{"id":56335,"date":"2019-01-15T10:36:55","date_gmt":"2019-01-15T09:36:55","guid":{"rendered":"http:\/\/e3mag.com\/?p=56335"},"modified":"2020-02-09T16:01:36","modified_gmt":"2020-02-09T15:01:36","slug":"sap-support-that-will-be-nothing-more","status":"publish","type":"post","link":"https:\/\/e3mag.com\/en\/sap-support-that-will-be-nothing-more\/","title":{"rendered":"SAP Support: It's not going to work!"},"content":{"rendered":"

The first of these stories ended in tears: the SAP support employee pleaded on the phone not to escalate the matter because then his salary would be cut in India.<\/p>\n

This unimaginable event for Germany could no longer be verified. However, the source of the story was a very well-known CIO of a German SAP customer and DSAG member.<\/p>

\"Fullsize\"<\/a><\/div>\n

Five years ago, we thought it was an isolated incident, an interesting anecdote. Wrong! These kinds of reports became more regular and since the beginning of this year, not a week goes by without us hearing about such incidents at least three times.<\/p>\n

And it affects all SAP support offerings. Even existing SAP customers with access to a \"Support Advisor\" are in a similarly bad position: on the one hand, they are told that the problem is caused by custom code, which is difficult to do when a freshly installed development system crashes.<\/p>\n

Once, the Indian support employee asks the existing customer for a developer license to carry out the evaluation on their system. But the end is always the same: chaos and despair.<\/p>\n

Now an existing SAP customer has written to us and asked us to publish his unresolved case in E-3 Magazine - we are still trying to clarify the case with SAP, but they are showing little cooperation.<\/p>","protected":false},"excerpt":{"rendered":"

About five years ago, we were told the story for the first time: The Indian support employee from SAP does not understand the problem, speaks poor English, communication fails, the support ticket remains open. <\/p>","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"pmpro_default_level":"","footnotes":""},"categories":[27840],"tags":[236,619],"coauthors":[27825],"class_list":["post-56335","post","type-post","status-publish","format-standard","hentry","category-chefredakteur-blog","tag-sap","tag-support","pmpro-has-access"],"acf":[],"featured_image_urls_v2":{"full":"","thumbnail":"","medium":"","medium_large":"","large":"","image-100":"","image-480":"","image-640":"","image-720":"","image-960":"","image-1168":"","image-1440":"","image-1920":"","1536x1536":"","2048x2048":"","trp-custom-language-flag":"","bricks_large_16x9":"","bricks_large":"","bricks_large_square":"","bricks_medium":"","bricks_medium_square":"","profile_24":"","profile_48":"","profile_96":"","profile_150":"","profile_300":""},"post_excerpt_stackable_v2":"

Vor etwa f\u00fcnf Jahren wurde uns die Geschichte zum ersten Mal erz\u00e4hlt: Der indische Support-Mitarbeiter von SAP versteht das Problem nicht, spricht ein schlechtes Englisch, die Kommunikation scheitert, das Support-Ticket bleibt offen. <\/p>\n","category_list_v2":"Chefredakteur-Blog<\/a>","author_info_v2":{"name":"Peter M. F\u00e4rbinger, E3 Magazine","url":"https:\/\/e3mag.com\/en\/author\/peter-m-faerbinger-e-3-magazin\/"},"comments_num_v2":"0 comments","_links":{"self":[{"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/posts\/56335","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/comments?post=56335"}],"version-history":[{"count":0,"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/posts\/56335\/revisions"}],"wp:attachment":[{"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/media?parent=56335"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/categories?post=56335"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/tags?post=56335"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/e3mag.com\/en\/wp-json\/wp\/v2\/coauthors?post=56335"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}