SAP Enterprise Support Setup Service

Support Readiness Service by Support Authorized Channel

Partners
Stefanie Rindt | SAP Partner Service Delivery
SAP E&C Partner Solution Management & Enablement
November 19, 2013
Agenda

• SAP Enterprise Support Setup Service – Background

• SAP Enterprise Support Setup Service – Purpose & Scope
• Benefits for Partners & Customers
• SAP Enterprise Support Setup Service – Enablement and Delivery Overview
• Partner Suitcase for SAP Enterprise Support Setup Service
• Summary
• Further Information for Partners

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 2

SAP Enterprise Support Setup Service
Background
Setup Service Enablement & Delivery

Phase 1: Phase 2:
Enablement Delivery

Indirect
Customer Result:
• Update on
where is the customer
in his solution lifecycle support
related
aspects

PartnerEdge • Deliver Support • Per Customer

Channel Readiness once per year
Service
Partner • Prepare Service
[VAR]
Initial „Setup Service Recurring „Setup Service
Session“ per customer Session“ per customer

Setup
Service intro Ongoing Partner Detailed Information
& enablement Enablement on On Partner Enablement
on Partner Center and SAP
Partner Service Support Enterprise Support
Suitcase Academy
Delivery content

Create a yearly customer snapshot:

a comparison of the “as is” situation with the “to be” situation
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 4
SAP Enterprise Support
The industry-leading support offering

Drive efficient
implementations that
meet your business
needs

Protect your business

and achieve operational
excellence

Foster your company’s

growth by continuously
evolving your business
and IT processes

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 5

Mission Critical Support
Overview Partner

Customers’ business will be protected proactively in a best

possible manner 24 x 7 and backed up by SAP, where necessary

What you get:

 24 x 7 production down support and root cause analysis for quickly finding the cause of a
problem
 SLAs between SAP and partner on response and corrective actions for critical issues
 Access to a global network of support engineers and developers (@SAP = Support Advisory
Center)

How you benefit:

 Get customers’ business back running with the highest
priority and attention from SAP Fast
 Fast issue resolution through service level agreement issue resolution
 Reducing unplanned downtimes - thus optimizing business
results Reduce
unplanned downtime
Direct access: Mission Critical Support

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 6

SAP Enterprise Support: Service Delivery Model
Overview

CUSTOMER

 1st and 2nd Level Support

 Implementation & operation services
 Incl. 7x24 escalation support
 Application lifecycle management
 Business Process Monitoring
 Support for Priority 1
Initial and recurring SAP Enterprise
incidents
Support Setup Service
 Technical Quality
Checks (TQCs) along Incident
entire lifecycle (based Management SUPPORT AUTHORIZED PARTNER
on EWA)

SAP provides
 Reactive Support
 Proactive Support
 End-to-End Support Infrastructure
 Enablement

Global Support Backbone

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 7

Purpose & Scope
SAP Enterprise Support Setup Service
Setup Service by Partner Support Organization
Partner Service at a Glance

Setup
Setup Service is the
Service is the initial
initialassessment
assessmentfor
forthe
thesupport
supportengagement
engagement
(incl. Enterprise
(incl. Enterprise Support)
Support) between
betweenChannel
ChannelPartner
Partnerand
andCustomer
Customer

Setup Service shall be delivered…

 By the Partner to his Enterprise Support customers
 Before support service delivery starts
 For net new Customers: before the solution is in productive usage
 For existing Customers: after signing new Enterprise Support contract
 Once a year in order to validate the data collected during the during the previous setup
service

Setup Service comprises the following:

 Introduction to Partner’s Support Offering (incl. SAP Enterprise Support focusing on
Mission Critical Support readiness)
 Robust SLA’s
 Escalation Support 24 x 7
 Technical Quality Checks
 Establishing collaboration between customer’s IT environment and Partner Support
Team (incl. infrastructure & processes)
 Ensure Remote Access to customer solutions (for Partner & SAP)
 Access to Partner’s Incident Management system (WebInterface)
 Solution Documentation of business processes and potential custom codes
 Understanding of Partner’s Support Processes, including escalation process

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 10

Setup Service by Partner Support Organization
Goals and Objectives

The goals and objectives of the Setup Service are

 Create/ update Customer's information:

■ Confirm Customer contacts to enable support delivery
■ Validate current infrastructure and on-going IT projects
■ Complete required information to deliver support

 Ensure Customer’s clarity on:

■ Partner’s Support Services (incl. SAP Enterprise Support)
■ Partner’s incident handling process
■ Partner’s Incident Management system
■ Shared Delivery Model between Partner and SAP

 Technical Preparation:
 Fulfill technical requirements to deliver Enterprise Support
 Ensure Customer’s access to Incident Management system
 Ensure SAP EarlyWatch® Alert activation (mandatory for SAP HANA and/or SAP
Business All-in-One solutions)
 Solution Documentation of business processes and custom code
 Remote Access to customer’s solutions (for Partner & SAP)

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 11

Benefits for Partners & Customers
SAP Enterprise Support Setup Service
SAP Enterprise Support Setup Service
Benefits for Partners and Customers

Initial and recurring Support Setup Service

Partner Value Customer Value

 Ensure that all technical requirements are fulfilled to
deliver Enterprise Support to Customers
 Initiate service relationship with Customer
 Increased customer satisfaction
 Clarify support processes & SLAs with Customer
 Obtain overview of customer’s current IT landscape
and solution lifecycle milestones
 Collect/ Update Customer’s information to establish
proper support
 Reduce technical risks
 Additional business opportunities through project
information received from Customer
 Receive all benefits of Enterprise Support from
Partner
 Clear understanding about support processes
from Partner
 Smooth and quick Setup of Enterprise Support
 Reduced technical risks for future support
 Clearly defined processes reduce time effort
 Increase business efficiency by quick
implementation
 Save on additional costs by avoiding trials, errors &
mistakes
 Qualified, dependable & local
 Align actions to solution lifecycle milestones

Implement, Operate, and Innovate Better

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 13

Enablement & Delivery Overview
SAP Enterprise Support Setup Service
Delivery of Setup Service
Phase 1: Preparation

Preparation Service Delivery

Preparation
Purpose
 Confirm that initialization of the relationship with Customer has been done
 Collect general support and infrastructure data about customer company to prepare for Setup Service Delivery
 Document all information internally
 Schedule Setup Service (conference call or onsite meeting)

Content
People: Confirm responsible contact persons at customer side, e.g.
 Mission Critical Support handling
 IT Infrastructure & Operations
 Organizational issues
IT Infrastructure: Collect information about customer’s support and IT infrastructure
 IT Infrastructure setup
 Solution landscape
 Planned or ongoing projects current projects (milestones, rollout strategy,…)

Proposed Material: SAP Enterprise Support Setup Service - Preparation Questionnaire (Partner Suitcase)

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 15

Delivery of Setup Service
Phase 2: Service Delivery

Preparation Service Delivery

Service Delivery
Purpose:
 Validate Customer’s feedback on the checklist together with Customer
 Introduce your support organization, services, processes, and tools to the Customer
 Confirm that the technical prerequisites for support delivery are met
 Confirm future service roadmap with Customer

Content:
Partner Support Deliverables: Introduce your Support Offering (incl. SAP Enterprise Support)
 SAP Support Offering and Deliverables relating to SAP software license
 Additional Support Services (that you offer on top of SAP Enterprise Support)
Processes: Inform customer about your maintenance support processes & procedures including
 incident handling, escalation and complaint procedures, after-hour processes
Tools & Technical Preparation: Confirm that the technical prerequisites for support delivery, e.g.
 Access to VAR Incident Management system
 Remote Access,….

Proposed Material: SAP Enterprise Support Checklist (Partner Suitcase), SAP Enterprise Support presentation,…

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 16

Partner Suitcase
For SAP Enterprise Support Setup Service
Partner Suitcase for Setup Service Delivery

Access the Partner Suitcase on SAP Partner Enablement Center

https://psd.sap-ag.de/PEC/calendar/

Search for “suitcase”…

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 18

Summary
Summary

 Mission Critical Support is relevant as it makes sure the Customer

is properly supported for very high severity issues having a strong
business impact
 The Setup Service enables partners to provide Customer with
proper support services in daily operation or in critical projects
situations, it also helps to handle escalations properly by providing
deeper insight into customer IT setup
 The Setup Service includes 2 phases – Preparation and Service
Delivery
• These 2 phases must be completed to ensure the support readiness of
both, the Customer and the Partner, for Mission Critical Support
 Partner should repeat the Setup Service once every year to have
up-to-date customer information at hand.

“Initial Assessment”: as preparation for the SAP Enterprise Support engagement of PARTNER and End User, especially for any SAP
Technical Quality Check delivery with SAP Solution Manager Enterprise Edition perform one mandatory remote setup service (“Initial
Assessment”) for the Enterprise Support Solutions of an End User, based on SAP standards and documentation. The data collected during the
setup service session shall be validated once every year by End User and PARTNER. (Exhibit 4.1 - Maintenance Enterprise Support,
Appendix “Support Services”, Article 8)

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 20

Further Information for Partners
 Useful Links for Channel Partner Support (1)

Topic Quick Link

Support Snapshot for Channel Partners http://partneredge.sap.com/support

SAP Enterprise Support for VAR Partners http://partneredge.sap.com/enterprisesupport

SAP Enterprise Support Campaign Portal http://www.sap.com/campaigns/support4partners2012

VAR Solution Manager Setup http://service.sap.com/var-partner

SAP Solution Manager Setup on SCN http://wiki.scn.sap.com/wiki/display/SMSETUP/Home

http://scn.sap.com/community/software-support-and-
Software Support and Maintenance on SCN
maintenance
https://service.sap.com/~sapidb/011000358700000747
TQC Information Library 362012E/

Partner Center of Expertise http://partneredge.sap.com/pcoe

https://psd.sap-
Partner Support - Enablement Package ag.de/PEC/calendar/index.php?ep=405

© 2013 SAP AG or an SAP affiliate company. All rights reserved. 22

 Useful Links for Channel Partner Support (2)

Topic Quick Link

SAP Support Portal http://service.sap.com/support
SAP Download Center http://service.sap.com/swdc
SAP Ecosystem http://service.sap.com/sap-ecosystem
SAP Product Availability Matrix http://service.sap.com/pam
SAP Release Strategy http://service.sap.com/releasestrategy
SAP Online Help http://help.sap.com
Connect to SAP http://service.sap.com/access-support
Data Administration http://service.sap.com/system-data
End-to-end Solution Operations http://service.sap.com/e2e
Run SAP Methodology http://service.sap.com/runsap
SAP Community Network http://scn.sap.com
SAP Maintenance Strategy http://service.sap.com/maintenance
SAP Notes Search http://service.sap.com/notes
SAP Solution Manager http://service.sap.com/solutionmanager
SAP Standards for Solution Operations http://service.sap.com/supportstandards
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 23
 Useful SAP Notes collaborating with SAP Support
Tip: Access SAP Notes via
http://service.sap.com/notes

Note # Description
16018 More information required on reported message
35010 Service connections: composite note (overview)
52505 Support after end of mainstream/extended maintenance
67739 Priorities of problem messages
83020 What is consulting? What is support?
90835 SAP message escalation procedure
505060 Extended maintenance for SAP R/3 and SAP R/3 Enterprise
560499 Global support customer interaction – contact details
967649 Additional information required to assess business impact
984434 How to speed up customer message processing
1162164 Channel Partner Support Advisory for SAP Enterprise Support
1281633 Speed up processing of a customer message
1437976 Prerequisites for remote support services
© 2013 SAP AG or an SAP affiliate company. All rights reserved. 24
Thank You!

Contact information:

F name MI. L name

Title
Address
Phone number