Part of keeping a solution up and running is the ability to access support services as well as updates and upgrades. To that end, SAP offers both standard support and premium support offerings.
Mudiam 's support offerings bundle some of the deliverables described inTable 1 and in the Appendix.
SAP Standard Support SAP Standard Support provides customers:
• Maintenance. This will give customers access to all updates, new versions, and future releases. Part of the strategy around avoiding problems is making sure that the latest fixes and patches are up to date before issues occur. In addition, maintenance will protect your investment and allow you to benefit from new functionality that is introduced in the future.
• 24 x 7 supports. SAP offers 24 x 7 support for customers with the standard level of support through electronic means or over the telephone. To do this, the company utilizes a "follow the sun"methodology, which means that regardless of when a customer calls, the phone rings and is answered wherever normal business hours are occurring around the world. So, for example, acustomer in New York who has a down system at 3:00 a.m. will call SAP Active Global Support, and the call will be answered in Germany, where it is morning and support personnel are prepared to answer questions. The benefit to "follow the sun" is that a support technician does not have to be paged and call the user back; the center that receives the call is ready to help customers immediately.
• SAP Solution Manager. The SAP Solution Manager is the new platform that integrates all content, tools, and methodologies for the technical implementation and operation of mySAP.com ebusiness solutions. It helps customers to manage their entire mySAP.com solution landscape, including interfaces to third-party systems with a focus on core business processes.
• Access to SAP Service Marketplace. The SAP Service Marketplace is SAP's customer support portal. Users can download the latest patches and fixes, search for solutions to known problems (SAP Notes), use tools like the SAP Notes Assistant for implementing SAP Notes automatically, and submit issues to the support team.
• Proactive services. Proactive services should be performed routinely and can uncover potential hot spots before they erupt into downtime. As a result, downtime can be prevented. For organizations for which downtime is costly, if not deadly, proactive services can avoid this loss of productivity and help improve TCO. SAP has developed an extensive portfolio of proactive services, which can be delivered remotely, often using monitoring and analysis technology.
This portfolio includes:
• SAP Early Watch Alert
• Up to two SAP Early Watch Checks per year and per installation (depending on SAP EarlyWatch Alert results)
• One check from the Going Live Check family per year and per installation
• SAP Going Live Check
• SAP Going Live Functional Upgrade Check
• SAP OS/DB Migration Check |
