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

2. 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

3. 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

4. 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

5. 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

6. 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.

7. 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

8. 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.

9. Thank you.
Contact information:
F name L name
Title
Address
Phone number
Partner logo

10. 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

11. 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

12. 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 for more information

13. 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

14. 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.