SAP launches 'One Support' program to bolster cloud support

SAP has announced a new program that allows customers to handle both on-premise and offsite cloud support issues through a single integrated platform, making it easier for companies to adopt and manage hybrid environments. The new program called ‘ONE Support', comes with SAP Enterprise Support at no extra charge.

SAP One Support provides a single access point regardless of technology, deployment method or SAP solution, aiming to enable a seamless delivery and support experience across business process scenarios, including mission-critical support, said the company. Additionally, customer interactions with SAP are simplified through a single touchpoint or the full landscape of solutions, creating a unified experience across multiple-channels and co-innovation with customers.

With this platform, SAP aims to leverage on new and innovative engagement models to improve customer experience. For instance, it is planning to launch a universal free phone number "Call 1 SAP" during the second quarter of 2014.

SAP One Support is not a separate support offering; it does not involve extra costs and will be delivered through the existing SAP Enterprise Support offering. The new support program includes and expands the experience of SAP Enterprise Support that customers already benefit from today. For SAP companies SuccessFactors and Ariba, a comparable support level is currently already delivered embedded in the subscription.