PUBLIC

3 October 2018

Maximize the Return of Your Cloud Solution SAP Preferred Success Plan

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Achieve High Value Outcomes Through the Cloud

• Seamless change management, across

people, processes and technology

• Fit-to-standard mentality

• Strong cloud culture

• Adoption and consumption tactics

• Dynamic, structured training plans

Out of

the Box

Usability

Competitive

Advantage

Process

Re-Design

Disruption

Fast

Adoption

Innovation

Digital

Enterprise

To achieve your business goals, you need:

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Bring Insight to Action: SAP Preferred Success

Your success is our success. We take the knowledge, experience, and insight

from thousands of successful engagements to create a tailored, milestone-

based plan that will help ensure the achievement of your business goals.

SAP Preferred Success

A dynamic plan mapped to your business milestones that guides you on your

journey to full cloud solution adoption.

Success Resources

Get tailored guidance from exclusive resources and designated experts who

understand your business and help you maximize the value from your solution.

Learning Resources

Deepen your product knowledge through expert-led, live and on-demand

training.

Advanced Support

Minimize business disruption through fastest incident response times and

support advocacy.

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SAP Preferred Success Plan Your SAP Preferred Success plan is dynamic to the needs of your evolving organization, it

is a living document that will guide you on your path to value.

Access to your named

Customer Success

Manager (CSM) for agility

and alignment with your

business priorities and

milestones.

Best service levels from

SAP and prioritized incident

handling. Trend analysis for

insight into solution habits

and opportunities for

improvement.

Exclusive learning portal

to empower your team.

Best practice delivery to

help you drive effective

change management with

your employees and

administrators.

Engagement and usage

reporting that gives

transparency to

quantifiable

achievements.

Prescriptive guidance on

releases to deliver

innovations, including opt-

in/opt-out, end of life and

universal features. Test

readiness preparation.

Identification and protection

of core processes,

preserving critical business

functions through go-live

and optimization success

checks.

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Success Resources Advanced Support

SAP Preferred Success Plan – Summary Enhancing the Foundational SAP Enterprise Support, Cloud Editions

• Solution consumption, usage and

adoption trending

• Getting started guide

• Success checks to validate and

optimize cloud usage

• Collaborative and optimized release

planning

• Enhanced success and engagement

reporting

• Peak time planning

• Support on the execution of the

adoption road map

• System administrator and key user

trainings

• Access to SAP Learning Hub, Solution

Editions

• SAP Preferred Success community

• Access to best practices

• Best service levels from SAP

• Prioritization in the support queue

• Release weekend coverage (only

SuccessFactors solutions)

• Support expertise and escalation point

of contact for mission-critical scenarios

SAP Enterprise

Support,

Cloud Editions Foundational

success plan

• Quality checks (CQC)

• Access to product expertise

• SAP Enterprise Support value maps

• Schedule-an-Expert* and Meet-the-

Expert sessions

• Access to release update information

• Self-service onboarding, product road

map information & reporting

• Peer match: Identify enablement

opportunities at customers and drive

learning initiatives

• Learning resources from the

SAP Enterprise Support Academy

• SAP Help documentation Portal

• Standard service-level agreements

• 24x7 mission-critical support

• SAP support knowledge base / notes

• Next-Generation Support features

• End-to-end support across solutions

based on SAP ONE support approach

• Global support backbone

Learning Resources

SAP Preferred

Success Recommended

success plan for

public cloud

customers

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Launch

We help you realize the quickest path to value through every stage of your

solution experience

Getting started

with SAP

Preferred

Success Exclusive, focused learning components:

Meet the expert, Webinars, learning programs,

recorded sessions, and value map

Success check

Knowledge platforms and SAP

Preferred Success community

Testing best-

practices

Enhanced SLA

Enhanced success

and engagement

reporting

Your customer success plan is the key to unlocking value, orchestrating business benefits that are tailored to you along the way.

Optimize

Utilize

Metric-driven

consumption planning

Collaborative and optimized

release planning for new

features

Peak-time

planning (Q4

2018)

System administrator

and super user training

Quality Checks

Success check

Success check

Success check

Onboard

Contact information:

Elena Menéndez-Valdés

Customer Success Manager

Elena.menendez@sap.com

+34 655 47 00 65

Thank you.

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Guided Onboarding Getting Started with SAP Preferred Success. We want

to ensure you get the most out of your engagement

with us. Learn about your entitlements and benefits as

a SAP Preferred Success customer.

SAP Preferred Success Community Join the SAP Preferred Success Community to

collaborate with other SAP cloud users and SAP

subject matter experts. Leverage the community to

get help, share ideas, and connect with others.

Success Checks Schedule a check to validate and optimize cloud

usage.

Advanced target service-level agreements Benefit from quicker initial response times and

resolution targets for non-defect issues through

enhanced target SLAs. You’ll get these from contract

signature through the lifetime of your subscription.

Prioritized handling of top issues Prioritized 24/7 handling of P1 and P2 issues.

Metric-driven consumption planning Realize better business outcomes. Proactive alerts to

the SAP Preferred Success teams trigger when your

solution and features are underutilized. We then

orchestrate success resources on your behalf.

Collaborative and optimized release

planning for new features Prepare for and execute a successful release. Expect

proactive notification on release timelines and

resources. You’ll then receive release notes based on

your environment and get suggestions for relevant

training.

Testing readiness checks Learn the best in testing practices as you prepare for

your release and establish a test strategy.

Exclusive, focused learning components Access webinars with experts to increase knowledge

and understanding on technical and functional topics.

System administrator and key user trainings Receive relevant and timely training to increase skills

of users and administrators.

Peak-time planning Receive invites and access to exclusive webinars that

cover best practices for peak-time planning, such as

your employee performance or accounts receivable

cycles.

Enhanced success and engagement

reporting Access reports and dashboards regarding the

engagement and productive use of the solution

throughout the entire lifecycle.

Engagement tracking checkpoints Access success resources to answer questions related

to critical issues, reporting, and best practices. You

can reach out proactively via the CALL-1-SAP line

during business hours.

SAP Preferred Success: Realizing value through every stage of your solution experience

Onboard Utilize Optimize

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• Solution consumption, usage and adoption trending

• Success checks to validate and optimize cloud usage

• Insight to simplify customer experience, e.g. SAP Fiori

• Planning to drive solution value and manage peak business cycles

• Securing partner-led projects

Prescriptive guidance from exclusive resources and

designated experts who understand your business and help

you maximize the value from your solution.

Success Resources

Releases and the Fit-to-Standard Mindset

• Release planning to increase awareness, understand business fit and increase

adoption of key features

• Test readiness checks

• Exclusive webinars on activation of key features, such as mobile

• Advocacy for new features with SAP Product Management

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Guided onboarding experience

Functional expertise

Access to SAP Learning Hub, Solution Editions

Community learning, moderation and peer collaboration

Access to best practices, such as employee engagement

Identify enablement opportunities at customers and drive learning

initiatives

Learning Resources

Upskill through the dynamic changes in the cloud

lifecycle and collaborate with peers through SAP

Learning Hub, solution editions.

“I must keep my business on

the leading edge and institute a

digital mindset and culture.”

11 PUBLIC © 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ

• Service-Level Agreements to resolve issues that inhibit cloud usage

• Prioritization in the support queue

• Support expertise and escalation point through customer success team

• Release weekend coverage (only SAP SuccessFactors solutions)

Advanced Support

Maintain an optimal customer experience through

prioritized incident handling.

Click here to view the SAP Cloud

Support Policy with SLA details

RT= Real time, OH= Office hours, and BD= Business day

Priority Initial

Response Time Resolution Target

Initial

Response Time Resolution Target

1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)

2 4 hours (RT) - 2 hours (RT) 3 BD

3 1 BD - 4 hours (OH) -

4 2 BD - 1 BD -

Cloud editions of SAP Enterprise Support SAP Preferred Success

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Release readiness check list and resources

Release information summary and highlights

Release readiness webinar schedule hosted by

Product Management

‘Road to the Release’ content

~2 months before preview release

Preview release information and training content

Solution-specific release detail

Few weeks prior to the preview release

Production release information and training Content

Day of the preview release

Timeline Example

We proactively inform you about the release timelines,

resources and upcoming webinars.

New Customers: Review basic release principles

Release approach and frequency

Universal vs. optional

Road to release process

Existing Customers: Release Management, New Features or Testing

Review quarterly release management strategy

Additional information and benefits on new features

Test planning: best practices for establishing a test strategy and examples of

sample test plans

We provide solution-specific release content.

We help you best leverage digital resource and learning

platforms.

Collaborative and optimized release planning

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Success Checks through SAP Preferred Success Technical, application, and business process optimization checks* delivered remotely

of data and seamless access of authorized

users across applicable cloud and on-premise solutions

administrative effort related to the solution

performance of business-critical interfaces

end-user satisfaction and enhanced

end-user experience with the solution

security set up with increased protection

from potential cyber threats Safe-start

success checks(*)

go-live and operation of critical business solution

Peace of mind

before, during and

after go-live Consistency

Reduced

Increased

Improved

More robust

Smooth

*Subject to availability based on solution

(*)2/10:Now available for: RBP, Compensation,

P&G, RCM, RMK, Onboarding, CDP,

Succession, Instance Synch. Tool, SSO, EC,

LMS. Others in development

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