SAP Preferred Success & SAP Preferred Care

The personalized engagement at the heart of SAP Preferred Care keeps you running at peak performance and gives you more time to strategize for innovation. You can deepen your product knowledge, optimize your processes, and enhance issue resolution by working with special SAP contacts. This harmonized, enhanced support extends to users in on-premise and cloud systems.

To help you maximize the value you get from cloud solutions from SAP, we've enhanced and simplified our portfolio of cloud services. Our cloud success plans not only support and educate your users, they also facilitate successful cloud adoption across your business. Our proactive approach helps accelerate your return on investment and enable you to meet your cloud strategy goals. Our success plans include the cloud edition of SAP Enterprise Support services and the SAP Preferred Success Plan, designed for customers using our public cloud solutions.

The Pillars of Proactive Support

SAP Preferred Success Plan

Customers using SAP Preferred Success build on all the benefits of SAP Enterprise Support, cloud editions, enhanced by additional features designed to maximize the value of the SAP cloud solution.

SAP Preferred Success is the recommended go-to success plan for public cloud customers. It relies on detailed insight into the usage of your solutions to recommend actions to increase adoption. SAP Preferred Success customers get role-based learning, access to dedicated user community, interaction with Customer Success resources, and support features such as prioritized incident handling and advanced service level agreements.

SAP Preferred Success is an evolution of the SAP Preferred Care, cloud editions offering, and is currently available for SAP SuccessFactors, SAP Hybris Cloud for Customer, and SAP S/4HANA Cloud customers.

SAP Preferred Care, cloud editions

To support your move to cloud solutions, SAP Preferred Care offers personalized support and services at certain milestones, help with nonstandard and new functionality, and a guided innovation process.

Through ongoing and proactive advisory and support from the Customer Success Manager and SAP's global network of experts, SAP Preferred Care will:

  • Plot your business goals, projects, and release cycles on a support engagement plan, which includes applicable Preferred Care deliverables
  • Leverage 1-on-1 empowerment sessions on certain topic areas to provide your team with technical and functional best practices for operational excellence
  • Work closely with SAP support and implementation teams to ensure that open issues are documented and are positioned to be resolved before and after going live
  • Access customized release notes based on your environment, support with adoption of new features, and guidance related to key milestones
  • Reflect on successes and learn from challenges by leveraging the Preferred Care scorecard, which quantifies business value and tracks performance
  • Analyze incident trends and monitor top issues to identify areas for improvement and collect data for service improvement action planning

SAP Preferred Care is currently supported for these cloud offerings: SAP SuccessFactors, SAP Business ByDesign, SAP Hybris Cloud for Customer, SAP S/4HANA Enterprise Management Cloud, and SAP S/4HANA Professional Services Cloud.

SAP Preferred Care, on-premise edition

Following the strategy outlined in the SAP ONE Support program, we've extended this harmonized, enhanced support offering to users of on-premise or hybrid systems.

In on-premise environments, you create value only if production systems perform efficiently and reliably, but staying relevant today means undergoing digital transformations. You must mitigate the risk of disruption, proactively avoiding critical incidents – or resolving them rapidly.

No matter how you run SAP software, you can enjoy robust incident handling and knowledge transfer, as well as rich additional services and enhanced service-level agreements.

  • Plan your business with a designated customer success manager who provides remote enhanced incident management and orchestrates incident handling
  • Receive remote access to a product expert for a specific productive SAP software component for one year
  • Optimize your implementations and operations through proactive service checks for on-premise environments
  • Benefit from even faster issue handling when it’s really needed through advanced service-level agreements

SAP account executives or your support contacts can assist in case of questions related to this new support offering.