Choose the Right SAP Support Option

SAP Enterprise Support vs. SAP Standard Support
© 2012 SAP AG. All rights reserved. Version 1.0, August 2012 2
Choose the Right SAP Support Option – Page 1/2
SAP Enterprise Support is the primary offering & best choice for our clients

SAP Enterprise
Support
SAP Standard
Support
Innovation & Continuous Improvement: Update, enhance, and secure your systems
New software releases & SAP enhancement packages
 
Support packages
 
Technology updates
 
Legal changes
 
Access to ABAP source code
 
Preconfigured test cases, templates, and tools
 
Advanced support for latest SAP innovations


Access to accelerated innovation enablement services


SAP modification justification check & SAP custom code maintainability check


Extended Maintenance included (for SAP R/3 4.6c, SAP R/3 4.7, SAP ERP 2004)*


Mission Critical Support: Get fast relief in critical situations to ensure business continuity
Message processing
 
24x7 access to support advisory center


24x7 root cause analysis & production down support


Service Level Agreement incl. corrective action fro prio1 messages


Custom code support, e.g. problem resolution fro prio1 messages


* Status as of August 2012
© 2012 SAP AG. All rights reserved. Version 1.0, August 2012 3
Choose the Right SAP Support Option – Page 2/2
SAP Enterprise Support is the primary offering & best choice for our clients

SAP Enterprise
Support
SAP Standard
Support
Preventive Support: Reduce technical risks and receive insights on optimization potentials
Access to core support content in SAP Service Marketplace, incl. SAP Notes assistant
 
Continuous system monitoring via the SAP EarlyWatch Alert
 
Basic proactive remote services, e.g. SAP EarlyWatch / GoingLive / OS-DB Migration Check
 
Advanced proactive remote services, incl. a large number of optimization services

Numerous continuous quality checks, e.g. for implementation, security optimization, upgrade

Support for CCoE which drives transparency and integrated quality management for resolution
of critical challenges across SAP solution operations

Customer specific SAP Enterprise Support report

End-to-End Application Lifecycle Management: Manage SAP and non-SAP solutions
Core SAP Solution Manager functionality for supporting SAP delivered solutions
 
SAP Solution Manager incl. application lifecycle management and IT service management for
the entire customer solution, incl. SAP and non-SAP solutions


SAP Solution Manager enablement & training capabilities, e.g. expert guided implementations


Two free licenses of HP Quick Test Professional 11 for test management


Knowledge Transfer: Get enabled in a fast and easy to consume way
Self-service via SAP Service Marketplace, SAP Support Portal, SCN, etc.
 
Innovative enablement via SAP Enterprise Support Academy, incl. SAP expert engagement


Access to best practices and guided self-services

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