et alia Support Offerings Flexibility and Predictability in
Support 2012 by et alia, llc. All rights reserved.
Slide 2
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.
Slide 3
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.
Slide 4
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.
Slide 5
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!
Slide 6
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.
Slide 7
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.
Slide 8
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.
Slide 9
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
Slide 10
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.
Slide 11
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.
Slide 12
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.
Slide 13
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)
Slide 14
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
Slide 15
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.
Slide 16
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.
Slide 17
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.
Slide 18
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
Slide 19
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.
Slide 20
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.
Slide 21
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
Slide 22
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
Slide 23
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.
Slide 24
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.
Slide 25
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
Slide 26
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
Slide 27
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
Slide 28
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
Slide 29
THANK YOU Customer Support Team et alia, llc. (414) 342-4030
[email protected] http://www.etalia.com/support/ 2012 by et alia,
llc. All rights reserved.