1. SAP Support Strategies and Services Gudrun Bernhard Partner Management, Active Global Support, SAP AG

2.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 2 Agenda Market Challenges and SAP‘s Support Strategy SAP‘s Oracle Support SAP Support Services SAP Active Global Support - Organisation

3.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 3 Agenda Market Challenges and SAP‘s Support Strategy SAP‘s Oracle Support SAP Support Services SAP Active Global Support - Organisation

4.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 4 What Do We Bring to the Table... Is a global organization with over 2000 employees in over 40 countries backed up by more than 6,000 developers Supports 15,500 customers with over 20,000 active installations Delivers worldwide  Solutions for over 800,000 customer messages (2001)  Over 34,000 proactive service sessions (e.g. SAP GoingLive Check, SAP EarlyWatch Check, (2001)  500+ on-site services (e.g. Safeguarding and Optimization Services)  Service enabling training for large customers (Empowering Services) Develops methodologies, infrastructure and services for solution management and to audit the startup and continuous improvement of operations Develops and delivers training and knowledge transfer SAP Active Global Support...

5.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 5 SAP Global Support Centers Asia / Pacific Europe / Africa Americas FR UK Nor NL BE US IR IT BRA ES CIS PL CZ CH AT Asia ANZ J J MEX AG COE LA

6.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 6 Primary Support Key Account Support Message solving / Message owning Remote service delivery On-site services such as: Solution Management Assessment Solution Management Optimization Conversions Upgrade services Customer support desk enabling Installed Base Development (IBD) Product Support (CoE‘s) Interface to development Enabling of support organization through service and training development Back-office support service delivery SAP Active Global Support – Lines of Business Support is more than message resolution – it’s long-term engagement Mission Critical Support System standstills De-escalations 24x7 support

7.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 7 Agenda Market Challenges and SAP‘s Support Strategy SAP‘s Oracle Support SAP Support Services SAP Active Global Support - Organisation

8.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 8 Where is our Customer Support Today? Understand and respond to customer needs Deliver complete solutions Best-in-class products and services Constant product innovation Manage with discipline and efficiency Support at lowest cost  How to improve efficiency, productivity and profitability ? How to increase business value ?  Customer Intimacy  Product Leadership  Operational Excellence

9.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 9 Consider…  Heterogeneous solutions Business processes  Global operations  New Technologies

10.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 10 Product Support  Customers provide a case for reproducing a product issue.  Software vendor analyzes the issue and provides a fix as "note", next support package or next release.  Reactive Product Support  Customers provide a case for reproducing a product issue.  Software vendor analyzes the issue and provides a fix as "note", next support package or next release.  Reactive Expectations of Solution Support Solution Support  Achieve performance targets  Achieve availability targets  Verify process improvements  Verify fixes  Verify data consistency  Achieve maintainability  Reduce operations costs  Be proactive and preventive Solution Support  Achieve performance targets  Achieve availability targets  Verify process improvements  Verify fixes  Verify data consistency  Achieve maintainability  Reduce operations costs  Be proactive and preventive  SAP AG 2002, Global Support for SAP Solutiort, U. Hommel 10/2002 10

11.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 11 Technical department focuses on... Consider Managing Core Business Processes Operations End to End Across Silos... WAN RAID disks / mirrored disks/ network backup LAN Presentation Application Data storage Database server Application server Business department focuses on transactions... A user enters a sales order A shipping document is printed, goods issue is initiated, and goods are delivered Sales Order Entry (VA01) Delivery Note (VL02) Change Delivery Note Goods Issue Create Invoice Max. 20 seconds Express order Telesales: average response time < 1 second Max. 10,000 orders per hour with 3 line items on average External warehouse Management System Goods issue and invoice Example: SD Order Processing Process- oriented operations missing

12.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 12... and Multiple Major Changes Major changes, such as upgrades and rollouts TCO GoLive Technical Optimization Operation Optimzation Business Consulting Solution Implementation Implementation Continuous Improvement t and Business Benefit PROTECT YOUR INVESTMENT, TIME TO BENEFIT, MANAGE RISK

13.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 13 Agenda Market Challenges and SAP‘s Support Strategy SAP‘s Oracle Support SAP Support Services SAP Active Global Support - Organisation

14.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 14 Best Support You Can Get Safeguarding Manages technical risk and ensures technical robustness of the solution Customer Empowering Solution Management Optimization Empower customers with the core competencies needed to operate and maintain SAP-centric solutions Ensures that your mySAP.com solution works to its maximum potential at all times Discovery & Evaluation Discovery & Evaluation Implementation Operations & Continuous Improvement

15. ... new Maintenance Strategy, Premium Support, Solution Support and Safeguarding for Upgrades We help you to improve ROI with...

16.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 16 For the Maintenance Fee, Customers get... Implementation, Operations, Software Change Management Continuous Improvement Mission Critical Support Proactive Services (SAP EarlyWatch Check and SAP GoingLive Checks) SAP Software Updates (New Releases, HR Legal Changes) Global 24x7 Message Solving for Priority „very high“ Global 24x7 Escalation procedures Customer Issues (knowledge database, tools, corrections, message solving by SAP) Customer Development and Modification Integration Tools & Workflow Engines Testing Tools Operations Tools (User Adminstration & Job Scheduling System, Backup and Recovery Tools, SAP DBA) Access to SAP Community (SAP Service Marketplace) Software Change Management Monitoring for Systems and Core Business Processes Implementation Methodologies (ASAP, GASAP, IMG) Business Process Automation

17.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 17 ServiceLevel* Service Level Agreement Safeguarding for up to 2 mission critical projects, Named contact located in one of SAP's Active Global Support offices Back office support for customers using our Self-Services Price: + 3% of contract value, minimum $ 450,000 * Service Level Agreements, on-site support, named contacts, backoffice support and extended maintance are only available with a MaxAttention contract MaxAttention™ Premium Support Offering: MaxAttention ServiceLevel and OnSite SAP Standard Support = Standard Maintenance (17%) OnSite* MaxAttention ServiceLevel > 2 full time consultants on-site Price: + 3% of contract value

18.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 18 Customized Offerings Solution Support Services MaxAttention Customer specific upgrade Extended maintenance (time per release) Support Advocate / SAMs SAP Standard Support Includes remote versions of SAP GoingLive Check, SAP GoingLive Functional Upgrade Check, SAP OS/DB Migration Check, and SAP EarlyWatch Check, SAP EarlyWatch Alert, SAP Solution Manager, Service & Support Technology, Message Solving,... SAP Active Global Support – Solution Support Services SAP Solution Management Optimization SAP SQL Statement Optimization SAP Customer Program Optimization SAP Business Process Performance Optimization SAP Storage Subsystem Optimization SAP Remote Performance Optimization (remote) SAP Business Process Management SAP Interface Management SAP System Administration SAP Data Management Safeguarding On-site Safeguarding for Implementation On-site Safeguarding for Technical Implementation SAP Solution Management Assessment SAP GoingLive Check SAP GoingLive Functional Upgrade Check SAP Upgrade Weekend Support SAP OS/DB Migration Check SAP EarlyWatch Check Empowering SAP Operations Competence Assessment SAP Operations Competence Empowering Workshops at customer-site Training for usage of SAP self- service tools Services to support the implementation of SAP Solution Manager SAP Online Knowledge Products Prize List Offerings remote

19.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 19 SAP Solution Manager and SAP Service Marketplace as the Collaborative Service Delivery Framework SCM CUS FVS 4.6C PLM 3.1I CRM 4.6C Solution 2 Solution 1 Support Messages Solution 3 3.1I* 4.6C CRM 4.6C Siebel CUS Agents RFC Connections SAP EarlyWatch Alert data transfer SAP Service Marktplace SAP Solution Manager

20.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 20... a genuine partner and advocate for your business – today, and in the future  Our Key Focus is... End-to-end support for end-to-end solutions Lower cost of operations Collaboration and Empowerment Proactive, continuous engagement Availability – anywhere, anytime Benefit focused collaboration SAP Active Global Support is...

21.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 21 Agenda Market Challenges and SAP‘s Support Strategy SAP‘s Oracle Support SAP Support Services SAP Active Global Support - Organisation

22.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 22 Asia / Pacific Europe / Africa Americas Global Support Organization – Mission Critical Support AU JP US SG US AG

23.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 23 The message solving process Automatic routing Product Support Mission Critical Support Primary Support Center Remote Consulting Solution SAP: 1 2 3 Customer: Message Partner Support Depending on: region priority timezone component

24.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 24 Support Collaboration SAP – Oracle Support n Streamlined and efficient problem resolution n Effective escalation processes n Proven Mission Critical collaboration n Increased quality of resolution n Feedback reg. Mission Critical Customers Increase customer satisfaction Availability of the whole solution Joint Customers

25.  SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 25  Additional Information http://www.service.sap.com/support More Information