Et alia Support Offerings Flexibility and Predictability in Support © 2012 by et alia, llc. All...

Agenda 2012 by et alia, llc. All rights reserved. 1)Support Offerings Overview 2)SAP Standard Support 3)SAP Enterprise Support 4)Standard vs. Enterprise Support 5)et alia Custom Care 6)et alia System Assurance et alia Support 2012 by et alia, llc. All rights reserved.

et alia Support Offerings 2012 by et alia, llc. All rights reserved. et alia has four distinct Customer Support Programs that are designed to provide holistic support to your entire Enterprise IT landscape. Whether you only run SAP ERP or have multiple applications, et alia has support programs enabled by SAP Solution Manager that can be tailored to meet your strategic business requirements.

et alias SAP Solution Manager 2012 by et alia, llc. All rights reserved. et alia utilizes the toolset provided in SAP Solution Manager to collaboratively administer all of your business system requirements and support needs. Having a central set of IT tools enables significantly more efficient delivery of solutions and services across your entire IT landscape. The toolset in Solution Manager covers all of the following services and functions we can provide to you: Implementation of SAP solutions Solution monitoring Service desk Change request management Delivery of SAP services Diagnostics SAP Solution Upgrades Solution documentation Solution Manager enables us to deliver better services to you!

SAP Standard Support SAP Standard Support is the basic offering for reliable response to technical disruptions and for maintaining system health and integrity. SAP Standard Support is designed to keep your SAP systems running properly. 2012 by et alia, llc. All rights reserved.

SAP Standard Support Features With this package, et alia provides first-level support which includes the following features 24x7 support Access to the SAP Notes service Bug fixes/support packages Enhancement packages Regulatory changes Technology updates Remote services limited to SAP EarlyWatch Alert, SAP OS/DB Migration Check, and SAP GoingLive Check services SAP Solution Manager application management solution 2012 by et alia, llc. All rights reserved. SAP Standard Support is mainly a reactive support model primarily focused on keeping your solution up-to-date from both a legal and IT perspective.

SAP Standard Support 2012 by et alia, llc. All rights reserved. SAP Standard Support Response to technical disruptions Customer-enabled business process optimization Sustained system integrity 7x24 access to SAP Notes Database for break/fix resolution Technical and functional updates via the SAP Service Marketplace SAP EarlyWatch Alert service SAP GoingLive Check SAP OS/DB Migration Check

Benefits of SAP Standard Support Benefits of Standard Support Keeps IT landscapes up-to-date and stable Reliable response to technical disruptions Customer-enabled business process optimization Sustained system integrity Tools to better manage SAP solutions Minimize the cost and risk associated with keeping the solution up and running Access to best practices and technology that help you benefit from know-how Continuous improvement with the latest functional, technological, and regulatory developments 2012 by et alia, llc. All rights reserved.

SAP Enterprise Support SAP Enterprise Support is an industry-leading proactive support that protects your business by helping you expedite implementation projects with lower costs and risks while optimizing and automating your SAP operations. Deliver strategic innovation into the existing SAP landscape and enable shorter time-to-market with SAP Enterprise Support! 2012 by et alia, llc. All rights reserved.

SAP Enterprise Support Features 2012 by et alia, llc. All rights reserved. SAP Enterprise Support takes a proactive approach in protecting your mission critical business, providing support excellence and accelerated innovations. Enterprise Support includes all of the features of Standard Support plus: Integrated SAP application lifecycle management, provided by SAP Solution Manager, enterprise edition, with extended functionality for deployment, operation, and continuous improvement and innovation of SAP solutions Global 24x7 production-down support, including root cause analysis for custom code Support advisory center (24x7) as a direct communication channel to SAP, handling important inquiries concerning production downs Service-level agreement covering priority-one customer messages along with top priority-one issues Test administration for solutions covered by SAP Enterprise Support, SAP-provided tools to assist with optimizing regression test scope, and preconfigured test templates and test cases Proactive technical quality checks (TQCs) during implementation, operation, and upgrades Shipment of configuration guidelines and content and provision of best practices for SAP system administration and SAP solution operations Inclusion of extended maintenance under the 7- 24 maintenance strategy (at no additional fee for customers running SAP R/3 4.6c or SAP R/3 Enterprise 4.7 software)

SAP Enterprise Support 2012 by et alia, llc. All rights reserved. SAP Enterprise Support Response to technical disruptions Customer-enabled business process optimization Sustained system integrity Mission-Critical Support Standard application & quality management Remote Access & Support Global Support Backbone & Ecosystem Alignment Business-driven innovation Accelerated innovation (Releases, EHP, Notes) Business Solution Configuration Content Maintenance Extension for SAP4.6C & 4.7, SAP Business Suite 2004 Solution Documentation Assistant Test optimization Business Process Monitoring Technical Quality Checks End-to-end Solution Operations Run SAP Methodology SAP Enterprise Support Set-Up Service Sustained system integrity

Benefits of SAP Enterprise Support Benefits of Enterprise Support Increased productivity and efficiency through shortened system response times Less system downtime and less business interruptions Fully optimized system and solution performance Reduction of total cost of operations Protection for your business while achieving operational excellence Ability to grow your company by continuously evolving your business and IT processes Ongoing significant application lifecycle management innovations and documentation with Solution Manager End-to-End support infrastructure Improved system performance, availability, stability and data consistency 2012 by et alia, llc. All rights reserved.

Standard vs. Enterprise Support 2012 by et alia, llc. All rights reserved. DeliverablesSAP Standard Support SAP Enterprise SupportBenefits of SAP Enterprise Support Service Level Agreement Not Applicable SLA based delivery Fast help when you need it most Escalation Interface Not Applicable 7x24 support advisory interaction Red Light Post Processing Direct SAP contact person Message Processing Standard processes and procedures 7x24 Production Down Support including root cause analysis for Priority 1 messages in addition to Service Level Agreement Highest attention when you need it most Involvement of a separate team to ensure highest attention to get business back running as quick as possible Infrastructure for Collaboration Access to SAP xSearch and SAP Notes Database Access to SAP Service Marketplace and SAP Developer Network (SDN) SAP Solution Manager, enterprise edition Web enabled access to et alia Service Desk Access to SAP xSearch and SAP Notes Database Access to SAP Service Marketplace and SAP Developer Network (SDN) SAP Solution Manager (Application Lifecycle Management), enterprise edition Web enabled access to et alia Service Desk (http://mkessmpr1.etalia.com:8022/sap/b c/webdynpro/sap/ags_work_incident_ma n)http://mkessmpr1.etalia.com:8022/sap/b c/webdynpro/sap/ags_work_incident_ma n End-to-end support infrastructure which is unique in the software industry Full access to SAP Solution Manager and to upcoming innovations Advanced tools for diagnostics, integration testing, and monitoring available.

Standard vs. Enterprise Support contd 2012 by et alia, llc. All rights reserved. DeliverablesSAP Standard Support SAP Enterprise SupportBenefits of SAP Enterprise Support Remote Services (Quality Checks) Remote Services limited to: SAP EarlyWatch Alert (EWA) SAP GoingLive Check & SAP GoingLive Functional Upgrade Check SAP OS/DB Migration Check Technical Quality Checks (TQCs) Choice of one of the following services, per production system per year SAP EarlyWatch Alert (EWA) TQC for Implementation TQC GoingLive for Upgrade TQC OS/DB Migration Check Follow-up to critical EWA or Top Issue TQC Planning TQC SAP EarlyWatch Check TQC GoingLive Support TQC Business Process Performance Optimization TQC Integration Validation TQC Data Volume Management TQC Business Process Analysis and Monitoring TQC Security Optimization TQC Technical Perf. Optimization Database TQC Solution Transition Execution Analysis TQC Upgrade Assessment TQC EHP Installation Check TQC Downtime Assessment Cut down on time and budget for implementation Improve system performance, availability, stability, and data consistency Proactive hand-on help delivered by SAP Comprehensive set of technical quality checks available Quality checks to avoid critical situations in the future active risk mitigation Operation Standards, Guidelines and Methodology Content and supplementary tools designed to help increase efficiency, which may include implementation methodologies and standard procedures, an Implementation Guide (IMG), and Business Configuration (BC) Sets Run SAP to establish end-to-end solution operations SAP standards for solution operations (17 standards available) available on Service Marketplace and SAP Solution Manager Configuration guidelines, content, and provision of the best practices for SAP system administration and SAP solution operations (extended scope) Cost effective & streamlined SAP implementation and standardized operation Leverages SAPs knowledge and experiences Standards that allow you to operate on a very cost effective level

et alia Custom Care 2012 by et alia, llc. All rights reserved. et alias Custom Care support services are provided by a dedicated team of seasoned professionals who are business experts with deep a SAP skillset. Our Custom Care specialists use a web-based support application during and after the implementation to support your needs.

et alia Customer Support Team 2012 by et alia, llc. All rights reserved. Who we are Dedicated team of seasoned SAP professionals who are experts in CREW functionality Solution Engineers that specialize in a particular functional area of CREW Support Consultants are leveraged across multiple CREW clients to minimize client costs What we do Support CREW implementations post go-live Provide break / fix support in addition to enhancements Implement mini projects Manage distribution and installation of CREW software updates Assist with installation and testing of SAP and BSI software updates Augment Client Customer Support (Center of Excellence) staff Augment Implementation Staff during critical project phases Support internal initiatives including new product releases

et alia Customer Support Models 2012 by et alia, llc. All rights reserved. 1. Dedicated Resources Named Resources are assigned to the client for the contracted period in a specific module Typically used for Payroll and Project Systems Fixed monthly fee applies 2. Time and Materials Support issues go into et alia queue and a module specific resources address them Hourly bill rate is applied to time usedno minimum, no maximum 3. Combination Utilize dedicated resources for areas with high number of support issues until they are stabilized Utilize time and material resources (et alia support queue) for stabilized modules

et alia System Assurance 2012 by et alia, llc. All rights reserved. The et alia System Assurance program provides full System Monitoring and Maintenance services (SMM) and more. The SMM is a strategic risk management and resolution initiative designed to maximize system and network efficiency whilst maintaining premiere 24/7 backup and support.

et alia System Assurance - Monitoring 2012 by et alia, llc. All rights reserved. System Monitoring features and procedures include: SAP Administration Query system logs for errors or problem listings Monitor platform swap space, CPU utilization Query SAP buffers used and extended memory Query processes running for errors or missing processes Monitor ABAP/4 dumps for critical errors Query lock entries for excessive age Monitor R/3 work processes Check user count on system(s) Monitor RFC connections Monitor Print Spool Database Administration Query for missing indexes Query database for table locks Query roll back segments for maximum extents Query database logs for errors Capacity Management Check SAP server file systems for data growth and free space Review over time reports on database growth

et alia System Assurance - Monitoring contd 2012 by et alia, llc. All rights reserved. Performance Management Query number of extents for each table space Record number of dialogue steps and average response time Monitor load balancing between application servers Transaction runtime analysis Monitor memory buffers CTS Administration Browse transport logs for errors Monitor the transport database monthly Move transports across landscape Monitor automatic transport batch job Batch Processing Monitor batch jobs on development Monitor batch jobs on quality assurance Monitor batch jobs on production Performance Tuning Modify default and instance profiles on all required SAP instances (Changes require restart of SAP system(s)) System checks of swap space / buffers and determine plan of action Periodic program regeneration Client Administration Perform a scheduled client copy from Production to Quality Assurance based on clients request (one per quarter) Perform a scheduled local client refresh on a SAP instance (one per quarter) Maintain client configuration in transaction SCC4 Notes Application Review and apply OSS notes as requested or researched by SMM or project team members. Hot Packages for SAP Application Server(s) Identify availability of new support packages Download / process new support packages if applicable and required

et alia System Assurance - Maintenance 2012 by et alia, llc. All rights reserved. Operating System(s) Diagnosing operating system problems for systems listed in section e Perform repairs to files, file systems, logical volumes, etc., when such repairs may eliminate the need to restore data from backup tapes Managing swap space on operating systems as defined in section e Performance Management Resolve SAP application performance problems related to SMM Conduct system performance tuning on SAP application listed section e Backup Restoration of SAP Systems Responsible for maintaining and monitoring the backup solution for the SAP systems Restoration of backup data to SAP systems defined in section e Batch Processing Identify failed batch jobs Notify responsible owner of failed batch jobs SMM is not responsible for business side batch jobs Resolve system-related cause of failed batch if it is a SMM problem Maintenance of SMM standard jobs

Benefits of System Assurance - SMM 2012 by et alia, llc. All rights reserved. Benefits of System Monitoring & Maintenance Support Highly trained SAP technical staff Cost effective, lower costs Tailored to fit companies needs Monthly Early Watch Reporting Landscape assessment/sizing

Et alia Support Offerings Flexibility and Predictability in Support © 2012 by et alia, llc. All...

Documents

Transcript of Et alia Support Offerings Flexibility and Predictability in Support © 2012 by et alia, llc. All...