1. SAP Digital Business Services (DBS) June, 2017
Getting Started with SAP Enterprise Support
SAP S/4HANA Cloud
Hello and welcome to today’s session.
In this session I will explain to you how to best get started with SAP Enterprise Support.
My name is _____
During this presentation I will give you an overview of the key components of SAP Enterprise Support and will show you the best way to leverage them.
This session is a good starting point for new SAP customers or customers who are new to SAP Enterprise Support.
You will get a jump-start into the support topics with all the essential information and recommendations brought to you by the SAP Digital Business Services organization and you will learn how SAP Enterprise Support enables you to simplify operations, strengthen reliability, and speed time to value with the rapid adoption of innovation.
SAP Digital Business Services (DBS)
June, 2017
Version: 2.0 | Date: 20/06/2017

2. SAP Digital Business Services: Your partner to transform your business
345,000+ customers
190+ countries
8,000+ SAP support experts
With decades of experience and hundreds of thousands of customers worldwide, we are the perfect partner to help you transform to a digital enterprise.
15,000+ SAP developers (as backup)
Now, before looking into the details of the SAP Enterprise Support offering, let’s get to know the organization a little better which is providing our customers world-class support.
SAP Digital Business Services provides support for more than 310,000 customers in more than 190 countries. Imagine the number of end-users behind of all these customers.
SAP Digital Business Services is the single entity at SAP not only providing punctual services to customers, but also staying at their side along the way.
At SAP Digital Business Services it is all about the customer. SAP Digital Business Services is there to help in specific situations, as well as to provide guidance. With this, SAP Digital Business Services is the trusted advisor for our customers.
SAP Digital Business Services has been doing this since 1972 and is always committed to providing its customers the very best in support. Think about the expertise that this organization has been able to build up over that amount of time. It is easily understandable that SAP Digital Business Services knows what works and what does not, and our customers profit tremendously from this unique expertise.
Global organization
Local organization (54 countries)
24x7 availability

3. SAP Enterprise Support
SAP Enterprise Support: Customer success and rapid adoption of innovation
Collaboration
Innovation and Value Realization
Mission-Critical Support
Empowerment
SAP Enterprise Support
Proactive and preventive support
Across all deployment options
SAP’s core business has always been on-premise. That’s no secret. This is also where the SAP Enterprise Support offering has matured and today provides unprecedented customer experience.
Since in today’s world, more and more of our customers are also considering the usage of cloud solutions, they are also looking for help on their journey to the cloud…and here it is good to know that they can rely on SAP Enterprise Support.
Across all deployment scenarios, SAP Enterprise Support is the unified support offering, it provides proactive and preventive support from day one, covering the complete lifecycle. It enables smooth integration of cloud solutions and provides end-to-end supportability of hybrid landscapes. This is actually something that only SAP can provide and, or in other words, our competition does not offer.
SAP Enterprise Support will help you to drive faster time to value, ensures continuous business improvement and accelerates innovation agility. In consequence you will benefit from lower cost of IT.
The focus of SAP Enterprise Support is on four vital areas such as:
Collaboration
Empowerment
Innovation and value realization
Mission-critical support
Learn about the details of the four areas on the subsequent slides.
On-premise
Hybrid
Cloud

4. How to get started with SAP Enterprise Support?
Collaboration
Empowerment
Innovation & Value Realization
Mission Critical Support
CALL-1-SAP
Customer Interaction Center
SAP Enterprise Support Advisory
SAP Support Backbone
Collaboration
At SAP, we believe that collaboration is one of the keys to helping you maximize the value you derive from SAP Enterprise Support. This is why it is important for us to help you connect with SAP experts and other SAP customers – always with the goal of guiding your people to master the skills they need to help your organization thrive.
In this section we will go through topics like Call1SAP, Customer Interaction Center, SAP Enterprise Support Advisory, Customer Center of Expertise, SAP Support Backbone and System Data Maintenance.
More information can be found in the Getting Started with SAP Enterprise Support brochure (PDF)

5. GETTING STARTED with Collaboration CALL-1-SAP
2 ABC
3 DEF
+800 CALL-1-SAP
4 GHI
5 JKL
6 MNO *
Call our global toll-free telephone number for contacting SAP support - accessible in most countries through landline phones and some mobile providers
Access to service menu to select a specific product area you require
7 PQRS
Language
8 TUV
Repeat
9 WXYZ
At SAP, we believe that collaboration is one of the keys to helping you maximize the value you derive from SAP Enterprise Support. This is why it is important for us to help you connect with SAP experts and other SAP customers – always with the goal of guiding your people to master the skills they need to help your organization thrive
For contacting SAP Support, SAP is introducing an international universal free-phone number, giving you one single number to dial to reach all product areas in SAP support. SAP Support is available 24 hours a day, 7 days a week, 365 days a year.
When you dial the telephone-support number "CALL-1-SAP" you will have access to a service menu enabling you to select the specific SAP product area you require, giving you direct access to an SAP support representative.
0 +
Please start using this number today and enjoy an easier way to contact SAP support!

6. GETTING STARTED with Collaboration Customer Interaction Center
Provides 24x7 central point of contact for queries such as:
Questions and issues around s-user
SAP Support Portal navigation
Speeding up (acceleration) and escalation of SAP customer incidents
Entry channel to SAP Enterprise Support advisory center for mission critical support
Contact
SAP Support Portal:
Contact Us
Phone:
SAP Note CALL-1-SAP number
The central way to engage with SAP Digital Business Services is through the Customer Interaction Center, also known as CIC.
The Customer Interaction Center, is available 24 hours a day, 7 days a week, 365 days a year, and provides a central point of contact for assistance with nontechnical queries. Moreover, it is important to mention that if you would like to know the status of a support incident, the CIC is the right channel to address this request. The Customer Interaction Center also acts as a key entry point to the SAP Enterprise Support advisory center.
You can contact the CIC by telephone or by . Telephone numbers and Addresses can be found in the SAP Support Portal under the quicklink /contactus.
In the information box on the right side of each slide you will find direct links to the relevant locations in SAP Support Portal.
The purpose behind this is that you use this presentation as your central guide and after this session you can easily access the information from the information box. You will notice these boxes being shown on numerous slides in today’s presentation. In this example you find details on how to best contact the Customer Interaction Center.
Customer
Customer Interaction Center
SAP Enterprise Support Advisory

7. GETTING STARTED with Collaboration SAP Enterprise Support Advisory
A team of specialized Support Advisors that guide you through the SAP Enterprise Support offerings by:
Delivering SAP Enterprise Support setup service
Defining a proactive, tailored support engagement plan
Identifying the best SAP Enterprise Support Academy education elements
Providing functional and technical expertise on key areas via the SAP Enterprise Support value maps
Acting as an additional escalation level in case of mission critical situations
Helping to drive innovation
Providing SAP Enterprise Support Report
Supporting SAP Solution Manager readiness
Delivering your Customer Center of Expertise primary certification audit
Additional Information
SAP Support Portal:
Collaboration
Submit your project information to get help planning your go-live services by filling in the online form
Collaboration brochure
With Enterprise Support, you have access to a dedicated team of specialized advisors that can that guide you through the SAP Enterprise Support offerings to help you implement, operate and innovate better. This is the team I’m part of and how we do this is:
We deliver the SAP Enterprise Support Setup Service to kick-off the best collaboration foundation between IT/business departments and SAP for customers new to SAP Enterprise Support (ES) like yourselves, so this session we are having today.
We define a proactive Tailored Support Engagement Plan based on your specific needs to support you with implementation projects, the achievement of business goals, business process continuity, and optimization of operations. This tailored plan may include Continuous Quality Checks and ES Academy offerings.
We can help you identify the best ES Academy education elements for the up-skilling of your IT and Business teams through a best in class portfolio of support offerings (e.g. Value Maps, Expert Guided Implementation, Guided Self Service, Meet the Expert…). 
We provide functional and technical expertise around key focus areas and help customers navigate through the best in class portfolio of support offerings via the Enterprise Support Value Maps on our SAP JAM collaboration platform.
We act as an additional escalation level in the event of Mission Critical Support situations (e.g. production down) to help mitigate risks and facilitate 24x7 remote support for top issues.
We can help you drive Innovation by supporting your enhancement package upgrade strategy and project plans, the integration of strategic products such as SAP Cloud and involving customers in co-innovation within the ES Advisory Council (ESAC).
We can deliver your tailored SAP Enterprise Support Report that provides an overview on your interaction with SAP support, solution landscape and key consolidated data that can be used during our engagement discussion to improve IT operations and support innovation.
We support you with Solution Manager Readiness activities to help ensure you are ready for Continuous Quality Check service delivery and define a tailored SAP Solution Manager roadmap to leverage the tools available to support operations and innovation.
We also deliver your Customer Center of Expertise Primary Certification audit to help you setup a single source of truth unit to partner with SAP Support

8. GETTING STARTED with Collaboration SAP Support Backbone X X
SAP Support Portal X
SAP Service Marketplace
SAP Community
Contains a variety of target group specific internet portals
Your one stop for all support and service related needs*
SAP's professional social network to get help, share ideas, and connect with others
SAP Support Portal
SAP Help Portal (product documentation)
SAP PartnerEdge
SAP Community
SAP Store
SAP Training & Certification Shop
SAP Business One Customer Portal
SAP Notes search and incident wizard
SAP software distribution center
Administration of remote connections
License key & requests
SAP service & software catalog
SAP Enterprise Support Academy
SAP Enterprise Support Report incl. S/4HANA onPremise
SAP Support Launchpad
Discussion forums, blogs & videos
Quick access to expert advice
Online trainings
Software downloads
The SAP Support Backbone is SAP's knowledge database and extranet for knowledge transfer through which we make content and services available to customers. It includes:
SAP Service Marketplace which contains a variety of target group–specific internet portals that enable true collaboration among SAP and its customers. In addition to others, SAP Service Marketplace includes the SAP Support Portal and SAP Community.
The SAP Support Portal is your one stop for all support and service related needs. Here you can find solutions to any issues you are facing with your SAP products, report incidents when you can't find a solution, download software, get your license keys, and a lot more.
You can also seek advice and assistance on resolving issues from the SAP Community. It is the official user community of SAP AG. SAP software users, developers, consultants, mentors and students use the SAP Community to get help, share ideas, learn, innovate and connect with others. It has over 430 spaces, or sub-groups, dedicated to SAP products, topics, technologies, industries, programming languages, such as ABAP, and more. Almost all spaces contain related discussion threads, or forums, blogs, documents, e-learning, and polls.

9. How to get started with SAP Enterprise Support?
Collaboration
Empowerment
Innovation & Value Realization
Mission Critical Support
SAP Enterprise Support Academy
Delivery Formats
EMPOWERMENT
Is also a vital aspect of SAP Enterprise Support.
SAP Enterprise Support helps your staff members build up the know-how they need to overcome complexity. One of the key elements to this end is the SAP Enterprise Support Academy program.
The SAP Enterprise Support Academy program offering a wide range of delivery formats and services.
More information can be found in the Getting Started with SAP Enterprise Support brochure (PDF)

10. GETTING STARTED with Empowerment SAP Enterprise Support Academy
Empowerment. SAP Enterprise Support Academy empowers you to build the knowledge and skills needed to maximize the benefit of your SAP solution, no matter your choice of deployment.
Through the SAP Enterprise Support Academy, a deliverable of SAP Enterprise Support at no additional cost, you can address the skills gap and run simple by making your organization has the knowledge and SAP skills that are essential for success, no matter your choice of deployment and where you are on your innovation journey.
The SAP Enterprise Support Academy program, combines training, collaboration, support, and deployment of best practices, and works along three dimensions, also known as the “3 P principle“:
The first is the Platform dimension. We help customers easily access and consume SAP Enterprise Support offerings, such as learning assets and technical services, by providing a dedicated platform using state of the art technology and the latest digital learning tools (mobile app, WPB, (award- winning Successfactors LMS)), satisfying the demand for a personalized, digital learning experience.
The next is the People dimension. We help professionals in the different functional departments, both IT and LoB, stay up-to-date by providing high- quality expert content in various formats and levels of detail, accommodating different requirements and learning styles.
The last is the Practice dimension. We provide high-quality expert content that explains the SAP Enterprise Support offerings for all deployment options, supporting customers in all phases of their innovation journey.
While each dimension is important, the academy‘s strength is the combination of all three which helps you address the following objectives:
Learn how to run your software solution at peak performance
Drive smooth end-to-end operations and get guidance on how to maintain operational standards
Get your IT ready for innovation and accelerate innovation throughout the organization
Maximize the value of your SAP software
Platform. Easily access SAP Enterprise Support learning content and services.
People.
Stay up-to-date by leveraging expert content in various delivery formats and levels of detail.
Practice.
Let us help you boost collaboration between business and IT units by addressing different functional roles and assisting in creating business cases and value.
Visit us at

11. 1-2 hours live webinar session
GETTING STARTED with Empowerment SAP Enterprise Support Academy – Delivery Formats Details
Format
Process
Benefits
Examples
Meet-the-Expert sessions (MTE)
The format is interactive as it will allow for questions and answers
Recordings can be accessed through the meet-the-expert replay library
MTE for S/4HANA Cloud Edition: Strategy, Scope, Transition
MTE for Transition to S/4HANA – New Implementation: Learn about the steps for implementing a new SAP S/4HANA system
1-2 hours live webinar session
openSAP
Discuss exciting course content with instructors and other participants
Use teaching material on the Internet, anywhere, anytime.
Document your learning progress based on sophisticated tests
Receive a grade or participation record of achievement upon completion
Introduction: SAP S/4HANA in a nutshell
Market Background
Road-mapping and the next steps to SAP S/4HANA
SAP S/4HANA deep-dive
Getting Started with SAP S/4HANA
Adopt and Move to SAP S/4HANA
The Meet the Expert portfolio covers the entire variety of support specifics as part of end-to-end operations. Topic deep dives will equally be covered, as well as new concepts or strategy items. Recorded versions are available as well.
Enroll in course

12. How to get started with SAP Enterprise Support?
Collaboration
Empowerment
Innovation & Value Realization
Mission Critical Support
SAP Enterprise Support value maps
SAP Jam
SAP Fiori Apps Recommendations Report
Pathfinder
Innovation Discovery
Release Information
The third pillar INNOVATION AND VALUE REALIZATION with SAP Enterprise Support is designed to help you unlock the business value of existing investments in a way that makes it easier for you to introduce new innovations in a swift manner.
Beside SAP Enterprise Support value maps and SAP Jam we will also introduce the SAP Fiori Apps Recommendation and Pathfinder tools as well as Innovation Discovery and the SAP S/4 HANA Cloud Release Information
More information can be found in the Getting Started with SAP Enterprise Support brochure (PDF)

13. GETTING STARTED with Innovation & Value Realization SAP Enterprise Support Value Maps
SAP Enterprise Support value maps help you quickly identify the relevant SAP Enterprise Support services, tools, and expertise for your business needs.
Guided approach
Select the SAP Enterprise Support value map topic that addresses your business challenge, discover your individual road map, and use the SAP Enterprise Support offerings step-by-step to reach your objective.
Social collaboration
On-demand expertise through a cloud-based social collaboration platform (SAP Jam) connects you directly with SAP experts and peers.
If you’re looking for a guided approach to leverage the enormous number of support services and sessions that are offered by SAP Enterprise Support, the SAP Enterprise Support value maps, powered by SAP Enterprise Support Academy, are for you. Think of value maps as a form of navigation system that help you quickly identify the relevant SAP Enterprise Support services, tools, and expertise to address common business challenges.
First, you identify your business challenge or the specific topic for which you need to build up your know-how.
Next, you navigate through the value map offerings in the SAP Jam social software platform to find and consume services, expert sessions, best-practice documents, and more.
SAP Enterprise Support value maps combine two aspects: simplicity and expertise on demand. Our value map collaboration space is SAP Jam, which presents each IT topic simply and clearly. Whether your concern is data volume management, security, mobile solutions, or SAP HANA, a value map is there to help you meet your business challenge. SAP Jam also lets you “socialize” your work. You can connect and collaborate with SAP support experts as well as your peers – all in a cloud-based format. You’ll be able to exchange ideas and get guidance from the SAP experts who moderate each value map space.
Every value map provides you with guided information about what it takes to get started in terms of time, resources, and skills, and helps you make educated decisions on where to invest and who to reach out to, for getting the most impact. You can expect increased efficiency, risk reduction, and an improved level of effectiveness.
To join, go to the SAP Support Portal support.sap.com/valuemaps.
Deliverables
Expert access
Obtain guidance from the SAP support experts who moderate each value map group.
Empowerment
Build the knowledge and skills you need to successfully manage your transformation to the digital economy.

14. Cloud Value Map: SAP S/4HANA Cloud
GETTING STARTED with Innovation & Value Realization SAP Enterprise Support Value Maps
Cloud Value Map: SAP S/4HANA Cloud
The SAP S/4HANA Cloud Edition Value Map is designed to support customers through the entire product lifecycle - from planning your Cloud Solution through to go-live and continued optimization.
At the current stage, the focus is on helping to build up the knowledge and skills needed to implement the solution.
We are continuing to develop services for different cloud products.
Right now, for SAP S/4HANA Cloud we have the SAP S/4HANA Cloud to support our customers with different formats through the entire product lifecycle.
Join SAP S/4HANA Cloud value map and
benefit from try "hands-on" with the Free Trial System for SAP S/4HANA Cloud Edition

15. GETTING STARTED with Innovation & Value Realization Example: SAP S/4HANA Cloud Value Map
SAP Enterprise Support Value Maps
Select Your Objective 01 02 03
Objective ACHIEVED
Getting started
DISCOVER
Choose transition strategy
Example: Learn about getting started with SAP S/4HANA Cloud
Understand the strategy, scope, and transition options to SAP S/4HANA Cloud
Experience a Free trial
Learn about the different editions available for S/4HANA Cloud
Get an overview of SAP S/4HANA Cloud …
Explore openSAP courses to SAP S/4HANA in Deep Dive and the Roadmap Look at SAP S/4HANA Cloud in detail through openSAP courses …
Learn about system migration options
Understand migration options available for S/4HANA …
Example:
Build the knowledge and skills needed to implement SAP S/4HANA Cloud
This slide describes the Enterprise Support Value Map SAP S/4HANA Cloud Value Map. It is important to know, that you do not need to exercise each of the services provided, but only those, that are the most relevant to improve your specific situation!
You choose your objective e.g. “Learn about getting started with SAP S/4HANA Cloud“ by signing in at the SAP Enterprise Support Academy. After you received your SAP JAM invitation your journey starts. You have a clear roadmap with milestones that highlight relevant offerings to achieve your objective in time.
Following and consuming SAP`s support offerings, you might face best practices questions or needs for clarification.
However an Expert called a Focus Advisor is a push of a button away from you, monitoring the relevant Value Map space and taking your questions, to help you prioritize, provide details on services and take your feedback.
Following down this best practice roadmap you will arrive at your destination in time and with the outcome you expect which your objective achieved!
Learn more: Whitepaper: Speed Up Your Digital Transformation with SAP S/4HANA and SAP Enterprise Support

16. Learn more about SAP Jam
GETTING STARTED with Innovation & Value Realization SAP Enterprise Support Value Maps – Social Business Collaboration with SAP JAM
SAP
SAP Jam
Customer
On-demand expertise through a cloud-based social collaboration platform
Direct access to SAP Support experts
Discuss and exchange ideas with other customers across different geographies
Share expertise and provide guidance
Get direct customer feedback X
SAP Jam lets you “socialize” your work. You can connect and collaborate with SAP support experts as well as your peers – all in a cloud-based format. You’ll be able to exchange ideas and get guidance from the SAP experts who moderate each value map space.
SAP Enterprise Support value maps give precise guidance on how to best make use of the extensive SAP Enterprise Support offerings in an objective based approach. Every value map provides you with guided information about what it takes in terms of time, resources, and skills to get started and helps you make educated decisions on where to invest and reach out to, for the most impact. You can expect increased efficiency, risk reduction, and an improved level of effectiveness.
We have dedicated SAP Support engineers assigned to each Value Maps. They are monitoring the forums, questions and discussions in SAP Jam. We call these experts: Focus Advisors, they guide you and interact with you.
By this close collaboration with our customers, SAP can also directly learn from our customers, and embed their feedback into our existing or future service portfolio.
Hereby SAP Enterprise Support value maps help you leverage the full potential of the tools within SAP Solution Manager by providing guidance to your IT teams on how to use them. This gives them powerful support for driving business continuity more easily, which also helps maximize the efficiency of your IT operations. Due to their constant availability and comprehensive range of topics, value maps are ready to support your IT investment decisions at any time.
SAP Jam is also available on your mobile device
Learn more about SAP Jam

17. GETTING STARTED with Innovation & Value Realization SAP Fiori Apps Recommendations Report
Discover the new face of SAP software with the SAP Fiori user experience. Using modern design principles, SAP Fiori provides a role-based experience across all lines of business, tasks, and devices.
Why SAP Fiori?
The user-centered design concept focuses on the way employees work and offers a variety of business benefits:
Increased productivity – faster and direct access to relevant information and applications
Helps users decide what needs to be done next
Allows users to take quick and informed actions
What does SAP Fiori mean for your enterprise? The SAP Fiori Apps Recommendations Report will use your current SAP usage information to help you identify the most valuable Fiori Apps for your enterprise. This interactive report is available for all customers on SAP maintenance.
Additional Information
FAR for SAP S/4HANA
Learn more
Personalize and simplify the user experience for your SAP applications. Using modern user experience design principles, SAP Fiori delivers a role-based, consumer-grade user experience across all lines of business, tasks, and devices. Use SAP Fiori apps, or take advantage of new solutions that natively incorporate the user experience – such as SAP S/4HANA, Ariba Mobile, and SAP Hybris Cloud for Customer.

18. GETTING STARTED with Innovation & Value Realization SAP Innovation and Optimization Pathfinder
Get tailor-made recommendations on areas of relevant SAP innovations, business process improvements and IT optimization potentials for your core SAP ERP system. This interactive report is available for all customers on SAP maintenance and provides recommendations that are based on the way you are using your SAP ERP system today.
Find out:
Where are areas of business process improvement for my ERP system, and how am I positioned compared to my peers?
Out of SAP’s vast offering of SAP Fiori apps, Business Suite enhancements, SAP S/4HANA scenarios or Cloud extensions, which are the most relevant ones, based on my today’s ERP system usage?
Where are potential areas for IT optimization?
Additional Information
Pathfinder
Short video
Discover how SAP can help you to optimize and innovate your existing SAP ERP system. Take just a few minutes to share your company information and receive your personalized, free report within five business days.

19. GETTING STARTED with Innovation & Value Realization Innovation Discovery
Provides guidance how to turn the adoption of innovations into tangible value for the business.
Additional Information
SAP Service Marketplace:
Innovation & Value Realization
Innovation Discovery
PDF:
SAP Innovation Discovery Documentation
MTE Replay:
Innovation Discovery for SAP Business Suite
Main Objectives
IT and line of business clearly understand the value and the implications of SAP’s innovation
Includes usage based information of the customer’s system landscape
Use the Innovation Service as a free-of-charge ‘Self-Service’
In addition to the various Enterprise Support services I showed before, SAP also provide Innovation Discovery tools which help our customer to find the right innovations for their business.
For example the Innovation Discovery for SAP Products is a self-service for customers to find innovations about SAP products.
1. IT employees and line of business employees will clearly understand the value and the implications of SAP’s innovations. 2. Customers will find innovations tailored to their business because Innovation Discovery can include usage data of the customer’s system landscape. 3. Customers can use the Innovation Service as a ‘Self-Service’.
4. Innovations can be selected by delivery channel, by latest shipments or from a license perspective, and more criteria's.

20. GETTING STARTED with Innovation & Value Realization Release Information

21. How to get started with SAP Enterprise Support?
Collaboration
Empowerment
Innovation & Value Realization
Mission Critical Support
Overview
Customer Incident
Coming to the fourth area of SAP Enterprise Support, an essential area for your daily business, the MISSION-CRITICAL SUPPORT.
Regardless of your deployment scenario and for whatever issues arise, a cornerstone of SAP Enterprise Support is mission-critical support that gets you the attention you need at the speed you expect.
This means accelerated problem resolution, fewer business disruptions, and less unforeseen downtime so that you can keep operating at peak performance.
Here we will provide you and overview on topics like Service Level Agreement (SLA) and escalation handling. In addition we will cover the incident creation part.
More information can be found in the Getting Started with SAP Enterprise Support brochure (PDF)

22. GETTING STARTED with Mission Critical Support Overview
Mission-critical support Regardless of your deployment scenario and the issues that may arise, a cornerstone of SAP Enterprise Support is mission-critical support that provides rapid collaboration with support experts.
If you are unable to resolve an issue by utilizing the knowledge database in SAP Notes, you should create a customer incident via your SAP Solution Manager or the SAP Support Portal. In case of a production-down situation that may lead to business process down situations, the production-down support team will find a solution or a work-around that will allow you to resume business operations as quickly as possible. To raise a critical situation with SAP, please open a “very high” customer incident and, if needed, call the Customer Interaction Center. If you need to provide SAP with additional information regarding a production-down situation, please have the SAP customer incident number and business impact details available.
SAP ONE Support Launchpad
Access to support resources in a single, intuitive interface. By using customizable role profiles, the launchpad displays only relevant applications and insights to help ensure an efficient and user-friendly experience.
24x7 availability
Count on our support 24 hours a day, 7 days a week, 365 days a year. Independent of your deployment model, CALL-1-SAP is your global toll-free telephone number for contacting SAP support.
Service-level agreements
Rely on minimized business disruption and accelerated problem resolution thanks to best-in-class service level agreements for a timely initial reaction and a corrective action.

23. GETTING STARTED with Mission Critical Support Service-Level Agreements
The service-level agreements commit SAP to a timely initial reaction and delivery of a resolution within a fixed period of time to accelerate support for your most critical business needs
Incident Priority 1 2
Accelerated problem resolution for productive system incidents and critical projects
Minimized business disruption and reduction of unforeseen downtime
Reduced financial impact of support issues
Initial Response Time*
1 hour
4 hours**
Ongoing Communication
1 hours
6 hours
For whenever issues arise, SAP Enterprise Support provides mission-critical support that gets you the attention you need at the speed you expect. Underlying our commitment to you are explicit service-level agreements. For “very high” customer incidents, we will respond within one hour and provide a fix, workaround, or action plan within four hours after the initial response. For “high” customer incidents, we provide an initial response within four hours.
Through mission critical support, SAP Enterprise Support provides
Accelerated problem resolution for productive system incidents and critical projects
Minimized business disruption and reduction of unforeseen downtime
Reduced financial impact of support issues
Resolution Targets
(Resolution / Work-around / action plan)
4 hour
n/a
*) Initial response time for prio 1 for on-premise & cloud product related issues 1hr, cloud operations ~0,5hr (24x7 worldwide);
**) Prio 2: only during SAP’s local office time
For further details (including SLA for priority 3 and 4) have a look at SAP Cloud Customer Support for SAP SuccessFactors, SAP Business ByDesign and SAP Cloud for Customer

24. GETTING STARTED with Mission Critical Support Customer Incident
Create customer incident with following content:
Choose installation and system number
Select the correct component
Enter S-user/person getting the error message
Provide a meaningful short text description and a step-by-step description including navigation and description of expected results
Add screenshot of error message and inform about any SAP Notes Search which was done
Open service connection and provide login data (SAP Note )
Carefully select the incident priority (SAP Note 67739)
Record only one issue per incident (SAP Note 50048)
For any problem with this application create an incident under component: “XX-SER-SAPSMP-IBX”
Additional Information
SAP Support Portal:
Incidents
Knowledge Base
MTE Replay:
The perfect customer incident
What a CCOE should know about incident processing
PDF:
Support Essential: What a Customer Should Know About SAP Incident Processing
Quick IQ:
How to manage incidents on the SAP Service Marketplace
This slide explains you how to create the “Perfect” Customer Incident
You should, for example:
Choose right installation and system number
Select the correct component
Then create a meaningful short text description of the problem, document the specific workflow for the issue and your analysis
Provide screenshots of the error message and inform about any SAP Note Search which was done
Open service connection and provide login data
And finally, select an appropriate priority level according to SAP Note 67739
Please remember to just record only one issue per incident as recommended under SAP Note 50048
In the right-hand box you will find the most important presentations and Meet the Expert Sessions about this topic for later reference.

25. SAP Preferred Care: Enhanced support foundation
Collaboration
Innovation and Value Realization
Mission-Critical Support
Empowerment
SAP Preferred Care enhanced support foundation
Proactive and preventive support
Customer success manager | Product expert access | Additional proactive checks | Enhanced service-level agreements
Across all deployment options
SAP Enterprise Support support foundation
On top of the SAP Enterprise Support agreement, which represents the SAP Support Foundation, SAP offers further enhanced support.
While the foundational support focuses on standardized and scalable delivery for your day-to-day business, SAP Preferred Care focuses on enhanced proactive and a more personalized support.
With the support of a dedicated Customer Success Manager, included in SAP Preferred Care, you will benefit from innovative support. The Customer Success Manager will provide individualized guidance, coaching and best practices for solution adoption to run your organization at peak efficiency – with reduced operational costs and moving forward with the innovations that drive better performance.
With the Product Expert Access, included in SAP Preferred Care, you are enabled to collaborate with experts giving you additional advice whenever needed. You can address your needs proactively which helps to ensure positive business outcome.
Additional SAP delivered remote services and proactive checks, included in SAP Preferred Care, enable you to unlock the business value of existing investments and introduce new innovations in a swift manner to maximize your success.
SAP Preferred Care also includes an enhanced Service Level Agreement which provides accelerated issue resolution to ensure operations quality improvements in order to minimize business disruption and unforeseen downtime.
On-premise
Hybrid
Cloud

26. Thank you.

27. Appendix

28. GETTING STARTED with SAP Enterprise Support Useful Links and SAP Notes (1/4)
Collaboration
Contact us (CALL-1-SAP / CIC)
(SAP Note Customer Interaction Center: Hotline Numbers & Addresses )
SAP Enterprise Support Advisory
Collaboration brochure (PDF)
Customer Center of Expertise (CUSTOMER COE)
Getting Started with Primary CCOE Certification (PDF)
What a Customer CoE should know about incident management
What a Customer CoE should know about his/her role in the new Hybrid world
SAP Support Backbone
SAP Community
SAP Support Portal
( Personal Demo)
This slide lists many useful links and notes which have been presented in the COLLABORATION section.

29. GETTING STARTED with SAP Enterprise Support Useful Links and SAP Notes (2/4)
Empowerment
SAP Enterprise Support Academy
Delivery Formats
This slide lists many useful links and notes which have been presented in the MISSION CRITICAL SUPPORT and EMPOWERENT section.

30. GETTING STARTED with SAP Enterprise Support Useful Links and SAP Notes (3/4)
Innovation & Value Realization
SAP Enterprise Support value maps
SAP Fiori Apps Recommendations Report
SAP Innovation and Optimization Pathfinder
Innovation Discovery
This slide lists many useful links which have been presented in the INNOVATION & VALUE REALIZATION section.
Remember to Run Simple with SAP Enterprise Support and visit us at or check out the Getting Started with SAP Enterprise Support Brochure (PDF)

31. GETTING STARTED with SAP Enterprise Support Useful Links and SAP Notes (4/4)
Mission Critical Support
Overview SAP Enterprise Support Scope Description
Customer Incident
Support Essential: What a Customer Should Know About SAP Incident Processing (PDF)
This slide lists many useful links and notes which have been presented in the MISSION CRITICAL SUPPORT and EMPOWERENT section.