Following the industry best practices, we are upgrading our phone support to provide an optimized support experience to our users. With the new improved phone support experience, users can get faster and more efficient help that they need.

This FAQ provides more information on how to get this expedited phone support, as well as the new Request Immediate Assistance button feature that is available for sourcing bidding events.

General Questions

Q: What are the upcoming changes for phone support?

A: From August 18, 2023, existing SAP Ariba ‘direct dial’ phone numbers will be decommissioned, and phone support will be offered via the Request a Call functionality in Help Center. For SAP Ariba Sourcing bidding events, customers can request immediate assistance with a new ‘Request Immediate Assistance’ feature. A button will show up directly in the event page when the timer is under 60 minutes, and users can choose to Request a Call or Call us directly (passcode protected)

Q: What is the new "Request Immediate Assistance" feature and how is this different from the direct dial numbers?

A: The new Request Immediate Assistance feature provides a more targeted and expedited assistance based on the information that is submitted prior to receiving a call from the product support team. No more waiting on hold or unnecessary delay in gathering basic customer and event information upon initial contact.


Q: What other options do I have to contact support?

A: As previously available, go to Help Center > Contact Us tab. Use the search box feature to find related contents. If you need further assistance, there is an option to create a support case and you will be presented with support contact options. You can find more information on this page.

Q: Can I still contact the product support team using the previous direct dial numbers?

A: No. Please update any references to existing direct dial numbers in your internal documentation with the information provided in this FAQ. All direct dial numbers will be decommissioned on August 18, 2023.

Q: What languages are supported?

A: Language support services are available in any language the user interface supports. SAP will make reasonable efforts to provide language support services available regionally during the predominant business hours for that language. SAP does not guarantee all contact methods (phone, chat, web form) for all languages.  

How to get expedited phone support during sourcing bidding events

Q: How can I get expedited phone support for sourcing bidding events?

A: Planned for the 2308 release (August 18, 2023), the feature Expedited Support Requests on Sourcing Auctions (SS-40648) will add a new Request Immediate Assistance button on the event page when it has less than 60 minutes remaining. This new button will provide faster and more efficient phone support to customers during emergency bidding situation.

Note: This feature is only available in the production environment. The button is not shown in test realm(s).

Q: How do I use this expedited phone support?

A: Click on the Request Immediate Assistance button (only available during the last 60 minutes of the event) and you will be automatically logged into your account in the Help Center and prompted with two options:

• Option 1 - We will call you (Recommended) – Click Request a call and you will be prompt to enter your personal information (First name, Last name, Email and phone number are required). Click Submit and you will receive an expedited call from the product support team. The call will be escalated to the appropriate product support team with the event information to ensure faster and better assistant.

• Option 2 - Call us directly – Click Contact us and select a country from the dropdown. You will be prompted with a phone number and a passcode to complete the call. The language of the support call will be based on the selected country. Have your Doc ID and Event ID ready. Click OK to close the window.

NOTE: To watch a full demo provided in our webcast, click here.

Q: What is the estimated wait time for both options?

A: All calls initiated via the Request Immediate Assistance button are prioritized over all other general inquiries. This prioritization is consistent with the current operating model in which the majority of the bidding calls are answered within a few minutes.

Q: What is the difference between the two call options?

A: The We will call you option is the preferred method for expedited support! A product support expert will call you with basic user and event information already at hand, and you no longer have to wait on hold to be connected to the next available expert. With the Call us directly option, you will need to provide some user and event information when your line gets connected to the next available product support expert.

Q: Who can use the "Request Immediate Assistance" button feature?

A: Both buyers and suppliers participating in bidding events will see this new button when the active events have less than 60 minutes remaining. (This feature is supported in the classic SAP Ariba Sourcing and guided sourcing user interface)

Q: The bidding event has less than 60 minutes remaining and I can't see the new button. 

A: If the event page has been idled, you will need to refresh the page or navigate to a different section of the page for the button to appear.

Q: Is the EDM (Event Day Management) service going to be affected by this change?

A: No, Project owners can continue to follow the established process to EDM Service where there is a specific direct phone line to our Market Integrity Specialists.