sap support on retail
TRANSCRIPT
8112019 Sap Support on Retail
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SAP ActiveGlobal Support
Liane Will
SAP Active Global Support
SAP AG
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8112019 Sap Support on Retail
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983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 2
Canadian supermarket chain
abandons SAPlsquos retail softwareBY LUCAS MEARIAN (February 02 2001)
Computerworld VW in trouble over SAP roll-outBY Mike Simons (December 1999)
Volkswagen IT staff will be working over Christmas
to solve problems that surfaced at its main spare parts
warehouse after the installation of a SAP R3 system
Failed ER P Gamble H aunt s H er shey By CR AI G STEDM AN ( N ov ember 01 1999)Analy st s and sour ces in the indust ry said t he H er shey Pa manuf act ur er a p pears t o hav e lost a gamble w hen it inst alled a w ide sw at h of SAPAGs R 3 enterpr ise r esource planning a p plicat ionshelliphellipAt H er shey t he sy st em pr oblems w ill lik ely r esult in lost mar k et shar e and could lead f ed-u p r et ailers t o dr o p some of the com pany s pr oduct s f r om their shelv eshellip
C EO SA P I ns ta l la t io
n Ca used P ro b le
ms
Bu t Pe tsmar ts sa ys
t he SA P Re ta i l s ys te
m is no w
pro v id ing sound da t
a
B Y L UCAS M EA R IA N ( No ve m be r 2 7 2
001 )
Co m p uter world
Our Liability
N o m a t t e r w h o d oe s t h e
im p lem e n t a t io n o r w h o
i s o pe ra t i n g t h e s o l u t i o n
I n c a s e o f m a l f un c t i o n s
SA P i s b la m ed a nd
m a d e r es p on s i b l e
GM locomotive unit puts ERP
rollout back on track
Configuration problems force makeover of SAP system retraining of end users
BY MARC L SONGINI (February 11 2002)
Computerworld
SAP conv er sion causing r et ailheadaches f or f abr ic chainBY M I CH AEL M EEH AN ( N ov ember 10 2000)
C om put e r w or l d
K eine Zahlung Abbuchungen und Uumlber w eisungen moumlglich
S AP-Pr o jek t br ingt St r omv er sor ger in Not Muumlnchen ( jm)
C om put erw oche
Computer Weekly
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 310
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 3
What do We bring to the Table
SAP A c t i v e G lo b a l Su p p o r t
n Is a global organization with over 2000 employees in
over 40 countries backed up by more than 6000 developersn Supports 20000 customers with over 64500 installations
n Delivers worldwide per year
u Solutions for over 800000 customer messages
u Over 34000 proactive service sessions(eg SAP GoingLive Check SAP EarlyWatch Check
u 1500+ on-site services (eg Safeguarding and OptimizationServices)
u Service enabling training for large customers(Empowering Services)
n Maintains comprehensive knowledge bases concerningcustomer installations performance and load profiles aswell as business scenarios in use
n Develops methodologies infrastructure and services for solution management and to audit the startup andcontinuous improvement of operations
n Develops and delivers training and knowledge transfer
983209 SAP AG 2002 Global Support for SAP Solutiort 3
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 410
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 4
We Have Complementary Skills and KnowledgeWe Add Value to any Implementation Team
Focus of
Implementation team
n Define a business blueprint whichbest meets the customers needs
n Translate business blueprint into a
functional solution
n Customize and configure business
processes key functions
n Manage end-user training and ingeneral the required change
management in functional
operations
n Implement interfaces
n Design and implement degree of
integration between business
functions
Focus of
Active Global Support
n Tuning programs and SQL-statements Technical optimization
of key functions eg pricing
schemes processing
n Configuration of middleware for
performance throughput and
availability as well as for back-
ground and online functions
n Parallelization of mass data jobs
Managing and assuring batch
window
n Managing and assuring data
consistency with special focus on
application error handling and
interfaces operations
n Tuning initial data load programs
for managing the initial data load
window
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 510
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 5
Expectations of Product and Solution Support
n Customers provide a case for
reproducing a product issue
n Software vendor analyzes the
issue and provides a fix as
note next Support Package
or next release
egrave Reactive
n Achieve performance targets
n Achieve availability targets
n Verify process improvements
n Verify fixes
n Verify data consistency
n Achieve maintainability
n Reduce operations costs
egraveBe proactiveand preventive
Product Support Solution Support
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 610
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 6
Engagement Product Support and Solution Support
Primary Support(Global Support Centers)n Customer message solving
n Remote service delivery
n One step dispatching
n Full ownership of messagesin Support
Quality AssuranceQuality Assurance
Development Support (IMS)n Handling of complex problems and
software bugsn Remote consulting
n Know-how transfer to Primary Support
Solution Support Centers
CoEsCoEs
Mission Critical
Support
Key Account
Support
Product Support Solution Support
AGS Operations Committee
provide backoffice supportfor complex tasks of message
solving and service delivery
provide backoffice supportfor complex tasks of message
solving and service delivery
Handover mission
critical cases
Handover mission
critical cases
Handover of complex
service sales deals to KAS
Handover of complex
service sales deals to KAS
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 710
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 7
SAP Active Global Support Operational Efficiency
Asia PacificEurope AfricaAmericas
IRIR
ATATCNCN
UKUK
FF
CHCH
MXMX
KRKRCNCN
USUS
BRBR
JPJP
ANZANZ
DEDE
ESES
DEDE
SGPSGPININ
DEDE
not listed
Local Support
Regional Support
Global
Global Support Center
Local Support Satellites
SAP Active Global Support Locations
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 810
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 8
Customized Offerings
Solution Support Services
MaxAttention
Maintenance Extension (time per release)
Support Advocate SAMs
SAP Standard SupportIncludes remote versions of SAP GoingLive Check SAP GoingLive Functional Upgrade Check SAP OSDB Migration Check
and SAP EarlyWatch Check SAP EarlyWatch Alert SAP Solution Manager Service amp Support Technology Message Solving
SAP Active Global Support ndash Solution Support Services
SAP Solution Management
Optimization
SAP SQL Statement Optimization
SAP Customer Program Optimization
SAP Business Process Performance
Optimization
SAP Storage Subsystem Optimization
SAP Remote Performance
Optimization (rem o te)
SAP Business Process Management
SAP Interface Management
SAP System Administration
SAP Data Management
Safeguarding
On-site Safeguarding for
Implementation
On-site Safeguarding for
Technical Implementation
SAP Solution Management
Assessment
SAP Upgrade Assessment
SAP GoingLive Check
SAP GoingLive Functional
Upgrade Check
SAP Upgrade Weekend Support
SAP OSDB Migration Check
SAP EarlyWatch Check
Empowering
SAP Operations Competence
Assessment
SAP Operations Competence
Empowering
Workshops at customer-site
Training for usage of SAP self-
service tools
Services to support the
implementation of SAP
Solution Manager
SAP Online Knowledge
Products
Price List
Offerings
r e m o t e
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 910
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
More Information
Additional Information
httpwwwservicesapcomsupport
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 1010
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 10
n No part of this publication may be reproduced or transmitted in any form or for any purpose without the express
permission of SAP AG The information contained herein may be changed without prior notice
n Some software products marketed by SAP AG and i ts distributors contain proprietary software components of other
software vendors
n Microsoftreg WINDOWSreg NTreg EXCELreg Wordreg PowerPointreg and SQL Serverreg are registered trademarks of
Microsoft Corporation
n IBMreg DB2reg DB2 Universal Database OS2reg Parallel Sysplexreg MVSESA AIXreg S390reg AS400reg OS390reg
OS400reg iSeries pSeries xSeries zSeries zOS AFP Intelligent Miner WebSpherereg Netfinityreg Tivolireg
Informix and Informixreg Dynamic ServerTM are trademarks of IBM Corporation in USA andor other countries
n ORACLEreg is a registered trademark of ORACLE Corporation
n UNIXreg XOpenreg OSF1reg and Motifreg are registered trademarks of the Open Group
n Citrixreg the Citrix logo ICAreg Program Neighborhoodreg MetaFramereg WinFramereg VideoFramereg MultiWinreg and
other Citrix product names referenced herein are trademarks of Citrix Systems Inc
n HTML DHTML XML XHTML are trademarks or registered trademarks of W3Creg World Wide Web Consortium
Massachusetts Institute of Technology
n JAVAreg is a registered trademark of Sun Microsystems Inc
n JAVASCRIPTreg is a registered trademark of Sun Microsystems Inc used under license for technology invented
and implemented by Netscape
n MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One
n SAP SAP Logo R2 R3 mySAP mySAPcom and other SAP products and services mentioned herein as well as
their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other
countries all over the world All other product and service names mentioned are trademarks of their respective
companies
Copyright 2002 SAP AG All Rights Reserved
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 210
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 2
Canadian supermarket chain
abandons SAPlsquos retail softwareBY LUCAS MEARIAN (February 02 2001)
Computerworld VW in trouble over SAP roll-outBY Mike Simons (December 1999)
Volkswagen IT staff will be working over Christmas
to solve problems that surfaced at its main spare parts
warehouse after the installation of a SAP R3 system
Failed ER P Gamble H aunt s H er shey By CR AI G STEDM AN ( N ov ember 01 1999)Analy st s and sour ces in the indust ry said t he H er shey Pa manuf act ur er a p pears t o hav e lost a gamble w hen it inst alled a w ide sw at h of SAPAGs R 3 enterpr ise r esource planning a p plicat ionshelliphellipAt H er shey t he sy st em pr oblems w ill lik ely r esult in lost mar k et shar e and could lead f ed-u p r et ailers t o dr o p some of the com pany s pr oduct s f r om their shelv eshellip
C EO SA P I ns ta l la t io
n Ca used P ro b le
ms
Bu t Pe tsmar ts sa ys
t he SA P Re ta i l s ys te
m is no w
pro v id ing sound da t
a
B Y L UCAS M EA R IA N ( No ve m be r 2 7 2
001 )
Co m p uter world
Our Liability
N o m a t t e r w h o d oe s t h e
im p lem e n t a t io n o r w h o
i s o pe ra t i n g t h e s o l u t i o n
I n c a s e o f m a l f un c t i o n s
SA P i s b la m ed a nd
m a d e r es p on s i b l e
GM locomotive unit puts ERP
rollout back on track
Configuration problems force makeover of SAP system retraining of end users
BY MARC L SONGINI (February 11 2002)
Computerworld
SAP conv er sion causing r et ailheadaches f or f abr ic chainBY M I CH AEL M EEH AN ( N ov ember 10 2000)
C om put e r w or l d
K eine Zahlung Abbuchungen und Uumlber w eisungen moumlglich
S AP-Pr o jek t br ingt St r omv er sor ger in Not Muumlnchen ( jm)
C om put erw oche
Computer Weekly
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 310
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 3
What do We bring to the Table
SAP A c t i v e G lo b a l Su p p o r t
n Is a global organization with over 2000 employees in
over 40 countries backed up by more than 6000 developersn Supports 20000 customers with over 64500 installations
n Delivers worldwide per year
u Solutions for over 800000 customer messages
u Over 34000 proactive service sessions(eg SAP GoingLive Check SAP EarlyWatch Check
u 1500+ on-site services (eg Safeguarding and OptimizationServices)
u Service enabling training for large customers(Empowering Services)
n Maintains comprehensive knowledge bases concerningcustomer installations performance and load profiles aswell as business scenarios in use
n Develops methodologies infrastructure and services for solution management and to audit the startup andcontinuous improvement of operations
n Develops and delivers training and knowledge transfer
983209 SAP AG 2002 Global Support for SAP Solutiort 3
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 410
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 4
We Have Complementary Skills and KnowledgeWe Add Value to any Implementation Team
Focus of
Implementation team
n Define a business blueprint whichbest meets the customers needs
n Translate business blueprint into a
functional solution
n Customize and configure business
processes key functions
n Manage end-user training and ingeneral the required change
management in functional
operations
n Implement interfaces
n Design and implement degree of
integration between business
functions
Focus of
Active Global Support
n Tuning programs and SQL-statements Technical optimization
of key functions eg pricing
schemes processing
n Configuration of middleware for
performance throughput and
availability as well as for back-
ground and online functions
n Parallelization of mass data jobs
Managing and assuring batch
window
n Managing and assuring data
consistency with special focus on
application error handling and
interfaces operations
n Tuning initial data load programs
for managing the initial data load
window
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 510
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 5
Expectations of Product and Solution Support
n Customers provide a case for
reproducing a product issue
n Software vendor analyzes the
issue and provides a fix as
note next Support Package
or next release
egrave Reactive
n Achieve performance targets
n Achieve availability targets
n Verify process improvements
n Verify fixes
n Verify data consistency
n Achieve maintainability
n Reduce operations costs
egraveBe proactiveand preventive
Product Support Solution Support
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 610
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 6
Engagement Product Support and Solution Support
Primary Support(Global Support Centers)n Customer message solving
n Remote service delivery
n One step dispatching
n Full ownership of messagesin Support
Quality AssuranceQuality Assurance
Development Support (IMS)n Handling of complex problems and
software bugsn Remote consulting
n Know-how transfer to Primary Support
Solution Support Centers
CoEsCoEs
Mission Critical
Support
Key Account
Support
Product Support Solution Support
AGS Operations Committee
provide backoffice supportfor complex tasks of message
solving and service delivery
provide backoffice supportfor complex tasks of message
solving and service delivery
Handover mission
critical cases
Handover mission
critical cases
Handover of complex
service sales deals to KAS
Handover of complex
service sales deals to KAS
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 710
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 7
SAP Active Global Support Operational Efficiency
Asia PacificEurope AfricaAmericas
IRIR
ATATCNCN
UKUK
FF
CHCH
MXMX
KRKRCNCN
USUS
BRBR
JPJP
ANZANZ
DEDE
ESES
DEDE
SGPSGPININ
DEDE
not listed
Local Support
Regional Support
Global
Global Support Center
Local Support Satellites
SAP Active Global Support Locations
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 810
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 8
Customized Offerings
Solution Support Services
MaxAttention
Maintenance Extension (time per release)
Support Advocate SAMs
SAP Standard SupportIncludes remote versions of SAP GoingLive Check SAP GoingLive Functional Upgrade Check SAP OSDB Migration Check
and SAP EarlyWatch Check SAP EarlyWatch Alert SAP Solution Manager Service amp Support Technology Message Solving
SAP Active Global Support ndash Solution Support Services
SAP Solution Management
Optimization
SAP SQL Statement Optimization
SAP Customer Program Optimization
SAP Business Process Performance
Optimization
SAP Storage Subsystem Optimization
SAP Remote Performance
Optimization (rem o te)
SAP Business Process Management
SAP Interface Management
SAP System Administration
SAP Data Management
Safeguarding
On-site Safeguarding for
Implementation
On-site Safeguarding for
Technical Implementation
SAP Solution Management
Assessment
SAP Upgrade Assessment
SAP GoingLive Check
SAP GoingLive Functional
Upgrade Check
SAP Upgrade Weekend Support
SAP OSDB Migration Check
SAP EarlyWatch Check
Empowering
SAP Operations Competence
Assessment
SAP Operations Competence
Empowering
Workshops at customer-site
Training for usage of SAP self-
service tools
Services to support the
implementation of SAP
Solution Manager
SAP Online Knowledge
Products
Price List
Offerings
r e m o t e
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 910
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
More Information
Additional Information
httpwwwservicesapcomsupport
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 1010
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 10
n No part of this publication may be reproduced or transmitted in any form or for any purpose without the express
permission of SAP AG The information contained herein may be changed without prior notice
n Some software products marketed by SAP AG and i ts distributors contain proprietary software components of other
software vendors
n Microsoftreg WINDOWSreg NTreg EXCELreg Wordreg PowerPointreg and SQL Serverreg are registered trademarks of
Microsoft Corporation
n IBMreg DB2reg DB2 Universal Database OS2reg Parallel Sysplexreg MVSESA AIXreg S390reg AS400reg OS390reg
OS400reg iSeries pSeries xSeries zSeries zOS AFP Intelligent Miner WebSpherereg Netfinityreg Tivolireg
Informix and Informixreg Dynamic ServerTM are trademarks of IBM Corporation in USA andor other countries
n ORACLEreg is a registered trademark of ORACLE Corporation
n UNIXreg XOpenreg OSF1reg and Motifreg are registered trademarks of the Open Group
n Citrixreg the Citrix logo ICAreg Program Neighborhoodreg MetaFramereg WinFramereg VideoFramereg MultiWinreg and
other Citrix product names referenced herein are trademarks of Citrix Systems Inc
n HTML DHTML XML XHTML are trademarks or registered trademarks of W3Creg World Wide Web Consortium
Massachusetts Institute of Technology
n JAVAreg is a registered trademark of Sun Microsystems Inc
n JAVASCRIPTreg is a registered trademark of Sun Microsystems Inc used under license for technology invented
and implemented by Netscape
n MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One
n SAP SAP Logo R2 R3 mySAP mySAPcom and other SAP products and services mentioned herein as well as
their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other
countries all over the world All other product and service names mentioned are trademarks of their respective
companies
Copyright 2002 SAP AG All Rights Reserved
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 310
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 3
What do We bring to the Table
SAP A c t i v e G lo b a l Su p p o r t
n Is a global organization with over 2000 employees in
over 40 countries backed up by more than 6000 developersn Supports 20000 customers with over 64500 installations
n Delivers worldwide per year
u Solutions for over 800000 customer messages
u Over 34000 proactive service sessions(eg SAP GoingLive Check SAP EarlyWatch Check
u 1500+ on-site services (eg Safeguarding and OptimizationServices)
u Service enabling training for large customers(Empowering Services)
n Maintains comprehensive knowledge bases concerningcustomer installations performance and load profiles aswell as business scenarios in use
n Develops methodologies infrastructure and services for solution management and to audit the startup andcontinuous improvement of operations
n Develops and delivers training and knowledge transfer
983209 SAP AG 2002 Global Support for SAP Solutiort 3
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 410
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 4
We Have Complementary Skills and KnowledgeWe Add Value to any Implementation Team
Focus of
Implementation team
n Define a business blueprint whichbest meets the customers needs
n Translate business blueprint into a
functional solution
n Customize and configure business
processes key functions
n Manage end-user training and ingeneral the required change
management in functional
operations
n Implement interfaces
n Design and implement degree of
integration between business
functions
Focus of
Active Global Support
n Tuning programs and SQL-statements Technical optimization
of key functions eg pricing
schemes processing
n Configuration of middleware for
performance throughput and
availability as well as for back-
ground and online functions
n Parallelization of mass data jobs
Managing and assuring batch
window
n Managing and assuring data
consistency with special focus on
application error handling and
interfaces operations
n Tuning initial data load programs
for managing the initial data load
window
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 510
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 5
Expectations of Product and Solution Support
n Customers provide a case for
reproducing a product issue
n Software vendor analyzes the
issue and provides a fix as
note next Support Package
or next release
egrave Reactive
n Achieve performance targets
n Achieve availability targets
n Verify process improvements
n Verify fixes
n Verify data consistency
n Achieve maintainability
n Reduce operations costs
egraveBe proactiveand preventive
Product Support Solution Support
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 610
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 6
Engagement Product Support and Solution Support
Primary Support(Global Support Centers)n Customer message solving
n Remote service delivery
n One step dispatching
n Full ownership of messagesin Support
Quality AssuranceQuality Assurance
Development Support (IMS)n Handling of complex problems and
software bugsn Remote consulting
n Know-how transfer to Primary Support
Solution Support Centers
CoEsCoEs
Mission Critical
Support
Key Account
Support
Product Support Solution Support
AGS Operations Committee
provide backoffice supportfor complex tasks of message
solving and service delivery
provide backoffice supportfor complex tasks of message
solving and service delivery
Handover mission
critical cases
Handover mission
critical cases
Handover of complex
service sales deals to KAS
Handover of complex
service sales deals to KAS
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 710
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 7
SAP Active Global Support Operational Efficiency
Asia PacificEurope AfricaAmericas
IRIR
ATATCNCN
UKUK
FF
CHCH
MXMX
KRKRCNCN
USUS
BRBR
JPJP
ANZANZ
DEDE
ESES
DEDE
SGPSGPININ
DEDE
not listed
Local Support
Regional Support
Global
Global Support Center
Local Support Satellites
SAP Active Global Support Locations
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 810
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 8
Customized Offerings
Solution Support Services
MaxAttention
Maintenance Extension (time per release)
Support Advocate SAMs
SAP Standard SupportIncludes remote versions of SAP GoingLive Check SAP GoingLive Functional Upgrade Check SAP OSDB Migration Check
and SAP EarlyWatch Check SAP EarlyWatch Alert SAP Solution Manager Service amp Support Technology Message Solving
SAP Active Global Support ndash Solution Support Services
SAP Solution Management
Optimization
SAP SQL Statement Optimization
SAP Customer Program Optimization
SAP Business Process Performance
Optimization
SAP Storage Subsystem Optimization
SAP Remote Performance
Optimization (rem o te)
SAP Business Process Management
SAP Interface Management
SAP System Administration
SAP Data Management
Safeguarding
On-site Safeguarding for
Implementation
On-site Safeguarding for
Technical Implementation
SAP Solution Management
Assessment
SAP Upgrade Assessment
SAP GoingLive Check
SAP GoingLive Functional
Upgrade Check
SAP Upgrade Weekend Support
SAP OSDB Migration Check
SAP EarlyWatch Check
Empowering
SAP Operations Competence
Assessment
SAP Operations Competence
Empowering
Workshops at customer-site
Training for usage of SAP self-
service tools
Services to support the
implementation of SAP
Solution Manager
SAP Online Knowledge
Products
Price List
Offerings
r e m o t e
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 910
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
More Information
Additional Information
httpwwwservicesapcomsupport
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 1010
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 10
n No part of this publication may be reproduced or transmitted in any form or for any purpose without the express
permission of SAP AG The information contained herein may be changed without prior notice
n Some software products marketed by SAP AG and i ts distributors contain proprietary software components of other
software vendors
n Microsoftreg WINDOWSreg NTreg EXCELreg Wordreg PowerPointreg and SQL Serverreg are registered trademarks of
Microsoft Corporation
n IBMreg DB2reg DB2 Universal Database OS2reg Parallel Sysplexreg MVSESA AIXreg S390reg AS400reg OS390reg
OS400reg iSeries pSeries xSeries zSeries zOS AFP Intelligent Miner WebSpherereg Netfinityreg Tivolireg
Informix and Informixreg Dynamic ServerTM are trademarks of IBM Corporation in USA andor other countries
n ORACLEreg is a registered trademark of ORACLE Corporation
n UNIXreg XOpenreg OSF1reg and Motifreg are registered trademarks of the Open Group
n Citrixreg the Citrix logo ICAreg Program Neighborhoodreg MetaFramereg WinFramereg VideoFramereg MultiWinreg and
other Citrix product names referenced herein are trademarks of Citrix Systems Inc
n HTML DHTML XML XHTML are trademarks or registered trademarks of W3Creg World Wide Web Consortium
Massachusetts Institute of Technology
n JAVAreg is a registered trademark of Sun Microsystems Inc
n JAVASCRIPTreg is a registered trademark of Sun Microsystems Inc used under license for technology invented
and implemented by Netscape
n MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One
n SAP SAP Logo R2 R3 mySAP mySAPcom and other SAP products and services mentioned herein as well as
their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other
countries all over the world All other product and service names mentioned are trademarks of their respective
companies
Copyright 2002 SAP AG All Rights Reserved
PDF created with pdfFactory trial version wwwpdffactorycom
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983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 4
We Have Complementary Skills and KnowledgeWe Add Value to any Implementation Team
Focus of
Implementation team
n Define a business blueprint whichbest meets the customers needs
n Translate business blueprint into a
functional solution
n Customize and configure business
processes key functions
n Manage end-user training and ingeneral the required change
management in functional
operations
n Implement interfaces
n Design and implement degree of
integration between business
functions
Focus of
Active Global Support
n Tuning programs and SQL-statements Technical optimization
of key functions eg pricing
schemes processing
n Configuration of middleware for
performance throughput and
availability as well as for back-
ground and online functions
n Parallelization of mass data jobs
Managing and assuring batch
window
n Managing and assuring data
consistency with special focus on
application error handling and
interfaces operations
n Tuning initial data load programs
for managing the initial data load
window
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983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 5
Expectations of Product and Solution Support
n Customers provide a case for
reproducing a product issue
n Software vendor analyzes the
issue and provides a fix as
note next Support Package
or next release
egrave Reactive
n Achieve performance targets
n Achieve availability targets
n Verify process improvements
n Verify fixes
n Verify data consistency
n Achieve maintainability
n Reduce operations costs
egraveBe proactiveand preventive
Product Support Solution Support
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983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 6
Engagement Product Support and Solution Support
Primary Support(Global Support Centers)n Customer message solving
n Remote service delivery
n One step dispatching
n Full ownership of messagesin Support
Quality AssuranceQuality Assurance
Development Support (IMS)n Handling of complex problems and
software bugsn Remote consulting
n Know-how transfer to Primary Support
Solution Support Centers
CoEsCoEs
Mission Critical
Support
Key Account
Support
Product Support Solution Support
AGS Operations Committee
provide backoffice supportfor complex tasks of message
solving and service delivery
provide backoffice supportfor complex tasks of message
solving and service delivery
Handover mission
critical cases
Handover mission
critical cases
Handover of complex
service sales deals to KAS
Handover of complex
service sales deals to KAS
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983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 7
SAP Active Global Support Operational Efficiency
Asia PacificEurope AfricaAmericas
IRIR
ATATCNCN
UKUK
FF
CHCH
MXMX
KRKRCNCN
USUS
BRBR
JPJP
ANZANZ
DEDE
ESES
DEDE
SGPSGPININ
DEDE
not listed
Local Support
Regional Support
Global
Global Support Center
Local Support Satellites
SAP Active Global Support Locations
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983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 8
Customized Offerings
Solution Support Services
MaxAttention
Maintenance Extension (time per release)
Support Advocate SAMs
SAP Standard SupportIncludes remote versions of SAP GoingLive Check SAP GoingLive Functional Upgrade Check SAP OSDB Migration Check
and SAP EarlyWatch Check SAP EarlyWatch Alert SAP Solution Manager Service amp Support Technology Message Solving
SAP Active Global Support ndash Solution Support Services
SAP Solution Management
Optimization
SAP SQL Statement Optimization
SAP Customer Program Optimization
SAP Business Process Performance
Optimization
SAP Storage Subsystem Optimization
SAP Remote Performance
Optimization (rem o te)
SAP Business Process Management
SAP Interface Management
SAP System Administration
SAP Data Management
Safeguarding
On-site Safeguarding for
Implementation
On-site Safeguarding for
Technical Implementation
SAP Solution Management
Assessment
SAP Upgrade Assessment
SAP GoingLive Check
SAP GoingLive Functional
Upgrade Check
SAP Upgrade Weekend Support
SAP OSDB Migration Check
SAP EarlyWatch Check
Empowering
SAP Operations Competence
Assessment
SAP Operations Competence
Empowering
Workshops at customer-site
Training for usage of SAP self-
service tools
Services to support the
implementation of SAP
Solution Manager
SAP Online Knowledge
Products
Price List
Offerings
r e m o t e
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8112019 Sap Support on Retail
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983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
More Information
Additional Information
httpwwwservicesapcomsupport
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
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983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 10
n No part of this publication may be reproduced or transmitted in any form or for any purpose without the express
permission of SAP AG The information contained herein may be changed without prior notice
n Some software products marketed by SAP AG and i ts distributors contain proprietary software components of other
software vendors
n Microsoftreg WINDOWSreg NTreg EXCELreg Wordreg PowerPointreg and SQL Serverreg are registered trademarks of
Microsoft Corporation
n IBMreg DB2reg DB2 Universal Database OS2reg Parallel Sysplexreg MVSESA AIXreg S390reg AS400reg OS390reg
OS400reg iSeries pSeries xSeries zSeries zOS AFP Intelligent Miner WebSpherereg Netfinityreg Tivolireg
Informix and Informixreg Dynamic ServerTM are trademarks of IBM Corporation in USA andor other countries
n ORACLEreg is a registered trademark of ORACLE Corporation
n UNIXreg XOpenreg OSF1reg and Motifreg are registered trademarks of the Open Group
n Citrixreg the Citrix logo ICAreg Program Neighborhoodreg MetaFramereg WinFramereg VideoFramereg MultiWinreg and
other Citrix product names referenced herein are trademarks of Citrix Systems Inc
n HTML DHTML XML XHTML are trademarks or registered trademarks of W3Creg World Wide Web Consortium
Massachusetts Institute of Technology
n JAVAreg is a registered trademark of Sun Microsystems Inc
n JAVASCRIPTreg is a registered trademark of Sun Microsystems Inc used under license for technology invented
and implemented by Netscape
n MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One
n SAP SAP Logo R2 R3 mySAP mySAPcom and other SAP products and services mentioned herein as well as
their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other
countries all over the world All other product and service names mentioned are trademarks of their respective
companies
Copyright 2002 SAP AG All Rights Reserved
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8112019 Sap Support on Retail
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983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 5
Expectations of Product and Solution Support
n Customers provide a case for
reproducing a product issue
n Software vendor analyzes the
issue and provides a fix as
note next Support Package
or next release
egrave Reactive
n Achieve performance targets
n Achieve availability targets
n Verify process improvements
n Verify fixes
n Verify data consistency
n Achieve maintainability
n Reduce operations costs
egraveBe proactiveand preventive
Product Support Solution Support
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8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 610
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 6
Engagement Product Support and Solution Support
Primary Support(Global Support Centers)n Customer message solving
n Remote service delivery
n One step dispatching
n Full ownership of messagesin Support
Quality AssuranceQuality Assurance
Development Support (IMS)n Handling of complex problems and
software bugsn Remote consulting
n Know-how transfer to Primary Support
Solution Support Centers
CoEsCoEs
Mission Critical
Support
Key Account
Support
Product Support Solution Support
AGS Operations Committee
provide backoffice supportfor complex tasks of message
solving and service delivery
provide backoffice supportfor complex tasks of message
solving and service delivery
Handover mission
critical cases
Handover mission
critical cases
Handover of complex
service sales deals to KAS
Handover of complex
service sales deals to KAS
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 710
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 7
SAP Active Global Support Operational Efficiency
Asia PacificEurope AfricaAmericas
IRIR
ATATCNCN
UKUK
FF
CHCH
MXMX
KRKRCNCN
USUS
BRBR
JPJP
ANZANZ
DEDE
ESES
DEDE
SGPSGPININ
DEDE
not listed
Local Support
Regional Support
Global
Global Support Center
Local Support Satellites
SAP Active Global Support Locations
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8112019 Sap Support on Retail
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983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 8
Customized Offerings
Solution Support Services
MaxAttention
Maintenance Extension (time per release)
Support Advocate SAMs
SAP Standard SupportIncludes remote versions of SAP GoingLive Check SAP GoingLive Functional Upgrade Check SAP OSDB Migration Check
and SAP EarlyWatch Check SAP EarlyWatch Alert SAP Solution Manager Service amp Support Technology Message Solving
SAP Active Global Support ndash Solution Support Services
SAP Solution Management
Optimization
SAP SQL Statement Optimization
SAP Customer Program Optimization
SAP Business Process Performance
Optimization
SAP Storage Subsystem Optimization
SAP Remote Performance
Optimization (rem o te)
SAP Business Process Management
SAP Interface Management
SAP System Administration
SAP Data Management
Safeguarding
On-site Safeguarding for
Implementation
On-site Safeguarding for
Technical Implementation
SAP Solution Management
Assessment
SAP Upgrade Assessment
SAP GoingLive Check
SAP GoingLive Functional
Upgrade Check
SAP Upgrade Weekend Support
SAP OSDB Migration Check
SAP EarlyWatch Check
Empowering
SAP Operations Competence
Assessment
SAP Operations Competence
Empowering
Workshops at customer-site
Training for usage of SAP self-
service tools
Services to support the
implementation of SAP
Solution Manager
SAP Online Knowledge
Products
Price List
Offerings
r e m o t e
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 910
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
More Information
Additional Information
httpwwwservicesapcomsupport
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
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983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 10
n No part of this publication may be reproduced or transmitted in any form or for any purpose without the express
permission of SAP AG The information contained herein may be changed without prior notice
n Some software products marketed by SAP AG and i ts distributors contain proprietary software components of other
software vendors
n Microsoftreg WINDOWSreg NTreg EXCELreg Wordreg PowerPointreg and SQL Serverreg are registered trademarks of
Microsoft Corporation
n IBMreg DB2reg DB2 Universal Database OS2reg Parallel Sysplexreg MVSESA AIXreg S390reg AS400reg OS390reg
OS400reg iSeries pSeries xSeries zSeries zOS AFP Intelligent Miner WebSpherereg Netfinityreg Tivolireg
Informix and Informixreg Dynamic ServerTM are trademarks of IBM Corporation in USA andor other countries
n ORACLEreg is a registered trademark of ORACLE Corporation
n UNIXreg XOpenreg OSF1reg and Motifreg are registered trademarks of the Open Group
n Citrixreg the Citrix logo ICAreg Program Neighborhoodreg MetaFramereg WinFramereg VideoFramereg MultiWinreg and
other Citrix product names referenced herein are trademarks of Citrix Systems Inc
n HTML DHTML XML XHTML are trademarks or registered trademarks of W3Creg World Wide Web Consortium
Massachusetts Institute of Technology
n JAVAreg is a registered trademark of Sun Microsystems Inc
n JAVASCRIPTreg is a registered trademark of Sun Microsystems Inc used under license for technology invented
and implemented by Netscape
n MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One
n SAP SAP Logo R2 R3 mySAP mySAPcom and other SAP products and services mentioned herein as well as
their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other
countries all over the world All other product and service names mentioned are trademarks of their respective
companies
Copyright 2002 SAP AG All Rights Reserved
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8112019 Sap Support on Retail
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983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 6
Engagement Product Support and Solution Support
Primary Support(Global Support Centers)n Customer message solving
n Remote service delivery
n One step dispatching
n Full ownership of messagesin Support
Quality AssuranceQuality Assurance
Development Support (IMS)n Handling of complex problems and
software bugsn Remote consulting
n Know-how transfer to Primary Support
Solution Support Centers
CoEsCoEs
Mission Critical
Support
Key Account
Support
Product Support Solution Support
AGS Operations Committee
provide backoffice supportfor complex tasks of message
solving and service delivery
provide backoffice supportfor complex tasks of message
solving and service delivery
Handover mission
critical cases
Handover mission
critical cases
Handover of complex
service sales deals to KAS
Handover of complex
service sales deals to KAS
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 710
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 7
SAP Active Global Support Operational Efficiency
Asia PacificEurope AfricaAmericas
IRIR
ATATCNCN
UKUK
FF
CHCH
MXMX
KRKRCNCN
USUS
BRBR
JPJP
ANZANZ
DEDE
ESES
DEDE
SGPSGPININ
DEDE
not listed
Local Support
Regional Support
Global
Global Support Center
Local Support Satellites
SAP Active Global Support Locations
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8112019 Sap Support on Retail
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983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 8
Customized Offerings
Solution Support Services
MaxAttention
Maintenance Extension (time per release)
Support Advocate SAMs
SAP Standard SupportIncludes remote versions of SAP GoingLive Check SAP GoingLive Functional Upgrade Check SAP OSDB Migration Check
and SAP EarlyWatch Check SAP EarlyWatch Alert SAP Solution Manager Service amp Support Technology Message Solving
SAP Active Global Support ndash Solution Support Services
SAP Solution Management
Optimization
SAP SQL Statement Optimization
SAP Customer Program Optimization
SAP Business Process Performance
Optimization
SAP Storage Subsystem Optimization
SAP Remote Performance
Optimization (rem o te)
SAP Business Process Management
SAP Interface Management
SAP System Administration
SAP Data Management
Safeguarding
On-site Safeguarding for
Implementation
On-site Safeguarding for
Technical Implementation
SAP Solution Management
Assessment
SAP Upgrade Assessment
SAP GoingLive Check
SAP GoingLive Functional
Upgrade Check
SAP Upgrade Weekend Support
SAP OSDB Migration Check
SAP EarlyWatch Check
Empowering
SAP Operations Competence
Assessment
SAP Operations Competence
Empowering
Workshops at customer-site
Training for usage of SAP self-
service tools
Services to support the
implementation of SAP
Solution Manager
SAP Online Knowledge
Products
Price List
Offerings
r e m o t e
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 910
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
More Information
Additional Information
httpwwwservicesapcomsupport
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 1010
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 10
n No part of this publication may be reproduced or transmitted in any form or for any purpose without the express
permission of SAP AG The information contained herein may be changed without prior notice
n Some software products marketed by SAP AG and i ts distributors contain proprietary software components of other
software vendors
n Microsoftreg WINDOWSreg NTreg EXCELreg Wordreg PowerPointreg and SQL Serverreg are registered trademarks of
Microsoft Corporation
n IBMreg DB2reg DB2 Universal Database OS2reg Parallel Sysplexreg MVSESA AIXreg S390reg AS400reg OS390reg
OS400reg iSeries pSeries xSeries zSeries zOS AFP Intelligent Miner WebSpherereg Netfinityreg Tivolireg
Informix and Informixreg Dynamic ServerTM are trademarks of IBM Corporation in USA andor other countries
n ORACLEreg is a registered trademark of ORACLE Corporation
n UNIXreg XOpenreg OSF1reg and Motifreg are registered trademarks of the Open Group
n Citrixreg the Citrix logo ICAreg Program Neighborhoodreg MetaFramereg WinFramereg VideoFramereg MultiWinreg and
other Citrix product names referenced herein are trademarks of Citrix Systems Inc
n HTML DHTML XML XHTML are trademarks or registered trademarks of W3Creg World Wide Web Consortium
Massachusetts Institute of Technology
n JAVAreg is a registered trademark of Sun Microsystems Inc
n JAVASCRIPTreg is a registered trademark of Sun Microsystems Inc used under license for technology invented
and implemented by Netscape
n MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One
n SAP SAP Logo R2 R3 mySAP mySAPcom and other SAP products and services mentioned herein as well as
their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other
countries all over the world All other product and service names mentioned are trademarks of their respective
companies
Copyright 2002 SAP AG All Rights Reserved
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 710
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 7
SAP Active Global Support Operational Efficiency
Asia PacificEurope AfricaAmericas
IRIR
ATATCNCN
UKUK
FF
CHCH
MXMX
KRKRCNCN
USUS
BRBR
JPJP
ANZANZ
DEDE
ESES
DEDE
SGPSGPININ
DEDE
not listed
Local Support
Regional Support
Global
Global Support Center
Local Support Satellites
SAP Active Global Support Locations
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 810
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 8
Customized Offerings
Solution Support Services
MaxAttention
Maintenance Extension (time per release)
Support Advocate SAMs
SAP Standard SupportIncludes remote versions of SAP GoingLive Check SAP GoingLive Functional Upgrade Check SAP OSDB Migration Check
and SAP EarlyWatch Check SAP EarlyWatch Alert SAP Solution Manager Service amp Support Technology Message Solving
SAP Active Global Support ndash Solution Support Services
SAP Solution Management
Optimization
SAP SQL Statement Optimization
SAP Customer Program Optimization
SAP Business Process Performance
Optimization
SAP Storage Subsystem Optimization
SAP Remote Performance
Optimization (rem o te)
SAP Business Process Management
SAP Interface Management
SAP System Administration
SAP Data Management
Safeguarding
On-site Safeguarding for
Implementation
On-site Safeguarding for
Technical Implementation
SAP Solution Management
Assessment
SAP Upgrade Assessment
SAP GoingLive Check
SAP GoingLive Functional
Upgrade Check
SAP Upgrade Weekend Support
SAP OSDB Migration Check
SAP EarlyWatch Check
Empowering
SAP Operations Competence
Assessment
SAP Operations Competence
Empowering
Workshops at customer-site
Training for usage of SAP self-
service tools
Services to support the
implementation of SAP
Solution Manager
SAP Online Knowledge
Products
Price List
Offerings
r e m o t e
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 910
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
More Information
Additional Information
httpwwwservicesapcomsupport
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 1010
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 10
n No part of this publication may be reproduced or transmitted in any form or for any purpose without the express
permission of SAP AG The information contained herein may be changed without prior notice
n Some software products marketed by SAP AG and i ts distributors contain proprietary software components of other
software vendors
n Microsoftreg WINDOWSreg NTreg EXCELreg Wordreg PowerPointreg and SQL Serverreg are registered trademarks of
Microsoft Corporation
n IBMreg DB2reg DB2 Universal Database OS2reg Parallel Sysplexreg MVSESA AIXreg S390reg AS400reg OS390reg
OS400reg iSeries pSeries xSeries zSeries zOS AFP Intelligent Miner WebSpherereg Netfinityreg Tivolireg
Informix and Informixreg Dynamic ServerTM are trademarks of IBM Corporation in USA andor other countries
n ORACLEreg is a registered trademark of ORACLE Corporation
n UNIXreg XOpenreg OSF1reg and Motifreg are registered trademarks of the Open Group
n Citrixreg the Citrix logo ICAreg Program Neighborhoodreg MetaFramereg WinFramereg VideoFramereg MultiWinreg and
other Citrix product names referenced herein are trademarks of Citrix Systems Inc
n HTML DHTML XML XHTML are trademarks or registered trademarks of W3Creg World Wide Web Consortium
Massachusetts Institute of Technology
n JAVAreg is a registered trademark of Sun Microsystems Inc
n JAVASCRIPTreg is a registered trademark of Sun Microsystems Inc used under license for technology invented
and implemented by Netscape
n MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One
n SAP SAP Logo R2 R3 mySAP mySAPcom and other SAP products and services mentioned herein as well as
their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other
countries all over the world All other product and service names mentioned are trademarks of their respective
companies
Copyright 2002 SAP AG All Rights Reserved
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 810
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 8
Customized Offerings
Solution Support Services
MaxAttention
Maintenance Extension (time per release)
Support Advocate SAMs
SAP Standard SupportIncludes remote versions of SAP GoingLive Check SAP GoingLive Functional Upgrade Check SAP OSDB Migration Check
and SAP EarlyWatch Check SAP EarlyWatch Alert SAP Solution Manager Service amp Support Technology Message Solving
SAP Active Global Support ndash Solution Support Services
SAP Solution Management
Optimization
SAP SQL Statement Optimization
SAP Customer Program Optimization
SAP Business Process Performance
Optimization
SAP Storage Subsystem Optimization
SAP Remote Performance
Optimization (rem o te)
SAP Business Process Management
SAP Interface Management
SAP System Administration
SAP Data Management
Safeguarding
On-site Safeguarding for
Implementation
On-site Safeguarding for
Technical Implementation
SAP Solution Management
Assessment
SAP Upgrade Assessment
SAP GoingLive Check
SAP GoingLive Functional
Upgrade Check
SAP Upgrade Weekend Support
SAP OSDB Migration Check
SAP EarlyWatch Check
Empowering
SAP Operations Competence
Assessment
SAP Operations Competence
Empowering
Workshops at customer-site
Training for usage of SAP self-
service tools
Services to support the
implementation of SAP
Solution Manager
SAP Online Knowledge
Products
Price List
Offerings
r e m o t e
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 910
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
More Information
Additional Information
httpwwwservicesapcomsupport
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 1010
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 10
n No part of this publication may be reproduced or transmitted in any form or for any purpose without the express
permission of SAP AG The information contained herein may be changed without prior notice
n Some software products marketed by SAP AG and i ts distributors contain proprietary software components of other
software vendors
n Microsoftreg WINDOWSreg NTreg EXCELreg Wordreg PowerPointreg and SQL Serverreg are registered trademarks of
Microsoft Corporation
n IBMreg DB2reg DB2 Universal Database OS2reg Parallel Sysplexreg MVSESA AIXreg S390reg AS400reg OS390reg
OS400reg iSeries pSeries xSeries zSeries zOS AFP Intelligent Miner WebSpherereg Netfinityreg Tivolireg
Informix and Informixreg Dynamic ServerTM are trademarks of IBM Corporation in USA andor other countries
n ORACLEreg is a registered trademark of ORACLE Corporation
n UNIXreg XOpenreg OSF1reg and Motifreg are registered trademarks of the Open Group
n Citrixreg the Citrix logo ICAreg Program Neighborhoodreg MetaFramereg WinFramereg VideoFramereg MultiWinreg and
other Citrix product names referenced herein are trademarks of Citrix Systems Inc
n HTML DHTML XML XHTML are trademarks or registered trademarks of W3Creg World Wide Web Consortium
Massachusetts Institute of Technology
n JAVAreg is a registered trademark of Sun Microsystems Inc
n JAVASCRIPTreg is a registered trademark of Sun Microsystems Inc used under license for technology invented
and implemented by Netscape
n MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One
n SAP SAP Logo R2 R3 mySAP mySAPcom and other SAP products and services mentioned herein as well as
their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other
countries all over the world All other product and service names mentioned are trademarks of their respective
companies
Copyright 2002 SAP AG All Rights Reserved
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 910
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
More Information
Additional Information
httpwwwservicesapcomsupport
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 9
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 1010
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 10
n No part of this publication may be reproduced or transmitted in any form or for any purpose without the express
permission of SAP AG The information contained herein may be changed without prior notice
n Some software products marketed by SAP AG and i ts distributors contain proprietary software components of other
software vendors
n Microsoftreg WINDOWSreg NTreg EXCELreg Wordreg PowerPointreg and SQL Serverreg are registered trademarks of
Microsoft Corporation
n IBMreg DB2reg DB2 Universal Database OS2reg Parallel Sysplexreg MVSESA AIXreg S390reg AS400reg OS390reg
OS400reg iSeries pSeries xSeries zSeries zOS AFP Intelligent Miner WebSpherereg Netfinityreg Tivolireg
Informix and Informixreg Dynamic ServerTM are trademarks of IBM Corporation in USA andor other countries
n ORACLEreg is a registered trademark of ORACLE Corporation
n UNIXreg XOpenreg OSF1reg and Motifreg are registered trademarks of the Open Group
n Citrixreg the Citrix logo ICAreg Program Neighborhoodreg MetaFramereg WinFramereg VideoFramereg MultiWinreg and
other Citrix product names referenced herein are trademarks of Citrix Systems Inc
n HTML DHTML XML XHTML are trademarks or registered trademarks of W3Creg World Wide Web Consortium
Massachusetts Institute of Technology
n JAVAreg is a registered trademark of Sun Microsystems Inc
n JAVASCRIPTreg is a registered trademark of Sun Microsystems Inc used under license for technology invented
and implemented by Netscape
n MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One
n SAP SAP Logo R2 R3 mySAP mySAPcom and other SAP products and services mentioned herein as well as
their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other
countries all over the world All other product and service names mentioned are trademarks of their respective
companies
Copyright 2002 SAP AG All Rights Reserved
PDF created with pdfFactory trial version wwwpdffactorycom
8112019 Sap Support on Retail
httpslidepdfcomreaderfullsap-support-on-retail 1010
983209 SAP AG 2002 SAP ACTIVE GLOBAL SUPPORT 10
n No part of this publication may be reproduced or transmitted in any form or for any purpose without the express
permission of SAP AG The information contained herein may be changed without prior notice
n Some software products marketed by SAP AG and i ts distributors contain proprietary software components of other
software vendors
n Microsoftreg WINDOWSreg NTreg EXCELreg Wordreg PowerPointreg and SQL Serverreg are registered trademarks of
Microsoft Corporation
n IBMreg DB2reg DB2 Universal Database OS2reg Parallel Sysplexreg MVSESA AIXreg S390reg AS400reg OS390reg
OS400reg iSeries pSeries xSeries zSeries zOS AFP Intelligent Miner WebSpherereg Netfinityreg Tivolireg
Informix and Informixreg Dynamic ServerTM are trademarks of IBM Corporation in USA andor other countries
n ORACLEreg is a registered trademark of ORACLE Corporation
n UNIXreg XOpenreg OSF1reg and Motifreg are registered trademarks of the Open Group
n Citrixreg the Citrix logo ICAreg Program Neighborhoodreg MetaFramereg WinFramereg VideoFramereg MultiWinreg and
other Citrix product names referenced herein are trademarks of Citrix Systems Inc
n HTML DHTML XML XHTML are trademarks or registered trademarks of W3Creg World Wide Web Consortium
Massachusetts Institute of Technology
n JAVAreg is a registered trademark of Sun Microsystems Inc
n JAVASCRIPTreg is a registered trademark of Sun Microsystems Inc used under license for technology invented
and implemented by Netscape
n MarketSet and Enterprise Buyer are jointly owned trademarks of SAP AG and Commerce One
n SAP SAP Logo R2 R3 mySAP mySAPcom and other SAP products and services mentioned herein as well as
their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other
countries all over the world All other product and service names mentioned are trademarks of their respective
companies
Copyright 2002 SAP AG All Rights Reserved
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