Choose the Right SAP Support Option

SAP Enterprise Support vs. SAP Standard Support

© 2012 SAP AG. All rights reserved. Version 1.0, August 2012 2

Choose the Right SAP Support Option – Page 1/2 SAP Enterprise Support is the primary offering & best choice for our clients

SAP Enterprise

Support

SAP Standard

Support

Innovation & Continuous Improvement: Update, enhance, and secure your systems

New software releases & SAP enhancement packages

Support packages

Technology updates

Legal changes

Access to ABAP source code

Preconfigured test cases, templates, and tools

Advanced support for latest SAP innovations

Access to accelerated innovation enablement services

SAP modification justification check & SAP custom code maintainability check

Extended Maintenance included (for SAP R/3 4.6c, SAP R/3 4.7, SAP ERP 2004)*

Mission Critical Support: Get fast relief in critical situations to ensure business continuity

Message processing

24x7 access to support advisory center

24x7 root cause analysis & production down support

Service Level Agreement incl. corrective action fro prio1 messages

Custom code support, e.g. problem resolution fro prio1 messages

* Status as of August 2012

© 2012 SAP AG. All rights reserved. Version 1.0, August 2012 3

Choose the Right SAP Support Option – Page 2/2 SAP Enterprise Support is the primary offering & best choice for our clients

SAP Enterprise

Support

SAP Standard

Support

Preventive Support: Reduce technical risks and receive insights on optimization potentials

Access to core support content in SAP Service Marketplace, incl. SAP Notes assistant

Continuous system monitoring via the SAP EarlyWatch Alert

Basic proactive remote services, e.g. SAP EarlyWatch / GoingLive / OS-DB Migration Check

Advanced proactive remote services, incl. a large number of optimization services

Numerous continuous quality checks, e.g. for implementation, security optimization, upgrade

Support for CCoE which drives transparency and integrated quality management for resolution

of critical challenges across SAP solution operations

Customer specific SAP Enterprise Support report

End-to-End Application Lifecycle Management: Manage SAP and non-SAP solutions

Core SAP Solution Manager functionality for supporting SAP delivered solutions

SAP Solution Manager incl. application lifecycle management and IT service management for

the entire customer solution, incl. SAP and non-SAP solutions

SAP Solution Manager enablement & training capabilities, e.g. expert guided implementations

Two free licenses of HP Quick Test Professional 11 for test management

Knowledge Transfer: Get enabled in a fast and easy to consume way

Self-service via SAP Service Marketplace, SAP Support Portal, SCN, etc.

Innovative enablement via SAP Enterprise Support Academy, incl. SAP expert engagement

Access to best practices and guided self-services