1. Preferred Care Cloud Edition
Public
Preferred Care Cloud Edition
January 20, 2016

2. SAP Preferred Care Enhanced support foundation for customer success
Plan your business
Collaboration
| Personal remote guidance for business event-planning and adoption of new features
| Tailored support engagement plan driven by business priorities and key milestones
Hyperconnectivity is reinventing the world economy. Individuals, businesses, and societies are becoming interconnected in real time.
The result? A new Digital Economy that will be more collaborative, intelligent, responsive, and efficient — with dramatic increases in productivity and economic value.
This incredible transformation requires you to move faster than ever before. Cloud solutions from SAP can help you jump-start business opportunities and reduce capital expenditures, risk, and total cost of ownership.
The enhanced support foundation provided by SAP Preferred Care, which includes a goal-based support engagement plan, will help you unlock the value of your cloud solutions.
Achieve your goals
Empowerment
| Schedule-an-expert and Meet-an-expert sessions
| System-administrator enablement
| Testing best-practices
Re-Imagine Software Support for Business Processes
Unlock value
Innovation & Value Realization
| Optimized implementation and operations
| Enhanced proactive support at certain milestones
| Collaborative and optimized release planning
| Improved Preferred Care scorecard
Goal-based engagement
Proactive support
Expert guidance
Enhanced release management
Designated customer success manager
to understand customer-specific needs and unlock value.
Run optimally
Mission-Critical Support
| SLAs1 that are enhanced for faster issue resolution
| Top issue management and trend analysis for proactive risk mitigation
1Service-level agreement

3. Realizing the value Delivering value through enhanced support*
Your customer success manager is the key to unlocking value, orchestrating business benefits that are tailored to you along the way.
Enhanced release management
Business goal-setting and support engagement planning
Access to product expertise
Business event- planning
Implementation to SAP Support transition
Utilize
Onboard
Optimize
Incident trending and best practices
Launch
Enhanced target SLA
Preferred Care scorecard
Safe-start support
Optimization support
Value map guidance
Customer enablement
*Preferred Care portfolio and engagement expands beyond the deliverables listed here. See appendix for details.

4. Ongoing touch-points with your CSM
Sample goal-based support engagement plan Drive your priorities with personalized support from your customer success manager
Business
Goals Q1 Q2 Q3 Q4
Initiative A
Maintenance
Projects
Initiative B
Release Planning
Initiative C
Innovations
Ongoing touch-points with your CSM

5. Sample SAP Preferred Care Scorecard Show progress towards your business goals

6. Safe-start support Run optimally
Smooth go-live and operation of critical business solution
Increased maintainability and reduced administrative effort related to the solution
More robust security set up with increased protection from potential cyber threats +
Increased stability and performance of business-critical interfaces
Enhanced Support Safe-Start
Consistency of data and seamless access of authorized users across all cloud and on-premise solutions
Increased end-user satisfaction and enhanced end-user experience with the solution

7. Global network of experts Bridging the knowledge and skills gap
Service & Support Backbone
Product Support
Incidents/
BreakFix
Data Center Operations
Engineering/
Development
Customer IT
Customer Success Manager
Consultative Approach to Operations and Delivery
Customer Engagement Executive
Strategy, Relationship Governance, and Adoption
Customer LoB
Additional experts pulled in when required
Mission Control Center
Product Management
For more details on CEE and CSM roles, see appendix.

8. Enhanced target service-level agreement (SLA) Cloud support
Benefits
Service-level agreement on initial response time and resolution target
Accelerated problem-resolution for productive system incidents and top issues1
Minimized business disruption and unforeseen downtime
Help for reducing the financial impact of support issues
Click here to view the SAP Cloud Support Policy with SLA details.
SLA
SAP
SAP Solution Manager
Customer
New incident message
Mission-critical support
1Situations that may endanger the go-live of a preproductive system or have a significant business impact on your core productive system.

9. Appendix

10. SAP Enterprise Support
SAP Preferred Care – Enhancing the foundation Bringing the best of two worlds together (Cloud and On-Premise)
Remote
SAP Preferred Care
Focus on enhanced support and personalization
ENHANCED SUPPORT FOUNDATION
Cloud Edition
On-Premise Edition
SAP Enterprise Support
Standardized delivery and best practices
Cloud Edition
SUPPORT FOUNDATION
On-Premise Edition
Cloud
Hybrid
On Premise

11. Realizing the value Throughout the customer lifecycle
Your designated customer success manager (CSM) is committed to your success – to unlock value in pursuit of your business goals. Your tailored engagement includes proactive support to ensure operational excellence and give you access to expert guidance. This diligence and personalization sets the stage for a successful release and realization of business targets.
Onboard
Launch
Utilize
Optimize
Preferred Care and support overview
Understand the value of Preferred Care and how to get the most of your enhanced support.
Support engagement plan execution management
See the support execution and support engagement plan recommendations in action.
Engagement review meetings
Review engagement status through the PC scorecard, Enterprise Support Report and incident trending overview.
Enhanced release management
Prepare for a successful release. Receive release notes based on your environment, support with adoption of new features, and guidance related to key milestones.
Mission-critical support
Improve initial response times and resolution targets for non-defect issues through enhanced target SLAs.
Customer enablement
Ensure success in the critical pre-go- live period by bridging the gap between business strategy and how to execute.
Implementation to Support Transition
Work closely with your CSM to ensure that open issues are documented and are positioned to be resolved before and after going live.
Business event-planning
Establish business event timelines and get guidance from your CSM during regular touch- points to ensure that all launch dates are met.
Access to product expertise
Gain access to functional and technical expertise to support new feature adoption and increase existing feature adoption, e.g. Schedule-an-Expert.
Preferred Care scorecard
Reflect on successes and learn from challenges. Let’s learn and grow together.
Business goal-setting
Align on annual strategic business goals and priorities in preparation for engagement planning.
Value map guidance
Make sure you benefit from the full Enterprise Support portfolio in the Enterprise Support Academy.
Incident trending and best practices
Identify areas for improvement related to incident management and collect data to create actionable plans for service improvement.
Enterprise support reporting
Walk through the Enterprise Support Report and related reporting to ensure actions are taken to address any open issues.
Goal-based support engagement planning
Plot your business goals and projects to receive recommendations on deliverables of SAP Preferred Care, such as safe- start proactive and optimization support.
Annual service review
Review the past year’s business objectives and key achievements.

12. SAP Customer Engagement and SAP Preferred Care
Organizational alignment for a holistic support and services model
Customer satisfaction
Increased renewal rates
Increased adoption
Achieving a harmonized SAP Cloud Preferred Care customer experience…
SAP Customer Engagement Executive
Strategy, Relationship Governance, and Adoption
Product adoption and renewals-focused
Post-sales relationship management
Proactive issue prevention
Strategic quarterly business review planning
New solution value delivery
Account orchestration
Commercial issue management
SAP Preferred Care Customer Success Manager
Consultative Approach to Operations and Delivery
Support delivery management
Consultative guidance
Support engagement planning on existing solution
Release guidance
Mission-critical support
Quarterly support engagement review meeting (Incl. scorecard delivery tracking business outcomes)
Incident trend analysis
Service & Support Backbone
Product Support
Incidents/
BreakFix
Data Center Operations
Engineering/
Development
Additional experts when required
Mission Control Center
Product Mgmt.

13. CSM Role – Overview Key responsibilities
Customer Success Managers support customers to optimally plan and run their business, achieving their goals and fully unlocking the value of SAP Preferred Care for cloud.
The Customer Success Manager role is to understand customer specific needs and to define, execute and track via a targeted SAP Preferred Care engagement. They focus on providing business guidance and personalized best practices to drive user adoption and realize business value.
Key responsibilities
Work with customer and implementation partner in parallel to setup support collaboration and governance
Define and drive execution of a targeted goal-based support engagement plan to support key business goals and milestones (e.g. solution implementation and cycle planning)
Plan and manage the delivery of relevant proactive support and portfolio offerings as part of the engagement plan
Drive close collaboration with implementation partner during the launch phase to facilitate successful handover to support
Enable key customer stakeholders on personalized best practices (e.g. System Administrator)
Provide personalized Quarterly Release Review to support customer to develop an appropriate strategy that maximizes feature adoption
Top issue management and trend analysis for proactive risk mitigation
Facilitate access to product and functional expertise for certain topic areas via Empowerment Sessions
Provide Preferred Care scorecard to ensure strategic business goals are met and the necessary measures are defined to address risks

14. Live Sample SAP Preferred Care Scorecard—SAP SuccessFactors Show progress towards your business goals

15. Live Sample SAP Preferred Care Scorecard—SAP HANA Cloud Platform Show progress towards your business goals

16. Thank you
For more information, please contact the program team for the cloud edition of SAP Preferred Care.
Additional Links:
Sapsupport.info
SAP Support Portal