Transcript Title of the presentation This is the subtitle

Bill of material
SAP Support Contracts (1/3)
Innovation & Continuous Improvement
SAP
Standard
Support
SAP
Product
Support for
Large
Enterprise
SAP
Enterprise
Support
New Releases
Support Packages
Legal Changes
Technology Updates
ABAP Source Code
Regular Review of Service & Support Report
Run SAP
Industry-leading Best Practices
Run SAP Implementation Methodology for Support Operation Standards
Training & Certification
© SAP 2007 / Page 1
no
no
only as selfservice
SAP
Standard
Support
SAP
Product
Support for
Large
Enterprise
SAP
Enterprise
Support
Advanced
Edition
Advanced
Edition
*
*
no
Basis
Edition
*
* chargeable
Bill of material
SAP Support Contracts (2/3)
Mission Critical Support
Continuous Quality Checks (proactive Remote Service)
 Remote Services for Solutions
SAP
Standard
Support
SAP
Product
Support for
Large
Enterprise
no
no
no
no
Empowering
Proactive
Services
 Early Watch Alert, Early Watch Check, Going Live Check, Going Live for functional
upgrade , OS/DB Migration Check, (check wording!)
Support Advisory
no
Named Contact
no
no
yes
(local supp. mgr)
Message Handling (incl. 7x24 for Priority 1)
Note Assistant
Notes Database
Escalation Procedures
SLA for Priority 1 & 2
no
no
SLA for Priority 1 Project Showstoppers
no
no
Advanced Support for EhP & SP
no
no
7x24 Root Cause Analysis/Advanced MCS
no
no
Supporting custom code (built with SAP NetWeaver technology)
no
no
Supporting Integration of third party components
no
no
© SAP 2007 / Page 2
SAP
Enterprise
Support
no
Bill of material
SAP Support Contracts (3/3)
Global Support Backbone
SAP
Standard
Support
SAP Solution Manager Enterprise Edition
no
Tools & Processes
no
 Lifecycle Management
no
 Business Process Monitoring
no
 Custom Code Management
no
 Remote Supportability
no
 Diagnostics
no
On demand 7x24 Support Integration
SAP Service Marketplace
Service Developer Network (SDN)
© SAP 2007 / Page 3
no
SAP
Product
Support for
Large
Enterprise
no
SAP
Enterprise
Support