SAP Enterprise Support Reference Guide

8/10/2019 SAP Enterprise Support Reference Guide

http://slidepdf.com/reader/full/sap-enterprise-support-reference-guide 1/8

SAP® Enterprise Support:Reference GuideHow to Engage – and Unlock

All The Benefits



SAP ENTERPRISE SUPPORT

SAP’s industry-leading maintenance offering, SAP® Enterprise Supportservices, provides proactive support in addition to all the features ofthe SAP Standard Support option. This proactive support option

encompasses tools, processes, and services that enable continuousbusiness improvement, holistic application lifecycle managementfor continuous innovation, and business and operational processimprovements, and it helps lower total cost of operation (TCO).

The SAP Services organization can provide the expert support tohelp you optimize business processes, minimize risks, accelerate

innovation, manage the lifecycles of your applications – and gainthese advantages:• Continuous business improvement and innovation – Access to the

latest SAP software, enhancement packages, support and legalchange packages, tools, and procedures for implementing andupgrading SAP software

• Mission-critical support – Service-level agreement along with 24x7

access to the Support Advisory Center, 24x7 root cause analysisfor both SAP software and custom code, and continuous qualitychecks to identify technical risks and optimization potential

• Global support backbone – Collaboration across an entireSAP ecosystem

• Tools, methodologies, content, and community participation – A foundation to efficiently implement the SAP software and manage

end-to-end (E2E) solution operationsSAP Enterprise Support helps achieve these business objectivesacross an application’s entire lifecycle:• Maintain business process continuity – Increase the availability of

business processes and reduce unplanned downtime• Protect investments and accelerate innovation – Enable innovation

without upgrading current systems• Optimize business processes – Manage business processes moreeffectively

• Reduce TCO – Lower costs by standardizing, integrating, andmanaging business and IT processes



ENGAGING THE SUPPORT ADVISORY CENTER

Our team of support advisors in the Support Advisory Center fromSAP can be contacted 24x7 – for instance, if you have questionsabout your SAP Enterprise Support report or about application lifecycle

management. Global 24x7 root cause analysis, production-downsupport, and message escalation can also be initiated by contactingthe Support Advisory Center. If you need to provide SAP with addition-al information regarding a production-down situation, please have theSAP incident message number and business impact details at hand.

Using the Global Support Backbone to Resolve Issues

Most issues can be resolved by accessing the wealth of informationcontained in the SAP global support backbone. This includes theSAP Service Marketplace extranet that will link you to our entireservice and support infrastructure, including the SAP help portal andknowledge database in the SAP Notes tool, as well as your self-maintained knowledge base in the SAP Solution Manager application

management solution. You can also seek advice and assistance onresolving issues from online SAP communities, such as the SAPDeveloper Network site and the Business Process Expert community.

Engaging Mission-Critical Support to Resolve Issues

If you are unable to resolve an issue by utilizing the knowledgedatabase in SAP Notes, you should create an incident message via

your SAP Solution Manager or the SAP Support Portal service athttp://service.sap.com/message .

http://service.sap.com/message




What to Expect After Submitting an Incident MessageFor “very high” incident messages, SAP will provide an initialresponse within one hour. A fix, work-around, or action plan will

be provided within an additional four hours. For “high” incidentmessages, we will provide an initial response within four hours.

Information Needed When Creating Incident MessagesFor us to deal with your issue quickly and efficiently, it is imperativethat you:• Provide your direct contact details (land line, mobile, and e-mail)• Include the steps to reproduce the incident• Assign the correct priority for the incident message• Enter deadline(s) if relevant• List the component area; be as specific as possible• List version and support pack of all relevant software• When requested: Store remote login information in the secure

area; ensure that the validity date of the user ID and password

will span the number of days required. Please see alsohttp://service.sap.com/access-support• Include all the actions you have already taken to resolve the issue,

including any SAP Notes that you may have applied or discarded

How to Define the Business ImpactWhen entering a “very high” incident message or escalating a “high”

incident message, you must include an explanation of the businessimpact by answering the following questions:1. Is the problem in a productive, test, or development system?

– If it is in a test or development system, when are you planningto go live?

– Will it impact another project’s schedule for going live?2. What impact does your problem have on your business?

– Financial impact: What is the amount of revenue that will be lost?– Process impact: What business processes are affected?– Operation impact: Are systems down or delayed? If delayed,

by how long?3. Do you have a work-around? If so, how effective is it?4. How many users are impacted?5. Is someone who speaks English available 24x7 as a central point of

contact for this incident message?

Please refer to SAP Note 90835 for additional background informationrelated to business impact. Please refer to SAP Note 67739for more incident message classification information.

http://service.sap.com/access-support

http://service.sap.com/access-support



To truly benefit from SAP Enterprise Support and avoid issues, youmust follow these steps.

Set Up a Customer Center of Expertise A designated and certified Customer Center of Expertise(Customer COE) organization must be in place to act as the centralpoint of contact for interaction with the Support Advisory Center.Without a Customer COE organization in place, there are deliveryrestrictions that will impact the degree to which we are able to provide

mission-critical support.Get Ready for Application Lifecycle Management

Application lifecycle management (ALM) provides processes, tools,and guided procedures to manage the complete application lifecycleof SAP solutions. It relies on efficient collaboration of multiple SAP

and non-SAP tools. SAP Solution Manager plays a decisive role withinthe ALM tools. It enables central access to all required functions andcentral availability of all required information (a single source of truth).SAP Solution Manager facilitates the efficient collaboration between

your company and the SAP support organization.

SAP offers expert guided implementation (EGI) sessions for settingup and customizing SAP Solution Manager for ALM. To find out moreabout these sessions, please call the Support Advisory Center.

UNLOCKING ALL THE BENEFITSOF SAP ENTERPRISE SUPPORT



Utilize SAP Remote Services

With continuous quality checks, SAP can, for example, provide

proactive or reactive data-growth analysis, performance analysis,business-process operations analysis, security optimization analysis,or upgrade-related checks such as downtime assessment, supportingall phases of the application lifecycle. In addition, SAP offers specialremote checks to analyze planned or existing modifications andidentify possible conflicts between a customer’s custom code andSAP enhancement packages and other SAP software updates. Finally,

SAP provides you with access to SAP solution architects who canhelp you evaluate the innovation features of the latest SAP enhance-ment package and how it may be deployed for your business processrequirements. To find out more about SAP remote services, pleasecall the Support Advisory Center.

Read the SAP Enterprise Support Report

SAP provides a report within the scope of SAP Enterprise Support.In collaboration with the customer and the Support Advisory Center,the SAP Enterprise Support report summarizes the achievements.In addition, it provides the status of your support and service plan,the SAP application lifecycle management road map, and enables thetracking of identified top issues for you to resolve jointly with SAP.

To request your report, please call the Support Advisory Center.Contact Production-Down Support in Emergencies

In case of a production-down situation that may lead to business-process down situations, the production-down support team finds asolution or a work-around that will allow you to resume business

operation as quickly as possible. To raise a critical situation with SAP,please open a “very high” incident message and, if needed, call theSupport Advisory Center.



Please use the space below to write down your customer-specificinformation, such as customer, installation, system identification,and user ID numbers.

Useful SAP Notes16018 More information required on reported message35010 Service connections: composite note (overview)

52505 Support after end of mainstream/extended maintenance67739 Priorities of problem messages83020 What is consulting? What is support?90835 SAP message escalation procedure505060 Extended maintenance for SAP R/3® and SAP R/3 Enterprise software560499 Global support customer interaction – contact details736045 Complaints concerning service and support

Contact the Support Advisory Center

http://service.sap.com/supportcenters





Connect to SAP http://service.sap.com/access-supportCreate customer incidentmessage


Customer Center of

Expertise

http://service.sap.com/coe

Data Administration http://service.sap.com/system-dataE2E Solution Operations http://service.sap.com/e2eRun SAP Methodology http://service.sap.com/runsapSAP Developer Network http://sdn.sap.comSAP Enterprise Support http://service.sap.com/enterprisesupportSAP Notes Search http://service.sap.com/notesSAP Solution Manager http://service.sap.com/solutionmanager SAP Standards for SolutionOperations

http://service.sap.com/supportstandards

SAP Service Marketplace http://service.sap.comDownload Center http://service.sap.com/swdcSupport Offerings http://service.sap.com/supportofferings

Support Portal http://service.sap.com/support

Useful Links

Hot Tip

Check out the HotNews, TopNotes, E2E trainings, EGI training,Maintenance Optimizer, Service Connection Opener, and SAP

Notes subscription in SAP Service Marketplace and SAP Solution

Manager to be proactively informed about known issues that mightaffect your solution.

50 100 333 (10/05)© 2010 by SAP AG . All rights reserved.SAP and the SAP logo are registered trademarks of SAP AG in Germany and other countries. Business Objects andthe Business Objects logo are trademarks or registered trademarks of SAP France in the United States and in other

countries.

SAP Middle East & North AfricaPO Box 11835316th Floor , Arenco Tower Sheikh Zayed RoadDubai, United Arab EmiratesT: +9714 440 7222F: +9714 440 7333

SAP Saudi Arabia

28th Floor, Kingdom Tower, King Fahad Road,Riyadh 11321,Kingdom of Saudi ArabiaT: +966 1 211 8030F: +966 1 211 8180

PO Box 230888

www.sap.com/mena

Contact SAP Advisory Centre for MENA KSA (800 891 1002)UAE (800 0911 9001)Bahrain (800 81128)Other (+ 971 4 4407 384 /+353 1 855 8034)Email: [email protected]: http://service.sap.com/enterprisesupport

SAP Enterprise Support Reference Guide

Documents

Transcript of SAP Enterprise Support Reference Guide