Support Model 2010 - PTT

SAP’s Support Model 2010+The Best Support for Your Business

SAP Support offerings – Overview

© SAP AG 2009. All rights reserved. /

Supplemental support offeringsSAP Standard Support SAP Enterprise Support

SAP Support PortfolioMeeting your varied business requirements

Supplemental support offerings, such as SAP MaxAttention

SAP Enterprise SupportSAP Enterprise SupportSAP StandardSupport

Reactive

Technologies and Applications

Technical Risk Mitigation

Notes Update | Support Packages | Enhancement Packages | Release Update

SUPPORT EXPERIENCEBUSINESS REQUIREMENTS

SCO

PE O

F SU

PPO

RT

NEE

DS

Proactive

Technologies , Applications &End to End BusinessProcesses

Continuous Improvement

Service Level Agreements

Customer specific Service LevelAgreements

Continuous Project and OperationsRisk Mitigation

On-site, close collaboration

Strategic engagement for ongoinginnovation


SAP Support Offerings

SAPStandard Supportenables stable operations

SAPEnterprise Supportsupports continuous improvementand successful solutionoperations at lower risk and cost

Access to innovation via enhancements packs and releases

Support Advisory as your EnterpriseSupport value advocate

Incident support including notes and support packages

Maximizingyour success

*SAP provides custom code support in case of Severity 1 Incidents, this will be based on best effort from SAP to direct the customer to the offending custom code object** For more information: click and go directly to the SAP Enterprise Support Knowledge Forum

Access to standard system health checks

Knowledge base via SAP Service Marketplace

SLAs for priority 1 and 2 messages

Expert team to restore operations in productiondown situation including Custom Code Support*

Proactive Remote Optimization Services

© SAP 2009 / Page 3


SAP Enterprise SupportReal life benefits

Remote optimisation services targeting data growth,CPU utilisation, business process and securityoptimisation.Positioned by SAP to address specific customer issues.Specific recommendations to resolve reported issue

ES Customers have access to remoteoptimisation services portfolio

provides ES customers with CommercialPredictability for simplified maintenancebudgeting

in the current economical climate customers arechallenges with planning their budget,

SAP enable ES customers on Run SAPStandards and best practices to improve ITprofile and influence on the business

Organisation GovernanceIT-Business priorities alignment

Run SAP Standards custom code template and SolutionManager as Custom Code Document Repository

Custom Code Maintainability Check and CustomisationJustification Services,

Accelerated Innovation Enablement service providescustomer with access to SAP expert as part of planning

SAP supports ES customers in mappingtheir custom code and business needs tolatest SAP product capability

Benefits:Free IT resources by retiring unused custom codeMinimized customer development and maintenance costs.

Benefits:SAP provides Enterprise Support Customers withcost predictability for maintenance fees (to 2016)

Benefit:IT quantifies ongoing contribution to the business,perceived as asset rather than financial liability

Benefits:Improved technical performance contributes to:Reduced TCOImproved end user experience.

© SAP 2009 / Page 4


SAP Enterprise SupportReal life benefits

SAP provides ES customers with expertpool of resources focusing on productiondown support

Customers can access to a team of experts tasked withrestoring customers business to normal operation.

SAP provides ES customers with ExtendedMaintenance which contribute to reductionof TCO and improve SAP Solution ROI

SAP provides extended maintenance for R/3 4.6C, R/3 4.7Enterprise and ERP 2004 releases

ES Customers have direct access toService and product Innovation

Enterprise Support has Structure in place to capturecustomer feedback

SAP ES provides SLAs for Priority1 & 2messages

Guaranteed SLAs (w/penalties) on SAP providingworkaround or action plan for Severity 1 & 2 messages

Benefits:In production down, production endangerment or go-live endangerment , a dedicated 24x7 and regionallydistributed team of experts is there for you

BenefitsCustomers using these version have better planninghorizon for functional upgrades which leads toimproved ROI

Benefits:ES Customers can directly contribute to improvisation ofSAP maintenance services and products,Customer requests will be prioritised and incorporatedinto Maintenance Services and Solutions innovation.

Benefits:Customers gain certainty of their messages beinganalysed according to globally agreed SLAs,Customer can rely on SAP providing an action plan orworkaround around the clock.

© SAP 2009 / Page 5\


SAP Enterprise SupportReal Life BenefitsImproved business users productivity

Customer and SAP identify factors which affect businessusers productivityAgreement on remediation plan using SAP ContinuousQuality Checks (CQCs) and Run SAP Standards

Improved operational efficiencies

Enablement to self-generateSAP Enterprise Support Report (ESR)ESR provides context to assess operational processesmaturity and identify relevant Run SAP standards forimprovement

Leveraging internal expert knowledgefor business enablement

Provide transparency of business processes execution;Generation of business exception reporting usingBusiness Process Analysis/ Monitoring (BPA/BPM)services (e.g. Number of purchase order not committed,picking slips not executed etc..)

Integrated SAP operational toolsenablement

Enablement on SAP Solution Manager scenarios alignedto specific customer needsUp skilling on scenarios activation and usage

Benefit:Business process performance improvementImproved business users productivityReduction in load on support teams

Benefit:Operational best practices are leveragedOperational cost reduction

Benefit:Maximized operational process automation,transparency and governanceOperational Costs Reduction

Benefits:Improve quality of business processEnables strategy and execution to reduce exceptionsvia business rules

© SAP 2009 / Page 6


* For more information: click and go directly to www.sap.com/support

Scenario Comparison

22212019

020152014

20.8

2013

20.1

2012

19.5

2011

18.9

2010

18.36

2009

18.36

2016

22.021.4SAP Enterprise Support

SAP Standard Support

18.36% 18.0% + CPI18.0%

ES Standard Support

2009 2010 2011 2012 2013 2014 2015 2016 …

InitialPeriod

1st

Renewal

Ext. Maintenance

For SAP R/3 4.6C during 2010, and for SAP R/3 Enterprise 47x110 and

47x200 from April 2010 to March 2013, an additional fee of +4% .

For SAP ECC5.0 from April 2010 to March 2011, an additional fee of

+2%, and from April 2011 to March 2013, the additional fee is +4%+

Remaining on Enterprise Support

Move to Standard Support

http://www.sap.com/support


Price Simulation Chart

License Price 1,000,000.00ES Fee ES Rate StS Rate CPI Sts Fee

183,600.00 18.36% 2009 18.36% 183,600.00183,600.00 18.36% 2010 18% 180,000.00189,000.00 18.90% 2011 18% 180,000.00195,000.00 19.50% 2012 18% 4.0% 187,200.00201,000.00 20.10% 2013 4.0% 194,688.00208,000.00 20.80% 2014 4.0% 202,475.52214,000.00 21.40% 2015 4.0% 210,574.54220,000.00 22.00% 2016 4.0% 218,997.52

Total = 1,594,200.00 Total = 1,557,535.58

Minimal price difference between Standard and Enterprise Support

*Assumption - CPI at 4%


Voice of Customers

https://service.sap.com/customerquotes

https://service.sap.com/customerquotes


Overview of Support Fees By Vendor

10% 12% 14% 16% 20% 22%18% 24% 26% 30%28%

Enterprise SupportStandard Support

Oracle*

Microsoft Dynamics

Lawson

Netsuite

* Oracle also offers “Oracle Advanced Customer Services” which delivers additional support features at a price point above 22%This dashed line indicates that vendor has additional offers at higher price-points


Where do I go from here?

Take the time to understand our support offering*

Discuss your view with your account executive, they know your businessand can help you make an informed decision

Make your choice and communicate to your Account Executive before 15th

of March 2010

* For more information: click and go directly to www.sap.com/support

Way Forward

http://www.sap.com/support


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Support Model 2010 - PTT

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