NEW Getting Started With SAP Enterprise Support - 2017

Getting Started with SAP Enterprise Support
Business Suite
SAP Digital Business Services (DBS)
Laura Alvarado
September, 2017
PUBLIC
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© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

SAP Enterprise Support: Customer success and rapid adoption of innovation
Innovation and
Empowerment
Value Realization Mission-Critical
Collaboration
Support
Proactive and Across all

preventive SAP Enterprise Support deployment
support options
On-premise Hybrid Cloud

How to get started with SAP Enterprise Support?
Collaboration Empowerment Innovation & Mission Critical

Value Realization Support
• SAP Enterprise Support

Academy
• Delivery Formats
• Service Details
More information can be found in the Getting Started with SAP Enterprise Support brochure (PDF)
GETTING STARTED with Empowerment
SAP Enterprise Support Academy
Empowerment.
SAP Enterprise Support Academy empowers you to build the knowledge and
skills needed to maximize the benefit of your SAP solution, no matter your
choice of deployment.
Platform. People. Practice.

Easily access SAP Enterprise Stay up-to-date by leveraging Let us help you boost collaboration
Support learning content and expert content in various delivery between business and IT units by
services. formats and levels of detail. addressing different functional
roles and assisting in creating
business cases and value.
Visit us at https://support.sap.com/esacademy
SAP Enterprise Support Academy – Delivery Formats
Expert-guided Guided-discovery
implementations tutorial
(EGI)
Meet-the-expert Continuous quality

sessions check and
(MTE) improvement
services
Accelerated Guided QuickIQs

innovation self-services
enablement (GSS)
(AIE)
Meet-the-expert Best practices

replay library
Visit us at https://support.sap.com/esacademy
Continuous Quality Checks
Remote services which help you to reduce technical risks and outline Additional Information
optimization potentials
SAP Support Portal:
• Business Process Operations • Interface Management • SAP Enterprise Support
• Business Process Performance • Integration Validation Delivery (CQCs &
Optimization Improvement Services)
• OS/DB Migration Check
SAP Note:
• Configuration Check • Security Optimization Check
• Central preparatory note
• Data Consistency Management • Technical Performance Optimization (91488)
• Data Volume Management • Transport Execution Analysis
• Downtime Assessment • Upgrade ➢ Open a customer incident on
• Early Watch Check component “SV-BO-REQ” to
• Upgrade Assessment request a remote service
• Going Live Support • SAP Modification Justification Check ➢ Contact your SAP Enterprise
• Implementation • SAP Custom Code Maintainability Check Support advisory to get a
tailored service plan

SAP Enterprise Support Academy
/ Program Entitlement
Access to the SAP Enterprise Support Academy is part of your SAP Enterprise Support (ES)
maintenance contract. It means comprehensive access in a convenient format — whenever and
wherever you want
Your Enterprise Support maintenance contract comprises five (5) service days a year .
Format Description
Expert Guide Implementation (EGI)

Use one (1) service day for subscribing to a n-day EGI - GSS session
Guide Self Service (GSS)
Decide between live expert session in mode 1:1 (one service engineer/ one customer)
Accelerated Innovation Enablement or 1:n (one service engineer / multiple customers for peer discussion) and use 0.25
(zero point two five) service days per service subscription.
Best practices
Meet the expert sessions Unlimited access
QuickIQs
SAP will provide at least one Continuous Quality Check (the "Continuous Quality
Continuous Quality Checks
Check" or "CQC") per calendar year for each SAP Software Solution



value maps
• SAP Solution Manager
• Business Scenario
Recommendation
GETTING STARTED with Innovation & Value Realization
SAP Enterprise Support Value Maps
SAP Enterprise Support value maps help you quickly identify the relevant SAP Enterprise Support
services, tools, and expertise for your business needs.
Select the SAP Enterprise Support value map topic that addresses your business
Guided approach challenge, discover your individual road map, and use the SAP Enterprise Support
offerings step-by-step to reach your objective.
Deliverables
On-demand expertise through a cloud-based social collaboration platform

Social collaboration
(SAP Jam) connects you directly with SAP experts and peers.
Obtain guidance from the SAP support experts who moderate each value map
Expert access
group.
Build the knowledge and skills you need to successfully manage your transformation
Empowerment
to the digital economy.

Available SAP Enterprise Support Value Maps
• SAP S/4HANA & SAP HANA • SAP S/4HANA Cloud • SAP SuccessFactors
• Data Volume Management • SAP Cloud Platform • Security
• SAP Analytics Solutions • Run SAP Solution Manager • Custom Code Management
• SAP Jam Collaboration • Business Decision Makers • Change Control Management
• Technical Monitoring &

Alerting

Example: RUN SAP Solution Manager Value Map
SAP Enterprise Support Value Maps
SELECT YOUR 01 DISCOVER & 02 03 04 OBJECTIVE

INSTALL CONFIGURE INNOVATE
OBJECTIVE PLAN ACHIEVED
Example: Example:
Upgrade to SAP • What’s new in release • Get in touch with SAP • Expert-Guided • Transition to SAP SAP Solution Manager
Solution Manager 7.2 7.2 Solution Manager Implementation: SAP S/4HANA with SAP upgraded to 7.2
experts Solution Manager Basic Solution Manager 7.2
• SAP Solution Manager
Configuration
7.2 roadmap • Meet-the-Expert session: • Must know for SAP
Installation, Upgrade, • Enable advanced remote Solution Manager on
• Meet-the-Expert session:
and Maintenance service delivery for SAP SAP HANA
SAP Solution Manager in
support
a Nutshell • Install the system with • Operate cloud-based
the help of the available • Enable root cause solutions with SAP
• Get ready for SAP
guides analysis Solution Manager
Solution Manager 7.2
with guided discovery • … • Managed system
tutorials configuration checklist
• … • …
Learn more: Whitepaper: Speed Up Your Digital Transformation with SAP S/4HANA and SAP Enterprise Support
SAP Solution Manager
Enable Business Innovation

Maximize the value of your Detect and realize improvement
support engagement with SAP potentials of your business processes
Solution Manager. and implement new business models to
gain competitive advantage.
Access to SAP experts… …and support services.
Improve IT Management SAP Solution Leverage SAP Innovations

Manager Implement and manage SAP innovations
ITIL-aligned IT Service Management
and ALM Processes to manage SAP like SAP HANA, mobile solutions or
and non-SAP components plus proven hybrid IT landscapes and leverage the
methodologies. full potential of your SAP partnership.


• Customer Interaction Center

Advisory
• SAP Support Backbone
GETTING STARTED with Collaboration
Customer Interaction Center
Provides 24x7 central point of contact for queries such as: Contact
• Questions and issues around s-user
• SAP Support Portal navigation SAP Support Portal:
• Contact Us
• Speeding up (acceleration) and escalation of SAP customer incidents
Phone:
• Entry channel to SAP Enterprise Support advisory center
• SAP Note 560499
for mission critical support CALL-1-SAP number
Customer Customer Interaction SAP Enterprise Support

Center Advisory

SAP Enterprise Support Advisory
A team of specialized Support Advisors that guide you through the Additional Information
SAP Enterprise Support offerings by:
• Delivering SAP Enterprise Support setup service SAP Support Portal:
• Defining a proactive, tailored support engagement plan • Collaboration
✓ Submit your project
• Identifying the best SAP Enterprise Support Academy education elements
information to get help
• Providing functional and technical expertise on key areas planning your go-live
via the SAP Enterprise Support value maps services by filling in the
online form
• Acting as an additional escalation level ✓ Collaboration brochure
in case of mission critical situations
• Helping to drive innovation
• Providing SAP Enterprise Support Report
• Supporting SAP Solution Manager readiness
• Delivering your Customer Center of Expertise primary certification audit

SAP Support Backbone
https://support.sap.com X https://support.sap.com X https://www.sap.com//community X
SAP Service SAP Support SAP Community

Marketplace Portal
Contains a variety of target group Your one stop for all support and SAP's professional social network to get help,
specific internet portals service related needs* share ideas, and connect with others
 SAP Support Portal  SAP Notes search and incident wizard  Discussion forums, blogs & videos
 SAP Help Portal (product documentation)  SAP software distribution center  Quick access to expert advice
 SAP PartnerEdge  Administration of remote connections  Online trainings
 SAP Community  License key & requests  Software downloads
 SAP Store  SAP service & software catalog
 SAP Training & Certification Shop  SAP Enterprise Support Academy
 SAP Business One Customer Portal  SAP Enterprise Support Report incl. S/4HANA
onPremise
 SAP Support Launchpad


• Overview
• Customer Incident
GETTING STARTED with Mission Critical Support
Customer Incident
Create customer incident with following content: Additional Information

• Choose installation and system number
• Select the correct component SAP Support Portal:
• Incidents
• Enter S-user/person getting the error message
• Knowledge Base
• Provide a meaningful short text description and a step-by-step description
MTE Replay:
including navigation and description of expected results
• The perfect customer incident
• Add screenshot of error message and inform about any SAP Notes Search which • What a CCOE should know
was done about incident processing
• Open service connection and provide login data (SAP Note 508140) PDF:
• Support Essential: What a
• Carefully select the incident priority (SAP Note 67739)
Customer Should Know About
• Record only one issue per incident (SAP Note 50048) SAP Incident Processing
For any problem with this application create an incident under component: Quick IQ:
“XX-SER-SAPSMP-IBX” • How to manage incidents on
the SAP Service Marketplace

GETTING STARTED with Mission Critical Support
Service-Level Agreements
The service-level agreements commit SAP to a timely initial reaction and delivery of a resolution
within a fixed period of time to accelerate support for your most critical business needs
• Accelerated problem resolution

Incident Priority 1 2
for productive system incidents and
critical projects
Initial Response Time* 1 hour 4 hours** • Minimized business disruption
and reduction of unforeseen
downtime
Corrective Action 4 hours n/a
(Work-around / action plan) • Reduced financial impact
of support issues
*) Initial response time for prio 1 for on-premise & cloud product related issues 1hr, cloud operations ~0,5hr (24x7 worldwide);
**) Prio 2: only during SAP’s local office time
Incident Handling with SAP Enterprise Support
Defining a Business Impact – SAP Note 90835
Provided the following information as best as possible:
1. Is the problem in a productive, test or development system?

i. If it is in a test or development system, when are you planning to Go Live?
ii. Will it impact a larger Go Live?
2. What impact does your problem have on your business?

I. Financial impact…what is the amount of revenue which will be lost
II. Process impact… what business processes are affected? Are systems down or delayed? If delayed, by how long?
3. Do you have a work-around? If so, how effective is it?
4. How many users are impacted?
5. Are SAP Consultants on-site? If yes, provide complete names
6. Is someone available 24x7 as a point of contact for this incident?

1. The incident may require information provided to SAP resources working outside US business hours.
7. Do you have the resources standing by to take corrective action as directed by SAP if appropriate?
Please refer to Note 90835 for additional “Business Impact” information. Bear in mind that business
impact is the single most important aspect in determining the urgency of SAP’s response
Thank you.
SAP Enterprise Support Latin American & Caribbean
Digital Business Services
SAP LAC
Contact Number: See SAP Note 560499
E-Mail: sap_eslac@sap.com
Support.latinamerica@SAP.com
www.sap.com
Appendix
GETTING STARTED with SAP Enterprise Support
Useful Links and SAP Notes (1/4)
COLLABORATION
Contact us (CALL-1-SAP / CIC) • https://service.sap.com/call1sap

• https://support.sap.com/contactus
• https://launchpad.support.sap.com/#/notes/560499
(SAP Note 560499 - Customer Interaction Center: Hotline Numbers & E-mail Addresses )
SAP Enterprise Support Advisory • https://support.sap.com/en/offerings-programs/enterprise-support/collaboration.html
• Collaboration brochure (PDF)
• Online Form
Customer Center of Expertise • https://support.sap.com/en/offerings-programs/ccoe.html
(CUSTOMER COE) • Getting Started with Primary CCOE Certification (PDF)
• What a Customer CoE should know about incident management
• What a Customer CoE should know about his/her role in the new Hybrid world
SAP Support Backbone

• SAP Community • https://www.sap.com/community
• SAP Support Portal • https://support.sap.com ( Personal Demo)
System Data Maintenance • https://support.sap.com/en/my-support/systems-installations.html

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC
(SAP Note 172481- System data maintenance (collective note)) 25
EMPOWERMENT
SAP Enterprise Support Academy • https://support.sap.com/en/offerings-programs/enterprise-support/enterprise-support-
academy.html
Delivery Formats • https://support.sap.com/en/offerings-programs/enterprise-support/enterprise-support-
academy/delivery-formats.html
Service Details / CQC • https://support.sap.com/en/offerings-programs/enterprise-support/enterprise-support-
academy/continuous-quality-check-improvement-services.html
(SAP Note 91488 - SAP Support Services central preparatory note)
(SAP Note 1793264 - Advanced Remote Service Delivery Customer info)

INNOVATION & VALUE REALIZATION
SAP Enterprise Support value maps • https://support.sap.com/en/offerings-programs/enterprise-support/enterprise-support-

academy/value-maps.html
SAP Solution Manager
• Install and Configure • https://support.sap.com/solutionmanager
• Solution Documentation • https://support.sap.com/en/solution-manager/solution-manager-71/processes-71/solution-
documentation.html
• SAP Solution Manager Diagnostics • https://wiki.scn.sap.com/wiki/display/SM/Solution+Manager+Diagnostics
• Remote Support • https://support.sap.com/en/tools/connectivity-tools/remote-support.html
• Activate SAP EarlyWatch Alert • https://support.sap.com/en/offerings-programs/support-services/earlywatch-alert.html
• Root Cause Analysis • https://wiki.scn.sap.com/wiki/display/TechOps/RCA_Home?original_fqdn=wiki.sdn.sap.com
Business Scenario Recommendation
• BSR for SAP S/4HANA • https://s4hana.com
SAP Fiori Apps Recommendations Report • https://msmproda7afccce3.hana.ondemand.com/Request/FAR/
SAP Innovation and Optimization Pathfinder • https://msmproda7afccce3.hana.ondemand.com/Request/PAF/
Innovation Discovery • https://service.sap.com/innovation-discovery

MISSION CRITICAL SUPPORT

Overview • https://support.sap.com/en/offerings-programs/enterprise-support.html
SAP Enterprise Support Scope Description
Customer Incident • https://support.sap.com/en/my-support/incidents.html
• https://support.sap.com/en/my-support/knowledge-base.html
• Support Essential: What a Customer Should Know About SAP Incident Processing (PDF)

© 2017 SAP SE or an SAP affiliate company. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company.
The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its distributors contain proprietary software components
of other software vendors. National product specifications may vary.
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP or its affiliated
companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP or SAP affiliate company products and services are those that are
set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.
In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this docume nt or any related presentation, or to develop or release
any functionality mentioned therein. This document, or any related presentation, and SAP SE’s or its affiliated companies’ st rategy and possible future developments, products,
and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The
information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various
risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements,
and they should not be relied upon in making purchasing decisions.
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trade marks of SAP SE (or an SAP affiliate company)
in Germany and other countries. All other product and service names mentioned are the trademarks of their respective companie s.
See http://global.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.

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Getting Started with SAP Enterprise Support

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

Proactive and Across all

On-premise Hybrid Cloud

Collaboration Empowerment Innovation & Mission Critical

• SAP Enterprise Support

Platform. People. Practice.

Meet-the-expert Continuous quality

Accelerated Guided QuickIQs

Meet-the-expert Best practices

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 7

Expert Guide Implementation (EGI)

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 8

Collaboration Empowerment Innovation & Mission Critical

• SAP Enterprise Support

On-demand expertise through a cloud-based social collaboration platform

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 10

• Data Volume Management • SAP Cloud Platform • Security

• SAP Jam Collaboration • Business Decision Makers • Change Control Management

• Technical Monitoring &

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 11

SAP Enterprise Support Value Maps

SELECT YOUR 01 DISCOVER & 02 03 04 OBJECTIVE

Enable Business Innovation

Access to SAP experts… …and support services.

Improve IT Management SAP Solution Leverage SAP Innovations

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 13

Collaboration Empowerment Innovation & Mission Critical

• Customer Interaction Center

Customer Customer Interaction SAP Enterprise Support

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 15

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 16

https://support.sap.com X https://support.sap.com X https://www.sap.com//community X

SAP Service SAP Support SAP Community

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 17

Collaboration Empowerment Innovation & Mission Critical

Create customer incident with following content: Additional Information

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 19

• Accelerated problem resolution

1. Is the problem in a productive, test or development system?

2. What impact does your problem have on your business?

3. Do you have a work-around? If so, how effective is it?

4. How many users are impacted?

5. Are SAP Consultants on-site? If yes, provide complete names

6. Is someone available 24x7 as a point of contact for this incident?

Contact us (CALL-1-SAP / CIC) • https://service.sap.com/call1sap

SAP Support Backbone

System Data Maintenance • https://support.sap.com/en/my-support/systems-installations.html

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 26

INNOVATION & VALUE REALIZATION

SAP Enterprise Support value maps • https://support.sap.com/en/offerings-programs/enterprise-support/enterprise-support-

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 27

MISSION CRITICAL SUPPORT

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 28

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