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SAP’s Support Model 2010+The Best Support for Your Business
SAP Support offerings – Overview
© SAP AG 2009. All rights reserved. / Page 2
Supplemental support offeringsSAP Standard Support SAP Enterprise Support
SAP Support PortfolioMeeting your varied business requirements
Supplemental support offerings, such as SAP MaxAttention
SAP Enterprise SupportSAP Enterprise SupportSAP StandardSupport
Reactive
Technologies and Applications
Technical Risk Mitigation
Notes Update | Support Packages | Enhancement Packages | Release Update
SUPPORT EXPERIENCEBUSINESS REQUIREMENTS
SCO
PE O
F SU
PPO
RT
NEE
DS
Proactive
Technologies , Applications &End to End BusinessProcesses
Continuous Improvement
Service Level Agreements
Customer specific Service LevelAgreements
Continuous Project and OperationsRisk Mitigation
On-site, close collaboration
Strategic engagement for ongoinginnovation
© SAP AG 2009. All rights reserved. / Page 3
SAP Support Offerings
SAPStandard Supportenables stable operations
SAPEnterprise Supportsupports continuous improvementand successful solutionoperations at lower risk and cost
Access to innovation via enhancements packs and releases
Support Advisory as your EnterpriseSupport value advocate
Incident support including notes and support packages
Maximizingyour success
*SAP provides custom code support in case of Severity 1 Incidents, this will be based on best effort from SAP to direct the customer to the offending custom code object** For more information: click and go directly to the SAP Enterprise Support Knowledge Forum
Access to standard system health checks
Knowledge base via SAP Service Marketplace
SLAs for priority 1 and 2 messages
Expert team to restore operations in productiondown situation including Custom Code Support*
Proactive Remote Optimization Services
© SAP 2009 / Page 3
© SAP AG 2009. All rights reserved. / Page 4
SAP Enterprise SupportReal life benefits
Remote optimisation services targeting data growth,CPU utilisation, business process and securityoptimisation.Positioned by SAP to address specific customer issues.Specific recommendations to resolve reported issue
ES Customers have access to remoteoptimisation services portfolio
provides ES customers with CommercialPredictability for simplified maintenancebudgeting
in the current economical climate customers arechallenges with planning their budget,
SAP enable ES customers on Run SAPStandards and best practices to improve ITprofile and influence on the business
Organisation GovernanceIT-Business priorities alignment
Run SAP Standards custom code template and SolutionManager as Custom Code Document Repository
Custom Code Maintainability Check and CustomisationJustification Services,
Accelerated Innovation Enablement service providescustomer with access to SAP expert as part of planning
SAP supports ES customers in mappingtheir custom code and business needs tolatest SAP product capability
Benefits:Free IT resources by retiring unused custom codeMinimized customer development and maintenance costs.
Benefits:SAP provides Enterprise Support Customers withcost predictability for maintenance fees (to 2016)
Benefit:IT quantifies ongoing contribution to the business,perceived as asset rather than financial liability
Benefits:Improved technical performance contributes to:Reduced TCOImproved end user experience.
© SAP 2009 / Page 4
© SAP AG 2009. All rights reserved. / Page 5
SAP Enterprise SupportReal life benefits
SAP provides ES customers with expertpool of resources focusing on productiondown support
Customers can access to a team of experts tasked withrestoring customers business to normal operation.
SAP provides ES customers with ExtendedMaintenance which contribute to reductionof TCO and improve SAP Solution ROI
SAP provides extended maintenance for R/3 4.6C, R/3 4.7Enterprise and ERP 2004 releases
ES Customers have direct access toService and product Innovation
Enterprise Support has Structure in place to capturecustomer feedback
SAP ES provides SLAs for Priority1 & 2messages
Guaranteed SLAs (w/penalties) on SAP providingworkaround or action plan for Severity 1 & 2 messages
Benefits:In production down, production endangerment or go-live endangerment , a dedicated 24x7 and regionallydistributed team of experts is there for you
BenefitsCustomers using these version have better planninghorizon for functional upgrades which leads toimproved ROI
Benefits:ES Customers can directly contribute to improvisation ofSAP maintenance services and products,Customer requests will be prioritised and incorporatedinto Maintenance Services and Solutions innovation.
Benefits:Customers gain certainty of their messages beinganalysed according to globally agreed SLAs,Customer can rely on SAP providing an action plan orworkaround around the clock.
© SAP 2009 / Page 5\
© SAP AG 2009. All rights reserved. / Page 6
SAP Enterprise SupportReal Life BenefitsImproved business users productivity
Customer and SAP identify factors which affect businessusers productivityAgreement on remediation plan using SAP ContinuousQuality Checks (CQCs) and Run SAP Standards
Improved operational efficiencies
Enablement to self-generateSAP Enterprise Support Report (ESR)ESR provides context to assess operational processesmaturity and identify relevant Run SAP standards forimprovement
Leveraging internal expert knowledgefor business enablement
Provide transparency of business processes execution;Generation of business exception reporting usingBusiness Process Analysis/ Monitoring (BPA/BPM)services (e.g. Number of purchase order not committed,picking slips not executed etc..)
Integrated SAP operational toolsenablement
Enablement on SAP Solution Manager scenarios alignedto specific customer needsUp skilling on scenarios activation and usage
Benefit:Business process performance improvementImproved business users productivityReduction in load on support teams
Benefit:Operational best practices are leveragedOperational cost reduction
Benefit:Maximized operational process automation,transparency and governanceOperational Costs Reduction
Benefits:Improve quality of business processEnables strategy and execution to reduce exceptionsvia business rules
© SAP 2009 / Page 6
© SAP AG 2009. All rights reserved. / Page 7
* For more information: click and go directly to www.sap.com/support
Scenario Comparison
22212019
020152014
20.8
2013
20.1
2012
19.5
2011
18.9
2010
18.36
2009
18.36
2016
22.021.4SAP Enterprise Support
SAP Standard Support
18.36% 18.0% + CPI18.0%
ES Standard Support
2009 2010 2011 2012 2013 2014 2015 2016 …
InitialPeriod
1st
Renewal
Ext. Maintenance
For SAP R/3 4.6C during 2010, and for SAP R/3 Enterprise 47x110 and
47x200 from April 2010 to March 2013, an additional fee of +4% .
For SAP ECC5.0 from April 2010 to March 2011, an additional fee of
+2%, and from April 2011 to March 2013, the additional fee is +4%+
Remaining on Enterprise Support
Move to Standard Support
© SAP AG 2009. All rights reserved. / Page 8
Price Simulation Chart
License Price 1,000,000.00ES Fee ES Rate StS Rate CPI Sts Fee
183,600.00 18.36% 2009 18.36% 183,600.00183,600.00 18.36% 2010 18% 180,000.00189,000.00 18.90% 2011 18% 180,000.00195,000.00 19.50% 2012 18% 4.0% 187,200.00201,000.00 20.10% 2013 4.0% 194,688.00208,000.00 20.80% 2014 4.0% 202,475.52214,000.00 21.40% 2015 4.0% 210,574.54220,000.00 22.00% 2016 4.0% 218,997.52
Total = 1,594,200.00 Total = 1,557,535.58
Minimal price difference between Standard and Enterprise Support
*Assumption - CPI at 4%
© SAP AG 2009. All rights reserved. / Page 9
Voice of Customers
https://service.sap.com/customerquotes
© SAP AG 2009. All rights reserved. / Page 10
Overview of Support Fees By Vendor
10% 12% 14% 16% 20% 22%18% 24% 26% 30%28%
Enterprise SupportStandard Support
Oracle*
Microsoft Dynamics
Lawson
Netsuite
* Oracle also offers “Oracle Advanced Customer Services” which delivers additional support features at a price point above 22%This dashed line indicates that vendor has additional offers at higher price-points
© SAP AG 2009. All rights reserved. / Page 11
Where do I go from here?
Take the time to understand our support offering*
Discuss your view with your account executive, they know your businessand can help you make an informed decision
Make your choice and communicate to your Account Executive before 15th
of March 2010
* For more information: click and go directly to www.sap.com/support
Way Forward
© SAP AG 2009. All rights reserved. / Page 12
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