Regardless of the way in which your landscape is deployed, the SAP Enterprise Support offering gives you the proactive support you need to succeed. By addressing the complex business challenges of today with clear engagement plans including jointly established goals, we help you secure existing investments, optimize operations, and take advantage of the latest SAP innovations. More than helping you solve problems, we act like a business partner that proactively works with you to help you realize your business goals.
We believe collaboration is one of the keys to help you maximize the value of SAP Enterprise Support. It's important for us to help you connect with SAP experts and other SAP customers – all to help your organization succeed.
The SAP Enterprise Support Academy helps your staff members build up the know-how they need to overcome complexity. Offered as part of SAP Enterprise Support, you get access to a wide range of services and educational content.
We help you unlock the business value of existing investments in a way that makes it easier for you to introduce new innovations in a swift manner. Take advantage of the tools, reports, and services to accelerate innovation and maximize value.
Regardless of your deployment scenario and for whatever issues arise, mission-critical support gets you the attention you need at the speed you expect: accelerated problem resolution, fewer business disruptions, and less unforeseen downtime.
The SAP Enterprise Support, cloud editions offering is our foundational success plan included with any cloud subscription you have from SAP. It supports successful cloud adoption across your enterprise by taking advantage of learning resources from the SAP Enterprise Support Academy program. Capabilities include Real-Time support functionality such as Expert Chat, Schedule an Expert and our knowledge base. Make use of the SAP Enterprise Support Getting Started presentation to get a jump-start into services and tools available as part of the SAP Enterprise Support agreement.
SAP cloud customers rely on the SAP's partner ecosystem for high quality implementation and post implementation application lifecycle management services.
To enable our partners for providing the services expected by our customers, SAP closely collaborates with our partners. Coverage includes:
Essential aspects for an effective support collaboration between customers, partners, and SAP - and for when partners engage with SAP support on behalf of SAP cloud customers - include the following:
The service partner user management application enables SAP cloud customers to authorize their partner's own S-user ID to perform incident management tasks on their behalf.
Authorizing partner's S-user IDs is the recommended setup from SAP (where available) as it is the prerequisite for an effective collaboration between SAP and its partners for an expanded support experience.
SAP Cloud ALM is our application lifecycle management offering for cloud-centric customers.
With the SAP Cloud ALM solution, you can take advantage of complete cloud-based application lifecycle management (ALM) and enhance the efficiency of your cloud solution or hybrid landscape, from implementation up to ongoing operations.
Support standards and best practices provide guidance on how to interact with SAP support, search for solutions, and benefit from Real-Time Support in cases where technical assistance from SAP is needed.
The SAP Enterprise Support Advisory Council is an open program for all SAP Enterprise Support customers and is focused on the development and improvement of the SAP Enterprise Support offering for making it 100% aligned with the needs of our customers. Feel free to join the program today to become an early adopter of the latest support innovations and to profit from a bigger investment from SAP's side (such as hands-on expert advice).
The list price for SAP Enterprise Support for new purchases remains fixed at 22 percent until 2025.
From 2019 onwards SAP will not increase fees for existing SAP Enterprise Support contracts during the initial period 1 and first renewal period 2.
1 standard initial period: Remainder of current calendar year plus following full calendar year (e.g. contract closed in February 2021 → Initial period till December 2022)
2 first renewal period: Full calendar year following initial period (same example as above: First renewal period ends December 2023)