Support Enablement Program

SAP PartnerEdge is program for SAP channel partners that focused on small and midsize enterprise (SME) segment.

Value Adder Reseller (VAR) is channel partner of SAP.

SAP Solution Manager is a platform that provides integrated tools, contens, and metodologies that you need to implement, support, operate and monitor your enterprise's solutions from SAP.

SAP Solution Manager Service Desk is SAP tool to manage incidents efficiently across the customer business unit, customer IT, SAP and SAP partners.

Partner Service Advicer (PSA) is your single point of contact for accessing all the components of this program.

On The Job Enablemet is a subset of this program. It is set of Q&A sessions and hands-on sessions offered you exclusively with this program.

Go Live Date is date your customer's SAP installation goes into productions.

Support Enablement and Certification Program objectives: Enable SAP Business All-In-One partners to diliver support to SME space. Accelerate the ramp-up phase of these partners in support tasks. Activly manage quality of partner readiness in the support area on SAP Business All-In-One. Maximize the adoption of SAP Solution Manager in the SME space throgh all partners. Romote assistance during ramp-up phase called "On The Job Enablement".

Why is SAP providing this program? To strenhgten your support expertize on SAP Business All-In-One products. To provide you accelerated and cost optimized enablement curriculum, which enables you to deliver first-rate customer support.

PSA guiding principles: Simplify Partner-Demand Drive Transparency Productivity and Quality

Partner Service Advisor: Act as your trusted advisor inside SAP and provides you with a technical enablement and operation support. Completes existing SAP Channel resources and develops your individual service plan in alignment with your Channel Development Manager.

Support Enablement and Certification Program scope:There are different Learning Maps and Enablement Sessions for employees in VAR's support team depending on functional areas: Incident Management and Mission Critical Support Global Support Backbone incl. SAP Solution Manager Support Coordinator Service delivery

SAP Business All-In-One Partner Enablement - program for service and support.

Support Enablement Program Components:1. E-learning2. Enablement sessions3. SAP Education web-based trainig4. SAP Education class room5. On-demand expert sessions6. Web assessment7. Certification8. Training-On-The-Job@SAP9. Documentation10. Service

SAP Service Marketplace Overview

SAP Service Marketplace is SAP extranet platform for customers and partners that enables full collaboration with SAP Segmented into specific portals teilored to our particular needs Provide one-step access to informations, servises, software and consalting Helps us throught evaluation, implementation and operation with our SAP solution.

www. service. sap.com

Benefits of SAP Service Marketplace: Full access any time, any where Up-to date information Information personalization Pro-active notification services Single Sign-On access User-frendly / intuitive navigation

SAP Support Portal supports your SAP solution throughout its entire life cycle support ranges from safeguarding our imeplementation project, trought solving messages and providing services, to optimizing the way you operate your solution.

Benefits of SAP Support Portal: Centralized access to all support informations, applications and processes that are needed to optimaly run the SAP solution. Tailored support for system administrators, support employees and project leads. Quick acces to all key informations and tools. Integration of system data in the support applications. Efficient support processes. Up-to date service information.

www. service. sap.com/support

SAP Support Portal newsletter provides timely information specialy tailored to your needs sends you latest information on the topics of your choice: Spotlight News My Inbox News News for Administrators SAP HotNews / SAP TopNews Work Items Info Subscriptions

Remote Access to Customer's System Landscape

SAP offers customers access to remote support and to large number of support services delivered remotely in the customer system. Services delivered remotely have one major advantage: they are available stright away.

In addition SAP offers to its VAR partners to use the same remote support infrastructure for their customers.

VAR customers need to connect to SAP Support Backbone. http://service.sap.com/access-support

VAR partners don't need to logon to SAP Support Backbone, they can use many remote functions via partner's SAP Solution Manager.

Remote access - how to use:1. Processor works with incidents within SAP Solution Manager Action Customer Conection via SAP Service Backbone.2. Partner connects to SAP Service Backbone and can view open service connection.3. Partner selects connection type - connection with customer is established.

SAP Solution Manager Scenarios

SAP Solution ManagerImplementation Implementation of SAP solutions: SAP methods and tools Global rollout Customizing sync. E-learning mgmt. Test management Upgrade of SAP solutions: SAP methods and tools E-learning management Test managementOptimization Change request management: Follows ITIL standards Maintenance processes Delivery of SAP services: Onsite/remote delevery Issue managementOprerations Root cause analysis Safe remote access Performance measurement Logs and dumps Traces Technical configuration Service desk Best Practices for messaging Integration of 3rd-party help desks Solution monitoring System monitoring Business process monitoring Central system administration Solution reporting Service level reporting SAP EarlyWatch Alert

E-learning management Create learning units Edit learning content Collect, categorize and store content Deploy learning content to users Re-use content Update existing material

SAP Solution Manager ensures: Transparency Efficiency Flexibility Control

SAP Solution Manager Enterprice Edition for VAR's

SAP Solution manger Enterprice Edition is required for SAP Enterprice Support and enhances SAP Solution Manager with functions tailored for thease engagements and related services. The edition offers a holistic and integrated quality management process for the entire end-to-end solution lifecycle across all technology stacks and the complite application lifecycle. The application management solution falicitates support for distributed systems with functionality that covers all key aspects of solution deployment, operation and continuous improvement.

Reduses risk and lowers TCO with through standardized and integrated E2E solution operations. Optimizes business benefits through comprehensive and intergrated qality management process. Leverages built-in innovation by making innovation a non-event and protecting existing investments

Summary: Protects investment while stimulating innovation Enables integrated solution lifecycle management Leverages industry-leading standards for operations Provides consistent quality management process across all technology stacks & code bases, for entire SAP platform Supports mission-critical operations Manages the fast pace of innovation & intergation and the total cost of operation for customers.

SAP Enterprise Support - Mission Critical Support

SAP Enterprice Support - menages innovations and integration in SAP solution landscapes.

Mission critical operations support: Every customer has mission critical apllications along with integration needs. Landscapes becomes more complex the larger and more integrated they are. SAP provides mission critical support operations support to address this growth in size or complexity. Results are optimized availability and performance, and reduced problem management efforts.

SAP offers partners - for enterprise support solution exclusively - Service Level Agreenment (SLA) on Initial reaction time - 7x24 - 1 hour Corrective action - 7x24 - 4 hoursThe SLA applies to all incidents that SAP accepts as priority 1 (very high) and which fullfil the prerequisites described below. The incident is caused by the following circumstances: Complete system outage Malfunctions of central software in the end uder production client Top-issues

Details for "SLA for Corrective Action": SAP provide a solution, workaround or action plan for issue for specified time frame (4 hours). The SLA Corrective Action only refers to the part of processing time, when the incident is been processed at SAP (Processing Time). Processing Time not include the time when is incident on the status "Partner Action", "Customer Action"or "SAP Proposed solution".

SAP EarlyWatch Alert: Identifies potential problems at an early stage, e.g. configuration or performance problem: Prevents bottlenek - react to issues such is bottleneck before they become critical- know what is affecting performance and stability of your solutions Monitors following regularly and automatically:- the performance of SAP system- essential administrative areas of SAP systems- greatly minimize the risk of downtime The value of SAP EarlyWatch Alert: Reduce TCO by knowing what is affecting the performance and availability of the end user solution The underlying concept is to ensure smoot operation of individual SAP systems by keeping you informed of their status and allowing you to take action before severe problem occur.