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SAP Enterprise Support Cloud Edition for SAP S/4HANA
The Unified Support Experience to Get the Most out of SAP S/4HANA
March, 2015
Customer
Our Investment in The Evolution of Support
From a reactive mode to a proactive enabler of business success
Close collaboration with customers to
further develop the SAP Enterprise
Support portfolio for Cloud and Hybrid
scenarios based on customer needs.
Value of
Support
Integrated
Support
Accelerated
Innovation
Continuous
Improvement
Mission Critical
Support
and Performance
Total Cost
of Operations
Cloud and On-Premise
2015
Time
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
2
Support Should Be Much More Than a Help Desk
Support should be an enabler to meet your company goals
Key elements of innovative support…
Mission Critical
Support
Rely on business continuity
Empowerment
Empower your people
Collaboration
Engage with a trusted advisor
 Quickly identify and resolve
problems
 Increase IT efficiency
 Address needs proactively
 Reduce operational costs
 Get the attention you need
at the speed you expect
 Focus more of your
energies on business
innovations
 Get advice on how to best
use available resources
and avoid unnecessary
efforts
 Increase business
continuity
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
 Positive business outcomes
Innovation &
Value Realization
Realize value and innovate faster
 Unlock the business
value of existing
investments
 Introduce new
innovations in
a swift manner that
minimizes risk
Customer
3
SAP Enterprise Support
Proactivity from day one complementing first class issue resolution
 Proactive and preventive support from
day one covering the complete lifecycle
SAP Enterprise Support
Mission Critical Support
 24x7 production down support based
on service level agreements
Empowerment
 Smooth integration of cloud solutions
and end-to-end supportability of
hybrid landscapes
Collaboration
 Faster time-to-value and accelerated
adoption of innovations with minimal
business disruption
Innovation & Value Realization
Customer
 Automation capabilities of
SAP Solution Manager for
on-premise and hybrid scenarios
 Built-in SAP ONE Support capabilities:
Consistent and meaningful support
experience for all and across
deployment options
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
4
SAP Enterprise Support Cloud Edition for S/4HANA (Public Cloud)
Substantial commitment from SAP for reliability, innovation and value realization
SAP Enterprise Support
Mission Critical Support
 24x7 mission critical support for P1 and P2 issues based on solid service level
agreements
 24x7 access to the Customer Interaction Center
 Access to the SAP’s Global Support Backbone, including the SAP Service Marketplace
and the SAP Support Portal
 End-to-end supportability in hybrid SAP landscapes
(incl. access to best practices for integration)
Empowerment
 SAP Enterprise Support Academy with innovative learning assets,
e.g. meet-the-expert sessions
 Quarterly release updates (Self-serve through web and community)
SAP Enterprise Support
Cloud Edition for S4HANA
Collaboration
 Community, portal, chat and phone support channels
 Access to SAP Support Advisory expert pool
 Platform for social business collaboration
Innovation & Value Realization
 Proactive checks (e.g. “GoLive Check” or “Integration Check”)
 Product roadmap updates: Self-serve through web and community
 Proactive services to drive value realization, e.g. SAP Enterprise Support Report
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
5
Higher reliability of business processes and applications
Mission Critical Support
Mission Critical Support


**)
SAP Enterprise Support advisory: Additional
escalation level in case of mission critical
support situations

24x7 access to the Customer Interaction
Center

Access to the SAP’s global support backbone,
including the SAP Service Marketplace and
the SAP Support Portal

*)
24x7 mission critical support based on firstclass service level agreements
End-to-end supportability in hybrid SAP
landscapes (incl. access to best practices
for integration)
 Accelerated problem resolution for productive system incidents and
critical projects
 Minimized business disruption and unforeseen downtime
 Reduced financial impact of support issues
New incident
Service Level Agreement
Incident Priority
1
2
Initial Response Time*
1 hour
4 hours**
Corrective Action
4 hours
n/a
(Work-around / action plan)
Initial response / Corrective action
based on SLA
Initial response time for prio 1 for on-premise & cloud product related issues 1h, cloud operations ~0,5h (24x7 worldwide);
Prio 2: only during SAP’s local office time
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
6
Collaboration with the SAP Support Organization
Over 40 years of expertise in support
The support advisory guides and you during mission critical
situations. The support advisory interacts with your IT staff − your
own Customer Center of Expertise.
SAP Enterprise
Support Advisory
Contact the SAP Enterprise Support
Advisory for SAP Enterprise Support
queries, to review and plan services
around your projects and operational
mission critical situations.
Mission Critical
Support
If you are unable to resolve an issue with
the help of the knowledge database in
SAP Notes, you can create a customer
incident. We will then provide explicit
service level agreements and contact
persons for you.
Customer Center
of Expertise
You establish a team that interacts
across all business units. Ideally located
in your company’s application
management unit, it brings all
stakeholders to the table to resolve
challenges.
https://support.sap.com/esadvisory
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
7
SAP Enterprise Support Academy
Empower Your Employees
Mission
SAP Enterprise Support Academy empowers you to build up the
knowledge and skills needed to fully maximize the benefit of your
SAP solution.
3.000
560+
Hours of live training in 2014
Live trainings available
Run your software at peak performance
Get your IT ready for innovation
Drive smooth end-to-end operations
600+
Self-paced assets available
Maximize the value of your SAP software
https://support.sap.com/esacademy
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
8
SAP Enterprise Support for Hybrid Scenarios
Discover the value of cloud solutions and integrate them smoothly
Discover the value of cloud
solutions through…
Integrate cloud solutions
smoothly through…
 Identifying best-fit business functions for
the cloud based on on-premise system
usage and/or industry best practices
 End-to-end business process modeling
 Developing an individual roadmap for
enabling a smooth transition to a best-fit
platform for the identified business
functions
 Empowering your people to develop
their skills and boost their knowledge
 Minimizing the impact of business
disruptions
 Maintaining data consistency and
avoiding business loss by timely
identification of data inconsistency
Customer
 Proactive identification of technical risks
 Improving business performance
 End-to-end supportability and lifecyclemanagement, including integrated
incident and problem management,
solution documentation, test management,
change request management
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
9
SAP Enterprise Support Cloud Edition for S/4HANA (Public Cloud)
Substantial commitment from SAP for reliability, innovation and value realization
SAP Enterprise Support
Gain from SAP Enterprise Support…
… higher reliability of business processes and applications
Proactive measures and mission-critical support 24x7 that prevent business
disruption from occurring first time at the attention and committed service level you
expect
… capabilities to faster adopt to changing business requirements
Best practices, knowledge and skills to adopt SAP solutions fast in your
organization, next to guidance on innovation opportunities – delivered by the SAP
Support Academy
… efficiency from personalized collaboration with SAP
SAP Enterprise Support
for Cloud
Optimized Cloud usage experience through direct access to SAP support experts
and platforms for social business collaboration
… better business outcomes from your SAP Cloud services
Tools and proactive services that help identifying and realizing business value when
using SAP Cloud services
Embedded in SAP S/4HANA subscriptions
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
10
SAP Global Service & Support
Making you successful through world-class customer-centric support
282,000+
190+
customers
countries
8,000+
15,000+
SAP support engineers
SAP developers (as backup)
Global
Local
organization
organization (54 countries)
24x7x365
available for our customers
SAP support: 40 years of expertise




Ensuring business continuity
 Simplifying customer experience /
Reducing complexity
Driving business process improvement
 Enabling customers to move to
Reducing total cost of operations
the cloud at their own pace
Accelerating innovation
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Customer
11