questionsü Focus on fixing the issues that concern our customersü Use customer feedback to improveü Recognize exceptional service from the teamü Make leadership accountable for survey feedback and action plans


An Example of the Survey

Translations to oursupported

languages areavailable at the

top of the survey.

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