Who is affected?
Select Services, Training and Partners
We offer support models tailored to your needs with flexible switching options. Our support can be obtained on a daily or hourly quota basis according to your needs.
The reports filed outside of our business hours will not be processed until the next working day. The SAP processes the "Very High" priority messages immediately. In order to ensure that you as a customer are always well informed about how a message can be submitted outside of business hours, our answering machine with the relevant information is available to you. In the Customer Guide, you will learn how to proceed in the event of a system shutdown, for example, to submit the message to SAP for immediate processing. You will also receive detailed information about the message task in SAP Solution Manager and a description of the message task outside of our business hours.
Guaranteed service levels for your operational security
Almost a fifth of them were positive or neutral about the more "expensive" support model Enterprise Support. A total of 42% of those surveyed see this as a low or no added value. Interestingly, almost 40 percent did not say anything about this topic. Nevertheless, a positive trend is emerging. In a similar survey last year, nearly three-quarters of the participants said they had little or no added value to Enterprise Support. "The benefits of Enterprise Support, such as free services, have not yet been widely publicised by customers. The Enterprise Support Academy launched by SAP, which is an educational institution, is promising, but should receive even more attention," concludes Andreas Oczko. Nevertheless, SAP is still calling for standard support to remain in focus. The performance of this support model, which is also paid a significant maintenance rate, should not only include a minimum of service levels. We need to create more transparency about what service is included in which support contract. The information day is free of charge for SAP customers, it presents topics around enterprise support. The target group is customers who have an Enterprise Support Maintenance Agreement or are interested in it.
If a failure occurs, we commit to fix it or find a temporary solution within a strict timeframe defined by the SLA. With critical functions of the system this can even be 4 hours!
Some missing SAP support functions in the standard are supplied by the PC application "Shortcut for SAP Systems".
You may not have the necessary manpower or internal skills to provide solutions to all potential problems.
SAP ActiveEmbedded and SAP MaxAttention for On-Premise solutions can be supplemented with premium support offerings from SuccessFactors or Ariba for cloud solutions.