SAP Support Strategies and Services Gudrun Bernhard Partner

SAP Support Strategies and Services Gudrun Bernhard Partner Management, Active Global Support, SAP AG

Agenda SAP Active Global Support - Organisation Market Challenges and SAP‘s Support Strategy SAP Support Services SAP‘s Oracle Support ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 2

Agenda SAP Active Global Support - Organisation Market Challenges and SAP‘s Support Strategy SAP Support Services SAP‘s Oracle Support ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 3

What Do We Bring to the Table. . . SAP Active Global Support. . . n Is a global organization with over 2000 employees in over 40 countries backed up by more than 6, 000 developers n Supports 15, 500 customers with over 20, 000 active installations n Delivers worldwide u Solutions for over 800, 000 customer messages (2001) u Over 34, 000 proactive service sessions (e. g. SAP Going. Live Check, SAP Early. Watch Check, (2001) u 500+ on-site services (e. g. Safeguarding and Optimization Services) u Service enabling training for large customers (Empowering Services) n Develops methodologies, infrastructure and services for solution management and to audit the startup and continuous improvement of operations n Develops and delivers training and knowledge transfer ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 4

SAP Global Support Centers IR UK BE US FR Nor NL AG COE ES CZ AT PL IT CIS CH MEX J Asia LA BRA ANZ Americas ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 5 Europe / Africa Asia / Pacific

SAP Active Global Support – Lines of Business Installed Base Product Development Primary Support (IBD) (Co. E‘s) • Message solving / Message owning • Remote service delivery Mission Critical Support • System standstills • De-escalations • 24 x 7 support Key Account Support is more than message resolution – it’s long-term engagement ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 6 • Interface to development • Enabling of support organization through service and training development • Back-office support service delivery On-site services such as: • Solution Management Assessment • Solution Management Optimization • Conversions • Upgrade services • Customer support desk enabling

Agenda SAP Active Global Support - Organisation Market Challenges and SAP‘s Support Strategy SAP Support Services SAP‘s Oracle Support ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 7

Where is our Customer Support Today? • Understand respond to customer needs • Deliver complete solutions Customer Intimacy Product Leadership • Best-in-class products and services • Constant product innovation Operational Excellence • Manage with discipline and efficiency • Support at lowest cost How to improve efficiency, productivity and profitability ? How to increase business value ? ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 8

Consider… Global operations ã Heterogeneou s solutions SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 9 Business processes New Technologies

Expectations of Solution Support Product Support ã Solution Support § Customers provide a case for reproducing a product issue. § Software vendor analyzes the issue and provides a fix as "note", next support package or next release. § § § § èReactive èBe proactive and preventive SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 10 SAP AG 2002, Global Support for SAP Solutiort, U. Hommel 10/2002 10 Achieve performance targets Achieve availability targets Verify process improvements Verify fixes Verify data consistency Achieve maintainability Reduce operations costs

Consider Managing Core Business Processes Operations End to End Across Silos. . . Business department Example: SD Order Processing Max. 10, 000 orders per hour with 3 line items on average Telesales: average response time < 1 second Sales Order Entry (VA 01) Delivery Note (VL 02) A shipping document is printed, goods issue is initiated, and goods are delivered ã focuses on. . . Max. 20 seconds SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 11 Change Delivery Note Goods Issue Create Invoice Express order External warehouse Management System Goods issue and invoice Data storage Application Presentation focuses on transactions. . . A user enters a sales order Technical department Processoriented operations missing LAN WAN Application server Database server RAID disks / mirrored disks/ network backup

. . . and Multiple Major Changes Technical Optimization Operation Optimzation TCO Business Consulting Solution Implementation Continuous Improvement Implementation Go. Live Major changes, such as upgrades and rollouts PROTECT YOUR INVESTMENT, TIME TO BENEFIT, MANAGE RISK ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 12 t and Business Benefit

Agenda SAP Active Global Support - Organisation Market Challenges and SAP‘s Support Strategy SAP Support Services SAP‘s Oracle Support ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 13

Best Support You Can Get Discovery & Evaluation Implementation Operations & Continuous Improvement Safeguarding Manages technical risk and ensures technical robustness of the solution Customer Empowering Empower customers with the core competencies needed to operate and maintain SAP-centric solutions Solution Management Optimization Ensures that your my. SAP. com solution works to its maximum potential at all times ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 14

We help you to improve ROI with. . . new Maintenance Strategy, Premium Support, Solution Support and Safeguarding for Upgrades

For the Maintenance Fee, Customers get. . . Implementation Methodologies (ASAP, GASAP, IMG) Proactive Services (SAP Early. Watch Check and SAP Going. Live Checks) Global 24 x 7 Message Solving Business Process Automation Customer Development and Modification Monitoring for Systems and Core Business Processes for Priority „very high“ Integration Tools & Workflow Engines Implementation, Operations, Software Change Management Continuous Improvement Mission Critical Support Testing Tools SAP Software Updates Operations Tools (User Adminstration & Job Scheduling System, Backup and Recovery Tools, SAP DBA) Access to SAP Community (New Releases, HR Legal Changes) Software Change Management (SAP Service Marketplace) ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 16 Global 24 x 7 Escalation procedures Customer Issues (knowledge database, tools, corrections, message solving by SAP)

Premium Support Offering: Max. Attention Service. Level and On. Site Max. Attention™ On. Site* n Max. Attention Service. Level n > 2 full time consultants on-site Price: + 3% of contract value Service. Level* n Service Level Agreement n Safeguarding for up to 2 mission critical projects, n Named contact located in one of SAP's Active Global Support offices n Back office support for customers using our Self-Services Price: + 3% of contract value, minimum $ 450, 000 * Service Level Agreements, on-site support, named contacts, backoffice support and extended maintance are only available with a Max. Attention contract SAP Standard Support ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 17 = Standard Maintenance (17%)

SAP Active Global Support – Solution Support Services Customized Offerings Prize List Offerings Max. Attention Customer specific upgrade Extended maintenance (time per release) Support Advocate / SAMs Safeguarding SAP Solution Management Optimization On-site Safeguarding for Implementation SAP SQL Statement Optimization On-site Safeguarding for Technical Implementation SAP Customer Program Optimization SAP Business Process Performance Optimization SAP Solution Management Assessment SAP Storage Subsystem Optimization SAP Going. Live Check SAP Upgrade Weekend Support SAP OS/DB Migration Check SAP Early. Watch Check SAP Remote Performance Optimization (remote) remote SAP Going. Live Functional Upgrade Check SAP Business Process Management SAP Interface Management SAP System Administration Empowering SAP Operations Competence Assessment SAP Operations Competence Empowering Workshops at customer-site Training for usage of SAP selfservice tools Services to support the implementation of SAP Solution Manager SAP Online Knowledge Products SAP Data Management SAP Standard Support Includes remote versions of SAP Going. Live Check, SAP Going. Live Functional Upgrade Check, SAP OS/DB Migration Check, and SAP Early. Watch Check, SAP Early. Watch Alert, SAP Solution Manager, Service & Support Technology, Message Solving, . . . ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 18

SAP Solution Manager and SAP Service Marketplace as the Collaborative Service Delivery Framework 3. 1 I 4. 6 C CUS 4. 6 C CRM PLM Solution 2 RFC Connections 4. 6 C FVS SAP Early. Watch Alert data transfer SCM Solution 1 Agents Support Messages SAP Solution Manager SAP Service Marktplace ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 19 3. 1 I* 4. 6 C CUS CRM Siebel CUS Solution 3

SAP Active Global Support is. . . a genuine partner and advocate for your business – today, and in the future Our Key Focus is. . . ã n End-to-end support for end-to-end solutions n Lower cost of operations n Collaboration and Empowerment n Proactive, continuous engagement n Availability – anywhere, anytime n Benefit focused collaboration SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 20

Agenda SAP Active Global Support - Organisation Market Challenges and SAP‘s Support Strategy SAP Support Services SAP‘s Oracle Support ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 21

Global Support Organization – Mission Critical Support Americas US Europe / Africa Asia / Pacific AG US JP SG AU ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 22

The message solving process Customer: Depending on: nregion npriority ntimezone ncomponent Message Automatic routing SAP: 1 2 3 Mission Critical Support Product Support Remote Consulting Partner Support Solution ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 23 Primary Support Center

SAP – Oracle Support Joint Customers Increase customer satisfaction Availability of the whole solution Support Collaboration Streamlined and efficient problem resolution n Effective escalation processes n Proven Mission Critical collaboration n Increased quality of resolution n Feedback reg. Mission Critical Customers n ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 24

More Information Additional Information http: //www. service. sap. com/support ã SAP AG 2002, Global Support for SAP Solutiort, G. Bernhard NOV 2002 25