SAP Digital Business Services February, 2019

SAP Digital Business Services February, 2019
NOTE: Delete the yellow stickers when finished. See the SAP Image Library for other available images. Once the custom image is inserted, click Format  Send Backward  Send to Back, so the motion band is on top of the image. Getting Started with SAP Enterprise Support SAP SuccessFactors / Hybrid Hello and welcome to today’s session. In this session I will explain to you the best way to 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 accelerate time to value with the rapid adoption of innovation. SAP Digital Business Services February, 2019

SAP Digital Business Services – Your business transformation partner
With Expertise Derived From Working With: 400,000+ Customers 80% of the Fortune 500 across 25 industries For over 45+ years ~ 19,000 SAP Digital Business Services Professionals Worldwide 110 Nationalities Located in 62 Countries Serving SAP Customers in 180+ Countries With decades of experience and hundreds of thousands of customers worldwide, we are the perfect partner to help you transform to an intelligent enterprise. Now, before looking at the details of the SAP Enterprise Support offering, let’s get to know the organization a little better, which provides our customers with world-class support. SAP Digital Business Services provides support for more than 400,000 customers in more than 180 countries. Imagine the number of end-users behind all these customers. At SAP Digital Business Services, it’s all about the customer. SAP Digital Business Services is there to help in specific situations, as well as to provide guidance. With over 45 years of profound experiences, SAP Digital Business Services is the perfect partner on your journey to become an intelligent enterprise.

SAP Enterprise Support – The foundation for customer success
Collaboration Empowerment Innovation and value realization Mission-critical support Proactive and preventive support Across all deployment options SAP Enterprise Support The foundation for customer success SAP Enterprise Support is the foundation support for customer success. With SAP Enterprise Support, you can proactively control mission critical processes, simplify hybrid landscapes, and build business outcomes while driving innovation with guidance from support experts worldwide. SAP Enterprise support is at the core of every SAP solution to provide you with a seamless end to end customer support experience. This support offering includes powerful services, tools and expertise to ensure business continuity and maximize value realization. It consists of 4 key pillars; collaboration, empowerment, innovation and value realization, and mission-critical control. With the eventual goal of helping customers become intelligent enterprises in their digital transformation, SAP Enterprise Support provides proactive and preventive support for customers to move to the cloud, move in the cloud, make SAP S/4HANA digital core, and deploy breakthrough innovations across all deployment options. SAP Enterprise Support helps you to adopt innovations and support services to improve your business processes and performance Seamless consumption of innovation I Fast value realization I Business outcomes I End-to-end optimization Intelligent enterprise Digital core Breakthrough innovations Cloud

Collaboration GETTING STARTED with Collaboration Realize business outcomes through collaboration with SAP experts Collaboration Receive guidance from SAP support experts by interacting with them through the award-winning SAP Enterprise Support value map program. The support advisory team guides you during mission critical situations. At SAP, we believe that collaboration is one of the keys to helping you maximize the value you derive from SAP Enterprise Support. Therefore, 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 Report, Customer Center of Expertise, SAP Knowledge Database and Value Maps. Support experts Get valuable advice from our team of 8,000+ experienced support experts, backed up by 15,000+ developers globally. SAP Enterprise Support value maps Leverage value maps to quickly identify the relevant SAP Enterprise Support services, tools, and expertise for your business needs.

GETTING STARTED with Collaboration CALL-1-SAP
+800 In many countries, the toll-free number for contacting SAP support is accessible through landline phones and some mobile providers. It gives you access to a service menu that allows you to select the specific SAP product area you require, connecting you directly to an SAP support representative. Access to service menu to select a specific product area you require: Press 1 - For SAP Business Suite, NetWeaver, Business Analytics or Sybase support. Press 2 - For Ariba, Fieldglass and Concur Customer Support. Press 3 - For Customer Experience support. Press 4 - For SAP money, customer and suite Cloud products support. Press 5 - For SuccessFactors Cloud products support. Press 6 - For any other SAP products and services, including SAP HANA Enterprise Cloud and Sybase 365 known as SAP Digital Interconnect. Press 7 - To listen to the menu in another language. Press 8 - To listen to this menu again. If you are unable to connect via the number provided for your country or there is no SAP subsidiary in your country, please call our Ireland Support Center For contacting SAP Support, SAP is introducing an international universal free-phone number, accessible in most countries. Please note that for some countries the telephone number might differ, therefore please use the local numbers. SAP Support is available 24 hours a day, 7 days a week, 365 days a year. By contacting your country specific SAP Local Support Centers, 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. If you are unable to connect via the number provided for your country or there is no SAP subsidiary in your country, please call our Ireland Support Center

GETTING STARTED with Collaboration Customer Interaction Center
The SAP Customer Interaction Center is one of the interfaces between customers and the SAP support organization. It 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. Overview Benefits Access Preview The SAP CIC is the contact channel for any non-technical questions including: Existing incidents The SAP ONE Support Launchpad and supporting applications S-User queries and support SAP remote service requests The SAP CIC can be reached by phone, chat, or The SAP CIC is available 24 hours a day, 7 days a week, 365 days a year, and provides a central point of contact for assistance with non-technical queries A Universal free-phone number for contacting SAP support, accessible in most countries through landline phones and some mobile providers Access to a product area specific IVR call routing menu, now including SAP Ariba, Concur, and SAP Fieldglass solutions You can access the SAP CIC from the SAP Support Portal or through the SAP One Support Launchpad Direct access: Chat with CIC Call CIC CIC Learn more here: Access to CIC Topics to contact CIC Reference Guide 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 non-technical 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. You can contact the CIC by telephone, chat or via . SAP Support Portal SAP ONE Support Launchpad

GETTING STARTED with Collaboration SAP Enterprise Support Report
The SAP Enterprise Support Report (ESR) collects and consolidates information from the past 6 months and provides a 360-degree overview of your system environment. The report serves as an ideal starting point for discussions on how to improve your IT operations and realize your innovation objectives. You are entitled to receive an SAP Enterprise Support report at no additional cost as part of the SAP Enterprise Support agreement. Generate a fully automated On-Premise or Cloud Enterprise Support report in the SAP One Support Launchpad using the “SAP Support Report Document” tile. Additional Information SAP One Support Launchpad: SAP One Support Launchpad SAP Support Portal: Collaboration PDF: On-Premise sample Enterprise Support Report (short version) ESR Info Sheet The SAP Enterprise Support Report is generated in the customer‘s SAP Solution Manager and contains information from the customer‘s SAP systems as well as information from the SAP global backbone. The purpose of the SAP Enterprise Support report is to provide the customer with a 360-degree overview and current status of the application and lifecycle management of mission-critical operations. Based on the key findings of the SAP Enterprise Support report, the optimization potential and possible risks are identified that might impact the operations of the customer ‘s installed SAP solutions. In addition, the potential to reduce total cost of operations and areas to accelerate innovation is highlighted.

A Customer COE is not applicable for SAP Cloud only customers
Collaboration GETTING STARTED with Collaboration Customer Center of Expertise – Overview A Customer COE is not applicable for SAP Cloud only customers A Customer Center of Expertise (Customer COE) drives transparency and integrated quality management for critical challenge resolution across SAP solution operations. Additional Information SAP Support Portal: Customer Center of Expertise (CCOE) Primary Customer COE PDF: Getting Started with Primary CCOE Certification Learn about the Value of a Primary Customer COE Information Management Contract & License Management Innovation & Influence Support Operations FUNCTIONS Complete checklist and submit to SAP Customer incident will be automatically generated on behalf of the customer under component "SV-BO-REQ" SAP validates, tabulates the score from the checklist Customer is notified of certification results CERTIFICATION PROCESS Maximum 2 years Recertification at least every 2 years VALIDITY When you establish a Customer Center of Expertise organization, you can rely on a single source of truth and a hub for functional collaboration between your business and IT units – and between your company and SAP. This helps you increase the transparency of business processes, minimize downtime to boost system and business process availability, and to reduce total cost of ownership. A center of expertise helps stimulate innovation by keeping software up-to-date with changing requirements, providing skills training, making use of expertise on demand, and much more. Every customer is asked to set up a Customer COE location within 12 months of signing an SAP Enterprise Support contract, or at least 6 months after the first main system goes live. The Customer COE is an organizational unit that serves as the central point of reference within a customer’s organization for contacting SAP. Since it covers all core business process flows, it strengthens the connection between the customer’s user departments and the customer’s IT department. A Customer COE must support all the SAP applications and solutions, which form the basis of the customer’s maintenance agreement for SAP Enterprise Support. Primary Customer COE Functions are: Information Management Contract & License Management Innovation & Influence and Support Operations So, what does the Primary Certification Process look like? First you need to complete the checklist and submit it to SAP. A customer incident will be automatically generated on behalf of the customer under component "SV-BO-REQ” SAP then validates, and tabulates the score from the checklist Afterwards you will be notified of the certification results. The Customer COE Certification is valid for a maximum of 2 years and a recertification is necessary at least every 2 years. Top 7 benefits for all certified Customer COEs are: Access to BENCHMARKS within the peer group FASTER INCIDENT PROCESSING with special SAP incident flagging for certified Customer COE FREE ACCESS to SAP Learning Hub solution, including SAP Knowledge Transfer Products SPECIAL Customer COE Knowledge Transfer SESSIONS with SAP experts to various topics ACCELERATORS FOR VALUE DEVELOPMENT provided by Certified COE Customers -“Customers share their stories” EXCLUSIVE ACCESS to the SAP Customer COE Community Suite (SAP Jam based group) Customer Center of Expertise Role and Incident Quality Dashboard in the SAP ONE Support Launchpad (

A Customer COE is not applicable for SAP Cloud only customers
Collaboration GETTING STARTED with Collaboration Customer Center of Expertise – Readiness Checklist A Customer COE is not applicable for SAP Cloud only customers In order to achieve Customer COE certification the following items must be considered: Serve as primary contact point for all SAP-specific questions Organize access to SAP information Distribute information to specific target groups (management, end users or project teams) Initiate knowledge platforms on SAP topics and information exchange meetings INFORMATION Management Ensure the usage of purchased licenses according to what has been licensed to mitigate potential implications of using unauthorized licenses CONTRACT & LICENSE Management Focus on areas, where your business requirements are not covered by SAP standard functional scope Stay informed about internal processes, tools and services to avoid SAP source code modifications INNOVATION & INFLUENCE Set-up a support organization with a sufficient number of support consultants Enable collaboration with SAP support in all areas, such as incident management, problem management, SAP Solution Manager usage and support services Support Operations To achieve the Customer COE certification, the following items must be considered: 1. The Distribution of information – The customer COE serves as primary contact point for all SAP-specific questions, organizes access to SAP information, and then distributes information to specific target groups such as management, end users, or project teams. It also initiates knowledge platforms on SAP topics and information exchange meetings. 2. Next, it oversees Contract and license processing in conjunction with SAP – It ensures the customer is using a purchased license according to what is licensed. This mitigates any potential implication of using unauthorized licenses. 3. Innovation and influence - focusing on areas where the customer’s business requirements are not covered by SAP standard functional scope. This ensures the Customer COE is at least informed about the customer’s internal processes, tools, and services, in order to avoid SAP source code modifications. SAP will continue to create and evolve our products and solutions to help our customers run their businesses better. To structure the input and feedback, SAP runs 3 major programs: Improve / Innovate / Vision. 4. And finally set up a support operation with a sufficient number of support consultants – This is about the overall collaboration with SAP Support in all areas such as Incident Management, Problem Management, SAP Solution Manager Usage, and Support Services offerings. In Short, the Customer Center of Expertise drives quality management and enables transparency across business and IT units in relation to critical challenges in SAP solution operations. For further details please visit:

Collaboration GETTING STARTED with Collaboration Customer Center of Expertise – Basic Functions for Hybrid Solutions A Customer COE is not applicable for SAP Cloud only customers Information Management and Collaboration Contract and License Management Innovation and Influence SAP Development Support Operations and Governance Maybe you are asking yourself the question, “how do hybrid solutions impact my Customer COE”? First, we should say that the Customer COE is becoming more important than ever with regards to governance, control, portfolio management and proactive guidance. As a central organization the Customer COE needs to keep everything together, such as investments, subscriptions, usages and clarify questions like what fits into the portfolio. In addition, it is very important that there is a central contact, who can efficiently interact with SAP. If the Customer COE is not actively involved and loses sight of the big picture, it can get very expensive. We recommend that you proactively address the topic in your company. An intense collaboration with the Lines of Business would help to check which cloud solutions can support them in their daily business and how these could be integrated into the existing solution portfolio.

GETTING STARTED with Collaboration SAP Support Backbone
Your one stop for all support and service related needs X 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 SAP ONE Support Launchpad 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. From the SAP Community you can also seek advice and assistance on resolving issues. It is the official user community of SAP SE. 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. X SAP's professional social network to get help, share ideas, and connect with others Discussion forums, blogs & videos Quick access to expert advice Online trainings Software downloads

Collaboration GETTING STARTED with Collaboration SAP Enterprise Support Value Maps – Overview SAP Enterprise Support Value Maps – A structured and goal-based approach to quickly identify the relevant SAP Enterprise Support services, tools and offerings to achieve defined targets and address your business needs. In addition, leverage the in-depth knowledge of our support advisory team for personal guidance based on 45+ years of close customer engagements. With SAP Enterprise support value map, SAP is making it easier than ever to empower and collaborate with our SAP Enterprise Support customers to take advantage of their strategic investment with SAP software. The SAP Enterprise Support Value map provides access to topic related materials, tools and training from SAP Enterprise Support, all in one centralized overview. These maps provide step by step instructions and recommendations on how to optimize IT landscape, realize intelligent enterprises and embrace digital transformation journey. A value map addresses each topic in a structured manner so customers get guidance to reach their defined objectives. It also acts as a collaboration platform that connects customers to SAP experts and their peers in the industry. Value maps are owned by functional experts in SAP who can assist customers in their individual journey and roadmap. The flexibility in value maps also allows customers to choose quick wins and start benefiting right away. And since value maps are powered by SAP Enterprise Support Academy, they stand tall with the entire empowerment concept. Currently there are value maps available on 10 different topics to help customers realize their intelligent enterprise. Guided approach to reach your objective Social collaboration to connect directly with SAP experts and peers Expert access to obtain guidance from SAP support experts Empowerment to build the knowledge and skills you need SAP S/4HANA On Premise SAP S/4HANA Cloud Digital Innovation SAP SuccessFactors SAP Jam Collaboration SAP Analytics Solutions Security Business Process Improvement Data Volume Management Lifecycle Management Available Value Maps >> Sign up

Learn more about SAP Jam
Collaboration GETTING STARTED with Collaboration SAP Enterprise Support Value Maps / Social business collaboration - SAP Jam Customer 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 SAP SAP Jam On-demand expertise through a cloud-based social collaboration platform Learn more about SAP Jam SAP Jam is also available on your mobile device 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.

GETTING STARTED with Collaboration SAP Enterprise Support Value Maps
The SAP SuccessFactors Value Map is designed to support customers that are innovating with SAP SuccessFactors through the entire project lifecycle from planning to go-live and continued operation and optimization. We have provided a set of objectives to support our customers in different areas of planning, building, extending, maintaining and monitoring their Cloud Solution. Join SAP SuccessFactors Cloud value map and benefit from empowerment options by role and lifecycle. Address and discuss your questions directly with our experts via SAP Jam. Right now, for SAP SuccessFactors we have the SAP SuccessFactors Cloud Value Map to support our customers with different formats through the entire product lifecycle.

Collaboration GETTING STARTED with Collaboration Example: SAP SuccessFactors Map – Objective based approach SAP Enterprise Support Value Maps Select Your Objective 01 02 03 04 Objective ACHIEVED Plan / Evaluation - Solution Design Build – Integration Testing & GoLive Run – Post GoLive Support Operate, Optimize & Innovate Example: Choose the appropriate integration methodology and data migration strategy Meet-the-Expert session: Full cloud and side by side Integrations Overview Meet-the-Expert session: Integration solution advisor methodology Meet-the-Expert session: SAP SuccessFactors Integration Overview “Employee Central” … Meet-the-Expert session: Full cloud and side by side integration overview Meet-the-Expert session: Full cloud and side by side integration “technical deep dive” Continuous Quality Check for Implementation (Analysis Session) Continuous Quality Check for GoingLive Support … New Features of SAP SuccessFactors Integration Center Continuous Quality check for Implementation (Verification Session) … SAP Enterprise Support Report Cloud Edition Continuous Quality check for Optimization EarlyWatch Check BP: Technical Monitoring: Setup End User Experience Monitoring for Hybrid Scenarios … Here is an example of the Cloud Enterprise Support Value Map for SAP SuccessFactors. 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! This slide gives you an example of what the Value Map for Success Factors looks like during each step toward the objective "Choose the appropriate integration methodology“. “Choose the Appropriate integration methodology” is one of several objectives that the cloud value map for SAP SuccessFactors can help you achieve. You choose an objective when signing in at the SAP ES 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! * Not all steps in value map mentioned here Check out our new Value Map Tutorial (also available for download)

Empowerment GETTING STARTED with Empowerment Build the skills that build value through the SAP Enterprise Support Academy Empowerment SAP Enterprise Support Academy empowers you with expert guidance and high impact knowledge transfer services that enable you to innovate and be successful with SAP solutions. Knowledge transfer on digital transformation, integration, and system operations On-demand learning experience by combining self-paced and expert-led offerings, available on a 24x7 platform High-quality vendor knowledge from SAP Support experts helps to close the digital skills gap of key users, IT and line-of-business experts Technology is driving the digital revolution but technology alone is not enough for a successful digital transformation. Digital skills are needed as well. SAP Enterprise Support Academy is an award-winning program and is a one-stop shop for exploring and leveraging all SAP Enterprise support offerings. It provides high impact learning and support via expert level high quality content developed by SAP support experts and engineers for all aspects of customers SAP solutions like digital transformation, integration and system operations. There are different delivery formats to suit various learning styles of different individuals. This implies on-demand expert-led and self-paced learning content which is available in different languages. This helps customers to close the digital skills gap in their organization. 70+ 280+ 15 17+ 50+ 740+ 190+ Available Formats Best Practices Tutorials & Videos Guided Self- Services Continuous Quality Checks & Improvement Services Expert-Guided Implementations Meet-the-Expert Sessions Accelerated Innovation Enablement

Empowerment GETTING STARTED with Empowerment SAP Enterprise Support Academy – SAP Learning Hub & Newsletter The award-winning SAP Enterprise Support Academy provides expert guidance and high impact knowledge transfer services which enable you to innovate and be successful with SAP solutions. Sign Up Access our next generation learning management infrastructure. The SAP Learning Hub helps you master the details of the software that runs your business. Learning is extended to full browsing through featured and recommended content, with a customizable learning plan. To access the SAP Learning Hub Edition for SAP Enterprise Support, a one-time registration via S-User is required. Update Stay informed about the wide range of services and educational content offered by subscribing to the SAP Enterprise Support Academy update. Additional Information SAP Support Portal: SAP Enterprise Support Academy SAP Learning Hub - sign up Topics to contact CIC (S-User request) SAP Enterprise Support Academy - update subscription Video: Short video: How to sign up for the SAP Learning Hub Short video: How to search in SAP Learning Hub Through the SAP Enterprise Support Academy, a deliverable of SAP Enterprise Support at no additional cost, you can prepare for the digital transformation and make sure your organization has the knowledge and SAP skills that are essential for success, no matter your choice of deployment. SAP Learning Hub is the learning platform of the SAP Enterprise Support Academy program. To access the SAP Learning Hub, edition for SAP Enterprise Support, a one-time registration is required. Learners need an s-user to authenticate themselves. Also, don’t forget to subscribe to the SAP Enterprise Support Academy update.

GETTING STARTED with Empowerment Continuous Quality Checks (CQC)
Remote services which help you to reduce technical risks and outline optimization potentials. Currently available CQC services for SuccessFactors: Additional Information SAP CQC Early Watch Check SAP CQC Going Live Support SAP CQC For Implementation SAP Support Portal: SAP Enterprise Support Delivery (CQCs & Improvement Services) Remote Support SAP Note: Central preparatory note (91488) Open a customer incident on component “SV-BO-REQ” to request a remote service Contact your SAP Enterprise Support advisory to get a tailored service plan SAP’s remote support infrastructure enables efficient support processes, by allowing SAP support employees access to the customer’s solution from SAP’s network. The CQCs are remote services which help you to reduce technical risks and outline optimization potential. The benefits of CQCs are reduced time and budget for implementations and innovations, as well as an improved system performance, availability, stability, and data consistency. In addition, you will receive proactive hands-on help by SAP. Here you see a list of all currently available Continuous Quality Checks. To request a remote service, open a customer incident on component SV-BO-REQ. SAP’s remote support infrastructure enables efficient support processes like CQC delivery and incident handling, by allowing SAP support employees access to the customer’s solution from SAP’s network. To learn more visit the quick link remote-support on the SAP Support Portal.

Innovation & Value Realization
GETTING STARTED with Innovation and Value Realization Drive innovation and get more value from your SAP investment Innovation and Value Realization SAP Enterprise Support provides a wide range of services and tools to help you realize more business value and to accelerate the adoption of new innovations. 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. In addition to SAP Solution Manager we will also introduce the Customer value experience tools and the SAP Enterprise Support Advisory Council. Customer value experience tools Realize value opportunities by leveraging available tools focused on innovations and business outcomes. SAP Solution Manager Efficiently manage IT and smoothly introduce new functionalities for meeting business requirements. SAP Enterprise Support Advisory Council Co-innovate with SAP to become an early adopter of support innovations and to help improve the support offering.

GETTING STARTED with Innovation & Value Realization Customer Value Experience – Engagement Tools I Starting Point I Detailed Recommendations SAP Innovation and Optimization Pathfinder Innovation recommendations, industry benchmarks and recommendations for business and IT Business Scenario Recommendations Recommendations for SAP S/4HANA and Cloud SAP Fiori Apps Recommendations Improvement through SAP Fiori Apps Innovation Discovery Improvement through software enhancements Customer value experience tools are covered by your SAP maintenance agreement with no extra cost. For instance, you can leverage SAP Innovation and Optimization Pathfinder to receive a tailor-made report of innovation recommendation, industry benchmarks, comparisons to your peers in your industry, based on your individual IT performance. Besides, tools like BSR, SAP Fiori Apps Recommendations, Innovation Discovery, SAP Solution Manager value report, SAP Transformation Navigator can be leveraged by all customers on any support plan to get help with their transformation journey. SAP Solution Manager Value Report Business case for SAP Solution Manager SAP Transformation Navigator, SAP S/4HANA Readiness Check, … Product roadmap for your digital transformation journey Find more information here

GETTING STARTED with Innovation & Value Realization Innovation Discovery / Preparing Quarterly Releases SAP SuccessFactors Community Drive innovation with SAP SuccessFactors Quarterly Releases – check out SAP SuccessFactors Community and get product updates and release information Review Align Execute Review the Release Information written documentation Attend and/or review recordings of Release Information webinars Discuss with peers and experts in the Customer Community With a Quarterly Release cycle you are always able to benefit from SAP SuccessFactors latest innovation. SAP helps you to prepare for a Quarterly Release with providing useful information about new features and functionality that compliments your current business processes. We recommend to review the release information either provided as written documentation or by attending the offered webinars. This will enable you to determine, which optional features would be relevant for your organization and whether optional enhancements can be implemented on your own or which ones will require SAP Support. In the Execution phase you can use the upgrade center or admin tools to implement self-service enhancements or you can, if necessary submit a case with the relevant enhancement codes. Determine which optional features your organization wants to implement and address relevant prerequisites Determine which optional enhancements can be implemented on your own in your SuccessFactors system or will require SAP Support Gather any relevant enhancement codes from the Release Information presentations Use the upgrade center or admin tools to implement self-service optional enhancements Where necessary, submit a case to Customer Success with complete list of relevant enhancement codes Log on to SAP Support Portal or register at community.successfactors.com to get product update and release information. Check out High-level Suite Road Map to be up to date about latest SAP SuccessFactors innovation.

GETTING STARTED with Innovation & Value Realization SAP Solution Manager SAP Solution Manager is not applicable for SAP Cloud only customers SAP Solution Manager – End-to-end application lifecycle management providing tools to help you optimize your IT processes, minimize manual effort, reduce operating costs, and introduce new business functions easily. SAP Solution Manager 7.2 is included in your existing maintenance agreement and covers the complete application lifecycle for your IT landscape . You can implement, maintain, run, and adopt all enterprise applications – even non-SAP software – while identifying and supporting improvement in business innovation, business continuity, and operations. SAP Solution Manager provides support for SAP and non-SAP solutions from end to end with tools to optimize IT processes, minimize manual effort, reduce operating costs, and introduce new business functions easily. SAP Solution Manager presents you with a modern and intelligent IT management platform with integrated solutions to implement, maintain, run, and adopt while supporting business innovation, business continuity, and efficient operations. Plus, SAP Solution Manager can be leveraged across all deployment options. Platform Modern and intelligent IT-management platform to become a digital enterprise Integrated solution Implement, maintain, run, and adopt all enterprise solutions while supporting business innovation, business continuity, and efficient operations Across all deployment options Supports the entire lifecycle of your business applications running on-premise, hybrid or in the cloud

GETTING STARTED with Innovation & Value Realization SAP Solution Manager – Install and Configure SAP Solution Manager is not applicable for SAP Cloud only customers SAP Solution Manager provides capabilities and enables services for SAP Enterprise Support: For SAP S/4HANA implementations SAP recommends the installation of SAP Solution Manager 7.2 SAP Solution Manager 7.2 is configured using an automatic basic configuration (accessible via transaction code SOLMAN_SETUP) Use the expert-guided implementation service to accelerate your implementation! The end of mainstream maintenance for SAP Solution Manager 7.1 was December 31, Customers switch to Customer-Specific Maintenance automatically at the end of mainstream maintenance. Read the blog to learn how you can master the upgrade successfully. Additional Information SAP Support Portal: SAP Solution Manager SAP Solution Manager usage rights Media Center of SAP Solution Manager 7.2 SAP Solution Manager - Training & Services (EGI) SAP Help Portal: SAP Solution Manager provides all capabilities and enables all services for SAP Enterprise Support. As a first step we recommend jumping into the Solution Manager landing page support.sap.com/solutionmanager and click on “First Steps”. You can access various resources on this page, including SAP Solution Manager Documentation, Installation Guides, and the EGI session.

GETTING STARTED with Innovation & Value Realization SAP Solution Manager – Activate SAP EarlyWatch Alert SAP Solution Manager is not applicable for SAP Cloud only customers Activate SAP EarlyWatch Alert for productive systems to: Monitor the essential administrative areas of SAP components Keep you up to date on their performance and stability Stay informed by running system checks automatically Allow you to react to issues proactively, before they become critical Additional Information SAP ONE Support Launchpad: SAP EarlyWatch Alert Workspace SAP Support Portal: SAP EarlyWatch Alert proactive monitoring SAP Help Portal: SAP EarlyWatch Alert SAP Note: How to Access the SAP EWA Fiori ) Apps in the Cloud (SAP Note Using SAP EWA (Note ) SAP EWA processed at SAP (Note ) The SAP EarlyWatch Alert is an important part of making sure your core business processes work. This tool monitors the essential administrative areas of SAP components and keeps you up to date on their performance and stability . The SAP EarlyWatch Alert runs automatically to keep you informed, so you can react to issues proactively, before they become critical. The SAP EarlyWatch Alert is most effective when activated for all SAP components in your solution. It is covered by your maintenance agreement with SAP with no extra charge and is a technical prerequisite to perform other remote delivery services. In addition to the SAP EarlyWatch Alert, which is processed per system, there is the SAP EarlyWatch Alert for Solutions, which summarizes the results for a set of systems inside a solution. It gives an overview of solution-based KPIs and alerts and evaluates the performance of cross-component business processes.

User Monitoring & User Tracing Integration Monitoring
Innovation & Value Realization GETTING STARTED with Innovation & Value Realization Scope of Hybrid Support SAP Solution Manager is not applicable for SAP Cloud only customers User Monitoring & User Tracing to ensure availability and performance of SAP Cloud scenarios from end user perspective Integration Monitoring to ensure reliable data exchange between On Premise and Cloud components and vice versa Business Process Monitoring to provide Business Process KPI’s for SAP Cloud Scenarios Data Consistency Management to ensure consistency of data stored in SAP Cloud and Customer On Premise Exception Management to forward relevant application exceptions from SAP Cloud components to Customer On Premise operations SAP Cloud Platform Cloud Edition

SuccessFactors SAP ERP (Backend)
Innovation & Value Realization GETTING STARTED with Innovation & Value Realization Integration Monitoring & Exception Management for SuccessFactors SuccessFactors specific application exceptions & integration errors are orchestrated to an End-to-End view in SAP Solution Manager or Focused Run SuccessFactors SAP ERP (Backend) SuccessFactors Integration Add-on Cloud Employee Central Recruiting Compensation Performance & Goals ,,, Scheduled Jobs Simple integration SFAPI SAP Cloud Platform Integration SAP Process Integration FTP / SFTP Adapter SuccessFactors related Issues Integration Platform related Issues Application related Issues System related Issues Integration Monitoring On-Premise Execution Manager Data Replication Monitor DRM & Event OData API

GETTING STARTED with Innovation & Value Realization SAP Support Backbone Update SAP's Support Backbone is the central infrastructure located at SAP to provide technical support to our customers. SAP plans to finalize the update of the SAP Support Backbone by January 1, 2020. The most important changes are upgrading to https communication and enabling server certificates to use SSL. This update affects SAP Solution Manager and SAP systems which are communicating with the SAP Support Backbone. In SAP Solution Manager 7.2, the Support Hub connectivity enables the updated exchange of data with the SAP Support Backbone. More information Overview page in the SAP Support Portal Transition essentials Creation of users for support hub communication After January 1st 2020, SAP Solution Manager systems on SP stack level lower than SPS07 are not able to communicate with the SAP Support Backbone anymore. Customers need to prepare before January 1st, 2020. Customer Situation 1: Customer system is already on SAP Solution Manager 7.2: Implement SPS07 (plus additional SAP Notes*) or implement SPS08. Customer Situation 2: Customer system is still on SAP Solution Manager 7.1: Request a technical S-User Upgrade to SAP Solution Manager 7.2 SPS07 (plus additional SAP Notes*) or upgrade to SPS08 Important: If these actions are prepared well in advance, no activities have to be done on January 1st, On this date only the backend changes come into effect. SAP's Support Backbone is the central infrastructure located at SAP to provide technical support to our customers. The Support Backbone consists of several different systems for different purposes - for example, it provides the Support Portal infrastructure, the Maintenance Planner, the infrastructure behind SNOTE and the EarlyWatch Alert and much more. On the customer side, SAP Solution Manager connects to the Support Backbone to exchange data for various purposes (for example Maintenance Planner, EarlyWatch Alert, IT Service Management and many more). SAP always ensures that this critical infrastructure is up to date and secure. Currently, the Support Backbone infrastructure is updated. This also has an impact on the connectivity of the customer's SAP Solution Manager systems, as well as on the connectivity of all other systems communicating with SAP. The transition will be finalized in January 2020, and customers must act before this date to ensure a smooth transition. * The relevant additional SAP Notes for SPS07 will be published on this page once available.

GETTING STARTED with Innovation & Value Realization SAP Enterprise Support Advisory Council SAP Enterprise Support Advisory Council – Become an early adopter of the latest support innovations and directly influence SAP’s offering in a meaningful way based on your own requirements. Early adopter Close Collaboration Co-Innovation Pilot new offerings Expert access Direct feedback SAP Enterprise Support Advisory Council is your innovation channel, which enables you to exclusively access the latest support deliverables, and to influence SAP's support offerings in a meaningful way. The program is focused on co-innovation and close collaboration. By joining, you get access to an exclusive circle enabling you to become an early adopter of the latest support innovations and to profit from more investment from SAP, such as hands-on expert advice. Direct influence Transparency Customer SAP Intelligent Suite Intelligent Technologies & Digital Platform SAP Enterprise Support Cross-Topics Focus topics

Mission Critical Support
GETTING STARTED with Mission-Critical Support Reliable end-to-end support across all deployment scenarios 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. 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 the issues that arise, mission-critical support is a cornerstone of SAP Enterprise Support. It 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. We will provide you an overview of topics like SAP ONE Support Launchpad, Next Generation Support, Service Level Agreement (SLA) and escalation handling. In addition, we will cover the incident creation part. A single, intuitive interface to access support resources. By using customizable role profiles, the SAP ONE Support Launchpad displays only relevant applications and insights to help ensure an efficient and user-friendly experience. 24x7 availability independent of your deployment model, with CALL-1-SAP as your global toll-free telephone number for contacting SAP support. Profit from the features of the Next-Generation Support approach. Minimized business disruption and accelerated problem resolution thanks to best-in-class service level agreements for a timely initial reaction and a corrective action.

GETTING STARTED with Mission Critical Support SAP ONE Support Launchpad SAP ONE Support Launchpad – Performing support tasks is simplified by user-centric applications accessed through one central entry point: the SAP ONE Support Launchpad. Overview Benefits Access Preview The SAP ONE Support Launchpad provides a user-centric entry point for all SAP Customers and Partners - independent of their SAP solution More than 70 applications around Service & Support! And more to come. Watch the video Register for your Demo today! Easy access to applications and information according to the users role. Pro-active and guided Simplified UI based on SAP Fiori Global Search for quickly finding answers, support assets, and fast inter-application navigation Strong Favorites Concept Holistic overview of your support assets in one place Direct access via: Access via the SAP Support Portal Access via QR-Code: : Performing support tasks has been simplified by user-centric applications that are accessed through one central entry point: the SAP ONE Support Launchpad. The launchpad provides access to task-driven support resources in an intuitive interface. Customizable role profiles ensure that only the relevant applications and insights are displayed, to ensure an efficient and user-friendly experience. Mobile Desktop

GETTING STARTED with Mission Critical Support Next Generation Support
Self-service and incident prevention SAP Support today Industry-leading proactive and preventive support across all deployment scenarios Next-Generation Support Groundbreaking support for the intelligent enterprise Real-time interactions Thanks to our innovative next-generation support, we always leverage the latest innovations and technologies, such as Artificial Intelligence and Machine learning to enhance your digital support experience. You can also benefit from real-time interactions and self-service and incident prevention aimed at reducing/avoiding tickets with faster solutions. Digital support experience Artificial Intelligence / Machine learning

GETTING STARTED with Mission Critical Support Next Generation Support
There are several comprehensive, self-service offerings, which enable you to prevent incidents and instantly find answers to any questions that may arise. We offer real-time support channels with live and direct access to SAP’s support experts, creating a faster and more direct route to issue resolution – anytime, anywhere, and from any device. Benefit from a seamless and intuitive omnichannel support experience with personalized, context- sensitive support when and where you need it. SAP constantly innovates to improve our products and provide you with a world-class support experience. As thought leaders, we aim to provide you with state-of-the-art support including machine learning and AI-driven services. SAP Knowledge Base Articles (KBAs) via Google search Automatic translation SMS notifications Guided Answers SAP BusinessObjects BI support tool Automated search for SAP Notes Performance Assistant SAP Community SAP Support Portal Support by Product Expert Chat Schedule an Expert Ask an Expert Peer (Feature Trial) Call-1-SAP & Customer Interaction Center (CIC) Thought leadership AI/ Machine Learning SAP ONE Support Launchpad Built-in support Cloud Availability Center SAP Cloud Trust Center Social Media integration Self-service and incident prevention Real-time interactions AI / Machine Learning Digital support experience The Next-Generation Support at SAP vision provides true always-on support, essential to digital enterprises, with live support channels, context-sensitive help and built-in support in our software and self-service access to SAP’s knowledge base and user community. Using this approach, we provide direct access to our top-level support experts when needed. In addition, we’re adding proactive and predictive services to help you get solutions before you need support. There are 4 key focuses in the Next-generation Support to enable you to become an intelligent enterprise. There are several comprehensive, self-service offerings, which enable you to prevent incidents and instantly find answers to any questions that may arise. You can also leverage real-time support channels with live and direct access to SAP’s support experts from any device at any time. In addition, you can enjoy a seamless and intuitive omnichannel support experience with customized, context-sensitive support. Finally, you can benefit from the constant innovations from SAP with improved products and services, including machine learning and cognitive computing driven services. For further details please visit the SAP Support Portal

GETTING STARTED with Mission Critical Support Service-Level Agreements
Service-level agreements – SAP’s commitment to timely initial response and corrective action means you can rely on fast support for your most critical business needs. Accelerated problem resolution for productive system incidents and critical projects Minimized business disruption and reduction of unforeseen downtime Reduced financial impact of support issues 1 2 Incident Priority 1 hour 4 hours* Initial Response Time 4 hours n/a Corrective Action (Work-around / action plan) With its service level agreements, SAP commits to provide a timely initial response and corrective action for you. We provide accelerated problem resolution for productive system incidents and critical issues, helping you minimize business disruption, reduce unforeseen downtime, and reduce the fiscal impact of support issues. Here you can see some details for priority 1 and 2 issues within the service level agreements regarding the initial response time and corrective action. Click here to view the SAP Enterprise Support scope description (including SLA details)  *Prio 2: Only during SAP’s local office time for on-premise related issues

GETTING STARTED with Mission Critical Support Customer Incident - SAP ONE Support Launchpad The incident form on the SAP ONE Support Launchpad is used to report technical issues/errors related to your SAP products or SAP support applications. Refer to SAP Note for more detailed steps on creating a support incident. Create customer incident with following content (SAP Note ): Select the correct component/system/product/installation (see SAP Note for Cloud incidents): Selecting an incorrect system/product or installation for the incident may have negative impact on the processing of the incident you submit The support contract depends on the installation, and if an incorrect system/product is selected, different SLA’s and resulting different processing times will apply to the incident. 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 ) (if required) Carefully select the incident priority (SAP Note 67739) Record only one issue per incident (SAP Note 50048) Additional Information SAP Support Portal: Incidents Knowledge Base PDF: Support Essential: What a Customer Should Know About SAP Incident Processing For any problem with this application create an incident under component: “XX-SER-SAPSMP-IBX” 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

GETTING STARTED with Mission Critical Support System Data Maintenance
System Data Maintenance is not applicable for SAP Cloud only customers Up-to-date system data is the basis for a great support experience: Correct system data helps to achieve a higher quality of search results (e.g. search for SAP Notes) Some support applications refer automatically to the system data in order to avoid a repetitive input of data (e.g. create a customer incident) Functions which ease system data maintenance: The system data overview report allows to review maintained system data at a glance and to easily update them System data synchronization between SAP Solution Manager and SAP Support Portal can be used Additional Information SAP Support Portal: Learn about System Data Maintenance SAP Help Portal: Synchronize System Data with SAP Support Portal SAP Note: System data maintenance collective note (172481) Finally, the System Data Maintenance is where you keep system data up-to-date , to improve service quality for most applications. Note this is not relevant for Cloud systems. You should ensure that the System Data is accurate and updated as soon as any changes happen within your system landscape. One benefit of doing this is that repeated data input in the SAP Incident Wizard then becomes unnecessary. In addition, the SAP Notes search is based on system-relevant data. There are several functions available to simplify system data maintenance. For example, the system data overview report, which allows you to review system data at a glance and easily update it. The system data synchronization between SAP Solution Manager and SAP Support Portal can also be used.

Enhancing the foundation
SAP Preferred Care / SAP Preferred Success Enhancing the foundation Proactive and preventive support Across all deployment options Empowerment Innovation and value realization Mission-critical support Collaboration SAP Enterprise Support The foundation for customer success SAP Enterprise Support is the foundational support offerings, enabling the intelligent enterprise. On top of SAP Enterprise Support, we provide SAP Preferred Care / SAP Preferred Success, which enhance the foundation and provide additional values in all 4 pillars, as mentioned previously. SAP Preferred Success is a bundle that provides exclusive access to resources for accelerated adoption of your cloud solution, role-based learning, and enhanced incident handling. The SAP Preferred Success plan is an add-on to SAP Enterprise Support, cloud editions, and is currently available for SAP SuccessFactors, SAP S/4HANA Cloud, SAP Customer Experience, and SAP Cloud Platform. We are dedicated to customer success and we commit to provide you with proactive and preventive support, regardless of your deployment options.

SAP Enterprise Support, cloud editions
SAP Preferred Success Plan Enhancing the Foundational SAP Enterprise Support, Cloud Editions Success Resources Learning Resources Advanced Support Guided by Customer Success Manager Guided onboarding experience Collaborative and optimized release planning Solution consumption planning and monitoring Success checks Enhanced engagement reporting Tailored based on your needs and evolving best practices Proactive identification of learning opportunities System administrator and key user trainings Access to SAP Learning Hub, Solution Editions Access to best practices, including testing and release methodology Accelerated support with mitigation tactics Best cloud service levels from SAP: 50% faster response time targets for priority 2-4 incidents with SAP product support Resolution target on priority 2 incidents Prioritization in the support queue Additional support expertise and advocacy SAP Enterprise Support, cloud editions Self-serve and stand ready Proactive checks Access to product expertise SAP Enterprise Support value maps Schedule an Expert** and meet-the-expert sessions Release update information Self-service onboarding, product road map information, and reporting Enterprise, standardized content Learning resources from the SAP Enterprise Support Academy SAP Help Portal documentation Rich support knowledge base and backbone Service-level agreements SAP support knowledge base / notes Next-Generation Support features Global support backbone SAP Preferred Success SAP Enterprise support cloud edition is self-service in nature and is standardized for all SAP cloud subscribers. SAP Preferred Success provides a guided engagement tailored to your business objectives with exclusive live enablement opportunities. With SAP Preferred Success you can expect: Faster outcomes: Success checks, tailored training plans, tailored release planning to align solution capabilities with strategic goals Closer alignment with SAP fit to standard to maximize value: Success checks Faster issue resolution to meet advanced SLAs.: SAP resources focused on improving communications and change management coordination between SAP and customer teams Coordination on the resolution of top issues, jointly agreed with the customer. HOW? Working with SAP Enterprise Support, Cloud Edition teams, customers and partners drive joint coordination plans to manage end-customer and key stakeholder expectations for issue resolution. The role of advanced support in SAP Preferred Success in escalations is two-fold: Proactive and focused around escalation mitigation Reactive and focused on bringing insight on the customer scenario to resources in the SAP support backbone during mission-critical scenarios

SAP Preferred Success Realizing value through every stage of your solution experience
Onboard Utilize Optimize Guided Onboarding Getting Started with SAP Preferred Success. We want to ensure you get the most out of your engagement with us. Learn about your entitlements and benefits as a SAP Preferred Success customer. SAP Preferred Success Community Join the SAP Preferred Success Community to collaborate with other SAP cloud users and SAP subject matter experts. Leverage the community to get help, share ideas, and connect with others. Proactive safe-start approach Attend a safe-start go-live webinar check to decrease the administrative effort and increase assurance before go-live. Advanced target service-level agreements Benefit from quicker initial response times and resolution targets for non-defect issues through enhanced target SLAs. You’ll get these from contract signature through the lifetime of your subscription. Prioritized handling of top issues Prioritized 24/7 handling of P1 and P2 issues. Metric-driven consumption planning Realize better business outcomes. Proactive alerts to the SAP Preferred Success teams trigger when your solution and features are underutilized. We then orchestrate success resources on your behalf. Collaborative and optimized release planning for new features Prepare for and execute a successful release. Expect proactive notification on release timelines and resources. You’ll then receive release notes based on your environment and get suggestions for relevant training. Testing best practices Learn the best in testing practices as you prepare for your quarterly release and establish a test strategy. Exclusive, focused learning components Leverage the collaborative learning community to gain insight from other users. Access webinars with experts to increase knowledge and understanding on technical and functional topics. System administrator and end-user trainings Receive relevant and timely training to increase skills of end-users and administrators. Peak-time planning Receive invites and access to exclusive webinars that cover best practices for peak-time planning, such as your employee performance or accounts receivable cycles. Enhanced success and engagement reporting Access reports and dashboards regarding the engagement and productive use of the solution throughout the entire lifecycle. Engagement tracking checkpoints Access success resources to answer questions related to critical issues, reporting, and best practices. You can reach out proactively via the CALL-1-SAP line during business hours. During your initial welcome and onboarding period, we will introduce you to the value of SAP Preferred Success, provide access to guided onboarding resources in our SAP Preferred Success Community and present the learning content that is relevant for the early stages of your implementation project. Your benefits in Preferred Success include quicker response times, prioritized incident handling, collaboration tools, and access to SAP functional expertise through our platforms and webinars. Once you are live, you enter the “Utilize” phase. During this phase we shift the focus to help you through a successful release and effectively maximize and sustain adoption of your SAP cloud solutions. During this phase, you can expect relevant proactive guidance and information regarding: Quarterly release planning Early Warning adoption alerts, for example top features, end-of-life features, top features not enabled… Solution-specific release content Using SAP Preferred Success, you will accelerate your return and ensure your processes are optimized and more efficient. You will keep your teams up-to-date on the latest innovations in releases and learn the latest SAP best practices for testing, processes, and products. Once you’re onboarded to Preferred Success, and you are comfortable using and managing the existing solution, you will be ready to begin optimization. Using SAP Preferred Success, you can secure your investment for the future by accessing reports and dashboards regarding your engagement, plan for cycles or events when your system is hitting peak performance and usage, and maintain better access to support expertise from SAP. Let us help you avoid incidents and get faster issue resolution when issues arise.

SAP Enterprise Support, Cloud Editions
SAP Preferred Success Advanced Support: Target Service-Level Agreement Enjoy prioritized 24/7 handling of Priority 1 and Priority 2 issues. Benefit from quicker initial response times and resolution targets for non-defect issues through enhanced target SLAs, which are included with SAP Preferred Success. You’ll get these from contract signature through the lifetime of your subscription. SAP Enterprise Support, Cloud Editions SAP Preferred Success Priority Initial Response Time Resolution Target 1 1 hour (RT) 4 hours (RT) 2 - 2 hours (RT) 3 BD 3 1 BD 4 hours (OH) 4 2 BD Get the best help when and where you need it with support features for the SAP Preferred Success plan. If something goes wrong, our solution experts are here to help you. SAP Preferred Success enhances the support delivered through SAP Enterprise Support, cloud editions. Enjoy prioritized 24x7 handling of Priority 1 and Priority 2 issues. Benefit from quicker initial response times and resolution targets for non-defect issues through enhanced target Service Level Agreements, which are included with SAP Preferred Success. RT= Real time, OH= Office hours, BD= Business day Click here to view the SAP Cloud Support Policy with SLA details

Thank you.

Appendix

GETTING STARTED with Collaboration Useful Links and SAP Notes (1/4)
Contact us (CALL-1-SAP / CIC) (SAP Note Customer Interaction Center: Hotline Numbers & Addresses ) SAP Enterprise Support Report SAP One Support Launchpad Collaboration On-Premise sample Enterprise Support Report (short version) SAP Support Backbone SAP Support Portal SAP Community SAP SuccessFactors Community ( Personal Demo) SAP Enterprise Support Value Maps This slide lists many useful links and notes which have been presented in the COLLABORATION section.

GETTING STARTED with Empowerment Useful Links and SAP Notes (2/4)
SAP Enterprise Support Academy SAP Learning Hub Quick guide Short video: How to sign up for the SAP Learning Hub Short video: How to search in SAP Learning Hub Delivery Formats This slide lists many useful links and notes which have been presented in the EMPOWERENT section.

GETTING STARTED with Innovation & Value Realization Useful Links and SAP Notes (3/4)
Customer value experience tools SAP Innovation and Optimization Pathfinder Customer overview presentation Business Scenario Recommendations for SAP S/4HANA Solution Manager Value Report Innovation Discovery SAP Fiori Apps Library & SAP Fiori Apps Recommendations SAP Enterprise Support Advisory Council This slide lists many useful links which have been presented in the INNOVATION & VALUE REALIZATION section.

GETTING STARTED with Mission Critical Support Useful Links and SAP Notes (4/4)
SAP ONE Support Launchpad Next Generation Support Knowledge Base Article on how to configure notification for new or changed SAP Notes or SAP Knowledge Guided Answers Video Guided Answer - Search Knowledge Base - Search Service-Level Agreement 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 section.

Useful Links and SAP Notes
SAP Preferred Success SAP Preferred Success Community Join the community by registration on the SAP Preferred Success Enablement Portal (Video to summarize the community and help you in getting more out of it) SAP Cloud Support Policy with SLA details Cloud Availability Center This slide lists many useful links and notes for SAP Preferred Success

SAP Digital Business Services February, 2019

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