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SAP® support from Telekom

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Telekom is your partner for all services related to SAP®.

We offer "VAR delivered support" specifically for software maintenance and support services for your licensed SAP®software.

Get in touch
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The VAR Support Model

As part of the VAR (Value Added Reseller) support model, we process support requests created by end users. As the main provider of software support, our helpdesk receives your request, performs an initial root cause analysis of the support case and forwards the request to SAP® if necessary.

SAP®'s general services for optimising and further developing your software are supplemented by VAR Support with specific process knowledge. This ensures that you receive the highest possible quality of support.

Telekom offers a maintenance and support service for your SAP® software that is comparable to the support provided directly by SAP®. SAP® SE checks and certifies the quality of the support and service provided by SAP® partners as part of the "Support Authorisation" process.

Telekom has been certified as a Partner Centre of Expertise (PCoE) since 2017. Telekom meets all technical and organisational standards defined by SAP®. You can still access the SAP® information portals at any time (e.g. via the SAP® Support Portal). However, support requests for your SAP® software must be directed to Telekom via the contact channels listed.

Information on opening a report

To ensure that the processing procedure runs as smoothly as possible, we require as much detailed information as possible when you submit your notification. The following data is required:

  • Technical system information (computer name, SID, client, company code/institution, etc.)
  • Detailed description of the problem, including:
    • Steps taken prior to the occurrence of the problem (name of the transaction used, the report, entries made),
    • Exact syntax of the error message,
    • Accompanying circumstances (recent upgrades, customising changes, etc.),
    • Information and attachments that may be helpful in processing the support case, as well as
    • Presentation of an example with reproducible system behaviour.
  • Prioritisation of support cases
  • Customer contact person for queries regarding the content of the notification (name, department, telephone, email)

How to reach us

Emergency contact details

In the event of very high-priority incidents (e.g. SAP system downtime) and if support or the Telekom SAP Solution Manager portal cannot be reached, SAP support can be contacted directly via the SAP Local Support Centre (24/7).

If Telekom is currently unavailable as a partner for reporting problems, you can submit your report directly to SAP. SAP Support will then immediately contact your specified escalation contact at your company or at Telekom.

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