Speaker’s Name, SAP Month 00, 2017 SAP Preferred Care, On-Premise Edition Enhancing the Foundation Speaker’s Name, SAP Month 00, 2017

Every company needs to think about Digital Transformation NEW TRENDS VISION NEW TECHNOLOGIES reimagine RE-IMAGINE EVERYTHING The roadmap to relevance is to reimagine business and proactively evolve before new digital competitors emerge NEW BUSINESS MODELS Digital core Re-imagine your business and respond to change thru innovation NEW VALUE SOURCES NEW MARKETS

Every company needs to think about Digital Transformation NEW TRENDS ENSURE BUSINESS CONTINUITY NEW TECHNOLOGIES NEW BUSINESS MODELS Digital core Re-imagine your business and respond to change thru innovation Businesses can only create value if they are up-and-running. IT has to mitigate risks of business disruptions and to make sure that critical incidents are resolved as fast as possible. NEW VALUE SOURCES NEW MARKETS

Every company needs to think about Digital Transformation NEW TRENDS This new support offering addresses strong customer need for enhanced service level agreements, additional services, and a dedicated SAP contact person. NEW TECHNOLOGIES SAP Preferred Care on-premise edition for SAP Enterprise Support NEW BUSINESS MODELS Digital core Re-imagine your business and respond to change thru innovation ENHANCED SUPPORT NEW VALUE SOURCES NEW MARKETS

SAP Preferred Care, On-Premise Edition Bringing the best of two worlds together (Cloud and On Premise) SAP Preferred Care Bringing the best of two worlds together combining our expertise from on-premise and cloud support. SAP MaxAttention SAP ActiveEmbedded PREMIUM ENGAGEMENT SAP Preferred Care ENHANCING THE FOUNDATION + SAP Enterprise Support SUPPORT FOUNDATION Cloud On Premise

Key elements of innovative support… Support Should Be Much More Than a Help Desk Support should be an enabler to help you meet your company goals Key elements of innovative support… Get relief from critical situations through round-the-clock production-down support Quickly identify and resolve issues Higher reliability Mission Critical Support Rely on business continuity Innovation & Value Realization Collaboration Empowerment Engage with experts Empower your people Realize value and innovate faster Benefit from a proactive engagement to run at peak performance Get advice on how to best use available resources and avoid unnecessary efforts Access support experts when needed to help ensure positive business outcomes Build the skills that build value to increase IT efficiency Reduce operational costs Focus more of your energies on business innovations Unlock the business value of existing investments Introduce new innovations in a swift manner that helps minimize risk At SAP, our job is to not only bring the best combination of breakthrough technology innovations together. It is also to help you unlock the potential and realize the full value of your solutions with best in class customer support. We believe that support should be much more than a help desk clearing tickets on a 24x7 basis. Support should enable you to meet your company goals. Innovative support should help you minimize the risk of business disruptions so you can rely on increased business continuity. Innovative support should help your people to build up the know-how they need to run your organization at peak efficiency, to reduce operational costs, and to move forward with the innovations that drive better performance. Innovative support should enable you to collaborate with experts giving you additional advice whenever needed, addressing your needs proactively, and helping ensure positive business outcome. Innovative support should enable you to unlock the business value of existing investments and to introduce new innovations in a swift manner to maximize your success.

SAP Preferred Care, On-Premise Edition for SAP Enterprise Support Enhancing the foundation Customer Success Manager Provides enhanced incident management and orchestrates incident handling Product Engineer Access Remote SAP support engineer for a specific production system application component SAP Delivered Support Services Optimized implementation and operations through additional SAP-delivered remote services Enhanced Service Level Agreement Prioritized response for all incidents & enhanced corrective action for P1 & P2 ENHANCING THE FOUNDATION + 1 %* + + + + Remote help via the SAP Enterprise Support advisory Self service enablement through the SAP Enterprise Support Academy Continuous Quality Checks Service Level Agreement 22 % Maintenance Fee Collaboration Empowerment Innovation & Value Realization Mission Critical Support SUPPORT FOUNDATION SAP EarlyWatch Alert Enhancement packages SAP Enterprise Support value maps New software releases Legal changes … Support packages OS / database technology updates SAP Enterprise Support * SAP Preferred Care engagement starts at 100,000 € P1–4 = Priority 1-4; EIM = Enhanced Incident Management IRT = Initial Response Time

SAP Preferred Care – Enhancing the Foundation Harmonization Efficiency + + + + Business Continuity Best of two worlds Additional resources Faster corrective action Enhanced scope Maximum protection for your business SAP Preferred Care, on-premise edition for SAP Enterprise Support addresses the strong customer need for enhanced service level agreements, additional services, and a dedicated SAP contact person.

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Customer Success Manager Designated Customer Success Manager (remote delivery) Provides technical, best practices, and operational excellence Regular checkpoint meetings on request (remote) Designed to empower you so that you can optimize your SAP support Provides enhanced incident management by ensuring that all information is available for a faster corrective action Optimizes support incident handling (Priority 2+3+4) Prioritizes issues and action plans Identifies pain points and support process improvement opportunities Reduced incident escalation through proactive approach Reduced financial impact in respect to support issues + Enhanced Incident Management driven by the Customer Success Manager Collaboration

The Resources for Your Success – ESA / CSM / TQM * SAP Preferred Care, on premise editions + Enhancing and supporting the ESA Enhanced incident handling so your TQM can focus on optimization Customer Success Manager (CSM) Enhanced reactive support Proactive support Strategic support Provides technical, best practices, and operational excellence Regular checkpoint meetings on request (remote) Designed to empower you so that you can optimize your SAP support Provides enhanced incident management by ensuring that all information is available for a faster issue resolution Optimizes support message processing (Priority 2+3) Prioritizes issues and action plans Identifies pain points and support process improvement opportunities Reduced incident escalation through proactive approach Reduced financial impact in respect to support issues Internal info: Up skilling and guidelines to be rolled-out soon… Customer Technical Quality Manager (TQM) SAP Enterprise Support SAP MaxAttention SAP ActiveEmbedded *) ESA = SAP Enterprise Support advisory; CSM = customer success manager; TQM = technical quality manager

Product Engineer Access SAP provides access to a designated product support engineer* to help you ensure long term sustainability and minimized total cost of ownership for your solution. Benefits Get coaching to help build knowledge within your chosen SAP solution or technical component Build expertise on determining solutions, applying best practices, and finding workarounds for product issues Operate and maintain your SAP solution more efficiently due to increased product knowledge Access Access to a named product engineer for your selected SAP solution or technical component in a mutually agreed time zone Engineer A designated product support engineer for your selected SAP solution or technical component to help you to optimize your solution Empowerment * See SAP Note 2255336 for more information

Proactive Checks Proposed by SAP SAP Delivered Support Services Optimization of implementation and operations SAP EarlyWatch Check SAP Going Live Check SAP Going Live Functional Upgrade Check SAP OS/DB Migration Check SAP Remote Performance Optimization SAP Security Optimization SAP Upgrade Weekend Support (one remote service per installation per year) Additional checks and services might be added to the portfolio… Innovation & Value Realization

SAP Enterprise Support SAP Preferred Care (On Premise) Enhanced Service Level Agreement (SLA) PRIO SAP Enterprise Support SAP Preferred Care (On Premise) Initial response time 1 1 hr (RT) 2 4 hrs (OH) 2 hrs (RT) 3 n/a 4 8 hrs (OH) Benefits Service level agreement on initial response time and corrective action Accelerated corrective action for productive system incidents and top issues* Minimize business disruption and unforeseen downtime Help to reduce financial impact of support issues PRIO SLA on corrective action 1 4 hrs (RT) 2 n/a 3 BD 3 4 Mission Critical Support RT= Real Time OH= Office Hours PD= Product Defect BD= Business Day *) Situations which may endanger the go-live of a pre-productive system or have a significant business impact on your core productive system.