February 1, 2011

SAP Note 560499 - Global Support Customer Interaction Telephone fax email

SAP Note 560499 - Global Support Customer Interaction:
Telephone/fax/e-mail
Note Language: English Version: 157 Validity: Valid Since
25.08.2010

Summary
Symptom
You require assistance from SAP Support but you do not know the contact
details.

Other terms
Telephone, Fax, E-mail, Hotline, Message Enforcement, Message Escalation,
Global Support Customer Interaction, Problem Messages, Support Requests,
Service Requests, Service Postings, Support Center, Contact Person for
Customers, BOSAP Contact Data, SAP Business Objects, Speed Up Processing,
Enterprise Support, GSCI, CIC
Reason and Prerequisites
You do not know the telephone, fax or e-mail for Global Support Customer
Interaction.
Solution
Attached is a list of telephone numbers, fax numbers and e-mail addresses
for worldwide Global Support Customer Interaction.

1. TECHNICAL ASSISTANCE
Technical assistance is provided through the creation of an SAP customer
message.
Note:
A valid S-User and Password are required to do so.
S-User-IDs can be requested at www.service.sap.com
A password reset function is available at service.sap.com

1.1 How to create a customer message in SAP Service
Marketplace
- Go to www.service.sap.com
- Click on the SAP Support Portal
- Log in with User Name (S-User) and Password
- Use the following path to create the customer message: Help &
Support > Report a Product Error
- The SAP Message Wizard will then guide you through the
remaining process.

Refer to service.sap.com/message > Documentation for further assistance on
message creation.
1.2. How to create a customer message in SAP Solution Manager
The customer or end user or key user creates a customer message:
06.09.2010 Page 2 of 9
SAP Note 560499 - Global Support Customer Interaction:
Telephone/fax/e-mail
- In an SAP System via Help > Create Support Message in the menu
of a transaction
- In a web browser, independently of an SAP system
- In the Messages or Service Desk > Messages tab in the Solution
Manager system
Refer to help.sap.com > SAP Solution Manager for further assistance on
message creation.

2. NON-TECHNICAL ASSISTANCE
The following components are used to create messages for non-technical
queries using the message creation process described above:
Area: SAP Service Marketplace
Component: XX-SER-SAPSMP*
Query: Contents, Partner Portal, Download Manager, System Data
Area: S-User
Component: XX-SER-SAPSMP-USR
Query: S-User Administration, Authorisation, Password
Area: Remote Service Request
Component: SV-BO-REQ
Query: Request for the Delivery of a Remote Service
Area: License Keys
Component: XX-SER-LIKEY
Query: License Key for SAP Systems
Area: License Keys
Component: XX-SER-LIKEY-BOJ
Query: License Key for Business Objects
3. GLOBAL SUPPORT CUSTOMER INTERACTION CENTER CONTACT DETAILS
Note: Contacting our Global Support Customer Interaction Centers via our
24x7 telephone service is recommended if you require immediate assistance
for the following:
- Critical priority 1 customer messages (production down
scenarios and endangered imminent Go Live projects)
- Formal escalation of high messages
In order for SAP to prioritise a message appropriately information
detailing the commercial impact of the technical issue is required.
See SAP Note 67739 for message priorities.
See SAP Note 1281633 for message acceleration.
See SAP Note 90835 for message escalation.
3.1 SAP CUSTOMERS
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SAP Note 560499 - Global Support Customer Interaction:

TELEPHONE FAX EMAIL
If a number listed below is not available please call the following number:
+49 6227 744 969 (available worldwide)
COUNTRY CONTACT INFORMATION
Argentina T: +54 11 4891 3340 (24x7)
F: +54 11 4891 3056 / 3305
Australia T: 1800 081923 (24x7)
T: +61 2 9935 4660
F: +61 2 9925 7553
Austria T: 0800 295077(24x7)
Bahrain T: 800 81128 (24x7)
T: +971 4 440 7384 (24x7)
T: +353 1 8558034 (24x7)
Belgium T: 0800 75886 (24x7)
Bolivia T: +54 11 4891 3340 (24x7)
F: +54 11 4891 3056 / 3305
Brazil T: 0800 8914919 (24x7)
F: +55 11 5503 2303
Canada T: +1 866 660 3577 (24x7)
T: +1 610 661 7257 (24x7)
F: +1 610 661 0716
Chile T: +54 11 4891 3340 (24x7)
T: +56 2 440 3555
F: +54 11 4891 3056 / 3305
China T: +86 400 620 2008 (24x7)
T: +86 411 3963 0482
F: +86 21 3860 1346
Colombia T: +58 212 267 8344 (24x7)
T: 01800 915 4889
F: +58 212 276 5544
Costa Rica T: 0 800 052 1041
T: +52 555 258 7701 (24x7)
F: +52 555 257 7503
Czech Republic T: 800 143246 (24x7)
Denmark T: +45 8088 9491 (24x7)
Dubai T: +971 4 4407 384 (24x7)
Ecuador T: +58 212 267 8344 (24x7)
F: +58 212 276 5544
Estonia T: 8000049021 (24x7)
Finland T: +358 800 91 9487 (24x7)
06.09.2010 Page 4 of 9
SAP Note 560499 - Global Support Customer Interaction:
Telephone/fax/e-mail
France T: 0800 910253 (24x7)
T: +33 1 4445 2333 from North Africa
Germany T: +49 1802 260260 (24x7)
F: +49 1805 343430
Greece T: 00800 49129202 (24x7)
Hong Kong T: 800 964865 (24x7)
T: +852 2539 1919
Hungary T: 0680016601 (24x7)
India T: +91 80 4329 8300 (24x7)
T: +91 80 6779 8300 (24x7)
F: +91 80 2841 8310
Indonesia T: 001 803 65 7700 (24x7)
F: 001 803 65 7718
Ireland T: 1800 800 350(24x7)
Israel T: +972 9 777 5333 (24x7)
Italy T: 800 789009 (24x7)
Japan T: 0120 332 909
T: +81 3 5543 7600
F: +81 3 5543 7801
Japan
CRM on Demand T: 0120 92 5186
Korea T: 080 5992400 (24x7)
T: +82 2 2194 2600
Latvia T: 8000 2982 (24x7)
Lithuania T: 8800 30694 (24x7)
Luxembourg T: 8002 3076 (24x7)
Macau T: 0800 427
Malaysia T: 1800 814167(24x7)
T: +91 80 41398850 (Back up)
F: 1800 801320
Mexico: T: 01 800 713 6843 (24x7)
T: +52 555 258 7701 (24x7)
F: +52 555 257 7503
Netherlands T: 0800 0220683 (24x7)
New Zealand T: 0800 441719 (24x7)
F: +61 2 9935 4652
06.09.2010 Page 5 of 9
SAP Note 560499 - Global Support Customer Interaction:
Telephone/fax/e-mail
Norway T: +47 800 11 739 (24x7)
Pakistan T: +66 2 631 1814 (24x7)
F: +66 2 631 1818
Paraguay T: +54 11 4891 3340 (24x7)
F: +54 11 4891 3056 / 3305
Peru T: +58 212 267 8344 (24x7)
T: 0 800 12260
F: +58 212 276 5544
Philippines T: +63 2 848 1610 (24x7)
F: +63 2 840 8048
Poland T: 008004911572 (24x7)
Portugal T: 800 849195 (24x7)
Russia T: +7 495 725 4341
Saudi Arabia T: 800 891 1002 (24x7)
T: +971 4 440 7384 (24x7)
T: +353 1 8558034 (24x7)
SEME hotline** T: +353 91 40 4227 (24x7)
Singapore T: 800 4922129 (24x7)
T: +65 6768 6363
F: +65 6768 5050
Slovakia T: 0800049019 (24x7)
South Africa T: 0800981539 (24x7)
T: +27 11 235 6122 (24x7)
Spain T: 900998311 (24x7)
Sweden T: 020 799 925 (24x7)
Switzerland T: 0800 562643 (24x7)
Taiwan T: 0800 885 365 (24x7)
Thailand T: +1 800 4910284(24x7)
T: +66 2 631 1818
Trinidad&Tobago T: +58 212 267 8644 (24x7)
F: +58 212 276 5544
Turkey T: +90 216 633 0351 (Head Office)
UAE T: 800 0911 9001 (24x7)
T: +971 4 440 7384 (24x7)
T: +353 1 8558034 (24x7)
United Kingdom T: 08081012181 (24x7)
06.09.2010 Page 6 of 9
SAP Note 560499 - Global Support Customer Interaction:
Telephone/fax/e-mail
Uruguay T: +54 11 4891 3340 (24x7)
F: +54 11 891 3056 / 3305
USA T: +1 800 677 7271 (24x7)
T: +1 610 661 7241 (24x7)
F: +1 610 661 0716
Venezuela T: +58 212 267 8344 (24x7)
T: 0 800 HELPSAP 435 7727
F: +58 212 276 5544
** valid for the following countries: Bosnia and Herzegovina,
Bulgaria, Croatia, Macedonia, the Middle East, Montenegro, Romania,
Serbia, and Slovenia
3.2 SAP BUSINESS USER CUSTOMER
If a number listed below is not available please call the following number:
EMEA Region
+353 91 40 4395
North America and Latin America
+55 51 3081-1291
China, Hong Kong, Japan, South Korea, Singapore, Taiwan
+86 411 3963 1129
Malaysia, Philippines, Thailand
+91 80 4139 9216
Australia, New Zealand
+61 2 9935 4660
COUNTRY PHONE
Argentina 0800 4441284
Australia 1800 081923
+61 2 9935 4660
Austria 0800 295077
Belgium 0800 75886
Brazil 0800 8914919
Bulgaria 00800 1104973
Canada 1866 660 3577
Chile 12300 204255
China +86 400 620 2008
+86 411 3963 0482
Croatia 0800 222530
Cyprus 800 94380
Czech Republic 800 143246
Denmark 8088 9491
Estonia 800 0049021
Finland 0800 919487
France 0800 910253
Germany 01802 260260
Great Britain 0808 1012181
Greece 00800 4912 9202
06.09.2010 Page 7 of 9
SAP Note 560499 - Global Support Customer Interaction:
Telephone/fax/e-mail
Hong Kong 800 964865
+852 2539 1919
Hungary 06800 16601
Iceland 800 8868
India +91 80 4329 8300
+91 80 6779 8300
Ireland 1800 800 350
Israel 180 9349055
Italy 800 789009
Japan 0120 332 909
+81 3 5543 7600
Korea 080 5992400
+82 2 2194 2600
Latvia 8000 2982
Lithuania 8800 30694
Luxembourg 8002 3076
Macau 0800 427
Malaysia 1800 814167
Malta 800 62058
Mexico 01800 1233218
Monaco 800 93485
Netherlands 0800 0220683
New Zealand 0800 441719
+61 2 9935 4652
Norway 800 11739
Pakistan +91 80 4139 9216
Philippines +63 2 848 1610
Poland 00800 4911572
Portugal 800 849195
Singapore 800 4922129
+65 6768 6363
Slovakia 080 0049019
Slovenia 0800 80280
South Africa 0800 981539
South Korea 003084910037
080 599 2400
Spain 900 998311
Sweden 020 799925
Switzerland 0800 562643
Taiwan 0800 885 365
Thailand 001800 4910284
USA 1 800 677 7271
Vietnam +91 80 4139 9216
3.3 E SOURCING CUSTOMERS & PROVIDERS
COUNTRY CUSTOMERS PROVIDERS
US +1 866 456 1983 +1 866 456 1985
EMEA +44 20 8917 7641 +44 20 8917 7642

3.4 EMAIL ADDRESSES
Note: The preferred communication medium is via customer messages or
telephone (both available 24x7)
06.09.2010 Page 8 of 9
SAP Note 560499 - Global Support Customer Interaction:
Telephone/fax/e-mail
Emails sent to Global Support Customer Interaction via one of the following
email addresses are only processed during normal business hours and should
only be used where phone call/message creation is not an option.
3.4.1 SAP BUSINESS USER CUSTOMERS
support.BOSAPAsia@sap.com
support.BOSAPEMEA@sap.com
support.BOSAPAmerica@sap.com
3.4.2 SAP CUSTOMERS
China, Hong Kong, Taiwan, Korea, Singapore:
support.asia@sap.com
Australia, New Zealand:
support.australia@sap.com:
Russia:
support.cis@sap.com
Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany,
Greece, Hungary, Ireland, Israel, Italy, Luxembourg, Netherlands, Norway,
Poland, Portugal, Slovakia, South, Africa, Spain, Sweden, Switzerland, UK:
support.emea@sap.com
India:
support.india@sap.com
Japan:
support.japan@sap.com
Andina, Mexico, Brasil, Region Sur:
support.latinamerica@sap.com
Qatar, Kuwait, United Arab Emirates, Oman, Jordan, Iran, Bahrain, Egypt,
Saudi Arabia, Yemen, Syria, Libya, Lebanon, Palestine, Iraq, Sudan:
support.mena@sap.com
Indonesia, Malaysia, Philippines, Vietnam, Thailand, Pakistan:
support.sea@sap.com
America, Canada:
support.usca@sap.com