Support Entitlements

The Support Entitlements(opens in new tab) section shows your valid support entitlements including support contracts and premium engagements, and how they are distributed across your installations and systems.

Procedure

From the sidebar, select Reporting → Support Entitlements tab.

For an installation you can have one main support contract, for instance: 

  • SAP Enterprise Support / SAP Enterprise Support Cloud Edition
  • SAP Product Support for Large Enterprises 
  • SAP Preferred Success
  • SAP Standard Support

Acronyms

Please find a list of commonly used acronyms below:
 
AcronymFull TitleAcronymFull Title
ESSAP Enterprise SupportCPSPSAP Preferred Success Expanded Edition
STDSAP Standard SupportAASAP Activate Attention
MASAP Max AttentionSEC Advanced Secure Support
PSLASAP Premium Service Level AgreementAESAP Active Edmbedded
CES Enterprise Support Cloud EditionCPremiumCloud Premium Care
CPCCloud Preferred CarePCOPrivate Cloud Operations (ECS)
CPSCloud Preferred Success  

In addition to a main support contract, you can have a premium engagement with SAP, like SAP ActiveAttention, SAP MaxAttention, SAP Preferred Success and others. There may also be a Premium Engagement (PE) attribute regarding a service level agreement, premium service level agreement, or an accelerated case management agreement. They are all displayed in this section as Premium Engagement attributes.

Support entitlements and Premium Engagement attributes are displayed on installation and/or system level. Therefore, the section is divided into two subsections:

Notes:

  • The support entitlement owner (which is the party that signed the contract) can be different from the customer benefiting from this support.
  • Data are only shown for installations where the selected customer is the technical owner (has control over the installation), regardless of whether the selected customer is the support entitlement owner or not.
  • Installations without systems are not shown.
  • Premium Engagement (PE) attributes are currently in a transition phase. Traditionally they are maintained on installation level and inherited to system level. New systems have the PE attributes maintained directly on system level.

    As a result, there may be differences between the By Installation and By System charts: Some, but not all, systems have PE attributes on system level. In cases where a system has got a PE attribute directly on system level, this is not associated with the parent installation of the system.

By Installation

Go to Support Entitlements by Installation(opens in new tab) in SAP for Me Reporting.

There are up to three graphs that display support entitlements and PE attributes on installation level. To show or hide any of them, click Personalize in the dashboard header and move the respective slider in the Support Entitlements section to ON or OFF. Alternatively, you can select the three-dot menu in the upper-right corner of the card to enter the card menu, then select  Personalize Card. 

  • Support Contract Types and PE Attributes
  • Support Contract Types and Sub-Solution Areas
  • Support Contract Owners (this chart is not part of the default configuration)

All graphs and the Support Entitlements Detail table are interconnected. If you select a section in one graph, it affects the content shown in other graphs and in the table. Example: If you select the section in the Support Contract Types and Sub-Solution Areas graph that represents SAP Standard Support for your Procurement solution, all other graphs and the table also show data only for SAP Standard Support for this solution.

To revert this selection, click the section again.

Acronyms

System acronyms are listed below:
 
AcronymFull TitleAcronymFull Title
ESSAP Enterprise SupportCPSPSAP Preferred Success Expanded Edition
STDSAP Standard SupportAASAP Activate Attention
MASAP Max AttentionSEC Advanced Secure Support
PSLASAP Premium Service Level AgreementAESAP Active Edmbedded
CES Enterprise Support Cloud EditionCPremiumCloud Premium Care
CPCCloud Preferred CarePCOPrivate Cloud Operations (ECS)
CPSCloud Preferred Success  

Charts and Tables

The By Installation subsection contains the following charts and table that you can show or hide by clicking Personalize in the dashboard header:

  • Support Contract Types and PE Attributes
    For each contract type, this graph shows the number of installations per premium engagement attribute (visualized as a graph segment).
  • Support Contract Types and Sub-Solution Areas
    For each sub-solution area, this graph shows the number of installations per contract type (visualized as a graph segment).
  • Support Contract Owners
    This graph shows the relationship of contract type and contract owner name.
  • Support Entitlements Detail
    This table lists support entitlements for systems. It is affected by the graphs: If you select a segment in one of the graphs, this will also filter the data shown in the table (but not the other way round).

    Procedure
    1. Select an installation number to enter the Installation Management application for this installation.
    2. From the drop-down, select how many rows shall be shown on each page of the table.
    3. Click the Settings icon  to enter the View Settings dialog where you can choose the table columns, specify sorting and grouping criteria, or filter.
    4. Click the Export icon  to export the table to a Microsoft Excel file on your local computer.

Note

Support contracts for cloud systems (tenants) are based on the system, not the installation. Therefore, different systems under the same installation do not necessarily share the same contract type. In the By Installation view, an installation is then shown multiple times in the Support Entitlements Details table, which simply reflects the number of different contract types for its systems.

Support contracts for on-premise and private cloud are based on installation level. Therefore, under an installation all its systems share the same support contract, and the installation is listed only once.

By System

Go to Support Entitlements by System(opens in new tab) in SAP for Me Reporting.

There are up to three graphs that display support entitlements and PE attributes on installation level. To show or hide any of them, click Personalize in the dashboard header and move the respective slider in the Support Entitlements section to ON or OFF. Alternatively, you can select Additional Options to enter the card menu, then select Personalize Card. 

  • Support Contract Types and PE Attributes
  • Support Contract Types and Deployment
  • System Roles (this chart is not part of the default configuration)

All graphs and the Support Entitlements Detail table are interconnected. If you select a section in one graph, it affects the content shown in other graphs and in the table.

To revert this selection, click the section again.
 

Charts and Tables

The By System subsection contains the following charts and tables that you can show or hide by clicking Personalize in the dashboard header:

  • Support Contract Types and PE Attributes
    For each contract type, this graph shows the number of systems per premium engagement attribute (visualized as a graph segment).
  • Support Contract Types and Deployment
    For each deployment type – on-premise, private, or public cloud –, this graph shows the number of systems per contract type (visualized as a graph segment).
  • System Roles
    For each system role, this graph shows the number of systems as a heat map: The more intensive the color, the more systems have this system role.
  • Support Entitlements Detail
    This table lists support entitlements for systems. It is affected by the graphs: If you select a segment in one of the graphs, this will also filter the data shown in the table (but not the other way round).

    Procedure
    1. Select a system number to navigate to the system details page.
    2. Select an installation number to enter the Installation Management application for this installation.
    3. From the drop-down, select how many rows shall be shown on each page of the table.
    4. Click View Settings to choose the table columns, specify sorting and grouping criteria, or filter.
    5. Click Export to export the table to a Microsoft Excel file on your local computer.

SAP for Me Connectivity

Clicking the installation number navigates you to the Installation card in SAP for Me for the corresponding system.

Clicking the system number in the table navigates you to the System card in SAP for Me.