SAP Enterprise Support, cloud edition for SuccessFactors solutions Public SAP Enterprise Support, cloud edition for SuccessFactors solutions Speaker’s Name/Department (delete if not needed) April 15, 2015 Hello everyone and welcome to today’s overview session about SAP Enterprise Support. My name is _____ , I am part of _____. During this session I will explain to you why SAP Enterprise Support is the unprecedented support offering across all deployment scenarios - regardless of whether you use on-premise SAP solutions, the SAP Cloud portfolio, or a hybrid mix of the two.

SAP Enterprise Support Proactivity from day one complementing first class issue resolution Proactive and Preventive SAP Enterprise Support Proactive and preventive support from day one covering the complete lifecycle 24x7 production down support based on service level agreements Smooth integration of cloud solutions and end-to-end supportability of hybrid landscapes Faster time-to-value and accelerated adoption of innovations with minimal business disruption Automation capabilities of SAP Solution Manager for on-premise and hybrid scenarios Built-in SAP ONE Support capabilities: Consistent and meaningful support experience across deployment options Mission Critical Support Innovate Better Empowerment Operate Better Integrate Better Collaboration On-Premise Hybrid Innovation & Value Realization Customer Leverage Better Implement Better Cloud

SAP Enterprise Support, cloud editions SAP Enterprise Support, cloud editions Substantial commitment from SAP for reliability, innovation, and value realization Built-in SAP ONE Support capabilities SAP Enterprise Support Higher reliability of business processes and applications Proactive measures to prevent business disruptions from occurring and 24x7 mission-critical support with best-in-class service-level agreements that gets you the attention you need at the speed you expect SAP Enterprise Support, cloud editions Capabilities to quickly adopt to changing business requirements Best practices, knowledge, and skills to quickly adopt SAP solutions in your organization, on top of guidance on innovation opportunities – delivered by the SAP Enterprise Support Academy Efficiency from personalized collaboration with SAP Optimized cloud usage experience through direct access to the SAP Enterprise Support advisory team and platforms for social business collaboration SAP Enterprise Support for Cloud is a substantial commitment from SAP for reliability, innovation, and value realization. Customers gain: Higher reliability of business processes and applications Proactive measures to prevent business disruptions from occurring and 24x7 mission-critical support with best-in-class service-level agreements that gets you the attention you need at the speed you expect Capabilities to quickly adopt to changing business requirements Best practices, knowledge, and skills to quickly adopt SAP solutions in your organization, on top of guidance on innovation opportunities – delivered by the SAP Enterprise Support Academy Efficiency from personalized collaboration with SAP Optimized cloud usage experience through direct access to SAP support experts and platforms for social business collaboration Better business outcomes from your SAP Cloud services Tools and proactive services that help in identifying and realizing business value when using SAP cloud services Better business outcomes from your SAP Cloud services Tools and proactive services that help in identifying and realizing business value when using SAP cloud services

SAP Enterprise Support, cloud edition for SuccessFactors solutions SAP Enterprise Support, cloud edition for SuccessFactors solutions Included in the subscription fees for SuccessFactors’ Hosted Services SAP Enterprise Support Cloud SAP Enterprise Support, cloud edition for SuccessFactors solutions Mission Critical Support Global 24x7 root cause analysis and coordinated escalation procedures SLAs on initial response time, corrective action, and system cloud application availability Empowerment SAP Enterprise Support Academy with innovative learning assets Meet-the-expert webinars, e.g. “Value and Innovation in Practice” sessions Collaboration Community, portal, chat, and phone support channels Access to SAP Support Advisory expert pool Platform for social business collaboration SAP Enterprise Support report Application monitoring for availability and performance Innovation & Value Realization General release notes and product roadmap webinars Business scenario recommendations QA services & integration advice Proactive detection of risks before they become problems and impact the business Built-in SAP ONE Support capabilities to manage hybrid software landscapes more successfully For more information please refer to http://www.sap.com/corporate-en/about/our-company/policies/cloud/cloud-customer-support.html

Delivering ONE Customer Support Experience With SAP Enterprise Support for SAP On-Premise Solutions and SAP Enterprise Support, cloud editions Proactive and Preventive SAP Enterprise Support Mission Critical Support Innovate Better Empowerment Operate Better Integrate Better Collaboration On-Premise Hybrid Innovation & Value Realization Customer Leverage Better Implement Better Cloud SAP On-Premise Solutions SAP S/4HANA (cloud edition) SF Cloud Solutions SAP Business ByDesign … SAP ByD

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