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SAP’s Support Offering For The Indirect ChannelService Offerings & Scope Description

April 2011

Training Positioning Assets

Internal - SAP

Partner facing roles

External -

Partners

SAP Partner

facing roles

Partner Customer

© 2011 SAP AG. All rights reserved. 2

IMPLEMENT

BETTER

OPERATE

BETTERINNOVATE

BETTER

SAP Active Global Support Circle Of Innovation Productized Experience Driven By 100,000+ Customers

24x7

support

SAP ENTERPRISE

SUPPORT

SAP ACTIVE

GLOBAL SUPPORT

develops

Experience

Productized experiences available for

all through the engagement methodology

for SAP Enterprise Support

• Tools

• Standards

• Best Pract.

• Rem. Services

• Health Checks

• Self Services


SAP Support Portfolio: Indirect ChannelMeeting Varied Customer Business Requirements

Ensure

Stable OperationsOptimize

Business and IT

SAP Enterprise Support

Complexity of Support Needs

Scope o

f S

upport

Needs

Business Needs

SAP Enterprise Support is the industry-leading offering protecting your mission critical business,

providing support excellence and accelerated innovations.

SAP Standard Support is the basic offering for reliable response to technical disruptions and for

maintaining system health and integrity. SAP Standard Support keeps your SAP systems running.

SAP Standard Support


SAP Standard Support (Indirect Channel) Clear Deliverables for Stable Support

SAP Standard Support

Response to technical

disruptions

Customer-enabled

business process optimization

Sustained system

integrity

7x24 access to SAP

Notes Database for

break/fix resolution

Technical and functional

updates via the SAP

Service Marketplace

SAP EarlyWatch® Alert

service

SAP GoingLive Check

SAP OS/DB Migration

Check

„Keeping Your single SAP systems running.“


SAP Enterprise Support (Indirect Channel) Clear Deliverables to Optimize Business and IT


Business Continuity

Investment Protection

& Accelerated

Innovation

Business Process

Improvement

Total Cost of

Operations Reduction

End-to-end Solution

Operations

Run SAP Methodology


Set-Up Service (by

Partner)*


Report (by Partner)*

Solution Documentation

Assistant

Test optimization

Business Process

Monitoring

Technical Quality Checks

Extended SAP Solution

Manager Usage Rights

Business-driven innovation

Accelerated Innovation

Enablement

Business Solution

Configuration Content

SAP Supplement Service

for partner template

Maintenance Extension for

SAP4.6C & 4.7, SAP

Business Suite 2004

Mission-Critical Support

Standard application &

quality management

Remote Access &

Support

Global Support

Backbone & Ecosystem

Alignment(*) via SAP Solution Manager

„Keeping Your business running and ready for future growth.“


Your Business Demands The Best Support SAP provides Options – Now it is Your choice

SAP

Enterprise

Support

Keeping

Your

Business

Running

SAP

Standard

Support

Reduction of

total cost

of operations

Keep the

System

Running

Business

Process

Improvement

Less system downtime and less

business interruptions

Optimized system and solution

performance

Increased productivity and efficiency

through shortened system

response times

Pro-active support (Ongoing Quality

Measures (OQMs) and Technical

Quality Services (TQCs)

Automation / Best Practices for IT

operations (e.g. monitoring & reporting)

Service Level Agreements

Improved Change Management (e.g.

Test Cases)

Accelerated innovations

Comprising whole IT-landscape

Re-active support

Response to incidents

Process optimization enabled by you

Sustained system integrity


SAP Enterprise Support: What’s Inside?The Industry-Leading Support Offering

Protect your business

and achieve operational

excellence

Drive efficient

implementations that

meet your business

needs

Foster your company’s

growth by continuously

evolving your business

and IT processes


SAP ENTERPRISE SUPPORT

Q1 / 2011

Enhancements For The Indirect ChannelIncreasing Value with SAP Enterprise Support

2 Remote services for

partners

SAP ENTERPRISE

SUPPORT

Q1 / 2010

8 Technical quality checks for

customers18 Technical quality checks for customers

Extended usage rights for

SAP Solution Manager

Find more details on SAP Enterprise Support for the

indirect channel within the support area of SAP Channel Partner Portal.

And much more

Equal requirements for service delivery –

indirect and direct

4 Remote services for partners


Extended Usage RightsSAP Solution Manager

SAP Solution

Manager

Functional

baseline

SAP Solution

Manager

Application

lifecycle

management

for the entire

customer

solution Well-defined basic coverage

as a protection of investment

Continuous improvement

For SAP components

Sharpening of the functional reference scope based on

SAP Solution Manager 7.0, EHP 1

RESULT AND VALUE PROMISE

SAP SOLUTION MANAGER

Ongoing significant application

lifecycle management

innovations

Openness to third-party

management tools*

For SAP solutions

More application lifecycle management for the entire solution

Significant extension of usage options for


SAP STANDARD

SUPPORT

SAP ENTERPRISE

SUPPORT

*Such as IBM Tivoli and HP Quality Center

SAP Solution

Manager


SAP Enterprise Support: Service Delivery Model Opportunity to Develop and Deliver Additional High-Value Services!

Direct support for

Priority 1 incidents

Technical Quality

Checks (TQCs)

along entire lifecycle

(based on EWA*)

CUSTOMER

CUSTOMER

ERPEWA

PARTNER

PARTNER

VAR delivered support

1st and 2nd Level

Support

SAP Solution

Manager

Service Desk

SAP

Delivers SAP ES

to partners

Delivers end-to-end

solution support

(recommended @ 22% of

SAP SW list price)

(@ 22% of partner

SW buy price)

(*) EWA = EarlyWatch Alert

SAP provides

Reactive Support

Proactive Support

End-to-End Support Infrastructure

Enablement

SAP

Global organization

Active Global Support

5,900+ support engineers

SAP Solution

Manager

Implementation & operation services

Incl. 7x24 escalation support

Application lifecycle management

Business Process Monitoring

PCOE certified partner

(support authorization)


Differentiate Through Maintenance And SupportEnhance Your Business Model Through Support!

Hosting

Application

management

Add-ons

Best practices

Consulting

Business

consulting

License

sales

Support

TODAY TOMORROW

Hosting

Application

management

Add-ons

Best practices

Consulting

Business

consulting

License

sales

Support

Advanced

services

VALUE CONTRIBUTION

Generic channel partner revenue stream(conceptual)

1. INCREASE

a) Customer satisfaction with SAP

Enterprise Support

b) Customer insights through

support services

2. DEVELOP

a) Additional revenue streams

(follow-up services)

b) New service innovations with

professionalized and

standardized services

3. OPTIMIZE

a) Differentiation

b) Margins and quality


Deliverable For A Channel Partner (1/3)SAP Standard Support vs. SAP Enterprise Support

Deliverables SAP Standard Support SAP Enterprise Support Benefits of Enterprise Support

Service Level

Agreement

(SLA)

Not Applicable SLA for priority 1 messages

Priority 1 („Very High“) messages measured in real

time (incl. top issues, such as GoLive showstopper

and production down).

Consists of dedicated Initial response time (IRT),

plus maximum processing time (MPT) until

provision of action plan/solution.

Fast help when you and your

customers need it most –

guaranteed!

Covers the complete application

life cycle

Message billing

Level 1 or 2 messages are

billed to partners which are

solved by SAP regardless of

priority

Priority 1 messages accepted by SAP always free of

charge (incl. top issues, such as GoLive

showstopper and production down)

Priority 2-4 messages charged (except for 3rd level

support)

Mission-critical support (based

on Priority1 messages) without

additional costs

Escalation interface

Not Applicable "7/24 partner support advisory by SAP (as follow-up

to priority 1 messages, vital SAP Early Watch Alerts

and top issues) for partner acting on behalf of

customer“

Red Light Post Processing (after TQC delivery)

Direct contact channel for

VAR; dedicated route to

resolution as part of Mission

critical support

Message Processing

Standard processes and

procedures

7x24 Production Down Support including root cause

analysis for Priority 1 messages (“Very High” (incl.

GoLive showstopper and production down)) in

addition to Service Level Agreement (SLA)

Highest attention when you

need it most

Involvement of a separate

team to ensure highest

attention to get customer

business back running as quick

as possible

PartnerEdge

Partner



Deliverables SAP Standard Support SAP Enterprise Support Benefits of Enterprise

Support

Infrastructure for

collaboration

Access to SAP Service

Marketplace (key user

only) and SAP Developer

Network (SDN)


(functional baseline for

single SAP components)

Access to SAP xSearch

and SAP Notes Database

Access to SAP Service Marketplace (key user only)

and SAP Developer Network (SDN)

SAP Solution Manager (Application Lifecycle

Management for the entire customer solution) -

Web enabled access to Service Desk at VAR

(including GoingLive Check for ServiceDesk free of

charge)

Access to SAP xSearch and SAP Notes Database

Tagging of notes (key words assignment)

End-to-end support

infrastructure which is unique

in the software industry

Full access to SAP Solution

Manager and to upcoming

innovations – Advanced tools

for diagnostics, integration

testing, and monitoring

available!

Partner Enablement

40+ hrs eLearning

accessible via SAP

Channel Partner Portal

(free of charge)

Service sessions provided

by Partner Services

Advisor

(free of charge)

40+ hrs eLearning accessible via SAP Channel

Partner Portal (free of charge)

Service sessions provided by Partner Services

Advisor (free of charge)

End-to-end assistance to

ensure support infrastructure is

set-up in the right way

Certification Support Consultant

certification

Partner Center of

Excellence (PCoE)

Certification

(free of charge)

Support Consultant certification

Partner Center of Excellence (PCoE) certification

(free of charge)

Empowering Services for setting up SAP Solution

Manager* - free of charge

Ensures customers are

getting quality excellence

independent who provides

support

PartnerEdge

Partner



Deliverables SAP Standard Support SAP Enterprise Support Benefits of Enterprise Support

Operation Standards,

Guidelines and

Methodology

Content and

supplementary tools

designed to help increase

efficiency, which may

include implementation

methodologies and

standard procedures, an

Implementation Guide

(IMG), Business

Configuration (BC) Sets

Run SAP to establish end-to-end solution

operations

SAP standards for solution operations (17

standards available) available on Service

Marketplace and SAP Solution Manager

Configuration guidelines, content and provision of

best practices for SAP system administration and

SAP solution operations within the application

lifecycle

Base for additional value added services from

partner to customer

ASAP and Run SAP

for cost effective & speedy SAP

implementation as well as a

standardized operation

Leverage SAP’s knowledge and

experiences based on interacting

with more than 100,000 customers

Standards that allow you to operate

on a very cost effective level

Remote Services

(Quality

Checks)

Not Applicable SAP Ongoing Quality Measures (OQM)*

Expert Guided Implementation (EGI)

Accelerated Innovation Enablement

Modification Justification Check

Custom Code Maintainability Check

Hands-on help to get the SAP

Solution Manager in place (EGI)

Unlock innovation potential

Expert advice how to avoid

modifications by using standard

SAP

Evaluation of custom

development project with regards

to upgradeability and maintainability

Test Optimization

Not Applicable Preconfigured test templates and test cases

including test administration, automatic testing,

and optimized regression test scope (SAP

Solution Manager)

Base for additional value added services from

partner to customer

Efficient test and roll-out -

Rationalized and highly targeted

testing!

PartnerEdge

Partner


Deliverable For An Indirect Customer (1/2)SAP Standard Support vs. SAP Enterprise Support

Indirect

Customer

Deliverables SAP Standard

Support

SAP Enterprise Support Benefits of


Service Level

Agreement

(SLA)

Not Applicable SLA based delivery (leverages SLA SAP<>Partner) Fast help when you need it

most end-to-end (customer –

partner SAP)

Escalation

interface

Not Applicable 7/24 support advisory interaction (as follow-up to priority

1 messages, vital SAP EarlyWatch Alerts and top issues)

for partner acting on behalf of customer“

Red Light Post Processing (after TQC delivery)

Direct SAP contact person

Message Processing

Standard processes

and procedures

7x24 Production Down Support including root cause

analysis for Priority 1 messages (“Very High” incl. GoLive

showstopper and production down) in addition to Service

Level Agreement (SLA)

Highest attention when you

need it most

Involvement of a separate

team to ensure highest

attention to get customer

business back running as quick

as possible

Infrastructure

for

collaboration

Access to SAP xSearch

and SAP Notes

Database

Access to SAP Service

Marketplace (key user

only) and SAP Developer

Network (SDN)

SAP Solution Manager,

enterprise edition

(functional baseline)

Web enabled access to

Service Desk at VAR

Access to SAP xSearch and SAP Notes Database

Access to SAP Service Marketplace (key user only) and

SAP Developer Network (SDN)

SAP Solution Manager (Application Lifecycle

Management for entire customer solution)

onsite at customer, or as an option

web enabled access to Service Desk at VAR

End-to-end support

infrastructure which is unique

in the software industry

Full access to SAP Solution

Manager and to upcoming

innovations – Advanced tools

for diagnostics, integration

testing, and monitoring

available!


Deliverable For An Indirect Customer (2/2)SAP Standard Support vs. SAP Enterprise Support

Deliverables SAP Standard Support SAP Enterprise Support Benefits of


Remote

Services

(Quality

Checks)

Remote Services limited to

SAP EarlyWatch Alert

(**)

SAP GoingLive Check &

SAP GoingLive

Functional Upgrade

Check

SAP OS/DB Migration

Check

Technical Quality Checks (TQCs)*

Choice of one of the following services, per production

system per year

SAP EarlyWatch Alert (**)

TQC for Implementation

TQC GoingLive for Upgrade

TQC OS/DB Migration Check

Follow-up to critical EWA or Top Issue

TQC Planning

TQC SAP EarlyWatch Check

TQC Going Live Support

TQC Business Process Performance Optimization

TQC Integration Validation

TQC Data Volume Management

TQC Business Process Analysis and Monitoring

TQC Security Optimization

TQC Technical Perf. Optimization Database

TQC Solution Transition Assessment

TQC Transport Execution Analysis

TQC Upgrade Assessment

TQC EHP Installation Check

TQC Downtime Assessment

Cut down on time and

budget for implementation

Improve system

performance, availability,

stability and data

consistency

Proactive hands-on help

delivered by SAP

Comprehensive set of

technical quality checks

available

Quality checks to avoid

critical situations in the

future – active risk mitigation

Operation

Standards,

Guidelines and

Methodology

Content and supplementary

tools designed to help

increase efficiency, which

may include implementation

methodologies and standard

procedures, an

Implementation Guide

(IMG), Business

Configuration (BC) Sets

Run SAP to establish end-to-end solution operations

SAP standards for solution operations (17 standards

available) available on Service Marketplace and SAP Solution

Manager

Configuration guidelines, content and provision of best

practices for SAP system administration and SAP solution

operations (extended scope)

Cost effective & speedy SAP

implementation and

standardized operation

Leverage SAP’s knowledge and

experiences

Standards that allow you to

operate on a very cost effective

level

Indirect

Customer


The Smart Choice: SAP Enterprise Support Summary

SUPPORT YOUR CUSTOMERS TO MAKE THE RIGHT CHOICE:

SAP ENTERPRISE SUPPORT

The team play of all SAP Enterprise Support

elements unleashes the full power of SAP

Enterprise Support. By that SAP Enterprise

Support helps to implement better, operate

better and innovate better while supporting

risk mitigation and operational cost

reduction.

SAP Enterprise Support is SAP’s prime

support offering and you can expect it’s

continued evolution moving forward.


As a Partner: What You Need to DoYour Clear Path to Support Excellence

Understand

Deliverables1

Understand deliverables and value of new tiered support model (SAP Enterprise Support and SAP Standard Support)

SAP provides all guidance you need to quickly pass the certification process:

Certify your support consultants* and enable your sales staff

Re-certification required every two years

Get Your People

Enabled2

Get Support Infra-

structure in Place:

SAP will guide

you!

3

Achieve Partner

CoE Certification4

Deliver Support

Excellence5

Setup Roadmap for SAP Solution Manager - Plan the necessary setup activities:

Use Expert Guided Implementation(EGI) to set up SAP Solution

Manager VAR Service Desk guided by an SAP service engineer:

Use SAP GoingLive Check for VAR Service Desk to assure smooth start-of-production and

technical operation of your SAP Solution Manager:

Get Partner CoE Certification (Partner Center of Expertise @ SME VAR) pre-requisite for support authorization to deliver first line support

http://service.sap.com/~sapidb/011000358700000803872010E/BOBJ_Roadmap_SupportSetup.pdf

http://service.sap.com/~sapidb/011000358700001907812008E/AbstractExpertGuidedImpl.pdf

http://service.sapcom/~sapidb/011000358700001971802008E/GLC_VAR_ServDesk_Det.pdf


SUPPORT OFFERINGS

OVERVIEW


Enablement Center

DELIVERY MODEL VAR

Support Snapshot

Information about the new

support options

General Information

All

Information SAP Enterprise

Support

Sales-ready materials

Partner Sales Team

Information SAP Support

Technical information

Partner Support Team

INTENTION

KIND OF INFORMATION

TARGET OF INFORMATION

INTENTION

KIND OF INFORMATION


INTENTION

KIND OF INFORMATION


Take Care to check out these Support Resources on the

SAP Channel Partner Portal

Direct Access: Click here Direct Access: Click here Direct Access: Click here

http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000713128&_SCENARIO=01100035870000000183&_ADDINC=011000358700001192682007E&



Thank You!

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