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SAP Digital Business ServicesDecember 2018
Getting Started with SAP Enterprise SupportSAP C4HANA
NOTE Delete the yellow stickers when finished
See the SAP Image Library for other available images
Once the custom image is inserted click Formatagrave Send Backwardagrave Send to Back so the motion band is on top of the image
2PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Digital Business Services ndash Your business transformation partner
With Working Expertise Derived Frombull 400000+ Customersbull 80 of the Fortune 500 across 25 industriesbull For over 45+ years
bull ~ 19000 SAP Digital Business Services Professionals Worldwidebull 110 Nationalities Located in 62 Countriesbull Serving SAP Customers in 180+ Countries
3PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Enterprise Support ndash The foundation for customer success
SAP Enterprise SupportThe foundation for customer success
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
Digital core Breakthroughinnovations
Cloud
Intelligent enterprise
Seamless consumption of innovation I Fast value realization I Business outcomes I End-to-end optimization
4PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Note SAP Hybris Cloud for Sales + SAP Hybris Cloud for Services = SAP Cloud for Customer
SAP C4HANA ndash Rebranding
SAPSalesCloud
SAPMarketing
Cloud
SAPCommerce
Cloud
SAPServiceCloud
bull SAP HybrisMarketing
bull SAP HybrisCustomer Attribution
bull SAP Hybris Loyalty
bull SAP Hybris DigitalAsset Managementby OpenText
bull SAP HybrisCommerce Cloud
bull SAP Hybris Cloudfor Sales
bull SAP Revenue Cloud
+
o SalesPerformanceManagement
o Configure PriceQuote
o hellip
bull SAP Hybris Cloudfor Service
bull SAP CustomerEngagement Center
bull SAP HybrisKnowledge Centralby MindTouch
+
+
SAPCustomer Data
Cloud
bull SAP Hybris Profile
+
5PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP C4HANA ndash Unified Customer Experience
Further information can be found here httpswwwsapcomproductscrm-commercec4-hana-cx-suitehtml
SAP Cloud Platform extension factory (Kyma)Cloud-Native Microservice Based Universal Innovation and Agility Platform
Unified Intelligent User ExperienceConversational Contextual and Intelligent UX
SAP Customer Data CloudBuild Customer Trust and Loyalty
SAP Marketing CloudMarket with Intelligence in the
Moment
SAP Sales CloudBuild Relationships and Guide
Customers Throughout their Journey
SAP Commerce CloudPersonalized Shopping Experience
across Touchpoints
SAP Service CloudMake Customers Happy
Internet of Things
Microservices Extensions
Machine Learning Integration Blockchain
Built-inIntelligence
6PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Support expertsGet valuable advice from our team of 8000+experienced support experts backed up by
15000+ developers globally
SAP Enterprise Support value mapsLeverage value maps to quickly identify the
relevant SAP Enterprise Support services toolsand expertise for your business needs
GETTING STARTED with CollaborationRealize business outcomes through collaboration with SAP experts
CollaborationReceive guidance from SAP support experts by interacting with them through the award-winning SAP Enterprise Support value map program The support advisory team guidesyou during mission critical situations
Collaboration
7PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCALL-1-SAP
bull In many countries the toll-free number for contacting SAP support is accessible through landline phones and some mobile providers Itgives you access to a service menu that allows you to select the specific SAP product area you require connecting you directly to an SAPsupport representative
bull Access to service menu to select a specific product area you requirePress 1 - For SAP Business Suite NetWeaver Business Analytics or Sybase supportPress 2 - For Ariba Fieldglass and Concur Customer SupportPress 3 - For Customer Experience supportPress 4 - For SAP money customer and suite Cloud products supportPress 5 - For SuccessFactors Cloud products supportPress 6 - For any other SAP products and services including SAP HANA Enterprise Cloud and Sybase 365 known as SAP Digital InterconnectPress 7 - To listen to the menu in another languagePress 8 - To listen to this menu again
bull 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 IrelandSupport Center +353 91432764
+800
Collaboration
8PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Interaction Center
bull The SAP CIC is the contactchannel for any non-technicalquestions includingbull Existing incidentsbull The SAP ONE Support
Launchpad and supportingapplications
bull S-User queries and supportbull SAP remote service
requestsbull The SAP CIC can be reached
by phone chat or e-mail
Overviewbull The SAP CIC is available 24
hours a day 7 days a week365 days a year and providesa central point of contact forassistance with non-technicalqueries
bull A Universal free-phone numberfor contacting SAP supportaccessible in most countriesthrough landline phones andsome mobile providers
bull Access to a product areaspecific IVR call routing menunow including SAP AribaConcur and SAP Fieldglasssolutions
Benefitsbull You can access the SAP CIC
from the SAP Support Portal orthrough the SAP One SupportLaunchpad
bull Direct access
bull Chat with CIC
bull Call CIC
bull E-mail CIC
bull Learn more here
bull Access to CIC
bull Topics to contact CIC
bull Reference Guide
Access
SAP Support Portal
SAP ONE Support Launchpad
Collaboration
The SAP Customer Interaction Center is one of the interfaces between customers and the SAP supportorganization It is available 24 hours a day 7 days a week 365 days a year and provides a central point of contactfor assistance with nontechnical queries
Preview
9PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Best Practice Guidance Offeringbull SAP Customer Experience Wiki
- Best Practice GuidanceOfferings
bull Overview Videobull Book Now
Additional InformationGuidance Calls are designed to address key topics that individually or as a wholewill help you to meet your adoption goals and increase user experience There isno preparation required on your end for this one hour and free of charge guidanceoffering
10PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Guidance Name High Level Description amp Value for the Customer Product
Adoption Preparation Share key considerations and build the foundation for improved user adoption SAP Cloud for CustomerSAP Marketing Cloud
Cloud Governance and Onboarding Provide a brief overview of Best Practices commonly overlooked activities and additional self-serviceand scheduled resources
SAP Cloud for CustomerSAP Marketing CloudSAP Commerce Cloud
Classic Implementation Risks and how toovercome them
Review typical risks and issues faced by customer implementation projects and how they areovercome SAP Cloud for Customer
Analytics and Best Practices Develop Analytics and Best Practices with a high-level system demo and guidance call SAP Cloud for Customer
Performance Optimization Enable customers to monitor and troubleshoot the most common system performance issues thatcan occur throughout the lifecycle SAP Cloud for Customer
Guidance to the Right Resources Introduce use-case specific enablement resources to support customers on their cloud journeys SAP Cloud for CustomerSAP Commerce Cloud
How to Engage with Support Learn how to efficiently engage with SAP Support SAP Cloud for CustomerSAP Marketing Cloud
How to Prepare for Cloud Upgrades Establish SAP upgrade process understanding and recommended quarterly upgrade cycle steps SAP Cloud for CustomerSAP Marketing Cloud
Go-Live Readiness Realize Go-Live Readiness with a series of guidance checks indicating potential risk Ensuresuccessful go-live measures are in place
SAP Cloud for Customer
11PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Report
The SAP Enterprise Support Report (ESR) collects and consolidates informationfrom the past 6 months and provides a 360-degree overview of your systemenvironment
bull The report serves as an ideal starting point for discussions on how to improveyour IT operations and realize your innovation objectives
bull You are entitled to receive an SAP Enterprise Support report at no additionalcost as part of the SAP Enterprise Support agreement
bull Generate a fully automated On-Premise or Cloud Enterprise Support report inthe SAP One Support Launchpad using the ldquoSAP Support Report Documentrdquotile
The SAP Enterprise Support Report is only currently available for the SAP Cloudfor Customer and SAP Hybris Marketing products
SAP One Support Launchpadbull SAP One Support LaunchpadSAP Support Portalbull CollaborationPDFbull On-Premise sample Enterprise
Support Report (short version)bull ESR Info Sheet
Additional Information
Collaboration
12PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Overview
A Customer Center of Expertise (Customer COE) drives transparency andintegrated quality management for critical challenge resolution across SAPsolution operations
SAP Support Portal
bull Customer Center of Expertise
bull Primary Customer COE
bull Getting Started with PrimaryCustomer COE Certification
bull Learn about the Value of aPrimary Customer COE
bull InformationManagement
bull Contract amp LicenseManagement
bull Innovation amp Influencebull Support Operations
FUNCTIONS
bull Complete checklist andsubmit to SAP
bull Customer incident will beautomatically generatedon behalf of the customerunder componentSV-BO-REQ
bull SAP validates tabulates thescore from the checklist
bull Customer is notifiedof certification results
CERTIFICATION PROCESS
bull Maximum 2 yearsbull Recertification at least
every 2 years
VALIDITY
Additional Information
Collaboration
13PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Readiness Checklist
In order to achieve Customer COE certification the following items must be considered
bull Serve as primary contactpoint for all SAP-specificquestions
bull Organize accessto SAP information
bull Distribute information tospecific target groups(management end users orproject teams)
bull Initiate knowledge platformson SAP topics andinformation exchangemeetings
INFORMATIONMANAGEMENT
bull Focus on areas where yourbusiness requirements arenot covered by SAPstandard functional scope
bull Stay informed about internalprocesses tools andservicesto avoid SAP source codemodifications
INNOVATION ampINFLUENCE
bull Set-up a supportorganization with a sufficientnumber of supportconsultants
bull Enable collaboration withSAP support in all areassuch as incidentmanagement problemmanagement SAP SolutionManager usage and supportservices
SUPPORTOPERATIONS
bull Ensure the usage ofpurchased licensesaccording to what has beenlicensed to mitigate potentialimplicationsof using unauthorizedlicenses
CONTRACT amp LICENSEMANAGEMENT
For further details please visit httpssupportsapcomsupport-programs-servicesccoeprimary-ccoehtml
Collaboration
14PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Basic Functions for Hybrid Solutions
FRAMEWORK TO DIGITIZE BUSINESSESThrough organic innovations and strategic acquisitions SAP has the best solution portfolio and expertise required to enableour customerrsquos digital strategy
Inno
vatio
n I
nflu
ence
SAP
Supp
ort
Information
Contract amp License
Collaboration
15PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
httpswwwsapcomcommunity X
httpssupportsapcom X
GETTING STARTED with CollaborationSAP Support Backbone
SAPs professional social network to get help shareideas and connect with others
bull Discussion forums blogs amp videos
bull Quick access to expert advice
bull Online trainings
bull Software downloads
Collaboration
Your one stop for all support andservice related needs
bull SAP Notes search and incident wizard
bull SAP software distribution center
bull Administration of remote connections
bull License key amp requests
bull SAP service amp software catalog
bull SAP Enterprise Support Academy
bull SAP Enterprise Support Report
bull SAP ONE Support Launchpad
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
2PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Digital Business Services ndash Your business transformation partner
With Working Expertise Derived Frombull 400000+ Customersbull 80 of the Fortune 500 across 25 industriesbull For over 45+ years
bull ~ 19000 SAP Digital Business Services Professionals Worldwidebull 110 Nationalities Located in 62 Countriesbull Serving SAP Customers in 180+ Countries
3PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Enterprise Support ndash The foundation for customer success
SAP Enterprise SupportThe foundation for customer success
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
Digital core Breakthroughinnovations
Cloud
Intelligent enterprise
Seamless consumption of innovation I Fast value realization I Business outcomes I End-to-end optimization
4PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Note SAP Hybris Cloud for Sales + SAP Hybris Cloud for Services = SAP Cloud for Customer
SAP C4HANA ndash Rebranding
SAPSalesCloud
SAPMarketing
Cloud
SAPCommerce
Cloud
SAPServiceCloud
bull SAP HybrisMarketing
bull SAP HybrisCustomer Attribution
bull SAP Hybris Loyalty
bull SAP Hybris DigitalAsset Managementby OpenText
bull SAP HybrisCommerce Cloud
bull SAP Hybris Cloudfor Sales
bull SAP Revenue Cloud
+
o SalesPerformanceManagement
o Configure PriceQuote
o hellip
bull SAP Hybris Cloudfor Service
bull SAP CustomerEngagement Center
bull SAP HybrisKnowledge Centralby MindTouch
+
+
SAPCustomer Data
Cloud
bull SAP Hybris Profile
+
5PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP C4HANA ndash Unified Customer Experience
Further information can be found here httpswwwsapcomproductscrm-commercec4-hana-cx-suitehtml
SAP Cloud Platform extension factory (Kyma)Cloud-Native Microservice Based Universal Innovation and Agility Platform
Unified Intelligent User ExperienceConversational Contextual and Intelligent UX
SAP Customer Data CloudBuild Customer Trust and Loyalty
SAP Marketing CloudMarket with Intelligence in the
Moment
SAP Sales CloudBuild Relationships and Guide
Customers Throughout their Journey
SAP Commerce CloudPersonalized Shopping Experience
across Touchpoints
SAP Service CloudMake Customers Happy
Internet of Things
Microservices Extensions
Machine Learning Integration Blockchain
Built-inIntelligence
6PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Support expertsGet valuable advice from our team of 8000+experienced support experts backed up by
15000+ developers globally
SAP Enterprise Support value mapsLeverage value maps to quickly identify the
relevant SAP Enterprise Support services toolsand expertise for your business needs
GETTING STARTED with CollaborationRealize business outcomes through collaboration with SAP experts
CollaborationReceive guidance from SAP support experts by interacting with them through the award-winning SAP Enterprise Support value map program The support advisory team guidesyou during mission critical situations
Collaboration
7PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCALL-1-SAP
bull In many countries the toll-free number for contacting SAP support is accessible through landline phones and some mobile providers Itgives you access to a service menu that allows you to select the specific SAP product area you require connecting you directly to an SAPsupport representative
bull Access to service menu to select a specific product area you requirePress 1 - For SAP Business Suite NetWeaver Business Analytics or Sybase supportPress 2 - For Ariba Fieldglass and Concur Customer SupportPress 3 - For Customer Experience supportPress 4 - For SAP money customer and suite Cloud products supportPress 5 - For SuccessFactors Cloud products supportPress 6 - For any other SAP products and services including SAP HANA Enterprise Cloud and Sybase 365 known as SAP Digital InterconnectPress 7 - To listen to the menu in another languagePress 8 - To listen to this menu again
bull 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 IrelandSupport Center +353 91432764
+800
Collaboration
8PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Interaction Center
bull The SAP CIC is the contactchannel for any non-technicalquestions includingbull Existing incidentsbull The SAP ONE Support
Launchpad and supportingapplications
bull S-User queries and supportbull SAP remote service
requestsbull The SAP CIC can be reached
by phone chat or e-mail
Overviewbull The SAP CIC is available 24
hours a day 7 days a week365 days a year and providesa central point of contact forassistance with non-technicalqueries
bull A Universal free-phone numberfor contacting SAP supportaccessible in most countriesthrough landline phones andsome mobile providers
bull Access to a product areaspecific IVR call routing menunow including SAP AribaConcur and SAP Fieldglasssolutions
Benefitsbull You can access the SAP CIC
from the SAP Support Portal orthrough the SAP One SupportLaunchpad
bull Direct access
bull Chat with CIC
bull Call CIC
bull E-mail CIC
bull Learn more here
bull Access to CIC
bull Topics to contact CIC
bull Reference Guide
Access
SAP Support Portal
SAP ONE Support Launchpad
Collaboration
The SAP Customer Interaction Center is one of the interfaces between customers and the SAP supportorganization It is available 24 hours a day 7 days a week 365 days a year and provides a central point of contactfor assistance with nontechnical queries
Preview
9PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Best Practice Guidance Offeringbull SAP Customer Experience Wiki
- Best Practice GuidanceOfferings
bull Overview Videobull Book Now
Additional InformationGuidance Calls are designed to address key topics that individually or as a wholewill help you to meet your adoption goals and increase user experience There isno preparation required on your end for this one hour and free of charge guidanceoffering
10PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Guidance Name High Level Description amp Value for the Customer Product
Adoption Preparation Share key considerations and build the foundation for improved user adoption SAP Cloud for CustomerSAP Marketing Cloud
Cloud Governance and Onboarding Provide a brief overview of Best Practices commonly overlooked activities and additional self-serviceand scheduled resources
SAP Cloud for CustomerSAP Marketing CloudSAP Commerce Cloud
Classic Implementation Risks and how toovercome them
Review typical risks and issues faced by customer implementation projects and how they areovercome SAP Cloud for Customer
Analytics and Best Practices Develop Analytics and Best Practices with a high-level system demo and guidance call SAP Cloud for Customer
Performance Optimization Enable customers to monitor and troubleshoot the most common system performance issues thatcan occur throughout the lifecycle SAP Cloud for Customer
Guidance to the Right Resources Introduce use-case specific enablement resources to support customers on their cloud journeys SAP Cloud for CustomerSAP Commerce Cloud
How to Engage with Support Learn how to efficiently engage with SAP Support SAP Cloud for CustomerSAP Marketing Cloud
How to Prepare for Cloud Upgrades Establish SAP upgrade process understanding and recommended quarterly upgrade cycle steps SAP Cloud for CustomerSAP Marketing Cloud
Go-Live Readiness Realize Go-Live Readiness with a series of guidance checks indicating potential risk Ensuresuccessful go-live measures are in place
SAP Cloud for Customer
11PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Report
The SAP Enterprise Support Report (ESR) collects and consolidates informationfrom the past 6 months and provides a 360-degree overview of your systemenvironment
bull The report serves as an ideal starting point for discussions on how to improveyour IT operations and realize your innovation objectives
bull You are entitled to receive an SAP Enterprise Support report at no additionalcost as part of the SAP Enterprise Support agreement
bull Generate a fully automated On-Premise or Cloud Enterprise Support report inthe SAP One Support Launchpad using the ldquoSAP Support Report Documentrdquotile
The SAP Enterprise Support Report is only currently available for the SAP Cloudfor Customer and SAP Hybris Marketing products
SAP One Support Launchpadbull SAP One Support LaunchpadSAP Support Portalbull CollaborationPDFbull On-Premise sample Enterprise
Support Report (short version)bull ESR Info Sheet
Additional Information
Collaboration
12PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Overview
A Customer Center of Expertise (Customer COE) drives transparency andintegrated quality management for critical challenge resolution across SAPsolution operations
SAP Support Portal
bull Customer Center of Expertise
bull Primary Customer COE
bull Getting Started with PrimaryCustomer COE Certification
bull Learn about the Value of aPrimary Customer COE
bull InformationManagement
bull Contract amp LicenseManagement
bull Innovation amp Influencebull Support Operations
FUNCTIONS
bull Complete checklist andsubmit to SAP
bull Customer incident will beautomatically generatedon behalf of the customerunder componentSV-BO-REQ
bull SAP validates tabulates thescore from the checklist
bull Customer is notifiedof certification results
CERTIFICATION PROCESS
bull Maximum 2 yearsbull Recertification at least
every 2 years
VALIDITY
Additional Information
Collaboration
13PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Readiness Checklist
In order to achieve Customer COE certification the following items must be considered
bull Serve as primary contactpoint for all SAP-specificquestions
bull Organize accessto SAP information
bull Distribute information tospecific target groups(management end users orproject teams)
bull Initiate knowledge platformson SAP topics andinformation exchangemeetings
INFORMATIONMANAGEMENT
bull Focus on areas where yourbusiness requirements arenot covered by SAPstandard functional scope
bull Stay informed about internalprocesses tools andservicesto avoid SAP source codemodifications
INNOVATION ampINFLUENCE
bull Set-up a supportorganization with a sufficientnumber of supportconsultants
bull Enable collaboration withSAP support in all areassuch as incidentmanagement problemmanagement SAP SolutionManager usage and supportservices
SUPPORTOPERATIONS
bull Ensure the usage ofpurchased licensesaccording to what has beenlicensed to mitigate potentialimplicationsof using unauthorizedlicenses
CONTRACT amp LICENSEMANAGEMENT
For further details please visit httpssupportsapcomsupport-programs-servicesccoeprimary-ccoehtml
Collaboration
14PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Basic Functions for Hybrid Solutions
FRAMEWORK TO DIGITIZE BUSINESSESThrough organic innovations and strategic acquisitions SAP has the best solution portfolio and expertise required to enableour customerrsquos digital strategy
Inno
vatio
n I
nflu
ence
SAP
Supp
ort
Information
Contract amp License
Collaboration
15PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
httpswwwsapcomcommunity X
httpssupportsapcom X
GETTING STARTED with CollaborationSAP Support Backbone
SAPs professional social network to get help shareideas and connect with others
bull Discussion forums blogs amp videos
bull Quick access to expert advice
bull Online trainings
bull Software downloads
Collaboration
Your one stop for all support andservice related needs
bull SAP Notes search and incident wizard
bull SAP software distribution center
bull Administration of remote connections
bull License key amp requests
bull SAP service amp software catalog
bull SAP Enterprise Support Academy
bull SAP Enterprise Support Report
bull SAP ONE Support Launchpad
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
3PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Enterprise Support ndash The foundation for customer success
SAP Enterprise SupportThe foundation for customer success
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
Digital core Breakthroughinnovations
Cloud
Intelligent enterprise
Seamless consumption of innovation I Fast value realization I Business outcomes I End-to-end optimization
4PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Note SAP Hybris Cloud for Sales + SAP Hybris Cloud for Services = SAP Cloud for Customer
SAP C4HANA ndash Rebranding
SAPSalesCloud
SAPMarketing
Cloud
SAPCommerce
Cloud
SAPServiceCloud
bull SAP HybrisMarketing
bull SAP HybrisCustomer Attribution
bull SAP Hybris Loyalty
bull SAP Hybris DigitalAsset Managementby OpenText
bull SAP HybrisCommerce Cloud
bull SAP Hybris Cloudfor Sales
bull SAP Revenue Cloud
+
o SalesPerformanceManagement
o Configure PriceQuote
o hellip
bull SAP Hybris Cloudfor Service
bull SAP CustomerEngagement Center
bull SAP HybrisKnowledge Centralby MindTouch
+
+
SAPCustomer Data
Cloud
bull SAP Hybris Profile
+
5PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP C4HANA ndash Unified Customer Experience
Further information can be found here httpswwwsapcomproductscrm-commercec4-hana-cx-suitehtml
SAP Cloud Platform extension factory (Kyma)Cloud-Native Microservice Based Universal Innovation and Agility Platform
Unified Intelligent User ExperienceConversational Contextual and Intelligent UX
SAP Customer Data CloudBuild Customer Trust and Loyalty
SAP Marketing CloudMarket with Intelligence in the
Moment
SAP Sales CloudBuild Relationships and Guide
Customers Throughout their Journey
SAP Commerce CloudPersonalized Shopping Experience
across Touchpoints
SAP Service CloudMake Customers Happy
Internet of Things
Microservices Extensions
Machine Learning Integration Blockchain
Built-inIntelligence
6PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Support expertsGet valuable advice from our team of 8000+experienced support experts backed up by
15000+ developers globally
SAP Enterprise Support value mapsLeverage value maps to quickly identify the
relevant SAP Enterprise Support services toolsand expertise for your business needs
GETTING STARTED with CollaborationRealize business outcomes through collaboration with SAP experts
CollaborationReceive guidance from SAP support experts by interacting with them through the award-winning SAP Enterprise Support value map program The support advisory team guidesyou during mission critical situations
Collaboration
7PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCALL-1-SAP
bull In many countries the toll-free number for contacting SAP support is accessible through landline phones and some mobile providers Itgives you access to a service menu that allows you to select the specific SAP product area you require connecting you directly to an SAPsupport representative
bull Access to service menu to select a specific product area you requirePress 1 - For SAP Business Suite NetWeaver Business Analytics or Sybase supportPress 2 - For Ariba Fieldglass and Concur Customer SupportPress 3 - For Customer Experience supportPress 4 - For SAP money customer and suite Cloud products supportPress 5 - For SuccessFactors Cloud products supportPress 6 - For any other SAP products and services including SAP HANA Enterprise Cloud and Sybase 365 known as SAP Digital InterconnectPress 7 - To listen to the menu in another languagePress 8 - To listen to this menu again
bull 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 IrelandSupport Center +353 91432764
+800
Collaboration
8PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Interaction Center
bull The SAP CIC is the contactchannel for any non-technicalquestions includingbull Existing incidentsbull The SAP ONE Support
Launchpad and supportingapplications
bull S-User queries and supportbull SAP remote service
requestsbull The SAP CIC can be reached
by phone chat or e-mail
Overviewbull The SAP CIC is available 24
hours a day 7 days a week365 days a year and providesa central point of contact forassistance with non-technicalqueries
bull A Universal free-phone numberfor contacting SAP supportaccessible in most countriesthrough landline phones andsome mobile providers
bull Access to a product areaspecific IVR call routing menunow including SAP AribaConcur and SAP Fieldglasssolutions
Benefitsbull You can access the SAP CIC
from the SAP Support Portal orthrough the SAP One SupportLaunchpad
bull Direct access
bull Chat with CIC
bull Call CIC
bull E-mail CIC
bull Learn more here
bull Access to CIC
bull Topics to contact CIC
bull Reference Guide
Access
SAP Support Portal
SAP ONE Support Launchpad
Collaboration
The SAP Customer Interaction Center is one of the interfaces between customers and the SAP supportorganization It is available 24 hours a day 7 days a week 365 days a year and provides a central point of contactfor assistance with nontechnical queries
Preview
9PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Best Practice Guidance Offeringbull SAP Customer Experience Wiki
- Best Practice GuidanceOfferings
bull Overview Videobull Book Now
Additional InformationGuidance Calls are designed to address key topics that individually or as a wholewill help you to meet your adoption goals and increase user experience There isno preparation required on your end for this one hour and free of charge guidanceoffering
10PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Guidance Name High Level Description amp Value for the Customer Product
Adoption Preparation Share key considerations and build the foundation for improved user adoption SAP Cloud for CustomerSAP Marketing Cloud
Cloud Governance and Onboarding Provide a brief overview of Best Practices commonly overlooked activities and additional self-serviceand scheduled resources
SAP Cloud for CustomerSAP Marketing CloudSAP Commerce Cloud
Classic Implementation Risks and how toovercome them
Review typical risks and issues faced by customer implementation projects and how they areovercome SAP Cloud for Customer
Analytics and Best Practices Develop Analytics and Best Practices with a high-level system demo and guidance call SAP Cloud for Customer
Performance Optimization Enable customers to monitor and troubleshoot the most common system performance issues thatcan occur throughout the lifecycle SAP Cloud for Customer
Guidance to the Right Resources Introduce use-case specific enablement resources to support customers on their cloud journeys SAP Cloud for CustomerSAP Commerce Cloud
How to Engage with Support Learn how to efficiently engage with SAP Support SAP Cloud for CustomerSAP Marketing Cloud
How to Prepare for Cloud Upgrades Establish SAP upgrade process understanding and recommended quarterly upgrade cycle steps SAP Cloud for CustomerSAP Marketing Cloud
Go-Live Readiness Realize Go-Live Readiness with a series of guidance checks indicating potential risk Ensuresuccessful go-live measures are in place
SAP Cloud for Customer
11PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Report
The SAP Enterprise Support Report (ESR) collects and consolidates informationfrom the past 6 months and provides a 360-degree overview of your systemenvironment
bull The report serves as an ideal starting point for discussions on how to improveyour IT operations and realize your innovation objectives
bull You are entitled to receive an SAP Enterprise Support report at no additionalcost as part of the SAP Enterprise Support agreement
bull Generate a fully automated On-Premise or Cloud Enterprise Support report inthe SAP One Support Launchpad using the ldquoSAP Support Report Documentrdquotile
The SAP Enterprise Support Report is only currently available for the SAP Cloudfor Customer and SAP Hybris Marketing products
SAP One Support Launchpadbull SAP One Support LaunchpadSAP Support Portalbull CollaborationPDFbull On-Premise sample Enterprise
Support Report (short version)bull ESR Info Sheet
Additional Information
Collaboration
12PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Overview
A Customer Center of Expertise (Customer COE) drives transparency andintegrated quality management for critical challenge resolution across SAPsolution operations
SAP Support Portal
bull Customer Center of Expertise
bull Primary Customer COE
bull Getting Started with PrimaryCustomer COE Certification
bull Learn about the Value of aPrimary Customer COE
bull InformationManagement
bull Contract amp LicenseManagement
bull Innovation amp Influencebull Support Operations
FUNCTIONS
bull Complete checklist andsubmit to SAP
bull Customer incident will beautomatically generatedon behalf of the customerunder componentSV-BO-REQ
bull SAP validates tabulates thescore from the checklist
bull Customer is notifiedof certification results
CERTIFICATION PROCESS
bull Maximum 2 yearsbull Recertification at least
every 2 years
VALIDITY
Additional Information
Collaboration
13PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Readiness Checklist
In order to achieve Customer COE certification the following items must be considered
bull Serve as primary contactpoint for all SAP-specificquestions
bull Organize accessto SAP information
bull Distribute information tospecific target groups(management end users orproject teams)
bull Initiate knowledge platformson SAP topics andinformation exchangemeetings
INFORMATIONMANAGEMENT
bull Focus on areas where yourbusiness requirements arenot covered by SAPstandard functional scope
bull Stay informed about internalprocesses tools andservicesto avoid SAP source codemodifications
INNOVATION ampINFLUENCE
bull Set-up a supportorganization with a sufficientnumber of supportconsultants
bull Enable collaboration withSAP support in all areassuch as incidentmanagement problemmanagement SAP SolutionManager usage and supportservices
SUPPORTOPERATIONS
bull Ensure the usage ofpurchased licensesaccording to what has beenlicensed to mitigate potentialimplicationsof using unauthorizedlicenses
CONTRACT amp LICENSEMANAGEMENT
For further details please visit httpssupportsapcomsupport-programs-servicesccoeprimary-ccoehtml
Collaboration
14PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Basic Functions for Hybrid Solutions
FRAMEWORK TO DIGITIZE BUSINESSESThrough organic innovations and strategic acquisitions SAP has the best solution portfolio and expertise required to enableour customerrsquos digital strategy
Inno
vatio
n I
nflu
ence
SAP
Supp
ort
Information
Contract amp License
Collaboration
15PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
httpswwwsapcomcommunity X
httpssupportsapcom X
GETTING STARTED with CollaborationSAP Support Backbone
SAPs professional social network to get help shareideas and connect with others
bull Discussion forums blogs amp videos
bull Quick access to expert advice
bull Online trainings
bull Software downloads
Collaboration
Your one stop for all support andservice related needs
bull SAP Notes search and incident wizard
bull SAP software distribution center
bull Administration of remote connections
bull License key amp requests
bull SAP service amp software catalog
bull SAP Enterprise Support Academy
bull SAP Enterprise Support Report
bull SAP ONE Support Launchpad
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
4PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Note SAP Hybris Cloud for Sales + SAP Hybris Cloud for Services = SAP Cloud for Customer
SAP C4HANA ndash Rebranding
SAPSalesCloud
SAPMarketing
Cloud
SAPCommerce
Cloud
SAPServiceCloud
bull SAP HybrisMarketing
bull SAP HybrisCustomer Attribution
bull SAP Hybris Loyalty
bull SAP Hybris DigitalAsset Managementby OpenText
bull SAP HybrisCommerce Cloud
bull SAP Hybris Cloudfor Sales
bull SAP Revenue Cloud
+
o SalesPerformanceManagement
o Configure PriceQuote
o hellip
bull SAP Hybris Cloudfor Service
bull SAP CustomerEngagement Center
bull SAP HybrisKnowledge Centralby MindTouch
+
+
SAPCustomer Data
Cloud
bull SAP Hybris Profile
+
5PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP C4HANA ndash Unified Customer Experience
Further information can be found here httpswwwsapcomproductscrm-commercec4-hana-cx-suitehtml
SAP Cloud Platform extension factory (Kyma)Cloud-Native Microservice Based Universal Innovation and Agility Platform
Unified Intelligent User ExperienceConversational Contextual and Intelligent UX
SAP Customer Data CloudBuild Customer Trust and Loyalty
SAP Marketing CloudMarket with Intelligence in the
Moment
SAP Sales CloudBuild Relationships and Guide
Customers Throughout their Journey
SAP Commerce CloudPersonalized Shopping Experience
across Touchpoints
SAP Service CloudMake Customers Happy
Internet of Things
Microservices Extensions
Machine Learning Integration Blockchain
Built-inIntelligence
6PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Support expertsGet valuable advice from our team of 8000+experienced support experts backed up by
15000+ developers globally
SAP Enterprise Support value mapsLeverage value maps to quickly identify the
relevant SAP Enterprise Support services toolsand expertise for your business needs
GETTING STARTED with CollaborationRealize business outcomes through collaboration with SAP experts
CollaborationReceive guidance from SAP support experts by interacting with them through the award-winning SAP Enterprise Support value map program The support advisory team guidesyou during mission critical situations
Collaboration
7PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCALL-1-SAP
bull In many countries the toll-free number for contacting SAP support is accessible through landline phones and some mobile providers Itgives you access to a service menu that allows you to select the specific SAP product area you require connecting you directly to an SAPsupport representative
bull Access to service menu to select a specific product area you requirePress 1 - For SAP Business Suite NetWeaver Business Analytics or Sybase supportPress 2 - For Ariba Fieldglass and Concur Customer SupportPress 3 - For Customer Experience supportPress 4 - For SAP money customer and suite Cloud products supportPress 5 - For SuccessFactors Cloud products supportPress 6 - For any other SAP products and services including SAP HANA Enterprise Cloud and Sybase 365 known as SAP Digital InterconnectPress 7 - To listen to the menu in another languagePress 8 - To listen to this menu again
bull 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 IrelandSupport Center +353 91432764
+800
Collaboration
8PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Interaction Center
bull The SAP CIC is the contactchannel for any non-technicalquestions includingbull Existing incidentsbull The SAP ONE Support
Launchpad and supportingapplications
bull S-User queries and supportbull SAP remote service
requestsbull The SAP CIC can be reached
by phone chat or e-mail
Overviewbull The SAP CIC is available 24
hours a day 7 days a week365 days a year and providesa central point of contact forassistance with non-technicalqueries
bull A Universal free-phone numberfor contacting SAP supportaccessible in most countriesthrough landline phones andsome mobile providers
bull Access to a product areaspecific IVR call routing menunow including SAP AribaConcur and SAP Fieldglasssolutions
Benefitsbull You can access the SAP CIC
from the SAP Support Portal orthrough the SAP One SupportLaunchpad
bull Direct access
bull Chat with CIC
bull Call CIC
bull E-mail CIC
bull Learn more here
bull Access to CIC
bull Topics to contact CIC
bull Reference Guide
Access
SAP Support Portal
SAP ONE Support Launchpad
Collaboration
The SAP Customer Interaction Center is one of the interfaces between customers and the SAP supportorganization It is available 24 hours a day 7 days a week 365 days a year and provides a central point of contactfor assistance with nontechnical queries
Preview
9PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Best Practice Guidance Offeringbull SAP Customer Experience Wiki
- Best Practice GuidanceOfferings
bull Overview Videobull Book Now
Additional InformationGuidance Calls are designed to address key topics that individually or as a wholewill help you to meet your adoption goals and increase user experience There isno preparation required on your end for this one hour and free of charge guidanceoffering
10PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Guidance Name High Level Description amp Value for the Customer Product
Adoption Preparation Share key considerations and build the foundation for improved user adoption SAP Cloud for CustomerSAP Marketing Cloud
Cloud Governance and Onboarding Provide a brief overview of Best Practices commonly overlooked activities and additional self-serviceand scheduled resources
SAP Cloud for CustomerSAP Marketing CloudSAP Commerce Cloud
Classic Implementation Risks and how toovercome them
Review typical risks and issues faced by customer implementation projects and how they areovercome SAP Cloud for Customer
Analytics and Best Practices Develop Analytics and Best Practices with a high-level system demo and guidance call SAP Cloud for Customer
Performance Optimization Enable customers to monitor and troubleshoot the most common system performance issues thatcan occur throughout the lifecycle SAP Cloud for Customer
Guidance to the Right Resources Introduce use-case specific enablement resources to support customers on their cloud journeys SAP Cloud for CustomerSAP Commerce Cloud
How to Engage with Support Learn how to efficiently engage with SAP Support SAP Cloud for CustomerSAP Marketing Cloud
How to Prepare for Cloud Upgrades Establish SAP upgrade process understanding and recommended quarterly upgrade cycle steps SAP Cloud for CustomerSAP Marketing Cloud
Go-Live Readiness Realize Go-Live Readiness with a series of guidance checks indicating potential risk Ensuresuccessful go-live measures are in place
SAP Cloud for Customer
11PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Report
The SAP Enterprise Support Report (ESR) collects and consolidates informationfrom the past 6 months and provides a 360-degree overview of your systemenvironment
bull The report serves as an ideal starting point for discussions on how to improveyour IT operations and realize your innovation objectives
bull You are entitled to receive an SAP Enterprise Support report at no additionalcost as part of the SAP Enterprise Support agreement
bull Generate a fully automated On-Premise or Cloud Enterprise Support report inthe SAP One Support Launchpad using the ldquoSAP Support Report Documentrdquotile
The SAP Enterprise Support Report is only currently available for the SAP Cloudfor Customer and SAP Hybris Marketing products
SAP One Support Launchpadbull SAP One Support LaunchpadSAP Support Portalbull CollaborationPDFbull On-Premise sample Enterprise
Support Report (short version)bull ESR Info Sheet
Additional Information
Collaboration
12PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Overview
A Customer Center of Expertise (Customer COE) drives transparency andintegrated quality management for critical challenge resolution across SAPsolution operations
SAP Support Portal
bull Customer Center of Expertise
bull Primary Customer COE
bull Getting Started with PrimaryCustomer COE Certification
bull Learn about the Value of aPrimary Customer COE
bull InformationManagement
bull Contract amp LicenseManagement
bull Innovation amp Influencebull Support Operations
FUNCTIONS
bull Complete checklist andsubmit to SAP
bull Customer incident will beautomatically generatedon behalf of the customerunder componentSV-BO-REQ
bull SAP validates tabulates thescore from the checklist
bull Customer is notifiedof certification results
CERTIFICATION PROCESS
bull Maximum 2 yearsbull Recertification at least
every 2 years
VALIDITY
Additional Information
Collaboration
13PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Readiness Checklist
In order to achieve Customer COE certification the following items must be considered
bull Serve as primary contactpoint for all SAP-specificquestions
bull Organize accessto SAP information
bull Distribute information tospecific target groups(management end users orproject teams)
bull Initiate knowledge platformson SAP topics andinformation exchangemeetings
INFORMATIONMANAGEMENT
bull Focus on areas where yourbusiness requirements arenot covered by SAPstandard functional scope
bull Stay informed about internalprocesses tools andservicesto avoid SAP source codemodifications
INNOVATION ampINFLUENCE
bull Set-up a supportorganization with a sufficientnumber of supportconsultants
bull Enable collaboration withSAP support in all areassuch as incidentmanagement problemmanagement SAP SolutionManager usage and supportservices
SUPPORTOPERATIONS
bull Ensure the usage ofpurchased licensesaccording to what has beenlicensed to mitigate potentialimplicationsof using unauthorizedlicenses
CONTRACT amp LICENSEMANAGEMENT
For further details please visit httpssupportsapcomsupport-programs-servicesccoeprimary-ccoehtml
Collaboration
14PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Basic Functions for Hybrid Solutions
FRAMEWORK TO DIGITIZE BUSINESSESThrough organic innovations and strategic acquisitions SAP has the best solution portfolio and expertise required to enableour customerrsquos digital strategy
Inno
vatio
n I
nflu
ence
SAP
Supp
ort
Information
Contract amp License
Collaboration
15PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
httpswwwsapcomcommunity X
httpssupportsapcom X
GETTING STARTED with CollaborationSAP Support Backbone
SAPs professional social network to get help shareideas and connect with others
bull Discussion forums blogs amp videos
bull Quick access to expert advice
bull Online trainings
bull Software downloads
Collaboration
Your one stop for all support andservice related needs
bull SAP Notes search and incident wizard
bull SAP software distribution center
bull Administration of remote connections
bull License key amp requests
bull SAP service amp software catalog
bull SAP Enterprise Support Academy
bull SAP Enterprise Support Report
bull SAP ONE Support Launchpad
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
5PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP C4HANA ndash Unified Customer Experience
Further information can be found here httpswwwsapcomproductscrm-commercec4-hana-cx-suitehtml
SAP Cloud Platform extension factory (Kyma)Cloud-Native Microservice Based Universal Innovation and Agility Platform
Unified Intelligent User ExperienceConversational Contextual and Intelligent UX
SAP Customer Data CloudBuild Customer Trust and Loyalty
SAP Marketing CloudMarket with Intelligence in the
Moment
SAP Sales CloudBuild Relationships and Guide
Customers Throughout their Journey
SAP Commerce CloudPersonalized Shopping Experience
across Touchpoints
SAP Service CloudMake Customers Happy
Internet of Things
Microservices Extensions
Machine Learning Integration Blockchain
Built-inIntelligence
6PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Support expertsGet valuable advice from our team of 8000+experienced support experts backed up by
15000+ developers globally
SAP Enterprise Support value mapsLeverage value maps to quickly identify the
relevant SAP Enterprise Support services toolsand expertise for your business needs
GETTING STARTED with CollaborationRealize business outcomes through collaboration with SAP experts
CollaborationReceive guidance from SAP support experts by interacting with them through the award-winning SAP Enterprise Support value map program The support advisory team guidesyou during mission critical situations
Collaboration
7PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCALL-1-SAP
bull In many countries the toll-free number for contacting SAP support is accessible through landline phones and some mobile providers Itgives you access to a service menu that allows you to select the specific SAP product area you require connecting you directly to an SAPsupport representative
bull Access to service menu to select a specific product area you requirePress 1 - For SAP Business Suite NetWeaver Business Analytics or Sybase supportPress 2 - For Ariba Fieldglass and Concur Customer SupportPress 3 - For Customer Experience supportPress 4 - For SAP money customer and suite Cloud products supportPress 5 - For SuccessFactors Cloud products supportPress 6 - For any other SAP products and services including SAP HANA Enterprise Cloud and Sybase 365 known as SAP Digital InterconnectPress 7 - To listen to the menu in another languagePress 8 - To listen to this menu again
bull 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 IrelandSupport Center +353 91432764
+800
Collaboration
8PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Interaction Center
bull The SAP CIC is the contactchannel for any non-technicalquestions includingbull Existing incidentsbull The SAP ONE Support
Launchpad and supportingapplications
bull S-User queries and supportbull SAP remote service
requestsbull The SAP CIC can be reached
by phone chat or e-mail
Overviewbull The SAP CIC is available 24
hours a day 7 days a week365 days a year and providesa central point of contact forassistance with non-technicalqueries
bull A Universal free-phone numberfor contacting SAP supportaccessible in most countriesthrough landline phones andsome mobile providers
bull Access to a product areaspecific IVR call routing menunow including SAP AribaConcur and SAP Fieldglasssolutions
Benefitsbull You can access the SAP CIC
from the SAP Support Portal orthrough the SAP One SupportLaunchpad
bull Direct access
bull Chat with CIC
bull Call CIC
bull E-mail CIC
bull Learn more here
bull Access to CIC
bull Topics to contact CIC
bull Reference Guide
Access
SAP Support Portal
SAP ONE Support Launchpad
Collaboration
The SAP Customer Interaction Center is one of the interfaces between customers and the SAP supportorganization It is available 24 hours a day 7 days a week 365 days a year and provides a central point of contactfor assistance with nontechnical queries
Preview
9PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Best Practice Guidance Offeringbull SAP Customer Experience Wiki
- Best Practice GuidanceOfferings
bull Overview Videobull Book Now
Additional InformationGuidance Calls are designed to address key topics that individually or as a wholewill help you to meet your adoption goals and increase user experience There isno preparation required on your end for this one hour and free of charge guidanceoffering
10PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Guidance Name High Level Description amp Value for the Customer Product
Adoption Preparation Share key considerations and build the foundation for improved user adoption SAP Cloud for CustomerSAP Marketing Cloud
Cloud Governance and Onboarding Provide a brief overview of Best Practices commonly overlooked activities and additional self-serviceand scheduled resources
SAP Cloud for CustomerSAP Marketing CloudSAP Commerce Cloud
Classic Implementation Risks and how toovercome them
Review typical risks and issues faced by customer implementation projects and how they areovercome SAP Cloud for Customer
Analytics and Best Practices Develop Analytics and Best Practices with a high-level system demo and guidance call SAP Cloud for Customer
Performance Optimization Enable customers to monitor and troubleshoot the most common system performance issues thatcan occur throughout the lifecycle SAP Cloud for Customer
Guidance to the Right Resources Introduce use-case specific enablement resources to support customers on their cloud journeys SAP Cloud for CustomerSAP Commerce Cloud
How to Engage with Support Learn how to efficiently engage with SAP Support SAP Cloud for CustomerSAP Marketing Cloud
How to Prepare for Cloud Upgrades Establish SAP upgrade process understanding and recommended quarterly upgrade cycle steps SAP Cloud for CustomerSAP Marketing Cloud
Go-Live Readiness Realize Go-Live Readiness with a series of guidance checks indicating potential risk Ensuresuccessful go-live measures are in place
SAP Cloud for Customer
11PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Report
The SAP Enterprise Support Report (ESR) collects and consolidates informationfrom the past 6 months and provides a 360-degree overview of your systemenvironment
bull The report serves as an ideal starting point for discussions on how to improveyour IT operations and realize your innovation objectives
bull You are entitled to receive an SAP Enterprise Support report at no additionalcost as part of the SAP Enterprise Support agreement
bull Generate a fully automated On-Premise or Cloud Enterprise Support report inthe SAP One Support Launchpad using the ldquoSAP Support Report Documentrdquotile
The SAP Enterprise Support Report is only currently available for the SAP Cloudfor Customer and SAP Hybris Marketing products
SAP One Support Launchpadbull SAP One Support LaunchpadSAP Support Portalbull CollaborationPDFbull On-Premise sample Enterprise
Support Report (short version)bull ESR Info Sheet
Additional Information
Collaboration
12PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Overview
A Customer Center of Expertise (Customer COE) drives transparency andintegrated quality management for critical challenge resolution across SAPsolution operations
SAP Support Portal
bull Customer Center of Expertise
bull Primary Customer COE
bull Getting Started with PrimaryCustomer COE Certification
bull Learn about the Value of aPrimary Customer COE
bull InformationManagement
bull Contract amp LicenseManagement
bull Innovation amp Influencebull Support Operations
FUNCTIONS
bull Complete checklist andsubmit to SAP
bull Customer incident will beautomatically generatedon behalf of the customerunder componentSV-BO-REQ
bull SAP validates tabulates thescore from the checklist
bull Customer is notifiedof certification results
CERTIFICATION PROCESS
bull Maximum 2 yearsbull Recertification at least
every 2 years
VALIDITY
Additional Information
Collaboration
13PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Readiness Checklist
In order to achieve Customer COE certification the following items must be considered
bull Serve as primary contactpoint for all SAP-specificquestions
bull Organize accessto SAP information
bull Distribute information tospecific target groups(management end users orproject teams)
bull Initiate knowledge platformson SAP topics andinformation exchangemeetings
INFORMATIONMANAGEMENT
bull Focus on areas where yourbusiness requirements arenot covered by SAPstandard functional scope
bull Stay informed about internalprocesses tools andservicesto avoid SAP source codemodifications
INNOVATION ampINFLUENCE
bull Set-up a supportorganization with a sufficientnumber of supportconsultants
bull Enable collaboration withSAP support in all areassuch as incidentmanagement problemmanagement SAP SolutionManager usage and supportservices
SUPPORTOPERATIONS
bull Ensure the usage ofpurchased licensesaccording to what has beenlicensed to mitigate potentialimplicationsof using unauthorizedlicenses
CONTRACT amp LICENSEMANAGEMENT
For further details please visit httpssupportsapcomsupport-programs-servicesccoeprimary-ccoehtml
Collaboration
14PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Basic Functions for Hybrid Solutions
FRAMEWORK TO DIGITIZE BUSINESSESThrough organic innovations and strategic acquisitions SAP has the best solution portfolio and expertise required to enableour customerrsquos digital strategy
Inno
vatio
n I
nflu
ence
SAP
Supp
ort
Information
Contract amp License
Collaboration
15PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
httpswwwsapcomcommunity X
httpssupportsapcom X
GETTING STARTED with CollaborationSAP Support Backbone
SAPs professional social network to get help shareideas and connect with others
bull Discussion forums blogs amp videos
bull Quick access to expert advice
bull Online trainings
bull Software downloads
Collaboration
Your one stop for all support andservice related needs
bull SAP Notes search and incident wizard
bull SAP software distribution center
bull Administration of remote connections
bull License key amp requests
bull SAP service amp software catalog
bull SAP Enterprise Support Academy
bull SAP Enterprise Support Report
bull SAP ONE Support Launchpad
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
6PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Support expertsGet valuable advice from our team of 8000+experienced support experts backed up by
15000+ developers globally
SAP Enterprise Support value mapsLeverage value maps to quickly identify the
relevant SAP Enterprise Support services toolsand expertise for your business needs
GETTING STARTED with CollaborationRealize business outcomes through collaboration with SAP experts
CollaborationReceive guidance from SAP support experts by interacting with them through the award-winning SAP Enterprise Support value map program The support advisory team guidesyou during mission critical situations
Collaboration
7PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCALL-1-SAP
bull In many countries the toll-free number for contacting SAP support is accessible through landline phones and some mobile providers Itgives you access to a service menu that allows you to select the specific SAP product area you require connecting you directly to an SAPsupport representative
bull Access to service menu to select a specific product area you requirePress 1 - For SAP Business Suite NetWeaver Business Analytics or Sybase supportPress 2 - For Ariba Fieldglass and Concur Customer SupportPress 3 - For Customer Experience supportPress 4 - For SAP money customer and suite Cloud products supportPress 5 - For SuccessFactors Cloud products supportPress 6 - For any other SAP products and services including SAP HANA Enterprise Cloud and Sybase 365 known as SAP Digital InterconnectPress 7 - To listen to the menu in another languagePress 8 - To listen to this menu again
bull 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 IrelandSupport Center +353 91432764
+800
Collaboration
8PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Interaction Center
bull The SAP CIC is the contactchannel for any non-technicalquestions includingbull Existing incidentsbull The SAP ONE Support
Launchpad and supportingapplications
bull S-User queries and supportbull SAP remote service
requestsbull The SAP CIC can be reached
by phone chat or e-mail
Overviewbull The SAP CIC is available 24
hours a day 7 days a week365 days a year and providesa central point of contact forassistance with non-technicalqueries
bull A Universal free-phone numberfor contacting SAP supportaccessible in most countriesthrough landline phones andsome mobile providers
bull Access to a product areaspecific IVR call routing menunow including SAP AribaConcur and SAP Fieldglasssolutions
Benefitsbull You can access the SAP CIC
from the SAP Support Portal orthrough the SAP One SupportLaunchpad
bull Direct access
bull Chat with CIC
bull Call CIC
bull E-mail CIC
bull Learn more here
bull Access to CIC
bull Topics to contact CIC
bull Reference Guide
Access
SAP Support Portal
SAP ONE Support Launchpad
Collaboration
The SAP Customer Interaction Center is one of the interfaces between customers and the SAP supportorganization It is available 24 hours a day 7 days a week 365 days a year and provides a central point of contactfor assistance with nontechnical queries
Preview
9PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Best Practice Guidance Offeringbull SAP Customer Experience Wiki
- Best Practice GuidanceOfferings
bull Overview Videobull Book Now
Additional InformationGuidance Calls are designed to address key topics that individually or as a wholewill help you to meet your adoption goals and increase user experience There isno preparation required on your end for this one hour and free of charge guidanceoffering
10PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Guidance Name High Level Description amp Value for the Customer Product
Adoption Preparation Share key considerations and build the foundation for improved user adoption SAP Cloud for CustomerSAP Marketing Cloud
Cloud Governance and Onboarding Provide a brief overview of Best Practices commonly overlooked activities and additional self-serviceand scheduled resources
SAP Cloud for CustomerSAP Marketing CloudSAP Commerce Cloud
Classic Implementation Risks and how toovercome them
Review typical risks and issues faced by customer implementation projects and how they areovercome SAP Cloud for Customer
Analytics and Best Practices Develop Analytics and Best Practices with a high-level system demo and guidance call SAP Cloud for Customer
Performance Optimization Enable customers to monitor and troubleshoot the most common system performance issues thatcan occur throughout the lifecycle SAP Cloud for Customer
Guidance to the Right Resources Introduce use-case specific enablement resources to support customers on their cloud journeys SAP Cloud for CustomerSAP Commerce Cloud
How to Engage with Support Learn how to efficiently engage with SAP Support SAP Cloud for CustomerSAP Marketing Cloud
How to Prepare for Cloud Upgrades Establish SAP upgrade process understanding and recommended quarterly upgrade cycle steps SAP Cloud for CustomerSAP Marketing Cloud
Go-Live Readiness Realize Go-Live Readiness with a series of guidance checks indicating potential risk Ensuresuccessful go-live measures are in place
SAP Cloud for Customer
11PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Report
The SAP Enterprise Support Report (ESR) collects and consolidates informationfrom the past 6 months and provides a 360-degree overview of your systemenvironment
bull The report serves as an ideal starting point for discussions on how to improveyour IT operations and realize your innovation objectives
bull You are entitled to receive an SAP Enterprise Support report at no additionalcost as part of the SAP Enterprise Support agreement
bull Generate a fully automated On-Premise or Cloud Enterprise Support report inthe SAP One Support Launchpad using the ldquoSAP Support Report Documentrdquotile
The SAP Enterprise Support Report is only currently available for the SAP Cloudfor Customer and SAP Hybris Marketing products
SAP One Support Launchpadbull SAP One Support LaunchpadSAP Support Portalbull CollaborationPDFbull On-Premise sample Enterprise
Support Report (short version)bull ESR Info Sheet
Additional Information
Collaboration
12PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Overview
A Customer Center of Expertise (Customer COE) drives transparency andintegrated quality management for critical challenge resolution across SAPsolution operations
SAP Support Portal
bull Customer Center of Expertise
bull Primary Customer COE
bull Getting Started with PrimaryCustomer COE Certification
bull Learn about the Value of aPrimary Customer COE
bull InformationManagement
bull Contract amp LicenseManagement
bull Innovation amp Influencebull Support Operations
FUNCTIONS
bull Complete checklist andsubmit to SAP
bull Customer incident will beautomatically generatedon behalf of the customerunder componentSV-BO-REQ
bull SAP validates tabulates thescore from the checklist
bull Customer is notifiedof certification results
CERTIFICATION PROCESS
bull Maximum 2 yearsbull Recertification at least
every 2 years
VALIDITY
Additional Information
Collaboration
13PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Readiness Checklist
In order to achieve Customer COE certification the following items must be considered
bull Serve as primary contactpoint for all SAP-specificquestions
bull Organize accessto SAP information
bull Distribute information tospecific target groups(management end users orproject teams)
bull Initiate knowledge platformson SAP topics andinformation exchangemeetings
INFORMATIONMANAGEMENT
bull Focus on areas where yourbusiness requirements arenot covered by SAPstandard functional scope
bull Stay informed about internalprocesses tools andservicesto avoid SAP source codemodifications
INNOVATION ampINFLUENCE
bull Set-up a supportorganization with a sufficientnumber of supportconsultants
bull Enable collaboration withSAP support in all areassuch as incidentmanagement problemmanagement SAP SolutionManager usage and supportservices
SUPPORTOPERATIONS
bull Ensure the usage ofpurchased licensesaccording to what has beenlicensed to mitigate potentialimplicationsof using unauthorizedlicenses
CONTRACT amp LICENSEMANAGEMENT
For further details please visit httpssupportsapcomsupport-programs-servicesccoeprimary-ccoehtml
Collaboration
14PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Basic Functions for Hybrid Solutions
FRAMEWORK TO DIGITIZE BUSINESSESThrough organic innovations and strategic acquisitions SAP has the best solution portfolio and expertise required to enableour customerrsquos digital strategy
Inno
vatio
n I
nflu
ence
SAP
Supp
ort
Information
Contract amp License
Collaboration
15PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
httpswwwsapcomcommunity X
httpssupportsapcom X
GETTING STARTED with CollaborationSAP Support Backbone
SAPs professional social network to get help shareideas and connect with others
bull Discussion forums blogs amp videos
bull Quick access to expert advice
bull Online trainings
bull Software downloads
Collaboration
Your one stop for all support andservice related needs
bull SAP Notes search and incident wizard
bull SAP software distribution center
bull Administration of remote connections
bull License key amp requests
bull SAP service amp software catalog
bull SAP Enterprise Support Academy
bull SAP Enterprise Support Report
bull SAP ONE Support Launchpad
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
7PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCALL-1-SAP
bull In many countries the toll-free number for contacting SAP support is accessible through landline phones and some mobile providers Itgives you access to a service menu that allows you to select the specific SAP product area you require connecting you directly to an SAPsupport representative
bull Access to service menu to select a specific product area you requirePress 1 - For SAP Business Suite NetWeaver Business Analytics or Sybase supportPress 2 - For Ariba Fieldglass and Concur Customer SupportPress 3 - For Customer Experience supportPress 4 - For SAP money customer and suite Cloud products supportPress 5 - For SuccessFactors Cloud products supportPress 6 - For any other SAP products and services including SAP HANA Enterprise Cloud and Sybase 365 known as SAP Digital InterconnectPress 7 - To listen to the menu in another languagePress 8 - To listen to this menu again
bull 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 IrelandSupport Center +353 91432764
+800
Collaboration
8PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Interaction Center
bull The SAP CIC is the contactchannel for any non-technicalquestions includingbull Existing incidentsbull The SAP ONE Support
Launchpad and supportingapplications
bull S-User queries and supportbull SAP remote service
requestsbull The SAP CIC can be reached
by phone chat or e-mail
Overviewbull The SAP CIC is available 24
hours a day 7 days a week365 days a year and providesa central point of contact forassistance with non-technicalqueries
bull A Universal free-phone numberfor contacting SAP supportaccessible in most countriesthrough landline phones andsome mobile providers
bull Access to a product areaspecific IVR call routing menunow including SAP AribaConcur and SAP Fieldglasssolutions
Benefitsbull You can access the SAP CIC
from the SAP Support Portal orthrough the SAP One SupportLaunchpad
bull Direct access
bull Chat with CIC
bull Call CIC
bull E-mail CIC
bull Learn more here
bull Access to CIC
bull Topics to contact CIC
bull Reference Guide
Access
SAP Support Portal
SAP ONE Support Launchpad
Collaboration
The SAP Customer Interaction Center is one of the interfaces between customers and the SAP supportorganization It is available 24 hours a day 7 days a week 365 days a year and provides a central point of contactfor assistance with nontechnical queries
Preview
9PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Best Practice Guidance Offeringbull SAP Customer Experience Wiki
- Best Practice GuidanceOfferings
bull Overview Videobull Book Now
Additional InformationGuidance Calls are designed to address key topics that individually or as a wholewill help you to meet your adoption goals and increase user experience There isno preparation required on your end for this one hour and free of charge guidanceoffering
10PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Guidance Name High Level Description amp Value for the Customer Product
Adoption Preparation Share key considerations and build the foundation for improved user adoption SAP Cloud for CustomerSAP Marketing Cloud
Cloud Governance and Onboarding Provide a brief overview of Best Practices commonly overlooked activities and additional self-serviceand scheduled resources
SAP Cloud for CustomerSAP Marketing CloudSAP Commerce Cloud
Classic Implementation Risks and how toovercome them
Review typical risks and issues faced by customer implementation projects and how they areovercome SAP Cloud for Customer
Analytics and Best Practices Develop Analytics and Best Practices with a high-level system demo and guidance call SAP Cloud for Customer
Performance Optimization Enable customers to monitor and troubleshoot the most common system performance issues thatcan occur throughout the lifecycle SAP Cloud for Customer
Guidance to the Right Resources Introduce use-case specific enablement resources to support customers on their cloud journeys SAP Cloud for CustomerSAP Commerce Cloud
How to Engage with Support Learn how to efficiently engage with SAP Support SAP Cloud for CustomerSAP Marketing Cloud
How to Prepare for Cloud Upgrades Establish SAP upgrade process understanding and recommended quarterly upgrade cycle steps SAP Cloud for CustomerSAP Marketing Cloud
Go-Live Readiness Realize Go-Live Readiness with a series of guidance checks indicating potential risk Ensuresuccessful go-live measures are in place
SAP Cloud for Customer
11PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Report
The SAP Enterprise Support Report (ESR) collects and consolidates informationfrom the past 6 months and provides a 360-degree overview of your systemenvironment
bull The report serves as an ideal starting point for discussions on how to improveyour IT operations and realize your innovation objectives
bull You are entitled to receive an SAP Enterprise Support report at no additionalcost as part of the SAP Enterprise Support agreement
bull Generate a fully automated On-Premise or Cloud Enterprise Support report inthe SAP One Support Launchpad using the ldquoSAP Support Report Documentrdquotile
The SAP Enterprise Support Report is only currently available for the SAP Cloudfor Customer and SAP Hybris Marketing products
SAP One Support Launchpadbull SAP One Support LaunchpadSAP Support Portalbull CollaborationPDFbull On-Premise sample Enterprise
Support Report (short version)bull ESR Info Sheet
Additional Information
Collaboration
12PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Overview
A Customer Center of Expertise (Customer COE) drives transparency andintegrated quality management for critical challenge resolution across SAPsolution operations
SAP Support Portal
bull Customer Center of Expertise
bull Primary Customer COE
bull Getting Started with PrimaryCustomer COE Certification
bull Learn about the Value of aPrimary Customer COE
bull InformationManagement
bull Contract amp LicenseManagement
bull Innovation amp Influencebull Support Operations
FUNCTIONS
bull Complete checklist andsubmit to SAP
bull Customer incident will beautomatically generatedon behalf of the customerunder componentSV-BO-REQ
bull SAP validates tabulates thescore from the checklist
bull Customer is notifiedof certification results
CERTIFICATION PROCESS
bull Maximum 2 yearsbull Recertification at least
every 2 years
VALIDITY
Additional Information
Collaboration
13PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Readiness Checklist
In order to achieve Customer COE certification the following items must be considered
bull Serve as primary contactpoint for all SAP-specificquestions
bull Organize accessto SAP information
bull Distribute information tospecific target groups(management end users orproject teams)
bull Initiate knowledge platformson SAP topics andinformation exchangemeetings
INFORMATIONMANAGEMENT
bull Focus on areas where yourbusiness requirements arenot covered by SAPstandard functional scope
bull Stay informed about internalprocesses tools andservicesto avoid SAP source codemodifications
INNOVATION ampINFLUENCE
bull Set-up a supportorganization with a sufficientnumber of supportconsultants
bull Enable collaboration withSAP support in all areassuch as incidentmanagement problemmanagement SAP SolutionManager usage and supportservices
SUPPORTOPERATIONS
bull Ensure the usage ofpurchased licensesaccording to what has beenlicensed to mitigate potentialimplicationsof using unauthorizedlicenses
CONTRACT amp LICENSEMANAGEMENT
For further details please visit httpssupportsapcomsupport-programs-servicesccoeprimary-ccoehtml
Collaboration
14PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Basic Functions for Hybrid Solutions
FRAMEWORK TO DIGITIZE BUSINESSESThrough organic innovations and strategic acquisitions SAP has the best solution portfolio and expertise required to enableour customerrsquos digital strategy
Inno
vatio
n I
nflu
ence
SAP
Supp
ort
Information
Contract amp License
Collaboration
15PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
httpswwwsapcomcommunity X
httpssupportsapcom X
GETTING STARTED with CollaborationSAP Support Backbone
SAPs professional social network to get help shareideas and connect with others
bull Discussion forums blogs amp videos
bull Quick access to expert advice
bull Online trainings
bull Software downloads
Collaboration
Your one stop for all support andservice related needs
bull SAP Notes search and incident wizard
bull SAP software distribution center
bull Administration of remote connections
bull License key amp requests
bull SAP service amp software catalog
bull SAP Enterprise Support Academy
bull SAP Enterprise Support Report
bull SAP ONE Support Launchpad
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
8PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Interaction Center
bull The SAP CIC is the contactchannel for any non-technicalquestions includingbull Existing incidentsbull The SAP ONE Support
Launchpad and supportingapplications
bull S-User queries and supportbull SAP remote service
requestsbull The SAP CIC can be reached
by phone chat or e-mail
Overviewbull The SAP CIC is available 24
hours a day 7 days a week365 days a year and providesa central point of contact forassistance with non-technicalqueries
bull A Universal free-phone numberfor contacting SAP supportaccessible in most countriesthrough landline phones andsome mobile providers
bull Access to a product areaspecific IVR call routing menunow including SAP AribaConcur and SAP Fieldglasssolutions
Benefitsbull You can access the SAP CIC
from the SAP Support Portal orthrough the SAP One SupportLaunchpad
bull Direct access
bull Chat with CIC
bull Call CIC
bull E-mail CIC
bull Learn more here
bull Access to CIC
bull Topics to contact CIC
bull Reference Guide
Access
SAP Support Portal
SAP ONE Support Launchpad
Collaboration
The SAP Customer Interaction Center is one of the interfaces between customers and the SAP supportorganization It is available 24 hours a day 7 days a week 365 days a year and provides a central point of contactfor assistance with nontechnical queries
Preview
9PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Best Practice Guidance Offeringbull SAP Customer Experience Wiki
- Best Practice GuidanceOfferings
bull Overview Videobull Book Now
Additional InformationGuidance Calls are designed to address key topics that individually or as a wholewill help you to meet your adoption goals and increase user experience There isno preparation required on your end for this one hour and free of charge guidanceoffering
10PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Guidance Name High Level Description amp Value for the Customer Product
Adoption Preparation Share key considerations and build the foundation for improved user adoption SAP Cloud for CustomerSAP Marketing Cloud
Cloud Governance and Onboarding Provide a brief overview of Best Practices commonly overlooked activities and additional self-serviceand scheduled resources
SAP Cloud for CustomerSAP Marketing CloudSAP Commerce Cloud
Classic Implementation Risks and how toovercome them
Review typical risks and issues faced by customer implementation projects and how they areovercome SAP Cloud for Customer
Analytics and Best Practices Develop Analytics and Best Practices with a high-level system demo and guidance call SAP Cloud for Customer
Performance Optimization Enable customers to monitor and troubleshoot the most common system performance issues thatcan occur throughout the lifecycle SAP Cloud for Customer
Guidance to the Right Resources Introduce use-case specific enablement resources to support customers on their cloud journeys SAP Cloud for CustomerSAP Commerce Cloud
How to Engage with Support Learn how to efficiently engage with SAP Support SAP Cloud for CustomerSAP Marketing Cloud
How to Prepare for Cloud Upgrades Establish SAP upgrade process understanding and recommended quarterly upgrade cycle steps SAP Cloud for CustomerSAP Marketing Cloud
Go-Live Readiness Realize Go-Live Readiness with a series of guidance checks indicating potential risk Ensuresuccessful go-live measures are in place
SAP Cloud for Customer
11PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Report
The SAP Enterprise Support Report (ESR) collects and consolidates informationfrom the past 6 months and provides a 360-degree overview of your systemenvironment
bull The report serves as an ideal starting point for discussions on how to improveyour IT operations and realize your innovation objectives
bull You are entitled to receive an SAP Enterprise Support report at no additionalcost as part of the SAP Enterprise Support agreement
bull Generate a fully automated On-Premise or Cloud Enterprise Support report inthe SAP One Support Launchpad using the ldquoSAP Support Report Documentrdquotile
The SAP Enterprise Support Report is only currently available for the SAP Cloudfor Customer and SAP Hybris Marketing products
SAP One Support Launchpadbull SAP One Support LaunchpadSAP Support Portalbull CollaborationPDFbull On-Premise sample Enterprise
Support Report (short version)bull ESR Info Sheet
Additional Information
Collaboration
12PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Overview
A Customer Center of Expertise (Customer COE) drives transparency andintegrated quality management for critical challenge resolution across SAPsolution operations
SAP Support Portal
bull Customer Center of Expertise
bull Primary Customer COE
bull Getting Started with PrimaryCustomer COE Certification
bull Learn about the Value of aPrimary Customer COE
bull InformationManagement
bull Contract amp LicenseManagement
bull Innovation amp Influencebull Support Operations
FUNCTIONS
bull Complete checklist andsubmit to SAP
bull Customer incident will beautomatically generatedon behalf of the customerunder componentSV-BO-REQ
bull SAP validates tabulates thescore from the checklist
bull Customer is notifiedof certification results
CERTIFICATION PROCESS
bull Maximum 2 yearsbull Recertification at least
every 2 years
VALIDITY
Additional Information
Collaboration
13PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Readiness Checklist
In order to achieve Customer COE certification the following items must be considered
bull Serve as primary contactpoint for all SAP-specificquestions
bull Organize accessto SAP information
bull Distribute information tospecific target groups(management end users orproject teams)
bull Initiate knowledge platformson SAP topics andinformation exchangemeetings
INFORMATIONMANAGEMENT
bull Focus on areas where yourbusiness requirements arenot covered by SAPstandard functional scope
bull Stay informed about internalprocesses tools andservicesto avoid SAP source codemodifications
INNOVATION ampINFLUENCE
bull Set-up a supportorganization with a sufficientnumber of supportconsultants
bull Enable collaboration withSAP support in all areassuch as incidentmanagement problemmanagement SAP SolutionManager usage and supportservices
SUPPORTOPERATIONS
bull Ensure the usage ofpurchased licensesaccording to what has beenlicensed to mitigate potentialimplicationsof using unauthorizedlicenses
CONTRACT amp LICENSEMANAGEMENT
For further details please visit httpssupportsapcomsupport-programs-servicesccoeprimary-ccoehtml
Collaboration
14PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Basic Functions for Hybrid Solutions
FRAMEWORK TO DIGITIZE BUSINESSESThrough organic innovations and strategic acquisitions SAP has the best solution portfolio and expertise required to enableour customerrsquos digital strategy
Inno
vatio
n I
nflu
ence
SAP
Supp
ort
Information
Contract amp License
Collaboration
15PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
httpswwwsapcomcommunity X
httpssupportsapcom X
GETTING STARTED with CollaborationSAP Support Backbone
SAPs professional social network to get help shareideas and connect with others
bull Discussion forums blogs amp videos
bull Quick access to expert advice
bull Online trainings
bull Software downloads
Collaboration
Your one stop for all support andservice related needs
bull SAP Notes search and incident wizard
bull SAP software distribution center
bull Administration of remote connections
bull License key amp requests
bull SAP service amp software catalog
bull SAP Enterprise Support Academy
bull SAP Enterprise Support Report
bull SAP ONE Support Launchpad
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
9PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Best Practice Guidance Offeringbull SAP Customer Experience Wiki
- Best Practice GuidanceOfferings
bull Overview Videobull Book Now
Additional InformationGuidance Calls are designed to address key topics that individually or as a wholewill help you to meet your adoption goals and increase user experience There isno preparation required on your end for this one hour and free of charge guidanceoffering
10PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Guidance Name High Level Description amp Value for the Customer Product
Adoption Preparation Share key considerations and build the foundation for improved user adoption SAP Cloud for CustomerSAP Marketing Cloud
Cloud Governance and Onboarding Provide a brief overview of Best Practices commonly overlooked activities and additional self-serviceand scheduled resources
SAP Cloud for CustomerSAP Marketing CloudSAP Commerce Cloud
Classic Implementation Risks and how toovercome them
Review typical risks and issues faced by customer implementation projects and how they areovercome SAP Cloud for Customer
Analytics and Best Practices Develop Analytics and Best Practices with a high-level system demo and guidance call SAP Cloud for Customer
Performance Optimization Enable customers to monitor and troubleshoot the most common system performance issues thatcan occur throughout the lifecycle SAP Cloud for Customer
Guidance to the Right Resources Introduce use-case specific enablement resources to support customers on their cloud journeys SAP Cloud for CustomerSAP Commerce Cloud
How to Engage with Support Learn how to efficiently engage with SAP Support SAP Cloud for CustomerSAP Marketing Cloud
How to Prepare for Cloud Upgrades Establish SAP upgrade process understanding and recommended quarterly upgrade cycle steps SAP Cloud for CustomerSAP Marketing Cloud
Go-Live Readiness Realize Go-Live Readiness with a series of guidance checks indicating potential risk Ensuresuccessful go-live measures are in place
SAP Cloud for Customer
11PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Report
The SAP Enterprise Support Report (ESR) collects and consolidates informationfrom the past 6 months and provides a 360-degree overview of your systemenvironment
bull The report serves as an ideal starting point for discussions on how to improveyour IT operations and realize your innovation objectives
bull You are entitled to receive an SAP Enterprise Support report at no additionalcost as part of the SAP Enterprise Support agreement
bull Generate a fully automated On-Premise or Cloud Enterprise Support report inthe SAP One Support Launchpad using the ldquoSAP Support Report Documentrdquotile
The SAP Enterprise Support Report is only currently available for the SAP Cloudfor Customer and SAP Hybris Marketing products
SAP One Support Launchpadbull SAP One Support LaunchpadSAP Support Portalbull CollaborationPDFbull On-Premise sample Enterprise
Support Report (short version)bull ESR Info Sheet
Additional Information
Collaboration
12PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Overview
A Customer Center of Expertise (Customer COE) drives transparency andintegrated quality management for critical challenge resolution across SAPsolution operations
SAP Support Portal
bull Customer Center of Expertise
bull Primary Customer COE
bull Getting Started with PrimaryCustomer COE Certification
bull Learn about the Value of aPrimary Customer COE
bull InformationManagement
bull Contract amp LicenseManagement
bull Innovation amp Influencebull Support Operations
FUNCTIONS
bull Complete checklist andsubmit to SAP
bull Customer incident will beautomatically generatedon behalf of the customerunder componentSV-BO-REQ
bull SAP validates tabulates thescore from the checklist
bull Customer is notifiedof certification results
CERTIFICATION PROCESS
bull Maximum 2 yearsbull Recertification at least
every 2 years
VALIDITY
Additional Information
Collaboration
13PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Readiness Checklist
In order to achieve Customer COE certification the following items must be considered
bull Serve as primary contactpoint for all SAP-specificquestions
bull Organize accessto SAP information
bull Distribute information tospecific target groups(management end users orproject teams)
bull Initiate knowledge platformson SAP topics andinformation exchangemeetings
INFORMATIONMANAGEMENT
bull Focus on areas where yourbusiness requirements arenot covered by SAPstandard functional scope
bull Stay informed about internalprocesses tools andservicesto avoid SAP source codemodifications
INNOVATION ampINFLUENCE
bull Set-up a supportorganization with a sufficientnumber of supportconsultants
bull Enable collaboration withSAP support in all areassuch as incidentmanagement problemmanagement SAP SolutionManager usage and supportservices
SUPPORTOPERATIONS
bull Ensure the usage ofpurchased licensesaccording to what has beenlicensed to mitigate potentialimplicationsof using unauthorizedlicenses
CONTRACT amp LICENSEMANAGEMENT
For further details please visit httpssupportsapcomsupport-programs-servicesccoeprimary-ccoehtml
Collaboration
14PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Basic Functions for Hybrid Solutions
FRAMEWORK TO DIGITIZE BUSINESSESThrough organic innovations and strategic acquisitions SAP has the best solution portfolio and expertise required to enableour customerrsquos digital strategy
Inno
vatio
n I
nflu
ence
SAP
Supp
ort
Information
Contract amp License
Collaboration
15PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
httpswwwsapcomcommunity X
httpssupportsapcom X
GETTING STARTED with CollaborationSAP Support Backbone
SAPs professional social network to get help shareideas and connect with others
bull Discussion forums blogs amp videos
bull Quick access to expert advice
bull Online trainings
bull Software downloads
Collaboration
Your one stop for all support andservice related needs
bull SAP Notes search and incident wizard
bull SAP software distribution center
bull Administration of remote connections
bull License key amp requests
bull SAP service amp software catalog
bull SAP Enterprise Support Academy
bull SAP Enterprise Support Report
bull SAP ONE Support Launchpad
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
10PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationBest Practice Guidance Offering
Collaboration
Guidance Name High Level Description amp Value for the Customer Product
Adoption Preparation Share key considerations and build the foundation for improved user adoption SAP Cloud for CustomerSAP Marketing Cloud
Cloud Governance and Onboarding Provide a brief overview of Best Practices commonly overlooked activities and additional self-serviceand scheduled resources
SAP Cloud for CustomerSAP Marketing CloudSAP Commerce Cloud
Classic Implementation Risks and how toovercome them
Review typical risks and issues faced by customer implementation projects and how they areovercome SAP Cloud for Customer
Analytics and Best Practices Develop Analytics and Best Practices with a high-level system demo and guidance call SAP Cloud for Customer
Performance Optimization Enable customers to monitor and troubleshoot the most common system performance issues thatcan occur throughout the lifecycle SAP Cloud for Customer
Guidance to the Right Resources Introduce use-case specific enablement resources to support customers on their cloud journeys SAP Cloud for CustomerSAP Commerce Cloud
How to Engage with Support Learn how to efficiently engage with SAP Support SAP Cloud for CustomerSAP Marketing Cloud
How to Prepare for Cloud Upgrades Establish SAP upgrade process understanding and recommended quarterly upgrade cycle steps SAP Cloud for CustomerSAP Marketing Cloud
Go-Live Readiness Realize Go-Live Readiness with a series of guidance checks indicating potential risk Ensuresuccessful go-live measures are in place
SAP Cloud for Customer
11PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Report
The SAP Enterprise Support Report (ESR) collects and consolidates informationfrom the past 6 months and provides a 360-degree overview of your systemenvironment
bull The report serves as an ideal starting point for discussions on how to improveyour IT operations and realize your innovation objectives
bull You are entitled to receive an SAP Enterprise Support report at no additionalcost as part of the SAP Enterprise Support agreement
bull Generate a fully automated On-Premise or Cloud Enterprise Support report inthe SAP One Support Launchpad using the ldquoSAP Support Report Documentrdquotile
The SAP Enterprise Support Report is only currently available for the SAP Cloudfor Customer and SAP Hybris Marketing products
SAP One Support Launchpadbull SAP One Support LaunchpadSAP Support Portalbull CollaborationPDFbull On-Premise sample Enterprise
Support Report (short version)bull ESR Info Sheet
Additional Information
Collaboration
12PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Overview
A Customer Center of Expertise (Customer COE) drives transparency andintegrated quality management for critical challenge resolution across SAPsolution operations
SAP Support Portal
bull Customer Center of Expertise
bull Primary Customer COE
bull Getting Started with PrimaryCustomer COE Certification
bull Learn about the Value of aPrimary Customer COE
bull InformationManagement
bull Contract amp LicenseManagement
bull Innovation amp Influencebull Support Operations
FUNCTIONS
bull Complete checklist andsubmit to SAP
bull Customer incident will beautomatically generatedon behalf of the customerunder componentSV-BO-REQ
bull SAP validates tabulates thescore from the checklist
bull Customer is notifiedof certification results
CERTIFICATION PROCESS
bull Maximum 2 yearsbull Recertification at least
every 2 years
VALIDITY
Additional Information
Collaboration
13PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Readiness Checklist
In order to achieve Customer COE certification the following items must be considered
bull Serve as primary contactpoint for all SAP-specificquestions
bull Organize accessto SAP information
bull Distribute information tospecific target groups(management end users orproject teams)
bull Initiate knowledge platformson SAP topics andinformation exchangemeetings
INFORMATIONMANAGEMENT
bull Focus on areas where yourbusiness requirements arenot covered by SAPstandard functional scope
bull Stay informed about internalprocesses tools andservicesto avoid SAP source codemodifications
INNOVATION ampINFLUENCE
bull Set-up a supportorganization with a sufficientnumber of supportconsultants
bull Enable collaboration withSAP support in all areassuch as incidentmanagement problemmanagement SAP SolutionManager usage and supportservices
SUPPORTOPERATIONS
bull Ensure the usage ofpurchased licensesaccording to what has beenlicensed to mitigate potentialimplicationsof using unauthorizedlicenses
CONTRACT amp LICENSEMANAGEMENT
For further details please visit httpssupportsapcomsupport-programs-servicesccoeprimary-ccoehtml
Collaboration
14PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Basic Functions for Hybrid Solutions
FRAMEWORK TO DIGITIZE BUSINESSESThrough organic innovations and strategic acquisitions SAP has the best solution portfolio and expertise required to enableour customerrsquos digital strategy
Inno
vatio
n I
nflu
ence
SAP
Supp
ort
Information
Contract amp License
Collaboration
15PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
httpswwwsapcomcommunity X
httpssupportsapcom X
GETTING STARTED with CollaborationSAP Support Backbone
SAPs professional social network to get help shareideas and connect with others
bull Discussion forums blogs amp videos
bull Quick access to expert advice
bull Online trainings
bull Software downloads
Collaboration
Your one stop for all support andservice related needs
bull SAP Notes search and incident wizard
bull SAP software distribution center
bull Administration of remote connections
bull License key amp requests
bull SAP service amp software catalog
bull SAP Enterprise Support Academy
bull SAP Enterprise Support Report
bull SAP ONE Support Launchpad
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
11PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Report
The SAP Enterprise Support Report (ESR) collects and consolidates informationfrom the past 6 months and provides a 360-degree overview of your systemenvironment
bull The report serves as an ideal starting point for discussions on how to improveyour IT operations and realize your innovation objectives
bull You are entitled to receive an SAP Enterprise Support report at no additionalcost as part of the SAP Enterprise Support agreement
bull Generate a fully automated On-Premise or Cloud Enterprise Support report inthe SAP One Support Launchpad using the ldquoSAP Support Report Documentrdquotile
The SAP Enterprise Support Report is only currently available for the SAP Cloudfor Customer and SAP Hybris Marketing products
SAP One Support Launchpadbull SAP One Support LaunchpadSAP Support Portalbull CollaborationPDFbull On-Premise sample Enterprise
Support Report (short version)bull ESR Info Sheet
Additional Information
Collaboration
12PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Overview
A Customer Center of Expertise (Customer COE) drives transparency andintegrated quality management for critical challenge resolution across SAPsolution operations
SAP Support Portal
bull Customer Center of Expertise
bull Primary Customer COE
bull Getting Started with PrimaryCustomer COE Certification
bull Learn about the Value of aPrimary Customer COE
bull InformationManagement
bull Contract amp LicenseManagement
bull Innovation amp Influencebull Support Operations
FUNCTIONS
bull Complete checklist andsubmit to SAP
bull Customer incident will beautomatically generatedon behalf of the customerunder componentSV-BO-REQ
bull SAP validates tabulates thescore from the checklist
bull Customer is notifiedof certification results
CERTIFICATION PROCESS
bull Maximum 2 yearsbull Recertification at least
every 2 years
VALIDITY
Additional Information
Collaboration
13PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Readiness Checklist
In order to achieve Customer COE certification the following items must be considered
bull Serve as primary contactpoint for all SAP-specificquestions
bull Organize accessto SAP information
bull Distribute information tospecific target groups(management end users orproject teams)
bull Initiate knowledge platformson SAP topics andinformation exchangemeetings
INFORMATIONMANAGEMENT
bull Focus on areas where yourbusiness requirements arenot covered by SAPstandard functional scope
bull Stay informed about internalprocesses tools andservicesto avoid SAP source codemodifications
INNOVATION ampINFLUENCE
bull Set-up a supportorganization with a sufficientnumber of supportconsultants
bull Enable collaboration withSAP support in all areassuch as incidentmanagement problemmanagement SAP SolutionManager usage and supportservices
SUPPORTOPERATIONS
bull Ensure the usage ofpurchased licensesaccording to what has beenlicensed to mitigate potentialimplicationsof using unauthorizedlicenses
CONTRACT amp LICENSEMANAGEMENT
For further details please visit httpssupportsapcomsupport-programs-servicesccoeprimary-ccoehtml
Collaboration
14PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Basic Functions for Hybrid Solutions
FRAMEWORK TO DIGITIZE BUSINESSESThrough organic innovations and strategic acquisitions SAP has the best solution portfolio and expertise required to enableour customerrsquos digital strategy
Inno
vatio
n I
nflu
ence
SAP
Supp
ort
Information
Contract amp License
Collaboration
15PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
httpswwwsapcomcommunity X
httpssupportsapcom X
GETTING STARTED with CollaborationSAP Support Backbone
SAPs professional social network to get help shareideas and connect with others
bull Discussion forums blogs amp videos
bull Quick access to expert advice
bull Online trainings
bull Software downloads
Collaboration
Your one stop for all support andservice related needs
bull SAP Notes search and incident wizard
bull SAP software distribution center
bull Administration of remote connections
bull License key amp requests
bull SAP service amp software catalog
bull SAP Enterprise Support Academy
bull SAP Enterprise Support Report
bull SAP ONE Support Launchpad
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
12PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Overview
A Customer Center of Expertise (Customer COE) drives transparency andintegrated quality management for critical challenge resolution across SAPsolution operations
SAP Support Portal
bull Customer Center of Expertise
bull Primary Customer COE
bull Getting Started with PrimaryCustomer COE Certification
bull Learn about the Value of aPrimary Customer COE
bull InformationManagement
bull Contract amp LicenseManagement
bull Innovation amp Influencebull Support Operations
FUNCTIONS
bull Complete checklist andsubmit to SAP
bull Customer incident will beautomatically generatedon behalf of the customerunder componentSV-BO-REQ
bull SAP validates tabulates thescore from the checklist
bull Customer is notifiedof certification results
CERTIFICATION PROCESS
bull Maximum 2 yearsbull Recertification at least
every 2 years
VALIDITY
Additional Information
Collaboration
13PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Readiness Checklist
In order to achieve Customer COE certification the following items must be considered
bull Serve as primary contactpoint for all SAP-specificquestions
bull Organize accessto SAP information
bull Distribute information tospecific target groups(management end users orproject teams)
bull Initiate knowledge platformson SAP topics andinformation exchangemeetings
INFORMATIONMANAGEMENT
bull Focus on areas where yourbusiness requirements arenot covered by SAPstandard functional scope
bull Stay informed about internalprocesses tools andservicesto avoid SAP source codemodifications
INNOVATION ampINFLUENCE
bull Set-up a supportorganization with a sufficientnumber of supportconsultants
bull Enable collaboration withSAP support in all areassuch as incidentmanagement problemmanagement SAP SolutionManager usage and supportservices
SUPPORTOPERATIONS
bull Ensure the usage ofpurchased licensesaccording to what has beenlicensed to mitigate potentialimplicationsof using unauthorizedlicenses
CONTRACT amp LICENSEMANAGEMENT
For further details please visit httpssupportsapcomsupport-programs-servicesccoeprimary-ccoehtml
Collaboration
14PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Basic Functions for Hybrid Solutions
FRAMEWORK TO DIGITIZE BUSINESSESThrough organic innovations and strategic acquisitions SAP has the best solution portfolio and expertise required to enableour customerrsquos digital strategy
Inno
vatio
n I
nflu
ence
SAP
Supp
ort
Information
Contract amp License
Collaboration
15PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
httpswwwsapcomcommunity X
httpssupportsapcom X
GETTING STARTED with CollaborationSAP Support Backbone
SAPs professional social network to get help shareideas and connect with others
bull Discussion forums blogs amp videos
bull Quick access to expert advice
bull Online trainings
bull Software downloads
Collaboration
Your one stop for all support andservice related needs
bull SAP Notes search and incident wizard
bull SAP software distribution center
bull Administration of remote connections
bull License key amp requests
bull SAP service amp software catalog
bull SAP Enterprise Support Academy
bull SAP Enterprise Support Report
bull SAP ONE Support Launchpad
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
13PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Readiness Checklist
In order to achieve Customer COE certification the following items must be considered
bull Serve as primary contactpoint for all SAP-specificquestions
bull Organize accessto SAP information
bull Distribute information tospecific target groups(management end users orproject teams)
bull Initiate knowledge platformson SAP topics andinformation exchangemeetings
INFORMATIONMANAGEMENT
bull Focus on areas where yourbusiness requirements arenot covered by SAPstandard functional scope
bull Stay informed about internalprocesses tools andservicesto avoid SAP source codemodifications
INNOVATION ampINFLUENCE
bull Set-up a supportorganization with a sufficientnumber of supportconsultants
bull Enable collaboration withSAP support in all areassuch as incidentmanagement problemmanagement SAP SolutionManager usage and supportservices
SUPPORTOPERATIONS
bull Ensure the usage ofpurchased licensesaccording to what has beenlicensed to mitigate potentialimplicationsof using unauthorizedlicenses
CONTRACT amp LICENSEMANAGEMENT
For further details please visit httpssupportsapcomsupport-programs-servicesccoeprimary-ccoehtml
Collaboration
14PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Basic Functions for Hybrid Solutions
FRAMEWORK TO DIGITIZE BUSINESSESThrough organic innovations and strategic acquisitions SAP has the best solution portfolio and expertise required to enableour customerrsquos digital strategy
Inno
vatio
n I
nflu
ence
SAP
Supp
ort
Information
Contract amp License
Collaboration
15PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
httpswwwsapcomcommunity X
httpssupportsapcom X
GETTING STARTED with CollaborationSAP Support Backbone
SAPs professional social network to get help shareideas and connect with others
bull Discussion forums blogs amp videos
bull Quick access to expert advice
bull Online trainings
bull Software downloads
Collaboration
Your one stop for all support andservice related needs
bull SAP Notes search and incident wizard
bull SAP software distribution center
bull Administration of remote connections
bull License key amp requests
bull SAP service amp software catalog
bull SAP Enterprise Support Academy
bull SAP Enterprise Support Report
bull SAP ONE Support Launchpad
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
14PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationCustomer Center of Expertise ndash Basic Functions for Hybrid Solutions
FRAMEWORK TO DIGITIZE BUSINESSESThrough organic innovations and strategic acquisitions SAP has the best solution portfolio and expertise required to enableour customerrsquos digital strategy
Inno
vatio
n I
nflu
ence
SAP
Supp
ort
Information
Contract amp License
Collaboration
15PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
httpswwwsapcomcommunity X
httpssupportsapcom X
GETTING STARTED with CollaborationSAP Support Backbone
SAPs professional social network to get help shareideas and connect with others
bull Discussion forums blogs amp videos
bull Quick access to expert advice
bull Online trainings
bull Software downloads
Collaboration
Your one stop for all support andservice related needs
bull SAP Notes search and incident wizard
bull SAP software distribution center
bull Administration of remote connections
bull License key amp requests
bull SAP service amp software catalog
bull SAP Enterprise Support Academy
bull SAP Enterprise Support Report
bull SAP ONE Support Launchpad
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
15PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
httpswwwsapcomcommunity X
httpssupportsapcom X
GETTING STARTED with CollaborationSAP Support Backbone
SAPs professional social network to get help shareideas and connect with others
bull Discussion forums blogs amp videos
bull Quick access to expert advice
bull Online trainings
bull Software downloads
Collaboration
Your one stop for all support andservice related needs
bull SAP Notes search and incident wizard
bull SAP software distribution center
bull Administration of remote connections
bull License key amp requests
bull SAP service amp software catalog
bull SAP Enterprise Support Academy
bull SAP Enterprise Support Report
bull SAP ONE Support Launchpad
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
16PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationWhere to find additional assistance
Collaboration
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMER X
SAP Help Portal - Your one stop applicationdocumentation
bull Find SAP product application documentation
bull Learning Journeys
bull Updated with ever release
bull Previous versions available
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsenablecxsapcom X
Customer Experience Enablement Portal ndash Stayup to date in this media sharing enablement site
bull Product enablement
bull Quick access to how to guides
bull Hundreds of tutorials and demos
bull Dedicated channels for each solution
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswwwsapcomtraining-certificationhtml X
Training amp Certification - Explore SAP trainingsamp certifications
bull Empower your SAP end users fromdevelopers to marketers ndash with our suite ofworld-class SAP training courses enablementsolutions and certification programs
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpsinfluencesapcom X
Influence amp Adopt
bull If you have a feature request directly addressit to Product Management by submitting it onSAP Customer Influence ProductManagement regularly reviews and providesfeedback on these requests
bull Find SAP product applicationdocumentation
bull Learning Journeysbull Updated with ever releasebull Previous versions available
httpswikihybriscom X
SAP Customer Experience Wiki - Your go-toproduct specific wiki where you will find
bull Release cycle amp Upgrade information
bull Enablement content amp Webinars
bull Newsletters
bull User communities
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
17PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationSAP Enterprise Support Value Maps ndash Overview
Collaboration
Guided approachto reach your objective
Social collaborationto connect directly withSAP experts and peers
Empowermentto build the knowledge
and skills you need
Expert accessto obtain guidance from
SAP support experts
SAP Enterprise Support Value Maps ndash A structured and goal-based approach to quickly identify therelevant SAP Enterprise Support services tools and offerings to achieve defined targets and addressyour business needs In addition leverage the in-depth knowledge of our support advisory team forpersonal guidance based on 45+ years of close customer engagements
Available Value MapsSAP
S4HANACloud
DigitalInnovation
SAPAnalyticsSolutions
SAP JamCollaboration
SAPS4HANA
On PremiseData VolumeManagement
SAPSuccessFactors
LifecycleManagement
BusinessProcess
Improvement
gtgt Sign up
Security
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
18PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentBuild the skills that build value through the SAP Enterprise Support Academy
EmpowermentThe SAP Enterprise Support Academy empowers you with expert guidance and highimpact knowledge transfer services that enable you to innovate and be successful withSAP solutions
Empowerment
Knowledge transferon digital transformation
integration and system operations
On-demand learning experienceby combining self-paced and
expert-led offerings available on a24x7 platform
High-quality vendor knowledgefrom SAP Support experts helps to
close the digital skills gap of keyusers IT and line-of-business experts
Available Formats Tutorials ampVideos
Guided Self-Services
Expert-GuidedImplementations
BestPractices
AcceleratedInnovation
Enablement
ContinuousQuality Checks amp
ImprovementServices
Meet-the-ExpertSessions
280+ 15 50+70+ 190+17+ 740+
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
19PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentSAP Enterprise Support Academy ndash SAP Learning Hub amp Newsletter
The award-winning SAP Enterprise Support Academy provides expert guidance andhigh impact knowledge transfer services which enable you to innovate and besuccessful with SAP solutions
Sign UpAccess our next generation learning management infrastructure The SAP LearningHub helps you master the details of the software that runs your business Learning isextended to full browsing through featured and recommended content with acustomizable learning planTo access the SAP Learning Hub Edition for SAP Enterprise Support a one-timeregistration via S-User is required
UpdateStay informed about the wide range of services and educational content offered bysubscribing to the SAP Enterprise Support Academy update
SAP Support Portalbull SAP Enterprise Support
Academybull SAP Learning Hub - sign upbull Topics to contact CIC (S-User
request)bull SAP Enterprise Support
Academy - update subscriptionVideobull Short video How to sign up for
the SAP Learning Hubbull Short video How to search in
SAP Learning Hub
Additional Information
Empowerment
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
20PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentContinuous Quality Checks (CQC)
SAP Support Portalbull SAP Enterprise Support
Delivery (CQCs ampImprovement Services)
bull Remote SupportSAP Notebull Central preparatory note
(91488)bull Open a customer incident on
component ldquoSV-BO-REQrdquo torequest a remote service
CQC Remote services help you to reduce technical risks and outline optimization potentials Additional Information
SAP Commerce Cloud SAP Marketing Cloud SAP Sales CloudSAP Service Cloud
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Business ProcessPerformance Optimization
bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check bull SAP CQC Early Watch Check
bull SAP CQC Going Live Support bull SAP CQC Going Live Support bull SAP CQC Going Live Support
bull SAP CQC for Implementation bull SAP CQC for Implementation bull SAP CQC for Implementation
CQC infosheets for SAP Marketing Cloud are planned to be available Q1 2019 nevertheless CQC services for SAP Marketing Cloud can be requested via component SV-BP-REQ
Empowerment
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
21PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation and Value RealizationDrive innovation and get more value from your SAP investment
SAP Enterprise SupportAdvisory Council
Co-innovate with SAP to becomean early adopter of support
innovations and to help improvethe support offering
SAP Solution ManagerEfficiently manage IT andsmoothly introduce new
functionalities for meetingbusiness requirements
Innovation and Value RealizationSAP Enterprise Support provides a wide range of services and tools to help you realizemore business value and to accelerate the adoption of new innovations
Innovation ampValue Realization
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
22PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager
Innovation ampValue Realization
SAP Solution Manager ndash End-to-end application lifecycle management providing tools to help youoptimize your IT processes minimize manual effort reduce operating costs and introduce newbusiness functions easily
PlatformModern and intelligent
IT-management platform tobecome a digital enterprise
Integrated solutionImplement maintain run andadopt all enterprise solutions
while supporting businessinnovation business continuity
and efficient operations
Across all deployment optionsSupports the entire lifecycle of
your business applicationsrunning on-premise hybrid or in
the cloud
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
23PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Install and Configure
SAP Solution Manager provides capabilities and enables servicesfor SAP Enterprise Support
bull For SAP S4HANA implementations SAP recommends the installation of SAPSolution Manager 72
bull SAP Solution Manager 72 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 71 was December31 2017 Customers switch to Customer-Specific Maintenance automatically at theend of mainstream maintenance
Read the blog to learn how you can master the upgrade successfully
SAP Support Portal
bull SAP Solution Manager
bull SAP Solution Manager usagerights
bull Media Center of SAP SolutionManager 72
bull SAP Solution Manager - Training ampServices (EGI)
SAP Help Portal
bull SAP Solution Manager
Additional Information
Innovation ampValue Realization
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
24PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Solution Manager ndash Activate SAP EarlyWatch Alert
Activate SAP EarlyWatch Alert for productive systems to
bull Monitor the essential administrative areas of SAP components
bull Keep you up to date on their performance and stability
bull Stay informed by running system checks automatically
bull Allow you to react to issues proactively before they become critical
SAP ONE Support Launchpadbull SAP EarlyWatch Alert
WorkspaceSAP Support Portalbull SAP EarlyWatch Alert pro-
active monitoringSAP Help Portalbull SAP EarlyWatch AlertSAP Notebull How to Access the SAP EWA
Fiori 2520319)bull Apps in the Cloud (SAP Note
Using SAP EWA (Note 1257308)bull SAP EWA processed at SAP
(Note 207223)
Additional Information
Innovation ampValue Realization
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
25PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Support Backbone Update
SAPs Support Backbone is the central infrastructure located at SAPto provide technical support to our customers
SAP plans to finalize the update of the SAP Support Backbone byJanuary 1 2020
The most important changes are upgrading to https communicationand enabling server certificates to use SSL
This update affects SAP Solution Manager and SAP systems whichare communicating with the SAP Support Backbone
In SAP Solution Manager 72 the Support Hub connectivity enablesthe updated exchange of data with the SAP Support Backbone
More informationbull Overview page in the SAP Support Portalbull Transition essentialsbull Creation of users for support hub communication
After January 1st 2020 SAP Solution Manager systems on SP stack level lower than SPS07 are not ableto communicate with the SAP Support Backbone anymore
Customers need to prepare before January 1st 2020
Customer Situation 1Customer system is already on SAP Solution Manager 72Implement SPS07 (plus additional SAP Notes) or implementSPS08
Customer Situation 2Customer system is still on SAP Solution Manager 71Request a technical S-UserUpgrade to SAP Solution Manager 72 SPS07 (plus additionalSAP Notes) or upgrade to SPS08
Important If these actions are prepared well in advance noactivities have to be done on January 1st 2020 On this date onlythe backend changes come into effect
The relevant additional SAP Notes for SPS07 will be published on this page once available
Innovation ampValue Realization
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
26PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationSAP Enterprise Support Advisory Council
SAP Enterprise Support Advisory Council ndash Become an early adopter of the latest supportinnovations and directly influence SAPrsquos offering in a meaningful way based on your ownrequirements
Focus topics Integration SAP S4HANAon-premiseSAP Cloud Solutions SAP S4HANA
cloudSAP Leonardo ndashDigital Innovation
Close Collaboration
Co-Innovation
Customer
Pilot new offerings
Direct feedback
TransparencySAP
Direct influence
Expert access
Early adopter
Innovation ampValue Realization
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
27PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportReliable end-to-end support across all deployment scenarios
Mission Critical SupportRegardless of your deployment scenario and the issues that may arise a cornerstone ofSAP Enterprise Support is mission-critical support that provides rapid collaboration withsupport experts
A single intuitive interfaceto access support resourcesBy using customizable role
profiles the SAP ONE SupportLaunchpad displays only relevantapplications and insights to help
ensure an efficient and user-friendly experience
24x7 availabilityindependent of your deploymentmodel with CALL-1-SAP as yourglobal toll-free telephone number
for contacting SAP supportProfit from the features of the
Next-Generation Supportapproach
Minimized business disruptionand accelerated problem
resolution thanks to best-in-classservice level agreements for a
timely initial reaction and acorrective action
Mission CriticalSupport
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
28PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSAP ONE Support Launchpad
bull The SAP ONE SupportLaunchpad provides a user-centric entry point for all SAPCustomers and Partners -independent of their SAPsolution
bull More than 70 applicationsaround Service amp SupportAnd more to come
bull Watch the video
bull Register for your Demo today
Overview Preview
bull Easy access to applicationsand information according tothe users role
bull Pro-active and guided
bull Simplified UI based on SAPFiori
bull Global Search for quicklyfinding answers supportassets and fast inter-application navigation
bull Strong Favorites Concept
bull Holistic overview of yoursupport assets in one place
Benefitsbull Direct access via
httpslaunchpadsupportsapcom
bull Access via the SAP Support Portal
bull Access via QR-Code
Access
DesktopMobile
SAP ONE Support Launchpad ndash Performing support tasks is simplified by user-centricapplications accessed through one central entry point the SAP ONE Support Launchpad
Mission CriticalSupport
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
29PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation SupportGroundbreaking supportfor the intelligent enterprise
SAP Support todayIndustry-leading proactiveand preventive supportacross all deploymentscenarios
Self-service and incidentprevention
Real-timeinteractions
Artificial Intelligence Machine learning
Digital supportexperience
Mission CriticalSupport
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
30PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
For further details please visit the SAP Support Portal
GETTING STARTED with Mission Critical SupportNext Generation Support
Next-Generation Support hasseveral comprehensive solutionsndash so you never have to ask aquestion and if you do have aquestion you receive an answerinstantly
We offer real-time supportchannels with live and directaccess to SAPrsquos supportexperts creating a faster andmore direct route to issueresolution ndash anytime anywhereand from any device
Benefit from a seamless andintuitive omnichannel supportexperience with personalizedcontext-sensitive support whenand where you need it
SAP constantly innovates toimprove our products andprovide you with a world-classsupport experience As thoughtleaders we aim to provide youwith state-of-the-art supportincluding machine learning andcognitive computing drivenservices
Knowledge Base Articles (KBAs)via Google search
Guided Answers
SAP Community
SAP Support Portal
Support by Product
Proactive outreach through infosessions and WhatsApp
Expert Chat
Schedule an Expert
Ask an Expert Peer(Feature Trial)
Call-1-SAP amp Customer InteractionCenter (CIC)
Thought leadership
Cognitive computing
SAP ONE Support Launchpad
Built-in support
Cloud Availability Center
SAP Cloud Trust Center
Social Media integration
Self-service andincident prevention
Real-timeinteractions
ArtificialIntelligence Machine Learning
Digital supportexperience
Mission CriticalSupport
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
31PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportService-Level Agreements
Service-level agreements ndash SAPrsquos commitment to timely initial response and corrective actionmeans you can rely on fast support for your most critical business needs
bull Accelerated problem resolutionfor productive system incidents andcritical projects
bull Minimized business disruptionand reduction of unforeseen downtime
bull Reduced financial impactof support issues
1 2Incident Priority
1 hour 4 hoursInitial Response Time
4 hours naCorrective Action(Work-around action plan)
Click here to view the SAP Cloud SupportPolicy (including SLA details)agravePrio 2 Only during SAPrsquos local office time for on-premise related issues
Mission CriticalSupport
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
32PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP Help Center (in app help) amp Step by Step Guide
YouTube Videobull Help Center in Fiori Client (Start
from 033)
PDFbull Step by step guide (SAP Cloud
for Customer)
Additional InformationLearn how to use functionality embedded in your application to contact supportOpening incidents from application (in app help)
SAP Help Center
When a user encounters a problem whileworking with the C4C system they shouldfirst search for a solution in the Help Center
bull Federated Search (knowledge source tosearch all important databases at once)
bull Find SAP product applicationdocumentation
bull Knowledge Base Articles (KBArsquos)
Step-by-Step guide (SAP Cloud for Customer)
This document describes the basics of what auser of SAP Cloud for Customer needs toknow in order to efficiently interact with SAPSupport How to search for solutions How tochat with Support How to receive answersfrom SAP
Mission CriticalSupport
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
33PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportCustomer Incident - SAP ONE Support Launchpad
The incident form on the SAP ONE Support Launchpad is used to report technicalissueserrors related to your SAP products or SAP support applicationsRefer to SAP Note 1296527 for more detailed steps on creating a support incident
Create customer incident with following content (SAP Note 1922545)bull Select the correct componentsystemproductinstallation (see SAP Note 2379404 for Cloud
incidents)bull Selecting an incorrect systemproduct or installation for the incident may have negative impact on the
processing of the incident you submit
bull The support contract depends on the installation and if an incorrect systemproduct is selected differentSLArsquos and resulting different processing times will apply to the incident
bull Enter S-userperson getting the error message
bull Provide a meaningful short text description and a step-by-step description including navigationand description of expected results
bull Add screenshot of error message and inform about any SAP Notes Search which was done
bull Open service connection and provide login data (SAP Note 1773689) (if required)
bull Carefully select the incident priority (SAP Note 67739)
bull Record only one issue per incident (SAP Note 50048)
SAP Support Portalbull Incidentsbull Knowledge BasePDFbull Support Essential What a
Customer Should Know AboutSAP Incident Processing
For any problem with thisapplication create an incident undercomponentldquoXX-SER-SAPSMP-IBXrdquo
Additional Information
Mission CriticalSupport
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
34PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportBest Practices for opening an incident
Please provide the following information when you submit your incident This will eliminate the back-and-forth that generally ensues The result is faster resolution to your issues
Mission CriticalSupport
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
35PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportSystem Data Maintenance
Up-to-date system data is the basis for a great support experience
bull Correct system data helps to achieve a higher quality of search results(eg search for SAP Notes)
bull Some support applications refer automatically to the system data in order toavoid a repetitive input of data (eg create a customer incident)
Functions which ease system data maintenance
bull The system data overview report allows to review maintained system data ata glance and to easily update them
bull System data synchronization between SAP Solution Manager andSAP Support Portal can be used
SAP Support Portalbull Learn about System Data
MaintenanceSAP Help Portalbull Synchronize System Data with
SAP Support PortalSAP Notebull System data maintenance
collective note (172481)
Additional Information
Mission CriticalSupport
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
36PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enhancing the foundation
SAP Preferred Care SAP Preferred SuccessEnhancing the foundation
Proactiveand preventive
support
Across alldeployment
options
Empowerment Innovation andvalue realization
Mission-criticalsupportCollaboration
SAP Enterprise SupportThe foundation for customer success
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
37PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
SAP Preferred Success PlanEnhancing the Foundational SAP Enterprise Support Cloud Editions
Success Resources Advanced Support
Guided by CustomerSuccess Managerbull Guided onboarding experiencebull Collaborative and optimized release
planningbull Solution consumption planning and
monitoringbull Success checksbull Enhanced engagement reporting
Tailored based on your needsand evolving best practicesbull Proactive identification of learning opportunitiesbull System administrator and key user trainingsbull Access to SAP Learning Hub Solution Editionsbull Access to best practices including testing and
release methodology
Accelerated support withmitigation tacticsbull Best cloud service levels
from SAP 50 faster response time targets forpriority 2-4 incidents with SAP product support
bull Resolution target on priority 2 incidentsbull Prioritization in the support queuebull Additional support expertise
and advocacy
SAP EnterpriseSupport cloud
editions
Self-serve and stand readybull Proactive checksbull Access to product expertisebull SAP Enterprise Support value mapsbull Schedule an Expert and meet-the-expert
sessionsbull Release update informationbull Self-service onboarding product road map
information and reporting
Enterprise standardizedcontentbull Learning resources from the
SAP Enterprise Support Academybull SAP Help Portal documentation
Rich support knowledgebase and backbonebull Service-level agreementsbull SAP support knowledge base notesbull Next-Generation Support featuresbull Global support backbone
SAP PreferredSuccess
Learning Resources
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
38PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Guided OnboardingGetting Started with SAP Preferred Success We wantto ensure you get the most out of your engagementwith us Learn about your entitlements and benefits asa SAP Preferred Success customer
SAP Preferred Success CommunityJoin the SAP Preferred Success Community tocollaborate with other SAP cloud users and SAPsubject matter experts Leverage the community toget help share ideas and connect with others
Proactive safe-start approachAttend a safe-start go-live webinar check to decreasethe administrative effort and increase assurancebefore go-live
Advanced target service-level agreementsBenefit from quicker initial response times andresolution targets for non-defect issues throughenhanced target SLAs Yoursquoll get these from contractsignature through the lifetime of your subscription
Prioritized handling of top issuesPrioritized 247 handling of P1 and P2 issues
Metric-driven consumption planningRealize better business outcomes Proactive alerts tothe SAP Preferred Success teams trigger when yoursolution and features are underutilized We thenorchestrate success resources on your behalf
Collaborative and optimized releaseplanning for new featuresPrepare for and execute a successful release Expectproactive notification on release timelines andresources Yoursquoll then receive release notes based onyour environment and get suggestions for relevanttraining
Testing best practicesLearn the best in testing practices as you prepare foryour quarterly release and establish a test strategy
Exclusive focused learning componentsLeverage the collaborative learning community to gaininsight from other users Access webinars with expertsto increase knowledge and understanding on technicaland functional topics
System administrator and end-user trainingsReceive relevant and timely training to increase skillsof end-users and administrators
Peak-time planningReceive invites and access to exclusive webinars thatcover best practices for peak-time planning such asyour employee performance or accounts receivablecycles
Enhanced success and engagementreportingAccess reports and dashboards regarding theengagement and productive use of the solutionthroughout the entire lifecycle
Engagement tracking checkpointsAccess success resources to answer questions relatedto critical issues reporting and best practices Youcan reach out proactively via the CALL-1-SAP lineduring business hours
Onboard Utilize Optimize
SAP Preferred SuccessRealizing value through every stage of your solution experience
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
39PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Enjoy prioritized 247 handling of Priority 1 and Priority 2 issues Benefit fromquicker initial response times and resolution targets for non-defect issuesthrough enhanced target SLAs which are included with SAP Preferred SuccessYoursquoll get these from contract signature through the lifetime of your subscription
RT= Real time OH= Office hours BD= Business day
Priority InitialResponse Time Resolution Target Initial
Response Time Resolution Target
1 1 hour (RT) 4 hours (RT) 1 hour (RT) 4 hours (RT)
2 4 hours (RT) - 2 hours (RT) 3 BD
3 1 BD - 4 hours (OH) -
4 2 BD - 1 BD -
Click here to view the SAP Cloud Support Policy with SLA details
SAP Enterprise Support Cloud Editions SAP Preferred Success
SAP Preferred SuccessAdvanced Support Target Service-Level Agreement
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
Thank you
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registeredtrademarks of SAP SE (or an SAP affiliate company) in Germany and other countries All other product and service namesmentioned are the trademarks of their respective companies
See wwwsapcomcopyright for additional trademark information and notices
wwwsapcomcontactsap
Follow us
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
copy 2018 SAP SE or an SAP affiliate company All rights reserved
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission ofSAP SE or an SAP affiliate company
The information contained herein may be changed without prior notice Some software products marketed by SAP SE and itsdistributors contain proprietary software components of other software vendors National product specifications may vary
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only without representation orwarranty of any kind and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materialsThe only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warrantystatements accompanying such products and services if any Nothing herein should be construed as constituting an additionalwarranty
In particular SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document orany related presentation or to develop or release any functionality mentioned therein This document or any related presentationand SAP SErsquos or its affiliated companiesrsquo strategy and possible future developments products andor platforms directions andfunctionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reasonwithout notice The information in this document is not a commitment promise or legal obligation to deliver any material code orfunctionality All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differmaterially from expectations Readers are cautioned not to place undue reliance on these forward-looking statements and theyshould not be relied upon in making purchasing decisions
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Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
Appendix
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
43PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with CollaborationUseful Links and SAP Notes (14)
Contact us (CALL-1-SAP CIC) bull httpsservicesapcomcall1sapbull httpssupportsapcomcontactusbull httpslaunchpadsupportsapcomnotes560499
(SAP Note 560499 - Customer Interaction Center Hotline Numbers amp E-mail Addresses )
Best Practice Guidance Offering bull Hybris Wiki - Best Practice Guidance Offeringsbull Overview Videobull Book Now
SAP Enterprise Support Report bull SAP One Support Launchpadbull Collaborationbull On-Premise sample Enterprise Support Report (short version)
Customer Center of Expertise (CUSTOMER COE)bull Primary Customer COE
bull httpssupportsapcomenofferings-programsccoehtmlbull httpssupportsapcomenofferings-programsccoeservice-providerprimary-ccoehtml
SAP Support Backbonebull SAP Support Portalbull SAP Community
bull httpssupportsapcom (agrave Personal Demo)bull httpswwwsapcomcommunity
Additional assistance bull httpshelpsapcomviewerpSAP_HYBRIS_CLOUD_FOR_CUSTOMERbull httpsenablecxsapcombull httpswwwsapcomtraining-certificationhtmlbull httpsinfluencesapcombull httpswikihybriscom
SAP Enterprise Support Value Maps bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyvalue-mapshtml
COLLABORATION
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
44PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with EmpowermentUseful Links and SAP Notes (24)
SAP Enterprise Support Academy bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academyhtml
SAP Learning Hubbull SAP Learning Hub - sign upbull Quick guide
bull Short video How to sign up for the SAP Learning Hub
bull Short video How to search in SAP Learning Hub
bull SAP Enterprise Support Academy - updatesubscription
bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academylearnhtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspofferings-and-programssap-enterprise-
supportenterprise-support-academylearning-hubLH_ESedition_Howtopdfbull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmlshow=projectPR_9712A06E
7F284A2demo3bull httpswpb101101hanaondemandcomwpbwawa_esa~tagpublishedindexhtmllibrary=librarytxtampshow=book
BO_ED56F57006147E91slideSL_4019F96928F4B485bull httpswwwsapcomcmpnlenterprise-support-academyindexhtml
Delivery Formats bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academydelivery-formatshtml
Service Details CQC Remote Support bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-academycontinuous-quality-check-improvement-serviceshtml
bull httpslaunchpadsupportsapcomnotes91488(SAP Note 91488 - SAP Support Services central preparatory note)
bull Remote Support
EMPOWERMENT
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
45PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Innovation amp Value RealizationUseful Links and SAP Notes (34)
SAP Solution Managerbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull SAP Note
bull httpssupportsapcomensolution-managerhtmlbull SAP EarlyWatch Alert Workspacebull SAP EarlyWatch Alert pro-active monitoringbull SAP EarlyWatch Alertbull How to Access the SAP EarlyWatch Alert Fiori Apps in the Cloud (SAP Note 2520319)bull Using SAP EarlyWatch Alert (Note 1257308)bull SAP EarlyWatch Alert processed at SAP (Note 207223)
SAP Support Backbone Updatebull Transition essentials
bull Creation of users for support hub communication
bull httpssupportsapcomenalmsolution-managersap-support-backbone-updatehtmlbull httpssupportsapcomcontentdamsupporten_uslibrarysspsap-solution-managertransition-to-sap-solution-
manager-72pdfbull httpslaunchpadsupportsapcomnotes0002174416
SAP Enterprise Support Advisory Council bull httpssupportsapcomenofferings-programsenterprise-supportenterprise-support-advisory-councilhtml
INNOVATION amp VALUE REALIZATION
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
46PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
GETTING STARTED with Mission Critical SupportUseful Links and SAP Notes (44)
SAP ONE Support Launchpad bull httpssupportsapcomenmy-supporthtmlsection_1969201630bull httpswwwyoutubecomwatchv=9RutFZ1Qoagbull httpslaunchpadsupportsapcom
Next Generation Support bull httpssupportsapcomenofferings-programsstrategyhtmlbull Knowledge Base Article 2468675 on how to configure notification for new or changed SAP Notes or SAP
Knowledgebull Guided Answers Videobull Guided Answer - Searchbull Knowledge Base - Search
Customer Incident
bull Opening incidents from applicationbull Step-by-step guide
bull httpssupportsapcomenmy-supportincidentshtmlbull httpssupportsapcomenmy-supportknowledge-basehtmlbull Support Essential What a Customer Should Know About SAP Incident Processing (PDF)bull SAP Note 2138670 ndash Perfect Customer Incident What a customer should know about SAP incident processing
with Launchpadbull httpswwwyoutubecomwatchv=NuNHIPWfIOMbull httpswwwsapcomdocuments201810febc12f6-227d-0010-87a3-c30de2ffd8ffhtml
System Data Maintenance bull httpssupportsapcomenmy-supportsystems-installationshtmlbull httpshelpsapcomdocerp2005_ehp_04604en-US0dcdabd3065e41f28b2266eefa656489framesethtmbull httpslaunchpadsupportsapcomnotes172481
(SAP Note 172481- System data maintenance (collective note))
MISSION CRITICAL SUPPORT
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
47PUBLICcopy 2018 SAP SE or an SAP affiliate company All rights reserved ǀ
Useful Links and SAP Notes
SAP Preferred Success Community bull Join the community by registration on the SAP Preferred Success Enablement Portalbull httpswwwyoutubecomwatchv=mRe9tFyUalM
(Video to summarize the community and help you in getting more out of it)
SAP Cloud Support Policy with SLA details bull httpswwwsapcomaboutagreementscloud-serviceshtmlsearch=Supportampsort=latest_asc
Cloud Availability Center bull httpssupportsapcomenmy-supportsystems-installationscloud-systems-installationshtmlsection_371600434
SAP PREFERRED SUCCESS
