Support for SAP systems and the Google Cloud infrastructure and services that the SAP systems use is subject to requirements that are defined in SAP Note 2456406 - SAP on Google Cloud Platform: Support Prerequisites (an SAP user account is required).
When the support requirements are met, you can request help from either Cloud Customer Care or SAP Support, depending on where you think the cause of the problem is.
Customer Care plans for SAP
For support for the Google Cloud infrastructure and services that SAP systems use, you need a Customer Care plan that is accepted by SAP.
In the following list of accepted support plans, Enhanced Support and Premium Support are the only plans that are currently marketed:
- Enhanced Support
- Premium Support
- Production Support Role (legacy)
- Enterprise Support (legacy)
- Platinum (legacy)
- Gold (legacy)
- Silver (legacy)
If you currently subscribe to one of the legacy offerings, consider transitioning to a current support plan. For more information, see Support offerings shutdown.
You can see your current support plan and find contact information for Customer Care on the Overview page in the Google Cloud console.
For more information about Customer Care plans and terms of service, see:
Contact Cloud Customer Care
Once you subscribe to a supported Customer Care offering, you can contact Google Cloud Customer Care.
If you experience any issue with your SAP systems running on Google Cloud, then create a support case. For information about how to create a support case, see Create and manage support cases.
While creating a support case, specify the subcomponent that is most relevant for the issue you're experiencing:
| Field | Description |
|---|---|
| Group | Select Compute. |
| Component | Select SAP on Google Cloud. |
| Subcomponent | Select the most appropriate category. |