SAP Enterprise Support is intended to support today's highly integrated environments and complex technological frameworks. SAP Enterprise Support was designed to meet the changing dynamics outlined in the preceding section - especially for mission-critical solutions. SAP Enterprise Support can incorporate all aspects of an enterprise environment, including SAP applications, customer-specific code, and partner solutions.
SAP Enterprise Support develops and expands selected SAP capabilities to provide greater support flexibility and protect mission-critical processes for both large and midsize enterprises.
SAP Enterprise Support includes features, tools, and processes that apply throughout the life cycle of a customer's SAP environment. From design and build through implementation, operations, and ongoing upgrades, SAP Enterprise Support can support SAP customers at every phase of their SAP life cycle.
SAP Enterprise Support provides tools and capabilities for a change management process that can be applied from scoping to deployment. By utilizing one process throughout the life cycle, SAP Enterprise Support can help customers maintain consistent levels of support for change and quality management while potentially reducing the risk of production downtime.
SAP Enterprise Support also features processes and utilities to provide custom component management throughout the support life cycle - including operations, application management, maintenance, integration testing, and technical upgrades. SAP Enterprise Support includes tools that will allow customers to manage custom programs and reports throughout upgrades and enhancements. In addition, SAP Enterprise Support custom component management can assist customers by providing guidance and documentation regarding potential conflicts during upgrades and enhancements for the entire enterprise IT ecosystem.
By focusing on support throughout the IT ecosystem spanning the software life cycle, SAP is demonstrating a commitment to support at the solution level through SAP Enterprise Support. SAP Enterprise Support is designed to integrate the IT ecosystem and to provide SAP customers with a broad support network based on the end-to-end support infrastructure and mutually accepted support rules between all members of a customer's IT environment.
Continuous quality checks
SAP Enterprise Support will utilize the continuous quality checks that were featured in previous support offerings. SAP conducts continuous quality checks throughout the project's life cycle with a focus on usability and potential risks to the system. The types of quality checks focus on three main areas: technical risk assessment, operational readiness, and/or optimization assessment. As part of a quality check, the customer receives a detailed report of findings that provides actionable recommendations to address identified areas of risk.
SAP Enterprise Support includes a Support Advisory that features a dedicated team of support advisors who are available to address customer issues 24 hours a day, 7 days a week. This is a change from previous offerings, which provided a named support advisor who maintained contact with customers during regular business hours - 8 hours a day, 5 days a week. IDC believes the increased availability of SAP support advisors could offset the loss of a single contact with SAP.
Service-Level Agreements (SLA)Product Highlights
SAP Enterprise Support provides SLAs for response time and corrective action for any issues that arise after implementation is complete. SAP Enterprise Support also includes SLA response time and corrective action guarantees for project-based incidents that may occur during implementation.
- No minimum license fee
- Support Advisory available 24 x 7
- SLAs for issues, including project showstoppers
- SAP-directed support for both SAP and non-SAP applications
- Additional functionality associated with SAP Solution Manager
- Run SAP methodology and end-to-end solution operations standards