A practical guide for customers and partners
If you are an SAP Business One customer or partner and something does not work as expected, knowing how to get help – and what happens after you raise a request – can make the support experience much smoother. SAP Business One follows a clear, partner‑led support model designed to keep customers closely involved while ensuring issues are handled through the right channels. Read on to find out how it all works!
How SAP Business One Support Works
SAP Business One is sold, implemented, and supported through SAP‑certified partners. Customers work directly with their partner, while SAP provides the support platform, tools, and escalation paths in the background. All SAP Business One support activities are handled through the through the Support Launchpad for SAP Business One, which is used by both customers and partners.
Step 1: Contact Your SAP Business One Partner
Your SAP Business One partner is always the first point of contact for support. The partner understands your system's landscape, configuration, and add‑ons, and can often resolve issues quickly. Providing clear details such as error messages, screenshots, and business impact will help speed up resolution.
Step 2: Partner Review and Investigation
After you raise an issue, your partner investigates the root cause. Many topics can be resolved at this stage through configuration changes, known corrections, or best‑practice guidance. If SAP involvement is required, your partner takes care of sending the case to SAP Support.
Step 3: Using the Support Launchpad (Customers Have Access Too)
When an issue needs SAP support, your partner creates a case in the Support Launchpad for SAP Business One. Customers can also access the same Launchpad to track cases, view status updates, search SAP Notes and knowledge articles, request license keys, and manage S‑users and system data
Important: SAP Business One support does not use SAP for Me. Business One has its own dedicated support processes, and the Support Launchpad remains the central tool for both customers and partners.
Step 4: SAP and Partner Collaboration
Once a case is logged, SAP works directly with the partner to analyze and resolve the issue. Your partner remains in your main contact and ensures communication stays clear and consistent. Customers can stay informed by following progress in the Support Launchpad and through updates shared by their partner.
Customer vs Partner – At a Glance
Here is a summary of who does what during the SAP Business One Support Process
| Customer | Partner |
|
|
|
|
|
|
|
|
|
|
Additional Support Resources
Please see guidance on how to access the Support Launchpad for SAP Business One here.
Check out the following for more information on the support process:
SAP Business One Support Overview
2951753 – How to get Support for SAP Business One – SAP for Me
2388701 – How can SAP Partners get technical support for SAP Business One? – SAP for Me
Summary
Getting support for SAP Business One follows a clear and predictable path: customers work with their partner, partners investigate and send cases to SAP when needed, and SAP provides deeper‑level support through defined processes. By using the same Support Launchpad, customers and partners benefit from shared visibility, transparency, and a consistent support experience.
Thank you for reading!
We hope you found this helpful. Please note that the Customer Interaction Center is always happy to guide you on any of the mentioned processes and assist you with any queries you may have!
You can contact CIC for assistance if you need any further guidance. The Customer Interaction Center can be contacted by Phone, Expert Chat and by email.
Read more ##CustomerInteractionCenter blog-posts here!
