The scope of support includes the following activities:

• SAP Software Updates - new versions of software packages and tools to support software SAP, to provide procedures and services for the upgrades.
• Providing support packages - patches that reduce the costs necessary for the implementation of individual patches. In support packages may also include corrections, adjustments to the existing functions in accordance with the changing legal and statutory requirements.
• Support for third-party operating systems and database technologies and platforms.
• The source code  ABAP for SAP applications and additionally released and supported function modules.
• Change management software.

2. Problem Solving:

• Support for resolution of critical situations.
• Providing access to the SAP-notes – the knowledge base SAP. In the SAP Notes documenting software errors, and describes how to resolve them, and to prevent circumvention. Also in the SAP- notes may contain coding corrections that Customer can use their SAP-system. In the SAP-notes also recorded information on other issues and recommendations to address them.
• SAP-Notes assistant – a tool to make certain adjustments and modifications to the software components.

3. Quality management:

• Tools for monitoring systems and core business processes- to optimize the available resources and business processes using SAP EarlyWatch® Alert and SAP Solution Manager.
• Remote preventive services – in order to prevent technical problems before they occur, for example, SAP EarlyWatch® Alert.
• Administrative integration of distributed systems using SAP Solution Manager Enterprise Edition
• Information, methodology and additional tools to improve efficiency, in particular:
• Implementation methodology – such us, Best Practices, Implementation Guide (IMG), Business Configuration (BC) Sets и Customizing Monitoring.
• Management and test automation of key business processes documented in the SAP Solution Manager.
• Software Change Management, the changed configuration settings and software upgrades.

4. The transfer of knowledge and access to community SAP:

• SAP’s Community – for information, access to a variety of services and participation in the SAP community.
• SAP Service Marketplace – access to best practices, implementations, operations and updating of content through the SAP Service Marketplace.

5. Implementation services, operations, change management:

• Providing tools and information on the methodology of implementation, development, automation, testing, change management software.

6. Providing tools for monitoring systems and core business processes:

• SAP Solution Manager provides tools tracking systems and core business processes, providing a clear overview of the entire landscape solutions client.
• SAP EarlyWatch® Alert – an automated tool that provides regular updates of system status.

7. Remote preventive services:

Select one of the following services per productive installation of SAP (including all software SAP) in a year:

• One SAP GoingLive Check for productive system for SAP Applications
• One SAP GoingLive Functional Upgrade Check for an upgrade to a higher functional release
• One SAP OS/DB Migration Check.

Условия оказания услуг

Limitations

Stages of support

Technical requirements

Characteristics of Incident

Levels of support

The duration of the first reaction