Support Enablement Program

SAP PartnerEdge is program for SAP channel partners that focused on small and
midsize enterprise (SME) segment.
Value Adder Reseller (VAR) is channel partner of SAP.
SAP Solution Manager is a platform that provides integrated tools, contens, and
metodologies that you need to implement, support, operate and monitor your
enterprise's solutions from SAP.
SAP Solution Manager Service Desk is SAP tool to manage incidents efficiently
across the customer business unit, customer IT, SAP and SAP partners.
Partner Service Advicer (PSA) is your single point of contact for accessing all the
components of this program.
On The Job Enablemet is a subset of this program. It is set of Q&A sessions and
hands-on sessions offered you exclusively with this program.
Go Live Date is date your customer's SAP installation goes into productions.
Support Enablement and Certification Program objectives:
Enable SAP Business All-In-One partners to diliver support to SME space.
Accelerate the ramp-up phase of these partners in support tasks.
Activly manage quality of partner readiness in the support area on SAP
Business All-In-One.
Maximize the adoption of SAP Solution Manager in the SME space throgh all
partners.
Romote assistance during ramp-up phase called "On The Job Enablement".
Why is SAP providing this program?
To strenhgten your support expertize on SAP Business All-In-One products.
To provide you accelerated and cost optimized enablement curriculum, which
enables you to deliver first-rate customer support.
PSA guiding principles:
Simplify
Partner-Demand Drive
Transparency
Productivity and Quality
Partner Service Advisor:
Act as your trusted advisor inside SAP and provides you with a technical
enablement and operation support.

Completes existing SAP Channel resources and develops your individual

service plan in alignment with your Channel Development Manager.

Support Enablement and Certification Program scope:

There are different Learning Maps and Enablement Sessions for employees in VAR's
support team depending on functional areas:
Incident Management and Mission Critical Support
Global Support Backbone incl. SAP Solution Manager
Support Coordinator
Service delivery
SAP Business All-In-One Partner Enablement - program for service and support.
Support Enablement Program Components:
1. E-learning
2. Enablement sessions
3. SAP Education web-based trainig
4. SAP Education class room
5. On-demand expert sessions
6. Web assessment
7. Certification
8. Training-On-The-Job@SAP
9. Documentation
10.Service

SAP Service Marketplace Overview

SAP Service Marketplace
is SAP extranet platform for customers and partners that enables full
collaboration with SAP
Segmented into specific portals teilored to our particular needs
Provide one-step access to informations, servises, software and consalting
Helps us throught evaluation, implementation and operation with our SAP
solution.
www. service. sap.com
Benefits of SAP Service Marketplace:
Full access any time, any where
Up-to date information
Information personalization
Pro-active notification services
Single Sign-On access
User-frendly / intuitive navigation

SAP Support Portal

supports your SAP solution throughout its entire life cycle
support ranges from safeguarding our imeplementation project, trought
solving messages and providing services, to optimizing the way you operate
your solution.
Benefits of SAP Support Portal:
Centralized access to all support informations, applications and processes
that are needed to optimaly run the SAP solution.
Tailored support for system administrators, support employees and project
leads.
Quick acces to all key informations and tools.
Integration of system data in the support applications.
Efficient support processes.
Up-to date service information.
www. service. sap.com/support
SAP Support Portal newsletter
provides timely information specialy tailored to your needs
sends you latest information on the topics of your choice:
o Spotlight News
o My Inbox News
o News for Administrators
o SAP HotNews / SAP TopNews
o Work Items
o Info Subscriptions

Remote Access to Customer's System Landscape

SAP offers customers access to remote support and to large number of support
services delivered remotely in the customer system. Services delivered remotely
have one major advantage: they are available stright away.
In addition SAP offers to its VAR partners to use the same remote support
infrastructure for their customers.
VAR customers need to connect to SAP Support Backbone.
http://service.sap.com/access-support
VAR partners don't need to logon to SAP Support Backbone, they can use many
remote functions via partner's SAP Solution Manager.
Remote access - how to use:
1. Processor works with incidents within SAP Solution Manager

 Action Customer Conection via SAP Service Backbone.

2. Partner connects to SAP Service Backbone and can view open service
connection.
3. Partner selects connection type - connection with customer is established.

SAP Solution Manager Scenarios

SAP Solution Manager
Implementation
Implementation of SAP solutions:
o SAP methods and tools
o Global rollout
o Customizing sync.
o E-learning mgmt.
o Test management
Upgrade of SAP solutions:
o SAP methods and tools
o E-learning management
o Test management
Optimization
Change request management:
o Follows ITIL standards
o Maintenance processes
Delivery of SAP services:
o Onsite/remote delevery
o Issue management
Oprerations
Root cause analysis
o Safe remote access
o Performance measurement
o Logs and dumps
o Traces
o Technical configuration
Service desk
o Best Practices for messaging
o Integration of 3rd-party help desks
Solution monitoring
o System monitoring
o Business process monitoring
o Central system administration
o Solution reporting
o Service level reporting
o SAP EarlyWatch Alert
E-learning management
Create learning units

Edit learning content

Collect, categorize and store content
Deploy learning content to users
Re-use content
Update existing material

SAP Solution Manager ensures:

Transparency
Efficiency
Flexibility
Control

SAP Solution Manager Enterprice Edition for VAR's

SAP Solution manger Enterprice Edition is required for SAP Enterprice Support
and enhances SAP Solution Manager with functions tailored for thease
engagements and related services.
The edition offers a holistic and integrated quality management process for
the entire end-to-end solution lifecycle across all technology stacks and the
complite application lifecycle.
The application management solution falicitates support for distributed
systems with functionality that covers all key aspects of solution deployment,
operation and continuous improvement.
Reduses risk and lowers TCO with through standardized and integrated E2E
solution operations.
Optimizes business benefits through comprehensive and intergrated qality
management process.
Leverages built-in innovation by making innovation a non-event and
protecting existing investments

Summary:
Protects investment while stimulating innovation
Enables integrated solution lifecycle management
Leverages industry-leading standards for operations
Provides consistent quality management process across all technology stacks
& code bases, for entire SAP platform
Supports mission-critical operations
Manages the fast pace of innovation & intergation and the total cost of
operation for customers.

SAP Enterprise Support - Mission Critical Support

SAP Enterprice Support - menages innovations and integration in SAP solution
landscapes.
Mission critical operations support:
Every customer has mission critical apllications along with integration needs.
Landscapes becomes more complex the larger and more integrated they are.
SAP provides mission critical support operations support to address this
growth in size or complexity.
Results are optimized availability and performance, and reduced problem
management efforts.
SAP offers partners - for enterprise support solution exclusively - Service Level
Agreenment (SLA) on
Initial reaction time - 7x24 - 1 hour
Corrective action - 7x24 - 4 hours
The SLA applies to all incidents that SAP accepts as priority 1 (very high) and which
fullfil the prerequisites described below. The incident is caused by the following
circumstances:
Complete system outage
Malfunctions of central software in the end uder production client
Top-issues
Details for "SLA for Corrective Action":
SAP provide a solution, workaround or action plan for issue for specified time
frame (4 hours).
The SLA Corrective Action only refers to the part of processing time, when the
incident is been processed at SAP (Processing Time). Processing Time not
include the time when is incident on the status "Partner Action", "Customer
Action"or "SAP Proposed solution".
SAP EarlyWatch Alert:
Identifies potential problems at an early stage, e.g. configuration or
performance problem:
o Prevents bottlenek
- react to issues such is bottleneck before they become critical
- know what is affecting performance and stability of your solutions
o Monitors following regularly and automatically:
- the performance of SAP system
- essential administrative areas of SAP systems
- greatly minimize the risk of downtime
The value of SAP EarlyWatch Alert:
o Reduce TCO by knowing what is affecting the performance and
availability of the end user solution
o The underlying concept is to ensure smoot operation of individual SAP
systems by keeping you informed of their status and allowing you to
take action before severe problem occur.