SAP Support Quick Guide
Transcript of 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
coNteNt
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Key Points
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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
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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
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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
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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.
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Gmay a th cts.
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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.
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