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SAP ServicesQuick GuideSupport Services for Customersof SAP Enterprise Support
CONTENT 4About SAP Active Global Support 5SAP Enterprise Support forSAP Solutions6 Innovation and Protection ofInvestment7 Application Lifecycle Management7 Run SAP Methodology8 Mission-Critical Support8 Continuous Quality Checks forSAP Enterprise Support8 Service-Level Agreements9 Support Advisory Center9 Root Cause Analysis for Standardand Custom Code9 Customer Center of Expertise10 SAP Global Support Backbone10 SAP Solution Manager, EnterpriseEdition11 SAP Service Marketplace11 SAP Support Portal 12 Unlimited License Keys12 Requirements to Request LicenseKeys for SAP Software13 License Key Request for SAPBusinessObjects Products13 Requisite Conditions for Applyingfor License Keys13 Processing Times13 License Types14 SAP Solution Manager Key14 Global License Auditing Service14 License Key Request 15 Data Maintenance15 User Data Maintenance16 How to Request New Users16 How to View a List of Users forAll Authorization Objects17 System Data Maintenance 1818Problem ResolutionWhat to Do If You Encounter anError18 Navigating the SAP Notes Tool18 Avoiding Unwanted Side Effectsfrom Applying SAP Notes18 Understanding Support Versus Consulting Services18 Creation of an SAP CustomerMessage19 Your SAP Solution Manager Service Desk19 SAP Support Portal in SAP Service Marketplace (SAP andSAP BusinessObjects Solutions)19 Calling the SAP Support Hotlineor an SAP BusinessObjects Service Center19 Message-Related Authorizations19 Guidelines for Creating SAP Customer Message20 Message Priority Classification20 Waiting for a Response from SAP21 How to Gauge Business Impact21 Justified Acceleration of ProblemResolution (for SAP Solutions)21 Follow Up on an Inactive CustomerMessage21 Raise the Priority of an SAP Customer Message22 Escalate a Message22 Message Confirmation23 Messages with Status CustomerAction24 How to Access a Message24 How to Access a Confirmed Message 25Establishing a Remote Connection to SAP25 How to Set Up a Remote NetworkConnection to SAP Support25 How to Establish a Remote Service Connection26 Necessary Software27 Establishing a Remote Service Connection 28SAP Software Downloads andOrders28 Software Distribution Center28 Software Downloads28 Maintenance Optimizer Requiredfor SAP NetWeaver 7.0 andAbove29 Activating the Maintenance Optimizer29 Download Basket and DownloadManager29 Software Orders 30Find Out More
About SAP Active Global SupportExpertise You Need for Best Possible Business PerformanceWith more than 35 years of experiencedelivering support, SAP knows how tominimize risks and optimize our customers’ SAP software to help ensurehigh-performance operations. The SAPActive Global Support organization hasmore than 5,000 employees in morethan 50 countries, backed by morethan 6,000 developers. These employees and developers support 86,000customers in more than 120 countriesworldwide.Our employees work from front officesthat are linked to a global back officestaffed 24 hours a day 7 days a weekby professionals expert in a wide rangeof topics. For more information on SAPActive Global Support, you can visitwww.sap.com/support.4
SAP Enterprise Support FORSAP SOLUTIONSProtection for Your IT Investments*Software solution Continuous improvementand innovation Solution configurationcontent Test management Advanced support forcustom code Extended maintenanceProtection ofinvestmentApplication lifecyclemanagement SAP Solution Manager Run SAP methodology Support for industry- specific best practices SAP standards for solution operations Test optimization Reporting from SAP Enterprise SupportRemote services andmission-critical support Continuous qualitychecks for SAP EnterpriseSupport Service-level agreements 24x7 root cause analysis Remote supportability 24x7 online knowledgehubsBusiness process improvementReduction of total cost of ownershipBusinesscontinuityFigure 1: Overview of SAP Enterprise SupportDue to the increasing complexity of solution landscapes, every businesshas integration needs specific to itsmission-critical applications. SAP Enterprise Support services are a key enablerfor integrated, standardized, end-to-endsolution operations. The key focus ofSAP Enterprise Support is the holisticapplication lifecycle management ofcustomers’ software landscapes andapplications.The key elements of SAP EnterpriseSupport help you in a variety of ways.The services help you adapt to changing business needs and set up effective solution and application lifecyclemanagement. They help you reduce theoperational and technical risk inherentin running in complex IT software landscapes that are supplied by multiplevendors and run software from different software companies.SAP enhancement packages and support packages: To help you protectyour IT investment and lower the totalcost of your operations, these packagesallow you to deploy measured innovationand state-of-the-art functionality to fulfillyour changing business requirements.Application lifecycle management:To help you optimize the operations ofyour SAP solutions and keep the availability of your mission-critical businessprocesses high, you receive guidancein managing software performance,controlling data volume, and improvingdata transparency and consistencyacross your entire software landscape.Run SAP methodology: To help youset up effective end-to-end solution operations, this proven methodologyprovides SAP standards for solutionoperations and a clear road map to im-plement them, with consulting, training,and certification available as additionalofferings.Mission-critical support: Continuousquality checks for SAP Enterprise Support are made by SAP support expertson an ongoing basis to gauge the current technical risk of your software landscape and uncover hidden opportunitiesto improve your software operations,performance, and availability. You havea direct communication channel to thesupport advisory center for 24x7 missioncritical support. Your service-level agreement specifies maximum response timesfrom SAP support experts for initial reactions and corrective actions toyour “very high” and “high” prioritymessages. Should you experience production downtime, you have accessto special SAP service teams who arealso able to deal with critical situationsbased on custom code.SAP global support backbone: SAPSolution Manager, enterprise edition,and the service and support infrastructure serve as the foundation for efficient collaboration between SAP, SAPpartners, and you. You have access toknowledge hubs and are provided support for integrated application lifecyclemanagement, incident management,service delivery, and software updates.For further details, please visitwww.service.sap.com/enterprisesupport.* SAP Enterprise Support offerings for SAP BusinessObjects customers differ.5
Innovation and Protection ofInvestmentSAP Enterprise Support is a key enablerfor leveraging built-in innovation alongwith integrated and standardized endto-end solution operations. Innovationand fulfilling changing requirements arepossible through the deployment ofSAP enhancement packages, supportpackages, and our overall maintenancestrategy.The 7-2 maintenance strategy for newreleases of the core SAP Business Suiteapplications offers long-term planningsecurity and a higher return on investment. The format of seven years of mainstream maintenance and two years ofextended maintenance gives you additional time to deploy and benefit frominnovation delivered through SAP enhancement packages.For more information about the maintenance strategy, please visit www.service.sap.com/maintenance.To keep you fully informed of the innovation potential of the latest enhancement packages, SAP Enterprise Support offers the accelerated innovationenablement service, which gives youfive days of remote a dvice from SAPper calendar year. All accelerated innovation enablement requests can be ordered through the SAP Service6 Marketplace extranet (or via SAP Solution Manager, enterprise edition,the application management solutionfrom SAP for customers who haveSAP Enterprise Support services) using a specific component availableunder XX-AIE. Details about servicecontent and delivery are describedat SAP Service Marketplace (seewww.service.sap.com/enterprisesupportand select SAP Enterprise Support ServicesAccelerated Innovation Enablement.In addition, SAP Enterprise Support includes special remote checks to analyze modifications you have made orplan to make to the SAP source codeyou are running, and to identify possibleconflicts between your own custom codeand the enhancement packages andother SAP software updates you planto install. You are entitled to receiveany combination of the following servicestwice per calendar year per SAP software solution – one of the services twiceor one of each per year. Modification justification check. Theobjective of this service is to provideexpert advice on how to avoid makingmodifications to SAP source codewhenever possible by using SAP standard functionality or taking advantageof the SAP enhancement frameworkinstead. It is delivered remotely bySAP solution experts and conductedfor one specific modification in oneof your core business process steps.The service can be ordered as described in SAP Note 1281532. A detailed description of the serviceis provided in the fact sheet availableby visiting SAP Service Marketplaceat www.service.sap.com/enterprisesupport and selecting SAP Enterprise Support ServicesSAP Modification Justification Check. Custom code maintainability check.This service analyzes the objects ina custom development project anddocuments the results in a servicereport. It evaluates the quality of thoseobjects and how they may impact yourability to perform future SAP upgradesand import enhancement packages orsupport packages. The custom codemaintainability check is delivered remotely by SAP solution experts. Theservice can be ordered as describedin SAP Note 1330674. A detailed description of the service is provided inthe fact sheet available in SAP ServiceMarketplace at www.service.sap.com/enterprisesupport and selectingSAP Enterprise Support ServicesSAP Custom Code MaintainabilityCheck.Configuration guidelines and best practices for SAP software system admin istration and SAP solution operationsare integral elements of SAP EnterpriseSupport, as are preconfigured test templates and test cases.
Application Lifecycle ManagementGiven the complexity of today’s IT environment, which is characterized by heterogeneous software running in a highlydistributed landscape, managing individual applications has become a nontrivialtask. By implementing application lifecycle management functionality, IT organizations and business process expertscan manage their application environments with greater efficiency, transparency, and security. The Run SAP methodology is a clearly defined, proven wayto help you manage your applicationsfor the duration of their lifecycle in yourIT landscape.For further details, please visit theSAP Service Marketplace atwww.service.sap.com/e2e.Run SAP MethodologyThe Run SAP methodology includesSAP standards for solution operationsfor a company’s business and IT units,addressing the needs of business process experts as well as IT departments.Each standard contains best-practiceprocedures on how to run individualtasks, explanations on which tools inSAP Solution Manager, enterprise edition, should be used, and referencesto available training and services thatsupport the adoption of the standard.Among others, standards are availablefor change request management andchange control management, test management, data integrity and transactional consistency, data volume management, exception handling, and businessprocess and interface monitoring, aswell as root cause analysis, system administration and monitoring, andupgrades.The road map for the Run SAP methodology guides you through the followingfive project phases for standardizing andimplementing your solution operations: Assessment and scoping Design of operations Setup of operations Handover to production Operations and optimizationIn addition to the road map, the RunSAP methodology provides tools, services, training, and certification.The training courses focus on the fourcore competencies of end-to-end solutionoperations: root cause analysis, changecontrol management, business processintegration and automation management,and technical upgrade management.These training courses and servicescan be found in the global service andeducation catalog (see ager.epx).For further details on the Run SAPmethodology and SAP standards forsolution operations, please visitwww.service.sap.com/runsap andwww.service.sap.com/supportstandards.7
Mission-Critical SupportTo optimize the value of services delivered by an IT organization, the focushas to be on core business processes.Because disruptions of those businessprocesses will have the greatest business impact, it is crucial to set up special precautions for them. This includesdisruption-prevention actions, the execution of quality checks, and measuresto accelerate the resolution of problems.Continuous Quality Checks forSAP Enterprise SupportBy assessing your technical solutionsand core business processes and recommending action, SAP EnterpriseSupport helps you run your processesmore efficiently and improve your oper ations on a continual basis.action time and for corrective actionas defined in the table below.Service-Level AgreementsSAP Enterprise Support includes aservice-level agreement for initial re riority ofP Customer MessageDescriptionInitial ReactionTimeCorrective ActionTime1 – Very highA message is priority one if the problem has very serious consequences for normal business transactions and prevents urgent,business-critical work from being performed. The message requiresimmediate processing because the malfunction can cause seriouslosses. The following circumstances generally give rise to priorityone messages: Complete system outage Malfunctions of central SAP software functions in the productionsystem Top issues – Issue or failure identified and prioritized by bothSAP and the customer in accordance with SAP standards andwhich endangers a going-live date or has a severe businessimpact on a production systemA message is priority two if normal business transactions in a production system are seriously affected and prevent necessarytasks from being performed. This is caused by incorrect or inoperable functions in the SAP software that are required to performsuch transactions or tasks. The message requires immediateprocessing because the malfunction can seriously disrupt theentire productive business flow.1 hour (24x7)4 hours (24x7)4 hours (local office hours)Not specified2 – High8
SAP Enterprise SupportNorth America Customer Center of Expertise (re)certification on requestSAP Enterprise SupportEurope, Middle East, AfricaSAP Enterprise S upportAsia Pacific, JapanSAP Enterprise SupportLatin AmericaCET24 23 22 21 20 19 18 17 16 15 14 13 12 11 10 09 08 07 06 05 04 03 02 01 24 Production downtime service teams Support advisory teams Master mission-critical support center Regional mission-critical support centerFigure 2: SAP Support Advisory – Around-the-Clock Access for CustomersSupport Advisory CenterSAP provides a global service and contact unit to handle customer messageswith priority level one (“very high”) andtop issues. These cover malfunctionsthat prevent the customer from goinglive and errors that significantly impairbusiness-critical processes in a production system and therefore interfere withthe customer’s operating environments.Examples include production standstillcaused by IT and the failure of invoicecreation, a core business process. Theservice unit, known as SAP supportadvisory, has several locations, allowing it to work according to the “followthe-sun” principle. It is part of the SAPsupport organization for customer remotesupport in business-critical operationalphases. The support advisory teamcommunicates in English and can bereached by the customer’s specifiedcontact person or by phone any timeof the day or night (24x7).The Support Advisory Center application lifecycle management tasks includethe following: Proactive identification of top issueswithin customer application lifecycleand provision of follow-up-measuresafter critical lifecycle incidents in order to drive continuous improvement Delivery of SAP Enterprise Supportsetup service (“initial assessment”) Help to reach SAP Solution Manager,enterprise edition, readiness Support business configuration andbusiness continuity– Service and action planning– Guidance in case of top issuesand/or critical alert or report– Additional escalation level in caseof top issues– Follow up after critical applicationlifecycle incidents Support for service-level agreementclaim management Delivery of SAP Enterprise Supportreport on requestGlobal support customer interactioncenters form the entry channel forthe customer’s business-critical in quiries requiring interaction with theSAP support advisory team. You canfind all local and global phone numbers,e-mail addresses, and the related message components of the centers in SAPNote 560499 by visiting SAP ServiceMarketplace(www.service.sap.com/notes).Root Cause Analysis for Standard andCustom CodeSAP Enterprise Support includes global24x7 root cause analysis and escalationprocedures that are performed withinthe times set out in the service-levelagreement (shown in the previous table).For custom code built with SAP development workbenches, SAP performsroot cause analysis. If customers documented their custom code according tothe standards for solution documentation for custom development set by SAPat that time (see www.service.sap.com/supportstandards), SAP may provideguidance to assist the customer in resolving related issues.Customer Center of ExpertiseTo use the full potential of the SAP Enterprise Support services, each customeris asked to establish a Customer Centerof Expertise (Customer COE) team within 12 months after the contract for SAPEnterprise Support is signed. A CustomerCOE is an organizational unit that isspecifically designed as the centralpoint of reference within the customerorganization for contacting SAP andcovers all core business process flows.9
Collaboration between the customer,the partner, and SAP means expertisefor you nagerThe foundation SAP Solution Manager, enterprise edition The SAP service infrastructureDelivery platform for proactive services SAP EarlyWatch Alert service Continuous quality checksSmooth integration Incident management Software updates Knowledge databases and communitiesEnablement Remote supportability Integrated lifecycle management Mission-critical support Smooth transitions and information flowSAP globalsupportbackboneSAPFigure 3: Collaboration Enabled Through the SAP Global Support BackboneIt establishes a connection between thecustomer’s user and IT departments tofoster close collaboration for integratedquality management. A center of expertise must support all SAP software onwhich the maintenance agreement withSAP Enterprise Support is based. Centers of expertise may obtain two levelsof certification: primary certificationand an optional advanced certification.For more information on centers of expertise, please refer to SAP Service Marketplace at www.service.sap.com/coe.10SAP Global Support BackboneThe SAP global support backbone, oneof the major components of SAP Enterprise Support, is a key prerequisite for theefficient delivery of services. It consistsof two essential tools – SAP ServiceMarketplace and SAP Solution Manager,enterprise edition, which is integratedinto your software landscape. This infrastructure enables optimal collaboration between you, your serv
ordered through the SAp Service marketplace extranet (or via SAp Solution manager, enterprise edition, the application management solution from SAp for customers who have SAp enterprise Support services) using a specific component available under xx-Aie. Details about service content and delivery are d
