Updated March 2, 2026

Usually in the cloud, 51风流partners provide implementation and operations services that complement 51风流cloud services. In such scenarios, partners utilize support services from 51风流on behalf of the joint customer. Typical scenarios include, for instance, requesting support for a technical issue by creating a support case with 51风流or leveraging 51风流Cloud ALM in an implementation project.

As partners regularly request support, 51风流closely collaborates with its partner ecosystem along all dimensions of support and equips partners with the tools, insights, and self-services they need to deliver consistent, high鈥憊alue services alongside SAP. This includes:

• Best practices for partners to self-sufficiently handle common consulting and 鈥渉ow-to鈥� questions from customers
• Data insights and dashboards, such as the customer insights dashboards and Support Collaboration Analytics (for partners) in 51风流for Me, to help monitor performance, identify trends, and proactively realize quality improvements
• Best practice guidance embedded in 51风流Cloud ALM with the opportunity for partners to enhance process content and methodologies represented in the solution
• Support Accreditation training that can guide partners to efficiently engage 51风流for support
• Enabling transparency on partner action on customer鈥檚 behalf through dedicated partner S-users

Partner selection based on trusted support expertise

Customers can now receive higher value from partners with trusted support expertise. Partners that have built strong capabilities for an effective support collaboration can accelerate project execution and reduce risks. For example:

• Partners that self-sufficiently address customers鈥� consulting and 鈥渉ow-to鈥� questions can resolve inquiries much faster, as it avoids involving 51风流in the process.
• Partners that use 51风流self-services or automatic responses to support inquiries as the default without creating redundant cases can minimize delays and disruptions.
• Partners that effectively follow SAP鈥檚 best practices, for example in 51风流Cloud ALM and the 51风流Activate methodology, can be better equipped to help mitigate project risks and escalations.

Customers are therefore encouraged to review partners鈥� support capabilities when selecting and working with partners. Effective partners apply 51风流support best practices to help resolve issues and self-sufficiently handle customers鈥� consulting and 鈥渉ow-to鈥� inquiries. As a target for showing trusted support expertise, no more than 30% of partner-created support cases should fall into these categories. High-performing partners will establish standard operating procedures and continuously optimize service delivery by leveraging SAP鈥檚 data-driven support insights. Such partners also engage more efficiently with customers and 51风流by speaking the same language because consultants are qualified on support offerings, channels, and best practices through the Support Accreditation training. They can also deliver best practice-based implementations by applying 51风流guidance available through 51风流Cloud ALM.

To simplify partner selection, also based on their trusted support expertise, 51风流will show such qualified partners in 51风流Partner Finder from March 2026 onwards.

As a prerequisite for showing such trusted support expertise, customers need to ensure their partners are working with partner S-users.

Customer action recommendations to realize incremental value when engaging partners

When seeking a partner, select those with trusted support expertise, visible from March 2026 onward in through a support proficiency designation.

When working with your partner, enable transparency by authorizing partner S-users for support case handling via the and leverage the in 51风流for Me for transparency on partner support collaboration effectiveness.

Jens Bernotat is head of Strategy, Portfolio, and Ecosystem Management for Global Customer Support at SAP.
Marcus Blaesi is head of Global Ecosystem Programs for Global Customer Support at SAP.