SAP Enterprise Support

Drive Business and IT Value Across

All Deployment Scenarios

Table of Contents
4 The Support You Need, No Matter
How You Deploy

6 The Pillars of Proactive Support

10 Simple Benefits
With Tremendous Value
2015 SAP SE or an SAP affiliate company. All rights reserved.
 2015 SAP SE or an SAP affiliate company. All rights reserved.

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If change is constant, then business success means managing that change
constantly. You do it already for your business, and you also need to do it for IT.
This is because, more than ever, IT drives business value by helping you do what
you do better and more efficiently. But as change accelerates and new technologies
emerge more quickly than ever before, complexity especially IT complexity
becomes the new challenge of the day. Are you ready to Run Simple?

THE DIGITAL ECONOMY
Reflect on how things have changed just over the
past 10 to 15 years. Mobile technology has woven
itself into the fabric of our existence to the extent
that virtually all the people you know now carry a
small, powerful, and network-connected computing
device in their pocket. On these devices, people and
businesses everywhere are interacting through
social media. This is helping to connect our planet
and drive new business in dramatic and unforeseen
ways. Much of this is enabled by cloud computing
technology, which gives businesses the flexibility to
serve up services and information to people who can
access it from anywhere at any time. And all of this
interaction helps generate a tremendous amount
of data. For companies that know how to harness
it in real time, this Big Data is yielding big insight.
Five technology trends have converged to create the
digital economy: hyperconnectivity, supercomputing,
cloud computing, a smarter world model based on
business outcomes, and cybersecurity. The resulting
pace of change is staggering and is reshaping the
way your company does business. It is also driving
higher levels of business and IT complexity every
day. SAP understands the challenges you face, and
we also understand the opportunities that exist
for you and your company in a dynamic and
changing economy. This is why weve reshaped
the way in which SAP helps your IT group support
your business strategy, increase value, and open
the path for innovation.

2015 SAP SE or an SAP affiliate company. All rights reserved.

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The Support You Need, No Matter
How You Deploy
Some companies run their IT environments entirely
with on-premise solutions. Others run exclusively
in the cloud. Still others an increasing majority,
in fact manage hybrid environments that mix
the best of both worlds.
The good news for SAP customers like you is that
regardless of the way in which your landscape is
deployed, the SAP Enterprise Support offering
gives you the proactive support you need to suc-
ceed. Brought to you by the support organization
of SAP, SAP Enterprise Support enables you to
simplify operations, strengthen reliability, and speed
time to value with the rapid adoption of innovation.
More than helping you solve problems, we act like
a business partner that proactively works with you
to help you realize your business goals and
aspirations.
FASTER TIME TO VALUE AND SMOOTH
OPERATIONS TO ENABLE INNOVATION
For your on-premise environment, SAP Enterprise
Support helps you achieve faster time to value
while setting the course for the kinds of smooth
and successful operations that enable IT to focus
on innovation.
When it comes to implementing new enterprise
software, for example, our services and best practices
help you complete projects on time, within budget,
and with the lowest amount of risk. Get firsthand
expert knowledge directly from SAP about the latest
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tools and support services. Use proactive checks
to identify technical risks, targeted services to reduce
manual test effort, and assistance from SAP experts
to help ensure that your foundation is set up for
efficient operations once the implementation is
complete.
For better operations, one of the most powerful tools
at your disposal is SAP Solution Manager. Use it for
end-to-end application lifecycle management and
to achieve stable operations at lower costs. Reduce
the effort associated with application administration,
using automated technical monitoring and alerting
functionality. And proactively avoid issues, improve
performance, and prepare your landscape for future
innovations with the wide range of services made
available by SAP Enterprise Support.
To drive innovation, you can access tools and
expertise to discover and learn about new business
functionality coming out of SAP. Work with SAP
experts to evaluate the innovation functionality of
the latest SAP enhancement package, and use SAP
Solution Manager to access a variety of automation
functionalities that facilitate innovation and change.
And once you make a decision to move forward,
we also help you adopt innovation swiftly, at the
lowest cost, with minimized risk. In the end, youll
be able to innovate more quickly, with lower cost
and fewer headaches which ultimately helps you
run your business more simply.
2015 SAP SE or an SAP affiliate company. All rights reserved.
HARMONIZED SUPPORT IN THE CLOUD
You demand the same value and reliability from
flexibly deployed cloud solutions as you do from
your on-premise environment. With SAP Enterprise
Support, cloud editions, you get the same proactive
support experience youd expect for your on-premise
solutions. Building on the SAP ONE Support program,
the cloud editions of SAP Enterprise Support help
you maximize reliability, drive innovation, and realize
value. You can expect:
Higher reliability for business processes and
applications Proactive measures to prevent
business disruptions and 24x7 support with
best-in-class service-level agreements that
gives you the attention you need at the speed
you expect
Capabilities to quickly adapt to changing busi-
ness requirements Best practices, knowledge,
and skills to quickly adopt SAP solutions, with
guidance on innovation opportunities
Efficiency from personalized collaboration
with SAP Optimized cloud usage experience
with direct access to SAP support experts and
platforms for social business collaboration
Better business outcomes for cloud services
from SAP Tools and proactive services that
help you identify and realize business value
when using the cloud editions of SAP Enter-
prise Support
All of this helps ensure that you get the level of
support youve come to expect with SAP Enterprise
Support even in the cloud.
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HARMONIZED SUPPORT IN HYBRID
DEPLOYMENT SCENARIOS
More companies than ever before are running hybrid
environments that mix on-premise solutions with
solutions in the cloud. But to maximize the value
of both, you need to run your hybrid landscapes as
a holistic environment. This requires integration.
With SAP Enterprise Support, we help you meet
this challenge starting with an individualized road
map for a smooth transition to a hybrid environment
that delivers the most value possible. For example,
we can help you identify best-fit cloud solutions
based on on-premise system usage or industry
best practices. This helps you make quicker decisions
on where to invest.
SAP Enterprise Support also helps document
business processes through SAP Solution Manager.
This is crucial for hybrid environments where getting
interfaces and data exchanges correct across
on-premise and cloud solutions is the key to success.
Use our services and expertise to eliminate data
inconsistencies and minimize the risk of business
disruptions caused by excessive changes. Perform
proactive checks to identify technical risks before
they become an issue. And enjoy the benefits of
integrated incident and problem management,
solution documentation, test management, and
change request management with SAP Solution
Manager.
In the end, youre able to combine the best of both
worlds on-premise and cloud and run your
environment holistically. This vastly reduces land-
scape complexity, enabling you to deploy new
business models more quickly and in a way that
maximizes the value of your overall IT investment.
2015 SAP SE or an SAP affiliate company. All rights reserved.
The Pillars of Proactive Support
Across all deployment scenarios, SAP Enterprise
Support provides proactive and preventive support
from day one, covering the complete lifecycle. It
enables smooth integration of cloud solutions and
provides end-to-end supportability of hybrid land-
scapes. We do this by focusing on vital areas such as:
Collaboration
Mission-critical support
Empowerment
Innovation and value realization
COLLABORATION
At SAP, we believe that collaboration is one of the
keys to helping you maximize the value you derive
from SAP Enterprise Support. This is why it is
important for us to help you connect with SAP
experts and other SAP customers always with
the goal of guiding your people to master the
skills they need to help your organization thrive.
SAP Enterprise Support Advisory Team
One main source for collaboration is the SAP
Enterprise Support advisory team, a group of
specialized support advisors who are on hand to
guide you through the tools and offerings available.
And if youre new to SAP Enterprise Support, the
advisory team offers a setup service that works
like a welcome session.
Use the support advisory team to familiarize your IT
and line-of-business teams with the SAP Enterprise
Support offerings that can help you more effectively
manage the software cycle. On-premise and hybrid
customers receive valuable guidance on initial
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readiness, including an overview of how to use
SAP Solution Manager to its fullest. This helps
you establish a solid foundation of collaboration
between you and SAP support allowing you
to maximize the value of IT investment. For
more information, please visit us at
https://support.sap.com/esadvisory
(s-user login required).
Social Business Collaboration
SAP Enterprise Support maintains a growing number
of collaboration areas for SAP Enterprise Support
value maps on the SAP Jam social software platform.
What you get is on-demand, 24x7 access to SAP
experts and peers around the world to exchange
ideas and obtain guidance on a range of business
challenges and goals so that you can resolve issues
and seize new opportunities.
Customer Center of Expertise
Facilitating collaboration perhaps more than anything
else is the designated and certified Customer Center
of Expertise (Customer COE) team that your organi-
zation sets up as part of its SAP Enterprise Support
agreement. By acting as a single source of truth
for all matters related to SAP in your organization,
your Customer COE works closely with SAP to
set up an internal support desk, coordinate projects,
and deliver relevant information to the user base.
All this helps build a relationship of trust and under-
standing between our organization and yours.
For more information, please visit us at
https://support.sap.com/ccoe (s-user login
required).
2015 SAP SE or an SAP affiliate company. All rights reserved.
MISSION-CRITICAL SUPPORT
Regardless of your deployment scenario and for
whatever issues arise, a cornerstone of SAP Enterprise
Support is mission-critical support that gets you
the attention you need at the speed you expect.
This means accelerated problem resolution, fewer
business disruptions, and less unforeseen downtime
so that you can keep operating at peak performance.
Underlying our commitment to you are explicit
service-level agreements. For very high customer
incidents, we will respond within one hour and
provide a solution, work-around, or action plan for
resolution within four hours. For high customer
incidents, we provide an initial response within
four hours. The point is that our commitment is to
maximize your uptime and maintain the high levels
of performance you need to achieve your business
objectives.
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EMPOWERMENT
SAP Enterprise Support helps your staff members
build up the know-how they need to overcome
complexity. One of the key elements to this end is
the SAP Enterprise Support Academy program.
Offered at no additional cost as part of SAP Enterprise
Support, the academy is a comprehensive and
effective enablement program, offering a wide
range of services and educational content such as:
Best-practices guides
Guided self-services
Expert-guided implementation sessions
Meet-the-expert sessions
Quick IQ tutorials
Accelerated-innovation enablement sessions
Use SAP Enterprise Support Academy for your
business advantage. You can also accelerate
innovation throughout the organization and foster
collaboration between IT and the business.
For more information, please visit us at
https://support.sap.com/esacademy
(s-user login required).
2015 SAP SE or an SAP affiliate company. All rights reserved.
INNOVATION AND VALUE REALIZATION
SAP Enterprise Support is designed to help you
unlock the business value of existing investments
in a way that makes it easier for you to introduce
new innovations in a swift manner. The following
includes just some of the tools, reports, and services
we provide to help you accelerate innovation and
maximize value.
SAP Enterprise Support Opportunity Report
The SAP Enterprise Support opportunity report is
a custom report, tailored to your specific industry,
that uses benchmark comparisons to show how
you perform against industry peers. Providing a
360-degree view of your SAP business applications,
this report identifies opportunities for improvement
with actionable recommendations for decision
makers. What you get is a deep understanding of
the value to be had from the tools, services, and
best practices available as part of SAP Enterprise
Support. This is all in the specific context of what
works best for you and your organization. On the
basis of this understanding, you can move forward
with confidence to improve performance, adopt
innovative new solutions and technology, and
achieve your business objectives. More information
can be found at www.sapsupport.info/eso.
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SAP Solution Manager
If you are running your software landscape on
premise or in a hybrid environment, SAP Solution
Manager plays a critical role in your innovation
initiatives by helping you streamline operations
and free up time and resources to focus on more
strategic-level activities.
As the standard platform for application lifecycle
management in your environment, SAP Solution
Manager helps you manage solutions with both
SAP and non-SAP applications across your entire
environment. You can plan and build solutions
quickly, run them productively, and deploy im-
provements continuously. On top of this, IT service
management and root cause analysis help ease
incident and problem management as well as IT
service delivery.
Additionally, SAP Solution Manager facilitates
efficient collaboration between your company,
the SAP support organization, and partners
helping optimize the value of your support
engagement. Ultimately, youre able to improve
business continuity, reduce the cost of operations,
accelerate project timelines, and achieve
transparency across your IT environment.
2015 SAP SE or an SAP affiliate company. All rights reserved.
SAP Enterprise Support Value Maps
Available through SAP Enterprise Support Academy,
SAP Enterprise Support value maps can best be
thought of as a navigation system. The value maps
help you quickly identify the relevant services, tools,
and expertise from SAP Enterprise Support for
your business needs.
Combining simplicity and expertise on demand,
these value maps provide you with information
about what it takes to benefit from SAP Enterprise
Support services in terms of time, resources, and
skills. They also help you make educated decisions
on where to invest and who to reach out to for
assistance.
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In addition, you get access to a value-map collaboration
space through the SAP Jam social collaboration
platform, where you can find each IT topic presented
in simple and clear terms. This allows you to socialize
your work, connecting and collaborating with peers
and SAP support engineers with whom you can
exchange best-practice questions and get the
guidance you need to move forward quickly. All of
this adds up to greater efficiency, less risk, and the
ability to innovate at the pace thats right for you and
your business. Access and more information can
be found at https://support.sap.com/esacademy
(s-user login required).
2015 SAP SE or an SAP affiliate company. All rights reserved.
Simple Benefits With Tremendous Value
SAP Enterprise Support just keeps getting better for
SAP customers like you. With decades of experience
and hundreds of thousands of customers worldwide,
weve learned quite a bit about what you need to
thrive in todays changing world. Whether youre
operating on premise, in the cloud, or in a hybrid
context, the tools and services we deliver through
SAP Enterprise Support are there for a reason
because they help you run your business more
simply with tangible benefits. These include:
Faster time to value Accelerate the time it
takes to realize ROI from your IT investments,
and parlay that value to realize your business
strategy
Improved business continuity Maximize
business availability, boost performance, and
reduce the risk of business disruption
Continuous business improvement Achieve
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your goal to run better every day and continuously
demonstrate the value of IT to the business
Greater innovation agility Move quickly to
seize the opportunities you see in the market,
and move forward with your innovation agenda
without delay
Lower total cost of IT Streamline IT operations
to drive down costs and focus your IT resources
on more value-added activities
FIND OUT MORE
To learn more about how SAP Enterprise Support
can help you reduce complexity and run your
business more simply with proactive support for
on-premise, cloud, and hybrid environments, call
your SAP representative today or visit us online
at www.sapsupport.info/enterprisesupport or
https://support.sap.com/enterprisesupport
(s-user login required).
2015 SAP SE or an SAP affiliate company. All rights reserved.
 Studio SAP | 38770enUS (15/08) 2015 SAP SE or an SAP affiliate company. All rights reserved.

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 2015 SAP SE or an SAP affiliate company. All rights reserved.

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