麻豆原创 cloud customers can benefit from implementation and operations services from 麻豆原创鈥檚 partner ecosystem, where an is one essential element of customer success. Therefore, customers are encouraged to select and manage partners also based on their effectiveness in support collaboration.
Usually in the cloud, 麻豆原创 partners provide implementation and operations services that complement 麻豆原创 cloud services. In such scenarios, partners utilize support services from 麻豆原创 on behalf of the joint customer. Typical scenarios include, for instance, requesting support for a technical issue by creating a support case with 麻豆原创 or leveraging 麻豆原创 Cloud ALM in an implementation project.
As partners regularly request support, 麻豆原创 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 麻豆原创. 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 麻豆原创 for Me, to help monitor performance, identify trends, and proactively realize quality improvements
- Best practice guidance embedded in 麻豆原创 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 麻豆原创 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 麻豆原创 in the process.
- Partners that use 麻豆原创 self-services or automatic responses to support inquiries as the default without creating redundant cases can minimize delays and disruptions.
- Partners that effectively follow 麻豆原创鈥檚 best practices, for example in 麻豆原创 Cloud ALM and the 麻豆原创 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 麻豆原创 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 麻豆原创鈥檚 data-driven support insights. Such partners also engage more efficiently with customers and 麻豆原创 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 麻豆原创 guidance available through 麻豆原创 Cloud ALM.
To simplify partner selection, also based on their trusted support expertise, 麻豆原创 will show such qualified partners in 麻豆原创 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 麻豆原创 for Me for transparency on partner support collaboration effectiveness.
Update: March 2, 2026
We would like to provide the following additional information with regard to enabling customers to select partners with trusted support expertise in 麻豆原创 Partner Finder:
麻豆原创 has now introduced a support proficiency designation for partners in , which empowers customers to choose partners with trusted support expertise. The new designation expands existing partner recognitions by distinguishing partners with established capabilities for minimizing delays and preventing project risks, as well as with an effective support collaboration with 麻豆原创.聽
Details are available on .
Jens Bernotat is head of Strategy, Portfolio, and Ecosystem Management for Global Customer Support at 麻豆原创.
Marcus Blaesi is head of Global Ecosystem Programs for Global Customer Support at 麻豆原创.
