sap support quick guide

8/3/2019 SAP Support Quick Guide

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SAP Services

SAP SuPPort Quick GuideTiered Model or More SupporT

opTionS


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4 Support Model Overview 4 Ky pts

5 SAP Enterprise Support

7 SAP Standard Support

8 Supplemental Support Oerings

9 Support Comparison 9 Smmay th SAp St

Bts 9 M imat

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Key Points

SAp s a csstt, gba a-ach wth a chc btw SApStaa St a SAp etsSt a w a stg cs-tms. Ky acts c th wg:bgg Jaay 1, 2010, w astg cstms ca chs btw

SAp Staa St at a ctst c 18% a SAp etsSt at a st c 22%.

SuPPort Model overviewTiered Model

ogaats act t sta ac that ca hthm maag thbsss cmty.

Figure: SAP Support Oerings

Support oundation

Optimizebusiness and IT

Help ensurestable operations

SAP Enterprise Support

SAP Standard Support

Scope

ofsupportneeds

Smta st gs

Cmty st s

Business needs

i ss t back w ha cct m cstmsk y, SAp w s a t st m csstg th SAp Staa St t, SAp ets Stscs, a smta st gs, sch as SAp

MaAttt st a SAp Sagag scs.

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Cmtg tays gba makt-ac casgy qs gaa-ts t at cm iT ascasthat a sha by gba bssstwks a at bssscsss at a cmtt tta-cst-

-wsh . As a st, ga-ats act t sta ac that ca h thm maagth bsss cmty, whchqs tgatg sts acssa iT csystm a tmg thcmt acat cyc.

Wth SAp ets St, yga iT bts that t t bsssbts:Improved business user productivity

Y gt accss t cts qatychcks (CQCs) tagtg mgbsss css mac.Ths c mt tmat,ata m maagmt, a sc-ty tmat. i at, SAps sc- agmts(SlAs) ty 1 a 2 mssags a t t mm ttt bsss csss aaab ty.

Business enablement via internalexpert knowledge Y gt accsst t kwg t assss sag

cstm c as w as th aaabty staa c thatcs th sam ctaty. iat, th r SAp mthgys a gac amwkt mak bsss siT tactm ct. SAp as sbsss css ct tst ab cts mmt bsss s.

Improved operational eiciencies Wth acat cyc maag-mt (AlM) mthgy a -t- st at staas, yca ag mat bst actcst smy ats a atmat

a m tasacy.Integrated SAP operational tools

Th SAp St Maag, t-s t, sts y astams th ata maag-mt th SAp st, cgmts sch as sc sk, jbschg, mtg a tg,chag a tst maagmt, a tcas aayss, jst t am a w. SApets St scs cstms

bt m hac sag ghts th sc sk ctaty SAp St Maag, w st-g th cmt SAp st.

SAp ets St s

st acss a acats tcyc, m mmtat atstg, t matac a ats,t mtg, tmg, a ga-g. As a st, y ca acq thstat--th-at ts, tchqs, c-tt, a bst actcs that ca hy tct a st y iT a-sca. Wth sch cttg-g kw-g, y ca ach y bsssgas.

SAP eNterPriSe SuPPortproACTive experT SupporT And AdviCe

SAp s a csstt, gba aach wth achc btw SAp Staa St a SApets St a w a stg cstms.

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Scope o SAP Enterprise Support

Area Functionality

Staa st abs Kwg bas a th SAp Sc Maktac tat ct st,

cg ts a st ackags

Accss t staa systm hath chcks

Accss t at a hacmts ackags a assSt asy as y SAp ets

St a acat

Th st asy ct, whch cssts ssas amg t a t y

gaat

SlAs ty 1 a 2 mssags SlAs (wth ats) SAp t a st, wka, act a ty

1 a 2 mssags, acab

et tam t st ats

ct-w stat, cg

cstm c st

Accss t a tam ts task wth stg cstms bsss t ma at

pact mt tmat scs rmt tmat scs tagtg ata gwth, Cpu tat, bsss css,

a scty tmat

Scs st by SAp t ass scc cstm sss

Scc cmmats t s t ss

Qaty maagmt staas Qaty gat (Q-gat) maagmt, whch cts th qaty stwa chags a

qaty gats a Q-gat s a mst jct amstat SAp St Maag,

ts t

eabmt SAp St Maag, ts t, a t-g mmta-

t ssss

St cstm c sag A cstm c tmat cmhs st ats staas a SAp

St Maag, ts t, as cstm c cmt sty

Cstm c mataabty chck a cstmat jstcat scs

Accat at abmt sc, whch s y wth accss t SAp

st achtct as at ag at actts

Chag a tstg maagmt Bsss css chag aay, whch cmas th bjcts c a tast t

th bjcts cta th s tasacts (sc y bjct s cay assg t a

cta tasact a cta sca, bsss css, css st, y ca t-

m csy whch ats a bsss css hachy a act by th chag)

St a abmt t gt th mst t

SAp ts a mthgs:

SAp St Maag, ts t

r SAp mthgy

ogaat gac

iTbsss ts agmt

oata ccs

et matac mySAp erp 2004

ass; SAp r/3 stwa, s 4.6c;

a SAp r/3 ets stwa, s 4.7

et matac SAp r/3 4.6C, SAp r/3 ets 4.7, a mySAp erp 2004

ass

pctabty matac s pctab s, whch h t ss th chags ag a bgt th ct

cmc cmat

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Access to standard system healthchecks ps y wth staascs am t h y mtgatbasc jct sks; SAp GglChck sc, SAp oS/dBMgat Chck sc, a

SAp eayWatch At scKnowledge base via SAP Service

Marketplace ps SAp kw-g a ts t h y -at a tm y acats

Access to innovation via enhance-ments packages and releases ps y wth th abty t ky acats t t cta,tchgca, a gatymts

m mmtat t ats,SAp Staa St hs y SAp sts cty a absiT t st y bsss bjcts.Wth SAp Staa St, y gath wg bsss bts:

rab ss t tchcasts

Ssta systm tgty

SAP StANdArd SuPPortServiCeS And ToolS To Help You MiniMizeCoST And riSK

SAp Staa St s s-t scs t h y ab ct-s a ct iT ats. Ths st s y wth thscs a ts that h y t m-m th cst a sk asscat wth

kg y systms a g.

SAp Staa St s thwg t y gaat:Incident support, including notes

and support packages Hs yst smth iT ats, wtha-th-cck ss sta scaat, cg 247accss t th SAp nts tatabas bak- st

Scope o SAP Standard Support

Area Functionality

ict st 247 mssag cssg mssags wth y hgh ty

Accss t SAp nts atabas

Bg s a ts

St ackags

iat ehacmt ackags

rass

lga chags

Tchgy ats

rmt scs SAp eayWatch At SAp Ggl Chck

SAp oS/dB Mgat Chck

SAp St Maag, ts t cts stwa mmtat a matac

lmt ctaty

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SuPPleMeNtAl SuPPort offeriNGSAddiTionAl SupporT or individuAl needS

i at t SAp Staa Sta SAp ets St, SAp ashas smta st gs:SAP MaxAttention o ta

st g wth a ag scs cstm y a

s, by a -st tchcaqaty maag

SAP Saeguarding o jct-bas g t h y maagsks a ab th tchca bst-ss y SAp sts gmmtat, ga, aats

SAp ets St s st acssa acats t cyc. As a st, y caacq th stat--th-at ts, tchqs, ctt,a bst actcs that ca h y tct ast y iT asca. Wth sch cttg-gkwg, y ca ach y bsss gas.

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Summary o the SAP SupportBeneits

Y bts c: A chc y st ts

gg y th bty y b

askg

St ts t st ybsss stat

pc SAp ets Stam- ca at th 2009 cst at

A at that sts a taks

y back y ssy

For More Inormation

T a m abt SAps tst m, ca y ca SApstat st Wb statwww.sa.cm/st.

SuPPort coMPAriSoNCHooSinG THe ServiCe You need

Service* Business Beneft SAP Enterprise Support SAP Standard Support

Service-level agreements Response times and penalties to decreasedowntime

Expert-guided implementation service Special services to ramp up and prepareor smooth operations

SAP Enterprise Support services report Customer-speciic status report ocusedon support operations

24x7 root cause analysis Experts restore operations in high-risksituations

Continuous quality checks Identiy risks beore they cause seriousissues or proactive and reactivemonitoring

24x7 access to support advisory center 24x7 access to advisers or smoothoperations

Accelerated innovation enablement Access to expert support days to identiyareas or innovation helps with continuousimprovement

Extended maintenance or selectreleases

Increased lexibility to deine a suitabletime or an upgrade

Enablement o operations standards Enablement to establish standardizedprocesses to enable smooth operationsand continuous improvement

Basic support services Basic support services to keep your

system up and running, like access to SAPNotes and SAP Service Marketplace extranet

SAP Solution Manager, enterpriseedition, or support purposes

Application management to maintainvisibility across landscape

(lmt sag ghts)

*Note: Sm ctaty may t b aaab SAp Bsssobjcts stwa cstms.

Th wg tab shws a cmas whch scs a bts a by th t st ts.

Comparison o Services and Benefts

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www.sap.com/contactsap

50 100 337(10/05)2010 SAp AG. A ghts s.

SAp, r/3, SAp ntWa, dt, pateg, Bydsg,Ca ets, SAp Bsssobjcts e, a th SApcts a scs mt h as w as th sctgs a tamaks gst tamaks SAp AG

Gmay a th cts.

Bsss objcts a th Bsss objcts g, Bsssobjcts,Cysta rts, C ysta dcss, Wb itgc, xcss, ath Bsss objcts cts a scs mt has w as th sct gs a tamaks gsttamaks SAp ac th ut Stats a th cts.

A th ct a sc ams mt a th tamaks th sct cmas. data cta ths cmt ssmata ss y. nata ct sccats may ay.

Ths matas a sbjct t chag wtht tc. Ths matas

a by SAp AG a ts aat cmas (SAp G) a as-s bass sbjct t th Ga dscam a thtms s stat at //www.sa.cm/cmay/ga/cyght/., a wtht waaty as t accacy cmtss.Ths matas a mata ss y, wthtstat waaty ay k, a SAp G sha t bab s msss wth sct t th matas. Th ywaats SAp G cts a scs a ths that ast th th ss waaty statmts accmayg schcts a scs, ay. nthg h sh b cst ascstttg a ata waaty.

Th matas a t a f tms whch SAp AG tsaat g cmas w bsss. i t scssy scc jct sc a asscat csts, as ctact aath SAp sas stat.
http://www.sap.com/contactsaphttp://www.sap.com/company/legal/copyright%20/index.epxhttp://www.sap.com/company/legal/copyright%20/index.epxhttp://www.sap.com/contactsaphttp://www.sap.com/company/legal/copyright%20/index.epxhttp://www.sap.com/company/legal/copyright%20/index.epx

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