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SAP Enterprise Support Service Portfolio within the indirect Channel Base and Advanced Remote Services

SAP Ongoing Quality Measures (OQM)

DELIVERY to PARTNER

Expert Guided Implementation

Accelerated Innovation Enablement

DELIVERY to CUSTOMER

• SAP EarlyWatch Alert*• TQC for Implementation• TQC GoingLive for Upgrade• TQC OS/DB Migration Check

Base services

SAP Technical Quality Checks (TQC)

Choice of one of the following services, per production system per year

SolutionAvailability

BAiO BOBJ

• TQC Planning• TQC Going Live Support• TQC Business Process Performance Optimization• TQC Integration Validation• TQC Data Volume Management• TQC Business Process Analysis and Monitoring• TQC Security Optimization• TQC Technical Performance Optimization Database• TQC Solution Transition Assessment• TQC Transport Execution Analysis• TQC Upgrade Assessment• TQC EHP Installation Check• TQC Downtime Assessment

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Advanced services

Follow-up to critical EWA

• TQC EarlyWatch Check

* „Heart-beat“ monitor by partner

Custom Code Maintainability Check (CCMC)

Modification Justification Check (MJC) new

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Five service days per calendar year

Two services per calendar year

• Expert Guided Implementation Services can be consumed against the entitlement for Accelerated Innovation Enablement. Examples: Expert Guided Sessions for VAR Service Desk (available) or Remote Support Component 2.0 (planned)

• BAIO & BusinessObjects : alternative offering , until further notice, of TQC for Implementation or SAP EarlyWatch Check instead of CCMC or MJC => can also be forwarded to indirect channel customer but with service request by VAR only (SV-BO-REQ)

Note for Delivery to Partner new

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Base and Advanced Remote ServicesPortfolio Overview

Indirect CustomerChannel Partner

Custom Code Maintainability Check

Accelerated Innovation Enablement

SAP Security Optimization****

Plan – Solution Design Built – Integration Testing Cutover –Go Live

Run – Post Go Live Support

SAP EarlyWatch Check*

SAP Business Process Performance Optimization****

SAP Data Volume Management****

Run – Upgrade

SAP Technical Performance Optimization Database****

SAP OS/DB Migration Check* and **

2 3 5Operations &

Continuous Improvement and UpgradesDevelopment

SAP Upgrade Assessment****

SAP OQMs delivered to Channel Partners SAP TQCs delivered to Customers

Implementation

SAP Planning****

SAP for Implementation*

SAP Going Live Support****

SAP Integration Validation****

SAP Business Process Analysis & Monitoring****

SAP Solution Transition Assessment****

SAP Transport Execution Analysis****

SAP CQC for Upgrade*

SAP EHP Installation Check****

SAP Downtime Assessment****

GoLive

Business All-in-One only Both solution areas

Expert Guided Implementation

Modification Justification Check

Accelerated Innovation Enablement & Expert Guided Implementation : Available as of July 1st 2009 and updated as of November 1st 2010.SAP provides VAR with up to five days remote support service per calendar year from SAP software architects to assist VAR in evaluating the innovation capabilities of the latest SAP enhancement package and how it may be deployed for VAR’s qualified template(s) or one of his end-customer systems. The entitlement is also used for VAR partner participation in Expert Guided Implementation sessions.

Available as of July 1st 2009 and updated as of November 1st 2010 VAR partners are entitled to receive up to two of the following service per calendar year - either Modification Justification or Custom Code Maintainability Check – for a VAR qualified template(s) system or end-user system. As an alternative, until further notice, partner could also request a EWC or a additional TQC for Implementation instead .

* Choice of 1 of the following services: SAP TQC for Implementation, SAP CQC OS/DB Migration Check, SAP TQC for Upgrade per year per production system of end-user of VAR/PE partner

** The SAP TQC OS/DB Migration Check is mandatory for all OS/DB migrations except MaxDB Migration. Please request SAP CQC Remote Performance Optimization with MaxDB Scope

Note

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Ongoing Quality Measures for Channel PartnersEnhancements of SAP Enterprise Support for VARs

SAP offers its Channel Partners advanced support services for Enhancement Packages which will help to accelerate innovation in your customer base

* Ordering see SAP Note 1351388 , 1534142 and/or 1336996

Ongoing Quality Measures for ME Indirect Channel

Accelerated Innovation Enablement (AIE)& Expert Guided Implementation Entitlement (EGI) SAP provides Partners with up to five calendar days remote support per calendar year by solution architects to assist Partners in evaluating innovation capabilities of latest SAP Enhancement Package and how it may be deployed for Partner’s business processes requirements of their qualified partner solution template or one of his end-users* systems. The entitlement could also be used for booking defined Expert Guided Implementation (EGI) knowledge transfer sessions.

Custom Code Maintainability Check (CCMC) or Modification Justification Check (MJC)To be able to best possibly establish end-to-end supportability, SAP offers Channel Partners access to remote service (CCMC or MJC) which validates running processes of the “qualified partner solution template” or one of the his end-user systems, based on SAP Software, and helps identifying optimization potential. Channel Partners are entitled to receive up to two of the services per qualified partner solution template per year or for end-user system:

Type 1: Custom Code Maintainability Check Type 2: Modification Justification Check

Alternative to Type 1 /2: The VAR entitlement could instead also be used, until further notice, for requesting TQC EarlyWatch Check or TQC for Implementation (applicable for SAP BusinessObjects Channel customers)

General pre-conditions: (i) Partner has deployed SAP Solution Manager, Enterprise Edition.(ii) SAP Business All-in-One Solution based on ERP 6.0 or newer

BAiO pre-conditions: (iii) Partner has completed Solution Documentation(iv) Partner template qualification has taken place latest twenty-four months before the service is requested

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TNER

SAP

C1C1

C1

C1

C1

C1

Up to 5 days

remote support

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TNER

SAP SAP CCMC

and MJC for Partner

Template

SAP Standard

Partner Add-on

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Accelerated Innovation EnablementService Description

Service Title Acceleated Innovation Enablement

AbstractSAP provides Partner with up to five calendar days remote advice per calendar year by SAP solution architects. Partner will be receive assistance in evaluating the innovation capabilities of the latest SAP enhancement package and how it may be deployed for Partner’s business process requirements.

Value proposition for Partners

In addition to Partners self-study opportunities by leveraging content via SAP Service Marketplace, Partners can take value from direct engagement with SAP‘s solution architects.

Partners will most efficiently benefit from SAP‘s new software delivery mechanisms by learning About the functional & industry-specific enhancements shipped with the latest SAP Enhancement Package

Outcome The results of the check will be documented in english by SAP solution architects.

Target audience PartnerEdge Channel Partner(Support Consultant, Solution Consultant)

Addressed solutions

SAP Business All-in-One and SAP BusinessObjects

EntitlementPartner is entitled to receive up to five days remote advice per calendar year. Entitlement may equally be used for Expert Guided Implementation (e.g. VAR service desk).

Duration5 days (= 5x8hrs); call-off limited to a maximum of two times per calendar year

Delivery Mode Remote (1:1 or 1:n) thru telephone and related web-conferencing tools

Technical Prerequisites

Business process dependency, shipment of most recent SAP Enhancement Packages Release dependency is made available on SAP Service Marketplace by SAP from time to time SAP Solution Manager enterprise edition live with VAR functionality Documentation of core business processes of Partner’s qualified solution template within SAP Solution Manager

Enterprise Edition and information about the special focus on your specific functional requirements (in english) Compliance with latest certification requirements SAP requires the commitment of the time and expertise of Partner’s functional and/or process lead

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SAP Expert Guided ImplementationService Description/ScopeService Title Expert Guided Implementation

Abstract

This session provides you with an efficient possibility to set up your SAP Solution Manager VAR Service Desk to get the most out of SAP Enterprise Support. During the session you receive direct guidance (live system demo of configuration) from an SAP service engineer and you are not alone with self-study documents (i.e. configuration guides, etc.). Day 1: Introduction

SAP service engineer explains the planned scenario and empower you during fulfillment of pre-requisitesGoal - Installed Solution Manager is prepared for execution of scenario implementation steps

Day 2 – Day 4: Key AspectsSAP service engineer explains implementation step by step and you directly execute the steps in your own system» Initial configuration including profile parameter, logical systems, S-User, Service Desk basics » Service desk specific configuration including 1:1 Q&A back office support in the second half of the day

Goal - Implementation is executed step by step and scenario is ready for GoingLive Day 5: Summary and closing Q&A

» SAP service engineer shows best practices for using Service Desk» Tips and tricks based on real life cases are demonstrated» Review of Partner’s key questionsGoal – Partners have clear understanding about the use cases and functionalities of the implemented Service Desk


“Look & Learn”: start the day with watching a live demo of the implementation steps. Plus “do it yourself”: perform the demonstrated activities step by step on your own SAP Solution Manager during the afternoons. On top you receive 1:1 Q&A backoffice support through the service engineer via email and/or phone. The SAP service engineer addresses all your questions which arise during implementation of Service Desk functionality.

Outcome The goal is to execute all relevant steps, which are necessary to complete a defined activity, during the delivery time of Expert Guided Implementation.

Target audience PartnerEdge Channel Partner(Support Consultant, Solution Consultant)

Addressed solutions


EntitlementPartner is entitled to receive up to five days remote advice per calendar year. Entitlement may equally be used for Accelerated Innovation Enablement.

Duration Use 1 service day for subscribing to a ‘n’-day Expert Guided Implementation session

Delivery Mode Remote (1:’n’) thru telephone and related web-conferencing tools


Installation of SAP Solution Manager with the necessary Support Packages SAP Solution Manager has connection to SAP Support Network via remote function call and to managed systems

Custom Code Maintainability Check Service Description

Service Title Custom Code Maintainability Check

Abstract

SAP offers a dedicated remote service delivered by SAP expert directly to partner so they can benefit from SAP’s experience to save time, reduce costs and keep the qualified partner solution based on SAP Business All-in-One and SAP BusinessObjects running optimally and maintain a maximum degree of standardization for best possible end-to-end supportability.The SAP Custom Code Maintainability Check makes visible all custom code and modified objects in the analyzed system, as well as in the current implementation project. It answers the question "How modified will the system be?" and defines technical KPIs to measure this. The following KPIs are extracted and benchmarked. They indicate the modification level of the system and current implementation project: Customer objects per package Modified SAP objects per application component Enhancements (User Exits, BAdIs, Appends, Implicit and Explicit Enhancement Spots) References of customer objects to SAP standard coding


Overall purpose is an increased level of end-to-end supportability by identifying improvement potentials for optimization and standardization within the combined solution landscape consisting out of “qualified partner template” – SAP Core Solution – SAP Solution Manager.

Outcome The results of the service will be documented (analysis result, action plan) in english by SAP expert.

Target audience PartnerEdge Channel Partner (Support Consultant, Solution Consultant).

Addressed solutions


EntitlementPartner is entitled to receive up to two services (CCMC and/or MJC) per qualified partner solution template or for selected end-user production system, per calendar year *

Duration An average service session does not exceed 8 hrs

Delivery Mode This service is delivered as a remote service (1:1 or 1.n) for a qualified ABAP-based partner solution template or a end-user system.


Most recent template qualification not older than 24 months. SAP Solution Manager enterprise edition live with VAR functionality Completed Solution Documentation for Custom Development (Partner solution template scope, business

process and custom modification documentation; for delivery to end user requirements expected for end user system) based on SAP standards inside SAP Solution Manager enterprise edition

* The VAR entitlement could instead, until further notice, also be used for requesting TQC EarlyWatch Check or TQC for Implementation)

Modification Justification CheckService Description

Service Title Modification Justification Check

Abstract

SAP offers a dedicated remote service delivered by SAP expert directly to partner so they can benefit from SAP’s experience to save time, reduce costs and keep the qualified partner solution based on SAP Business All-in-One and SAP BusinessObjects running optimally and maintain a maximum degree of standardization for best possible end-to-end supportability.The objective of the SAP Modification Justification Check is to provide expert advice on how to avoid SAP source code modifications whenever possible by using SAP standard functionality or by taking advantage of the SAP Enhancement Framework.The SAP Modification Justification Check provides: Evaluation of Proposed Modifications of SAP Standard Solutions Check whether the required business functions can be implemented within the SAP standard functional scope Check whether the required business functions can be achieved by taking advantage of SAP standard enhancements rather than SAP source code modifications Check whether alternative implementation options could accommodate your business requirements by means of business process reengineering or work-around solutions


Overall purpose is an increased level of end-to-end supportability by identifying improvement potentials for optimization and standardization within the combined solution landscape consisting out of “qualified partner template” – SAP Core Solution – SAP Solution Manager.

Outcome The results of the service will be documented (analysis result, action plan) in english by SAP expert.

Target audience PartnerEdge Channel Partner (Support Consultant, Solution Consultant).

Addressed solutions


EntitlementPartner is entitled to receive up to two services (CCMC and/or MJC) per qualified partner solution template or for selected end-user production system, per calendar year *

Duration An average service session does not exceed 8 hrs

Delivery Mode This service is delivered as a remote service (1:1 or 1:n) for a qualified ABAP-based partner solution template or a end-user system.


Most recent template qualification not older than 24 months. SAP Solution Manager enterprise edition live with VAR functionality Completed Solution Documentation for Custom Development (Partner solution template scope, business

process and custom modification documentation; for delivery to end user requirements expected for end user system) based on SAP standards inside SAP Solution Manager enterprise edition

* The VAR entitlement could instead also be used for requesting TQC EarlyWatch Check or TQC for Implementation)

SAP Technical Quality Checks for Indirect CustomersDelivery initiated by various SAP Support Teams

SAP Technical Quality Checks for ME Indirect Channel

BASE TQC SERVICES For qualified SAP Business All-in-One Partner under the SAP PartnerEdge Channel framework,

a choice of one of the following remote services, which are members of the SAP Technical Quality Check (“TQC”) portfolio, per productive SAP core system* of end-customer, per calendar year, is included under certain conditions within the scope of the SAP maintenance agreement between SAP and Partner:

SAP EarlyWatch Alert* TQC for Implementation for a single production system of a SAP core system TQC GoingLive Functional Upgrade Check for an upgrade to a higher release TQC OS/DB Migration Check

In addition to the base services for the pre-GoLive face the ES portfolio also compromises a comprehensive and extended selection on services for the operations face. These services are designed to address situations out of priority 1 messages.

ADVANCED TQC SERVICES SAP EarlyWatch Check will be delivered for free only as follow-up to a vital alert reported by SAP

EarlyWatch® Alert and validated by SAP.

The following TQCs will be delivered free of charge as a follow-up to the Production Down activity in case required by SAP to handle still existing Top-Issues or to further de-escalate a critical situation at end-customer site (selection based on SAP analysis):

Services formerly grouped under “Remote Services” are now being marketed together with SAP Enterprise Support as SAP Technical Quality Checks (TQCs)

TQC Planning TQC Going Live Support TQC Business Process Performance Optimization TQC Integration Validation TQC Data Volume Management TQC Business Process Analysis and Monitoring TQC Security Optimization

TQC Technical Performance Optimization Database TQC Solution Transition Assessment TQC Transport Execution Analysis TQC Upgrade Assessment TQC EHP Installation Check TQC Downtime Assessment

* „Heart-beat“ monitor by partner© SAP 2010 / Page 8

SAP Technical Quality Checks for Indirect CustomersService Portfolio

* In case required as a follow-up to production down; selection based on SAP analysis ** As follow-up to critical Early Watch Alerts

TQC OS/DB Migration supports the migration of a database or operating system of an SAP system. This service helps to stay align with the migration. The actual OS/DB migration is not performed as part of this service.

TQC OS/DB Migration*

SAP EarlyWatch Check analyzes the operating system, database, and entire SAP system to further analyze performance and reliability and show potential room for improvement.

SAP EarlyWatchCheck**

TQC for Implementation

TQC for Implementation analyses technical risk and gives recommendations to improve performance, availability and maintainability of the SAP solution. Scheduling should take place 2 months before the go-live date.

TQC GoingLive for Upgrade

TQC GoingLive for Upgrade supports the upgrade to a new software release through a service session that analyzes compatibility with the target release, identifies resource bottlenecks, and checks system performance on the target release.

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TQC Business Process Performance Optimization tackles bottlenecks having a large impact on end customer system performance. It focuses on SQL statement optimization, customer program optimization, application optimization or on the analysis of the SAP basis.

TQC Business Process Perf. Optimization*


SAP GoingLive Functional Upgrade Check supports the upgrade to a new software release through a set of service sessions that analyze compatibility with the target release, identify resource bottlenecks, and check system performance on the target release.

GoLive Functional Upgrade Check*

TQC Data Volume Management helps end customer to setup and monitor a data volume management strategy that defines how to manage and reduce future data growth and reduce existing DB size by following a holistic approach.

TQC Data Volume Management*

The TQC Going Live Support offers a three day remote monitoring of a critical GoLive phase of a customer. The monitoring is mainly focusing on technical topics.

TQC GoingLive Support

TQC Planning Within Enterprise Support the service provides internal guidance for technical risk evaluation of customer projects for Support Advisors.

The TQC Integration Validation service provides a technical validation of a business process end-to-end including interfaces with focus on performance and stability.

TQC Integration Validation

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TQC Technical Perf. Optimization Database

TQC Security Optimization

The focus of the SAP TQC Solution Transition Assessment is on the Upgradeability and Maintainability status of an SAP system.

TQC Solution Transition Assessment

TQC Technical Performance Optimization Database focuses on eliminating unreasonably high database response times. Furthermore the service supports end customer to proactively address upcoming changes, as for example golive of performance critical projects, new database functionality or increased volume.

TQC Business Process Analysis helps to optimize the return on the customers investment in SAP ERP, SAP CRM, SAP SRM software, by identifying optimization potential for the customer's core business processes. Business Process Analysis is conducted that can help to identify errors/problems like customizing errors, process design gaps, missing end-user training et.al.

TQC Business Process Anal.& Monitoring

TQC Security Optimization investigates the security and vulnerability settings of any SAP system and gives recommendations for possible improvements. The service checks the settings of a Web AS system, the ITS, the SAP router and the Business Connector. Critical authorizations are examined.

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TQC EHP Installation Check

REACTIVE

Since SAP R/3 Enterprise, SAP has improved its upgrade technology essentially to ensure a consistent upgrade process with the least possible downtime for your system. But if for special reasons this general approach still doesn't fit to your needs, further reduction of the downtime may be made possible by additional tools and investigation of the involved technical processes. If downtime during your upgrade is an issue for you, this service identifies and prioritizes the downtime consumers that cause high downtime and gives recommendations for reduction of downtime.

TQC Downtime Assessment

The SAP TQC EHP Installation Check provides a comprehensive overview of the necessary technical facts and topics to ensure detailed planning of an EHP installation. This overview also includes potential risks which can cause problems during the system update.

The SAP TQC Transport Execution Analysis Service is a technical system analysis. It measures technical metrics for the Software Change Management procedures and benchmarks them against average values. So the areas of improvements were identified.

TQC Transport Execution Analysis

Once end customer has decided to upgrade, the TQC Upgrade Assessment is the ideal and holistic engagement with SAP for any technical risk mitigation of SAP upgrade projects.

TQC Upgrade Assessment*

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Statement of Confidentiality and ExceptionsDisclaimer

Statement of Confidentiality and Exceptions

No part of this publication may be reproduced or transmitted in any form or for any purpose without the written permission of SAP AG. The information contained herein may be changed without prior notice.

The furnishing of this document shall not be construed as an offer or as constituting a binding agreement on the part of SAP to enter into any relationship. SAP provides this document as guidance only.

These materials are: (i) based upon both information provided by the subject Company and assumptions that are subject to change; (ii) illustrations of potential performance and cost savings; (iii) not guaranties of future performance or cost savings; and is (iv) provided solely for internal review and use by the recipient company. SAP AG and its affiliated companies ("SAP Group") make no representations or warranties of any kind with respect to these materials, and SAP Group shall not be liable for errors or omissions with respect to the materials.

Disclaimer

This document contains additional information on SAP Enterprise Support. SAP may change or modify the contents and process descriptions set out herein at its discretion. You can find recently made changes to this document at http://service.sap.com/.

In case you have questions, please contact your local account executive or channel development manager.

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011000358700002039942008E