June 2013

Partner Center of Expertise (PCoE) Process Guide

Process to complete certification
Overview
In 2011, SAP introduced a certification process through which SAP PartnerEdge value-added resellers (VARs) can become eligible to offer VAR delivered support to their customers. As stated in Exhibit 4 of the SAP PartnerEdge VAR Agreement and the Technical Support Guide, the PCoE certification process is designed to ensure best-in-industry customer support, and requires a significant commitment from partners to complete. This guide explains the process to achieve PCoE certification.

Pre-Requisites to Begin the PCoE Certification Process

Before having the requested support model updated in the Manage My Partnership (MMP) application, partners must possess a clear understanding of the PCoE certification requirements as defined in Exhibit 4 of the SAP PartnerEdge Agreement, and the roadmap for certification as outlined in the Technical Support Guide. Partners should also leverage information from the guide, Setting up a Partner Center of Expertise, to establish the necessary support infrastructure, tools, and operations. The following requirements must be in place prior to SAPs acceptance of a partner request to begin the process to offer VAR delivered support: Two (2) certified support consultants per solution area. Configuration of SAP Solution Manager (required for SAP Business All-in-One and SAP HANA only, and recommended for other product categories). Remote connection to at least one (1) customers productive systems (if applicable).

Checklist Assessment Process

Process Initiation When a partner decides to update their default support offering from SAP delivered to VAR delivered support, they must notify their Partner Account Manager (PAM). If their PAM is in agreement that the partner can reasonably complete the process to become certified, they will facilitate an introductory call between the partner and their Partner Service Advisor (PSA). The PSA will reach out to introduce the partner to the process through which they become certified, and will monitor progress through to completion. This certification process includes the Checklist Assessment and PCoE Audit. Checklist Assessment The Checklist Assessment is a document that can be downloaded from Service Marketplace. This is a task list of twelve items that must be completed by the partner within a six (6) month timeframe. Completed checklists are returned to SAP via a support ticket created by the partner via SAP Solution Manager within the SAP support portal (ticket component SV-BO-REQ with a subject of Request Partner CoE Certification). If Checklist Assessment is passed, partner will receive an audit invitation email.

PCoE Process Guide June 2013; Rev B

If Checklist Assessment is failed, partner will receive a detailed report with recommendations, and has three (3) months to complete the recommendations before moving to the audit phase.

Candidate Exception There is an additional step in the Checklist Assessment for partners who are new to offering support. As the final step in the Checklist Assessment, these partners are required to sell VAR delivered support to a net new customer (net new is defined as not currently an SAP customer, and not on VAR delivered or SAP delivered support), and establish a remote support connection to the customer and SAP. VARs are eligible to be placed in Candidate status, which authorizes a partner to sell VAR delivered support for a six (6) month period, as long as all other checklist assessment requirements are fulfilled. Please review the following notes regarding Candidate Exceptions: 1) Request Status: To request Candidate status, partner creates a support ticket via their SAP Solution Manager installation (Component: SV-BO-REQ). This ticket must include: Subject: Request Partner COE Certification Pre-Audit Check Internal memo: Partner is requesting pre-audit check Include their URL for the webUI If all other Checklist Assessment requirements are met, the PCoE Auditor will change the partner support status to Candidate in SAPs CRM system with a six-month validity date. The partner is informed of this status update via their support ticket. 2) Notify PAM: Upon receiving confirmation from SAP, partners must send a request to their PAM, attaching documentation for the approved ticket. 3) Update PRM/MMP: Upon receiving confirmation from their partner, the PAM creates a Global Approval Form (GAF -Type III Exception to PartnerEdge Program) in order to obtain approval for the PCoE Candidate Exception to sell VAR delivered support. GAF must include: GAF description: PCoE Candidate Exception Request Partner Type Dimension: SAP PartnerEdge VAR - VAR Delivered Support Authorization Validity date: 6 months GAF classification: Other Upon GAF approval, the PAM must create an IT ticket (component BA-PRM) to have MMP updated to reflect VAR delivered support authorization for six months. Partners must pass the PCoE Audit within six (6) months of the Candidate Exception grant date. If the six-month candidate exception period expires before PCoE certification has been completed, partners lose their right to sell VAR delivered support as of the expiration date and until certification is achieved. Additionally, support services will be priced at SAP delivered support rates. Partners are permitted to begin the certification process again.

PCoE Audit
Upon completion of the Checklist Assessment, a PCoE Audit is executed. An SAP auditor will conduct a phone interview with the partner, and a post-interview evaluation will determine a pass/fail decision. If PCoE certification is awarded, SAP will sign a PCoE Certificate and forward it to the partner. If audit is failed, the partner will receive a description of how to remedy their deficiencies, and has six (6) months to cure and apply for a reassessment of PCoE certification. A complete process overview can be found in the SAP Global Partner Center of Expertise Process Guide.

PCoE Process Guide June 2013; Rev B

Additional Considerations

VARs who are PCoE certified must re-certify every two (2) years or they lose the right to sell VAR delivered support and their install base support contracts are re-priced at SAP delivered support rates. This process can take approximately three months to complete. Partners should contact their PSA to inquire about the process to re-certify. For a partner who has lapsed in their PCoE certification, an exception may be possible to book an add-on deal with VAR delivered support while the partner is obtaining re-certification. Special approval will be required, and the partner will be delta-invoiced with SAP delivered support rates. Partners should contact their PAM for more information and exception requests. If a deal is booked with VAR delivered support for a partner without proper authorization, a concession and carve-out will result. There are no exceptions that allow partners who are not certified to resell VAR delivered support, other than the Candidate Status described above. Combined PCoE certification can be granted for VARs who provide maintenance across multiple SAP subsidiaries. Contact your PSA to arrange an initial interview. Partners who wish to offer VAR delivered support for SAP HANA must obtain SAP HANA Support Certification in addition to their PCoE certification. SAP HANA Support Certification requires two (2) certified consultants for SAP HANA (C_HANASUP_1), and two (2) consultants with general support certificates (C_BOSUP_90 or C_PXSUP_90).

Questions related to PCoE certification should be directed to your PSA or the PSD Helpline.

PCoE Process Guide June 2013; Rev B