Importance of the IT Contact
When an SAP Contract is signed, a Technical Administrator (also called the IT Contact) is nominated on the contract.
The IT Contact should be a hands-on system administrator with the skills to manage and troubleshoot the system, not an executive. This individual should be accessible, responsive to SAP communications, and actively engaged with the project and business stakeholders.
The IT Contact will:
- Receive all technical communications about the startup of the SAP product (including provisioning emails & welcome email)
- Become an S-user administrator.
More details about users and authorizations are available here.
If you noticed that the SAP IT Contact is incorrect, please change them ASAP to avoid complication and any delay of the project.
How to change IT Contact
There are two options for changing the IT Contact
- SAP Onboarding Token – this is a self-service option available for 2 months from order booking. Recommended if contract has not already started.
- SAP Support Incident – recommended if token has expired or contract has already started.
SAP Onboarding Token
The Onboarding Token is a digital code found on the sales order and is active as soon as the sales order is received. The Token can be used by anyone on the customer side but can only be used once and must be used within two months of creation.
The person who uses the token becomes the new IT contact for that order.
Using the token has two significant results:
- That person will receive all technical communications about the startup of that SAP product (including provisioning emails & welcome email);
- That person will become an S-user administrator.
Please note, the new Contact IT will only receive above communications if the token is redeemed prior to the contract start date.
SAP Support Incident
In case the Onboarding Token has expired or has already been redeemed, you can still change the IT Contact by creating a Support Incident via SAP for Me.
Recommendation: create the incident with the subject: “Request to Change the IT Contact Person”. In the text description, please include:
- The name and email address of the current and desired IT Contact
- The Reason for the change
- If applicable, request to resend the provisioning emails to the new IT Contact
Find more details on the SAP KBA 1296527: How to create a support case.
In Conclusion
The IT contact plays a crucial role in provisioning your SAP systems effectively. It is essential to ensure that the right person within your organization is designated for this role to facilitate seamless operations and communications. If a change in IT contact is necessary, this blog has outlined a straightforward procedure to make the transition quickly and efficiently.
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Check out other blogs from the series Customer Onboarding at SAP
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About the authors:
- Keith is a system access topic expert in the SAP customer onboarding team and is passionate about customers first successful login to SAP products and support systems.
- Linh Hoang is a strategy and program manager for the customer onboarding at SAP, overlooking the onboarding journey cross-solution areas.
Having questions, comments or feedbacks? Don't hesitate to comment down below or contact @KeithB or @Linh-Hoang.
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