SAP Enterprise Support

SAP Enterprise Support

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.

The Pillars of Proactive Support

Cloud Editions of SAP Enterprise Support

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.

Support Collaboration with Cloud Partners

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:

Support qualification of partner consultants
Support standards and best practices
SAP Cloud ALM solution and methodology and application lifecycle management best practices

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:

Service Partner User Management Application

Documentation|Recording

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.

Region-specific Partner Support Collaboration Programs (login required)

The SAP Enterprise Support Advisory Council

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).

SAP Enterprise Support Pricing

The list price for SAP Enterprise Support for new purchases remains fixed at 22 percent until 2025.

SAP will not increase fees for existing SAP Enterprise Support contracts during the initial period ¹ and first renewal period ². ³After the contract is out of the initial price lock SAP may increase the support price by CPI on yearly basis, subject to contract terms.

¹standard initial period: Remainder of current calendar year plus following full calendar year (e.g. contract closed in February 2021 → Initial period till December 2022).

²first renewal period: Full calendar year following initial period (same example as above: First renewal period ends December 2023).

³Additional fees may apply with support provider switches, changes to the contracting parties or support service switches, including CPI increases carried over accordingly.

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