Overall Support Process Review SAP Business Objects Division

Overall Support Process Review SAP, Business Objects Division Eric Wansong, Vice President Americas Technical Customer Assurance

Agenda n Moving to Enterprise Support n Comparison to Previous Offerings n Fundamentals of Enterprise Support n Support Backbone n Mission Critical Attention n Coming Services n Software Downloads n Release Strategy n Summary n Performance Matters n Information & Help 2

The Evolution of Technical Support Corporate EPM Elite Many Add-Ons Harmonize Offerings Enterprise Support 22% Premium § § One rate – 22% One offering – Enterprise Support One on-going support strategy One support offering to position going forward © SAP 2008 / Enterprise Support Webinar for Business Objects Led Accounts – For Internal Use Only / Page 3 3 Additional Services A la carte

SAP Enterprise Support vs. Previous Support Offerings Corporate Standard Elite EPM Premium Service level agreements for first response on priority 1 and 2 customer Contractually Defined Response Targets messages and on corrective action for priority 1 issues (like a go-live showstopper) Support contacts who are able to create support tickets Remote diagnostic service 4 3 6 Trained users Enterprise Support 9 Customer defined n/a Online forums and online product maintenance & updates Online support and knowledge base integration for faster and automated resolution of known issues No 1 -stop approach to incident resolution Problem resolution with global message processing for customer messages of priority one and 24 x 7 acess to the SAP Notes service Ad hoc escalation management Technical Account Manager 4 Available via Safeguarding or standalone for purchase

SAP Enterprise Support Core Features SAP Enterprise Support is the new basis for supporting Business Objects customers. Incident support Knowledge-base content Bug fixes Maintenance releases Software updates Mission-critical issues: - 7 x 24 support - robust SLAs Service Marketplace It provides unlimited access to: Business Objects is the only BI vendor that commits to SLAs. 5

SAP Enterprise Support: Global Support Backbone The SAP Service Marketplace extranet will be the central location for: Benefits include: n Searching for knowledge articles n Knowledge-centered support n Requesting interactive support n Community with 900, 000 members n Downloading software and updates n Integrated knowledge base n Visit: www. service. sap. com Participation in the SAP community network Forums (www. sdn. sap. com) n Expert blogs n Technical library n Code gallery n Wiki n E-learning catalog n Visit the Service Marketplace: http: //service. sap. com 6

SAP Enterprise Support: What is mission-critical? Customer requirements: n Centralized BI platform is essential to run the day-to-day business n Managed by a formal team of experts constituting a center of expertise n Per SAP Customer Center of Expertise (CCo. E) guidelines – n http: //service. sap. com/coe Deployment of Solution Manager* SAP delivers: n Access to Support Advisors n Continuous Quality Check’s (CQC’s) Services for mission-critical platforms are included in SAP Enterprise Support 7

Coming Soon. . Services Safeguarding Engagements n Significant engagements, designed to support/align with project lifecycle milestones n To be available for all product areas (BI, EPM, IM, GRC) n BI to start, applicable to the following products: n Business. Objects Enterprise XI R 2 & R 3 Crystal Reports n Web Intelligence n Xcelsius n Voyager n Desk Intelligence n Engagement to include: n Technical Feasibility Check, Technical Integration Check, Early Watch Check, Going Live Support, As-Needed Expertise On-Demand, Project Oversight n Minimum 90 staff days n Interested in more? Contact your MRAM in mid-March! n 8

Coming Soon. . Other Proposed Services n Remote Services n TAM as a Service, Duration - 50 days n SAP Backup Strategy Implementation, Duration - 5 days n SAP Disaster Recovery Process, Duration – 5 days n SAP EPM Project Scoping, Duration – 2 days SAP On Call Duty, Duration – 5 days n On-Site Services n SAP On-Site Support, Duration – 5 days n SAP Environmental Health Check, Duration – 5 days n SAP Support Best Practices, Duration – 5 days n SAP Software Release Planning, Duration – 5 days n SAP EPM Performance Review, Duration – 5 days n SAP EPM Technical Handover Training, Duration – 2 days n SAP EPM Technical Optimization, Duration – 5 days n SAP EPM Application Management, Duration - 10 days n 9

Let’s Review n Core Features of Enterprise Support n Got a CCo. E? Addressing Your Mission Critical Needs n Need Additional Help? Services Coming Too n Other Changes of Note 10

ESD moves to SMP PDQ n Continued consolidation onto Service Market Place n All SAP Business. Objects products available on Service Market Place since January 1 st n New / upgrade products n Maintenance updates (such as hot fixes, service packs and patches). n Business. Objects Electronic Software Download (ESD) site will be decommissioned February 28 th n You can find the download site at: www. service. sap. com/swdc 11

New Release and Maintenance Strategies n Aligning with SAP, changes apply to core platforms n Product Specific Details & End-of-Life dates: http: //service. sap. com/bosap-lifecycle n Overall release strategy can be found at http: //service. sap. com/releasestrategy, and particularly the “SAP's Release Strategy for the SAP Business. Objects Portfolio” 12

SAP Enterprise Support for Business Objects: 2009 n With Enterprise Support, much has not changed n Same engineer alignment, Primary Support n Escalated technical support, Solution Support n Software updates, fixes, patches n Incident management (P 1 – P 4) n Changes & improvements n SLA’s n Unlimited support contacts n Integrated knowledge content & incident management n A full-featured supportal n Much improved forum experience n Mission critical support through the Support Advisory Center n Net Viewer versus Web. Ex for remote diagnostics n More to come n Longer release cycles n Available services n Improved Business Objects landing page n Solution Manager n Other Resulting in continuous improvement and successful solution operations at lower risk and cost 13

Performance Matters 14

Forum Feedback That fixed it! If I had a million dollars I'd give it to you. I can't thank you enough. Have a wonderful day. I'm deeply impressed of the effectiveness of this forum. Keep doing this great piece of work, I’ll try to participate myself when possible ; -) Thank you for your helpful ideas and your work. It's great to have such a forum. Problem solved - very many thanks indeed. Many thanks again for a first class service. Also, you guys are doing a great job with the forums. These forums have so much more life than the old BO forums or even the BOB forums for that matter. "I'd just like to say that forums (fora? ) like these are an absolute lifeline for relatively isolated programmers like myself. All the forum contributors are greatly appreciated!" The problem has been solved. I love you all =) Thank you all for you help, you have been a great assistance to me Perfect. That worked great, thank you. THANK YOU!! I really appreciate all of the help on this forum!!! Great forum by the way! Thanks a bunch, guys!!! This place is great. Thank you for posting this solution. It worked! Thank you David. That worked. I really appreciated your advice. 15 Please Visit our New Forum!! https: //www. sdn. sap. com

FAQ’s n. How do I learn more about navigating the SAP Service Marketplace website? n. Visit our Guide to SAP Service Marketplace for Business Objects which can be located at https: //websmp 102. sap-ag. de/bosap-support-guide. n. Where do I learn more about the SAP Support Portal? n. Visit the portal home page, then go to “Learn More” and click on the “first steps information” section. Or use the following address: http: //service. sap. com/support-welcome. n. Where do I find information regarding the Business. Objects integration into SAP? n. Visit http: //service. sap. com/bosap-support. n. Enterprise Support information on-line nhttp: //service. sap. com/supportofferings 16

Help! n Service Market Place set-up or access issues? n http: //service. sap. com (links in top right hand corner) n support. bosapamerica@sap. com or 1 866 890 7686 n How can I escalate a message or situation? n support. bosapamerica@sap. com or 1 866 890 7686 n Issues downloading software? Check with your company’s SAP super user n support. bosapamerica@sap. com or 1 866 890 7686 n n For license key questions? n Please use component XX-SER-LIKEY-BOJ n. How can I request CCo. E certification (April)? n http: //service. sap. com/coe n Make 17 the most of your incident message!

Thank you! 18