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SAP Standard Support

Scope Description for Direct SAP CustomersThis document describes the general scope of services provided under the SAP Standard

Support agreement.

Please acknowledge that this is a general document provided for informational purposes

only. While it is based on the content of the service description of the current SAP Standard

Support agreement template, meaning your agreement version m ight be different due to

local requirements in your country, as well as the date when you entered into the

agreement. Your SAP Standard Support agreement contains the complete s tatement of 

legal terms and conditions relating to SAP Standard Support services. Please contact your 

account executive if you have any questions about your SAP Standard Support agreement.

Please be aware that failure to utilize and comply with the provisions of SAP Standard

Support provided by SAP may prevent SAP from being able to identify and ass ist in the

correction of potential problems .

Please note that "Customer" as used in this document may have the same meaning as

"Licensee" in the SAP Standard Support agreement.

Content

1 Scope of SAP Standard Support

Continuous Improvement and Innovation

Message Handling

Remote Services

SAP Solution Manager Enterprise Edition under SAP Standard Support

Other Com ponents, Methodologies , Content and Community Participation

2 Customer s Responsibilities

2.1 SAP Standard Support Program Management

2.2 Other Requirements

3 Customer Center of Expertise

3.1 Customer COE Certification

4 Release and Maintenance Strategy for SAP Software; Third-Party Software

1 Scope of SAP Standard Support

SAP Standard Support currently includes:

Continuous Improvement and Innovation

n New software releases of the licensed Standard Support Solutions, as well as tools

and procedures for upgrades.

Standard Support Solutions shall mean all software licensed by Customer under the

respective SAP software license agreement and covered by the SAP Standard Support

agreement.

n Support packages - correction packages to reduce the effort of implem enting single

corrections. Support packages may also contain corrections to adapt existing

functionality to changed legal and regulatory requirements.

n For releases of the SAP Business Suite 7 core applications (s tarting with SAP ERP 6.0

and with releases of SAP CRM 7.0, SAP SCM 7.0, SAP SRM 7.0 and SAP PLM 7.0

shipped in 2008), SAP may provide enhanced functionality and/or innovation through

 

Update

Current version published

2013-01-07

n Layout updated

Change History

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SAP Standard Support Scope

Description for direct SAP

customers (EN)

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n SAP Service Marketplace

n SAP Business Suite

n SAP Support Packages

n SAP Software Distribution

Center 

n SAP Release Strategy

n SAP Installations and

Upgrades

 

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http://service.sap.com/standardsupport.

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SAP Solution Manager Enterprise Edition under SAP Standard Support

n SAP Solution Manager Enterprise Edition (and any successor to SAP Solution

Manager Enterprise Edition provided under the SAP Standard Support agreement)

shall be subject to the respective SAP software license agreement and is for the

following purposes only under SAP Standard Support:

n Delivery of SAP Standard Support, including delivery and installation, upgrade

and maintenance of Standard Support Solutions and

n Re-active support upon reques t from Customer, including without limitation

application of break fixes (e.g. patches, notes, etc.) and root cause analysis for 

Standard Support Solutions.

n Management of Standard Support Solutions using only those scenarios which

are part of the functional baseline as defined on the SAP Service Marketplace at

http://service.sap.com/solutionmanager .

n SAP - in its s ole discretion - may update from time to time on the SAP Service Marketplace under 

http://service.sap.com/solutionmanager  the us e cases for SAP Solution Manager Enterprise Edition under SAP Standard

Support.

n SAP Solution Manager Enterprise Edition shall only be used during the term of the SAP Standard Support agreement by the

Named Users licensed by Customer subject to the licensed rights for the Software and exclusively for Customer´s SAP-

related support purposes in support of Customer´s internal business operations. The right to use any SAP Solution

Manager Enterprise Edition capabilities under SAP Standard Support other than those lis ted above is subject to a separate

written agreement with SAP, even if such capabilities are accessible through or related to SAP Solution Manager Enterprise

Edition.SAP Solution Manager must explicitly not be used for 3rd party applications not licensed via SAP or any other 

components or IT ass ets operated in conjunction with SAP software.

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Other Components, Methodologies, Content and Community Partici pation

n Monitoring components and agents for systems to moni tor available resources and

collect system s tatus information of the Standard Support Solutions (e.g. SAP

EarlyWatch Alert).

n  Adminis trative integration of distributed systems through SAP Solution Manager 

Enterprise Edition for the purposes of SAP EarlyWatch Alert.

n Content and supplem entary tools des igned to help increase efficiency, which may

include implem entation methodologies and standard procedures, an Implem entation

Guide (IMG) and Business Configuration (BC) Sets.

n  Access to guidelines via the SAP Service Marketplace, which may include

implem entation and operations processes and content designed to help reduce costs and risks.

n Participation in SAP´s customer and partner community (via SAP Service Marketplace), which provides information about

best bus iness practices, service offerings, etc.

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2 Customer´s Responsibilities

2.1 SAP Standard Support Program Management

In order to receive SAP Standard Support, Customer s hall des ignate a quali fied English speaking contact within its SAP

Customer Center of Expertise ("Customer COE") (the "Contact Person") and shall provide contact details (in particular e-mail

address and telephone number) by means of which the Contact Person or the authorized representative of such Contact Person

can be contacted at any time. Customer´s Contact Person shall be Customer´s authorized representative empowered to make

 

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n SAP Solution Manager 

Enterprise Edition

n SAP Solution Manager 

Functional Baseline for 

SAP Standard Support

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n SAP Solution Manager 

Enterprise Edition

n SAP EarlyWatch Alert

n SAP Developer Network

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necess ary decisions for Customer or bring about such decision without undue delay.

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2.2 Other Requirements

Customer must further satisfy the following requirements:

n Continue to pay all Standard Support Fees in accordance with the respective SAP

software license agreement and the SAP Standard Support agreement.

n Otherwise fulfill its obligations under the respective SAP software license agreement

and the SAP Standard Support agreement.

n Provide and maintain remote access via a technical standard procedure as defined by

SAP and grant SAP all necessary authorizations, in particular for remote analysis of 

issues as part of mess age handling. Such remote access shall be granted without

restriction regarding the nationality of the SAP employee(s) who process support

messages or the country in which they are located. Customer acknowledges that

failure to grant access may lead to delays in message handling and the provision of 

corrections, or may render SAP unable to provide help in an efficient manner. The

necess ary software components mus t also be installed for support services. For more details, see SAP Note 91488.

n Establish and m aintain an SAP certified Customer COE meeting the requirements specified in the applicable SAP Standard

Support agreement.

n Have installed, configured and be using productively, an SAP Solution Manager Enterprise Edition Software system, with the

latest patch levels for Basis and the latest SAP Solution Manager Enterprise Edition support packages.

n  Activate SAP EarlyWatch Alert for the production systems and transm it data to Customer´s productive SAP Solution Manager 

Enterprise Edition system. See SAP Note 1257308 for information on s etting up this service.

n Establish a connection between Customer´s SAP Solution Manager Enterprise Edition installation and SAP and aconnection between the Standard Support Solutions and Cus tomer´s SAP Solution Manager Enterprise Edition ins tallation.

n Customer shall maintain the solution landscape and core business processes in Customer´s SAP Solution Manager 

Enterprise Edition system at least for the production systems and systems connected to the production systems . Customer 

shall document any implementation or upgrade projects in Cus tomer´s SAP Solution Manager Enterprise Edition system.

n To fully enable and activate the SAP Solution Manager Enterprise Edition, Customer shall adhere to the applicable

documentation.

n Customer agrees to maintain adequate and current records of all modifications and, if needed, promptly provide such

records to SAP.

n Submit all error messages via the then current SAP support infrastructure as m ade available by SAP from time to time via

updates, upgrades or add-ons.n Inform SAP without undue delay of any changes to Customer´s ins tallations and Named Users and all other information

relevant to the Standard Support Solutions.

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3 Customer Center of Expertise

3.1 Customer COE Certi ficati on

Customer must establish a certified Customer COE upon the later to occur of the following:

n Within twelve (12) months after the Effective Date or 

n Within s ix (6) months after Customer has started using at least one of the Standard

Support Solutions in live mode for normal business operations.

To obtain the then-current primary Customer COE certification or re-certification by SAP, the

 

Contact Person Name Postal Address Email Address Desk Telephone Number Mobile Telephone Number 

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n SAP Service Marketplace

n SAP Solution Manager 

Enterprise Edition

n Connect to SAP

n SAP EarlyWatch Alert

n SAP Note 91488

n SAP Note 1257308

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n Customer COE

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Customer COE undergoes an audit procedure. Detailed information on the initial certification and re-certification process and

conditions as well as information on the available certification levels is available in SAP Service Marketplace at

http://service.sap.com/coe.

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4 Release and Maintenance Strategy for SAP Software; Third-Party Software

n In the event SAP licens es third party software to Cus tomer under the respective SAP

software license agreement, SAP shall provide SAP Standard Support on such third

party software to the degree the applicable third party makes such support available to

SAP. Customer may be required to upgrade to more recent versions of its operating

systems and databases to receive SAP Standard Support. If the respective vendor 

offers an extension of support for its product, SAP may offer such extension of support

under a separate written agreement for an additional fee.

n SAP Standard Support is provided according to the current maintenance phases of SAP software releases as stated in

http://service.sap.com/releasestrategy .

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n SAP Release Strategy

n SAP Maintenance Strategy