2009 06 Worldtour SOL22 SAP Fr

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Enterprise Support

Franois Oval

Support Manager SAPLabs France

Lionel SchwirtzMaintenance Sales Director, SAP


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SAP 2008 / Page 2

SAP Active Global Support Organization


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SAP Enterprise SupportManages innovation

and integration in SAP solution landscapes

SAP Ecosystem

+Value Prop

Delivered via

The offering

Global Support

Backbone

Mission-Critical

Support

Continuous quality checks

Robust SLAs

Support advisory

7 x 24 root cause analysis

Root cause analysis forcustom code

Run SAP

Industry-leading bestpractices

Run SAP methodologyfor end-to-end solution

operations Consulting, training, and

certification available asadditional offerings

Consistent standards

Lifecycle management

Business processmonitoring

Custom code management

Remote supportability

Diagnostics

Innovation Innovation with minimum disruption

Continuous improvement

Complexity masked

Test effort reduction

Protection of Investment

TCO reduction

Risk reduction

End-to-EndSolution

Operations

SAP Solution Manager,enterprise edition, and theSAP service infrastructureplatform

On demand 7 x 24support integration

SAP Service Marketplace

Enabled by

In collaboration with

SAP Enterprise SupportHolistic Support Model to Enable Continuous Improvement &Successful Solution Operations at Lower Risk & Cost


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Reactive Engagement

The engagement is Reactivewhen the Customer contacts the SupportAdvisory Center for:

7x24 Root Cause AnalysisMessage EscalationsComplaints on SLA/ message handling

Continuous Quality Checks change..


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Proactive Engagement

The engagement is Proactivewhen the Support Advisory Centercollaborate with Customer for:

Set-Up Service DeliveryPre-requisite Readiness Check7x24 Root Cause Analysis

Service Plan Creation and AgreementCQC delivery planningFollow-up on given recommendationsTop Issue handling


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SAP Enterprise Support - Continuous Quality Checks

SAP Continuous Quality Checks, a customizable Remote service portfolio,with focus on the overall SAP Software Lifecycle. Plan, Built, Run.

Identify ongoing technical risks and optimization potential Support a smooth Go Live of an implementation or upgrade project

Improve system performance, availability, stability and data consistency

Document your

solution

Identify

technical risks

Support

GoingLive

Identify solution

optimization

potential

Improve business

process

performance

Information Risk analysis & mitigation Continuous Improvement

Mandatory delivery platform for Continuous Quality Checks:

SAP Solution Manager Enterprise Edition

Continuous Quality Checks for SAP Software Solutions

Top Alerts reported by SAPEarlyWatchAlert

Top Issues mutually agreed betweencustomer and Support Advisory

Center


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SAP Continuous Quality Checks along the

SAP Software Lifecycle

SAP CQC for SolutionManagerSolution ManagerPreparation

Plan Solution

Design

Built Integration Testing

and GoLiveRun-Post Go Live Support

1 2 3Upgrade

4

2 3 4 5Operations &

Continuous Improvement and UpgradesImplementation Project

Blueprint Volume

Test GoLiveGoLive

Baseline

Configuration

Integration

Test

SAP CQC for ImplementationGoing-Live for Solutions Analysisand Verification

SAP CQC for Implementation

Integration Validation

SAP CQC for ImplementationSupport Going Live SAP CQC for Upgrade

Downtime Assessment

SAP CQC for UpgradeGoing Live for Functional

Upgrade Checks

SAP CQC for UpgradeUpgrade AssessmentSession

SAP CQC for Upgrade

Support Going Live

SAP CQC for OperationRemote Performance Optimization

SAP CQC for Operation EarlyWatch Check

SAP CQC for OperationDataVolume Management Optimization

SAP CQC for OperationOS/DB Migration

SAP CQC for OperationBusinessProcess Performance Optimization

SAP CQC for Operation Technical

Performance Optimization

SAP CQC for OperationSecurityOptimization Check

SAP CQC for Operation BusinessProcess Analysis and Monitoring


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SAP Enterprise Support: Continuous Quality Checks

Planning and Delivery process

A Top-Issue" shall mean issues and/or failures identified and prioritizedjointly by SAP and Customer in accordance with the SAP standards, which

may endanger Go-Live of a pre-production system or have a significantbusiness impact on a Customers core Production System.

The Top-Issue has to be created by the customer in the Solution

Manager and sent to SAP

Once the Top-Issue has been received in SAP an analysis of thesituation is made by the SAC specialists and further services or an

action plan can be mutually agreed to solve the Top-Issue


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Stability, upgrades and customer specific

programs

Focus on customer specific programs

Modification J ustification Check

Evaluation of Proposed Modifications of SAP Standard Solutions

Check whether the required business functions can be implemented within the SAP standard

functional scope Check whether the required business functions can be achieved by taking advantage of SAP

standard enhancements rather than SAP source code modifications

Check whether alternative implementation options could accommodate your business requirementsby means of business process reengineering or work-around solutions

Custom Code Maintainability Check

The SAP Custom Code Maintainability Check analyzes the objects in your custom development projectand documents the results in a service report. It evaluates the quality of your coding regarding theability to perform future SAP upgrades and SAP Enhancement Package or SAP support packageimports

Focus on upgrade

Accelerated Innovation Enablement

SAP provides Customer with up to five days remote support services per calendar year from SAPsoftware architects to assist Customer in evaluating the innovation capabilities of the latest SAP

enhancement package and how it may be deployed for Customers business process requirements


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SAP Enterprise Support Components -

24 hour Support Advisory Center

Consistent point of contact for you support issue during operations or project phases

Acts as additional escalation level for exception handling in the support process

Facilitates 7x24 mission-critical support for top issues*

Guides you through the planning and delivery of the Continuous Quality Checks

Provide regular follow-up information on action agreed (inc. regular service & supportreporting)

* Issue which may endanger GoLive of a pre-production system or have a significant business impact on you core production system

Customer Customer Interaction Center/Support Advisory Center SAP Support Back Office


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CIC vs. SAC. TASKS & RESPONSIBILITIES

CIC SAC

General Support Queries (e.g. what is ES/PSLE?,sap.com queries, training, when/how to create msgs...)

Maintenance, installations, change of

name/address, etc.

Queries about SMP (e.g. messages, SAP Notes,downloads, keys, etc.)

S-Users, authorizations, passwords, eMail

domains, etc.

License Key requests

Software availability, downloads, and how to

order.

Remote Connections (new, changes, etc.)

Customer Messages Speed Up Requests

Customer Messages Request to change prior ity.

Customer Messages Escalation

Proactive CQC remote service planning (inc luding

SetUp service)

Solution Manager (Enterprise Edition)

Top Issues (& Action Plan)

Critical/Top Issues - RCA (Production Down, GLshowstopper, etc.)

SLA Complaints

Service & Suppor t Report

ES report (in fu ture)

Customer Follow Up Call

CCOE (Re)Certification

CIC hands over to SAC

Channel Partner Request Proactive TQC (Go-

Live Elementary) Requests

For a detailed overview of CIC-specific tasks, please refer to the appendix.


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Customer Interaction Center/Support Advisory Center

in France

Open customer message using component SV-CIC (5 days x 8 hours)

The designated SAP Support Advisory Center will be English speaking

0810 302 333

or+33 1 4445 2333

[email protected]

See note 560499 for Worldwide list

0800 910253

[email protected]
mailto:[email protected]:[email protected]


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SAP Enterprise Support Components -

Service Level Agreement

Guaranteed Service Level Agreement on initial reaction time and corrective action

Accelerated problem resolution for productive system incidents and critical projects

Minimize business disruption and unforeseen downtime

Significantly reduce financial impact of support issues

* issues which may endanger GoLive of a pre-production systemor have a significant business impact on your core productionsystem

** a correction, a work-around or an action plan

Productive

Environment

Priority 1* Priority 2

Initial Reaction 1 hour 4 hours

Corrective

action**4 hours

Problem

Issue

SAP Support

Message arrives

at SAP

Customer


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SAP EarlyWatch Alert:PreventivePreemptiveReactive

SAP Enterprise Support 7x24 Advanced

Very High Priority Production Down Situation

Active Global Support(5000 Support Engineers)

Development (12,000developers)

Partners (2,200+)

Reaction:Incident

managementEscalationteamremote

Involvement ofGlobal RCA teams

Resource Allocation

Remote/De-escalation TeamSenior Management,Involvement

Continuous Improvement

Customer

SAP Solution Manager

SCMSCM

4.6C4.6C

CRMCRM

Support Advisory

Center

Customer

24/7Global

Interface to customer,Active Global Support andPartner s

Analysis, tracking, andresolution

Facilitate real-time team-upwith back office

SCMSCM

4.6C4.6C

CRMCRM

SAP Back Office


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S&S Report Content

SAP Systems

High level listing including total and live systems by productversion + Detailed list of customer systems

Defines the scope of the Service and Support Report

SAP Systems

High level listing including total and live systems by productversion + Detailed list of customer systems

Defines the scope of the Service and Support Report

Customer Messages

Incoming Messages:Statistics for previous 6 months, message priorities, messagecomponents

Closed Messages:Solutions and processing times, message classification, supportdesk evaluation, PCC figures

Open Messages:Open messages with priority 1 and 2, long running messages

Customer Messages

Incoming Messages:Statistics for previous 6 months, message priorities, messagecomponents

Closed Messages:Solutions and processing times, message classification, supportdesk evaluation, PCC figures

Open Messages:Open messages with priority 1 and 2, long running messages

SAP Services Statistics for previous 6 months

Continuous Quality Checks delivered

SAP Services Statistics for previous 6 months

Continuous Quality Checks delivered

Executive SummaryExecutive Summary

Projects, Issues, Actions and Service Plans

Based on CRM data

Projects, Issues, Actions and Service Plans

Based on CRM data


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Value through SAP Enterprise Support reflected in

the SAP Enterprise Support Report

SAP Ecosystem

SAP Enterprise Support

Mission-Critical

SupportRun SAP

Innovation &

Protection of

Investment

End-to-End

Solution Operations

Global

Support

Backbone

+

SAP Enterprise Support Report

Table of Contents

Executive Summary...........................................1

1. Innovation & Protection of Investment...............2

2. End-to-End Solution Operations........................3

3. Run SAP............................................................4

4. Mission-Critical Support.....................................5

5. Global Support Backbone..................................6

Appendix............................................................7


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Solution Manager for Enterprise Support

The SAP Solution Manager Enterprise Edition shall be installed, usedproductively and be activated for

Document

System

Landscape

Connect

to SAPSetup

Connect

systems

Setup

Diagnostics

Install SAP Solution

Manager EE

Activate SAP

EarlyWatch Alert

Enable system landscape

documentation

Enable Service and

Engagement Delivery

Enable root cause

analysis

I l t i E d t E d S l ti O ti


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RunSAP

Implementing End-to-End Solution Operations

Standards with RunSAP

RunSAP facilitates the implementation ofE2E Solution Operations

SAP Standards for

Solution Operations

Define central E2Eoperations tasks

Roadmap

Accelerate theimplementation ofE2E operations

Trainings &

Certification

Provide up-to-dateskills for the ecosystem

ServicesEngage SAP to implement E2E operations

SAP Solution ManagerProvides all tools for E2E operations

RunSAP is ASAP for OperationsIt provides best practices, content, services, training

and tools for End-to-End Solution Operations


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RUNSAP Self-Assessment tool

SMP quick-link runsap


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Customer Center of Expertise CCoE

CCC

BUSINESS

Global Business ProcessChampion

Regional Business ProcessChampion

Program ManagementOffice (PMO)

End User,Key User

Application ManagementQUALITY MANAGEMENT

Integrated Q-Management, One source of the Truth

BusinessProcess Operation

CustomDevelopment

SAP Technical Operations

IT Infrastructure

IT

QUALITY MANAGEMENT One Central Source of the Truth Integrated Q-Management

CCC

Customer COE


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Certification of Customer COE Organization

An existing SAP certified Customer Competence Center (CCC) will meet SAP contractual requirementsspecific to the Customer COE for basic functions until the re-certification period is due.

Upon recertification the transition from CCC to CCOE will occur with the Primary Certification process

Customer COE Primary Certification: Basic

functions relevant for Primary Certi fication

Contract Management Support Desk

Information Management

Coordination of Innovation Requests ensuring qualitymanagement for:

Modification clearance & development requestmanagement

Maintenance Optimizer, Maintenance certificatemanagement

Management of Enhancement Packages (EhP), Legal

Change (LCP), and Support Packages (Stacks).

CQC Planning

Former CCC certification Customer COE Primary certification

Relevant CCC certification functions

Contract Management

Support Desk Information Management

Coordination of Development Requests

Service Planning

Side by Side comparison of CCC certif ication and Customer COE certi fication

SAP Enterprise Support:


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SAP Enterprise Support:

Service Portfolio

Modification Justification Check 1/2


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SAP 2008 / Page 23


Benefit from lower costs of operation: Avoid unnecessary modifications resulting in significant efforts fordevelopment, maintenance and testing during development and solution operation life cycle

Enable innovation without disruption: Benefit from additional functional developments in the SAP standardthrough easy adoption of SAP Enhancement Packages and new SAP Releases

Reduce operating costs: Simplify the application of SAP Support Packages and the maintenance of your SAPsolution

Evaluation of Proposed Modif ications of SAP Standard Solut ions

Check whether the required business functions can be implemented within the SAP standard functionalscope

Check whether the required business functions can be achieved by taking advantage of SAP standardenhancements rather than SAP source code modifications

Check whether alternative implementation options could accommodate your business requirements bymeans of business process reengineering or work-around solutions

When to Use

Use the SAP Modification J ustification Check when one of the following conditions applies to your situation:

You are planning on implementing new SAP functionality. According to your analysis of the SAP solutionthere is a functional gap in the standard functional scope that you intend to close by a modification or acustom development to satisfy your business requirements.

You would like to evaluate whether an existing modification within your current SAP solution is stillnecessary in the context of a Solution Transition Event ( e.g. adoption of an SAP Enhancement Package or anew SAP Release )



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Prerequisites

The SAP Modification J ustification Check is available for SAP Enterprise Support customers. The SAP Solution ManagerEnterprise Edition must be available. Scope and architecture of your business processes must be documented within the SAPSolution Manager Enterprise Edition according to the Minimum Documentationstandard.

Preparation

To prepare for service delivery the following information needs to be documented:

Key project information such as participating roles and affectedSAP components

Description of your core business process with special focus on your specific functional requirements and the affected businessprocess step

Description of identified functional gap within the SAP standard functional scope

Description of intended modification or custom development with regard to the functional as well as the technical approach

All documents must be provided in English.

Delivery

The SAP Modification J ustification Check is performed as a remote service for an ABAP-based SAP system. The duration of theservice delivery will depend on the complexity of the planned modification or custom development.

Outcome

The results of the SAP Modification J ustification Check will be documented in English by SAP solution experts in your SAPSolution Manager Enterprise Edition.

Based on the specified business needs SAP solution experts will verify whether SAP standard functionality or SAP standardenhancements could be used to achieve the functional requirement instead of the evaluated modification. If appropriate, further

suggestions for business process reengineering or alternative implementation strategies may be provided.

Special guidance regarding the design, development, implementation and maintenance of custom enhancements, modificationsor developments are not part of this service. Additional assistance for these activities as well as removal of existing modificationsmay be available on special request in addition to the support materials already provided within the SAP Enterprise SupportEn a ement.



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The SAP Custom Code Maintainability Check analyzes the objects in your custom development project and documents theresults in a service report. It evaluates the quality of your coding regarding the ability to perform future SAP upgrades and SAP

Enhancement Package or SAP support package imports.

With the SAP Custom Code Maintainabil ity Check you can expect:

Transparent documentation of all objects in a custom developmentproject.Categorization of these objects into modified SAP objects, enhancements, customer objects and referenced SAP objects.

Determination of key figures, indicating the upgradeability and maintainability of your system.

Benchmarking of these figures against average values of custom development projects.

When to Use

The SAP Custom Code Maintainability Check is a quality check for a custom development project with focus on futuremaintainability and upgradeability of your SAP Software Solution. It should be executed in the quality assurance system at theend of the development phase, when all transport requests have been released and imported into the quality assurance system.

Prerequisites

The service is available for customers with SAP Enterprise Support Agreement as part of the Advanced Support forEnhancement Packages. As technical requirement the SAP Solution Manager Enterprise Edition must be installed and available.Refer to the central SAP Note 1074808, which contains the detailed technical prerequisites for the system to be analyzed, aswell as for the SAP Solution Manager, which is used for the service delivery.



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SAP provides Customer with up to five days remote support services per calendar year from SAP softwarearchitects to assist Customer in evaluating the innovation capabilities of the latest SAP enhancement packageand how it may be deployed for Customers business process requirements

Prerequisites

You are planning the deployment of the latest SAP Enhancement Pack.

You have certified your Customer Center of Expertise (Customer COE) through SAPs Customer COEprogram and passed the Customer COE primary certification.

A request is submitted via SAP Service Marketplace (or via SAP Solution Manager Enterprise Edition)

message using component XX-AIE.

Preparation

To prepare for service delivery the following information needs to be documented:

Documentation of your core business process and system landscape within SAP Solution Manager Enterprise Edition

and information about your special focus on your specific functional requirements.

All information and documentation to be provided in English.

Outcome

The information received in the accelerated innovation enablement service session will be documented inEnglish by the SAP Solution Architect. The result should be used for further evaluation and implementation ofSAP Enhancement Packages.


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Setup Service

SAP reserves the right to change the content and the portfolio of the above described remote services as reasonably required and consistent with SAPs practices. SAP in its sole discretion will provide further information on the service content or latest updates on the SAP Service Marketplace at http://service.sap.com/.

Description

Setup Service The Setup Service is the initial assessment for the SAP Enterprise Support engagement. It is one of the first steps along with thepreparation for further delivery, introduction of SAP Solution Manager Enterprise Edition and SAPs message handling process.

The service offers the following services:

Introduction to

- Continuous Improvement

- Problem Resolution

- Standards and methodologies (including but not limited to Run SAP and SAP Standards for Solution Operations)

Review of the collaboration between your companys IT environment and SAP in the following areas

- Remote Access

- Security

- SAP Service Marketplace- Customer COE

Preparation of the Service Level Agreement

Introduction of Support Advisory Center

Planning for further Continuous Quality Checks delivery

Activation of SAP Solution Manager Enterprise Edition

C CO C f


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Customer COE Certification


Description

SAP Customer COEPrimary Certification

The Customer COE Primary Certification validates that an organization fulfills the minimum requirements needed to provide a solidinfrastructure for interaction with SAP. The primary certification requires that a Customer COE team demonstrates proficiency in fivecore areas: Support desk, Contract administration, Information management, Coordination of innovation requests, Service planning. Toreceive this certification, a remote audit is performed based on globally standardized certification criteria. The initial certification is validfor two years.

SAP Customer COEPrimary Re-Certification

The initial certification is valid for two years. After this period, the Customer COE organization must be re-certified on a regular basis.The recertification is also performed remotely and follows the same process as the primary certification. In order to trigger a re-certification audit, a member of the Customer COE team completes a current version of the checklist and sends it to SAP for review.Detailed information is available on SAP Service Marketplace at www.service.sap.com/coe.

C ti I t d I ti
http://www.service.sap.com/coehttp://www.service.sap.com/coe


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Continuous Improvement and Innovation


Description

SAP AcceleratedInnovation Enablement

SAP provides SAP Enterprise Support customers with up to five days remote support services per calendar year from SAP solutionarchitects to assist a customer in evaluating the innovation capabilities of the latest SAP enhancement package and how it may bedeployed for a customers business process requirements. Details such as the exact date and time of such service shall be mutuallyagreed.

Advanced Support for Enhancement Packages


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d a ced Suppo t o a ce e t ac ages

and other SAP Software Updates


Description

SAP ModificationJ ustification Check

The SAP Modification J ustification Check provides expert advice on how to avoid SAP source code modifications whenever possibleby using SAP standard functionality or by taking advantage of the SAP Enhancement Framework.

This service checks whether the required business functions can be implemented within the SAP standard functional scope, checkswhether the required business functions can be achieved by taking advantage of SAP standard enhancements rather than SAP sourcecode modifications and verifies whether alternative implementation options could accommodate your business.

SAP Custom CodeMaintainability Check

The SAP Custom Code Maintainability Check evaluates the quality of your custom development project with regards to upgradeabilityand maintainability. This service analyzes the objects in your custom development project and documents the results in a servicereport. It evaluates the quality of your coding regarding the ability to perform future SAP upgrades and SAP Enhancement Package orSAP Support Package imports.

SAP Continuous Quality Checks for SAP


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y

Solution Manager, enterprise edition*

PLEASE NOTE: This document contains additional information on SAP Enterprise Support. SAP may change or modify the contents and process descriptions set out herein at its discretion.You can find a summary of all recently made changes to this document at http://service.sap.com/enterprisesupport. In case you have questions, please contact your local account executive.

Description

Solution ManagerPreparation

The Solution Manager preparation verifies the basic configuration of the SAP Solution Manager, enterprise edition, and then providesrecommendations for optimization. The goal is to enable the SAP Solution Manager, enterprise edition, for an onsite or remote servicedelivery or for the usage of further SAP Solution Manager, enterprise edition, scenarios.

With the Solution Manager preparation customer gets help to:

Verify the configuration of your SAP Solution Manager, enterprise edition, environment

Optimize the configuration of your SAP Solution Manager, enterprise edition, for service delivery

Enable the SAP Solution Manager, enterprise edition, as a delivery platform for remote and onsite SAP support services

*These CQCs might consist of one or more manual or automatic remote service sessions

SAP Continuous Quality Checks for


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y

Implementation*


Description

Going-Live for SolutionsAnalysis and Verification

The SAP CQC for Implementation contains the following going-live sessions: going-live for solution analysis session and going-live forsolution verification session. These sessions are delivered by certified consultants through a remote connection. The delivery of theindividual sessions takes place at key phases in the implementation project. Results of the sessions are recommendations in formof areport.

Support GoingLive The Support GoingLive provides the following benefits:

System monitoring for immediate reaction in case of unforeseen incidents during go-live phase to ensure a smooth start ofproduction

Close contact between SAP Active Global Support and the customer project team

Detailed service report about the activities conducted during the Support GoingLive-Service Delivery including a consolidated actionplan

Integration Validation The integration validation performs an analysis of performance, technical correctness (stability) and transactional correctness (dataconsistency) for the critical path of a given core business process and one interface. The service is most applicable if businessprocesses are implemented which are critical for the continued success of the company.

On SAP decision SAP CQC Planning can be additionally included into SAP CQC for Implementation.


SAP Continuous Quality Checks for Operations*


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SAP Continuous Quality Checks for Operations*

PLEASE NOTE: This document contains additional information on SAP Enterprise Support. SAP may change or modify the contents and process descriptions set out herein at its discretion. Youcan find a summary of all recently made changes to this documentat http://service.sap.com/enterprisesupport. In case you have questions, please contact your local account executive.

DescriptionBusiness ProcessPerformance Optimization

The business process performance optimization (BPPO) accelerates your core business processes in order to meet internal businessrequirements and external deadlines, reduces hardware resource and manpower consumption and, therefore, increases end usersatisfaction. Depending on the determined focus, the BPPO may analyze and optimize expensive statements, optimize businessprocesses in the logistics area, optimize tasks being scheduled during your period end closing processes.

Technical PerformanceOptimization

The technical performance optimization focuses on issues which can have a significant impact on your system performance andstability. This can be general technical issues or, if the focus can be clearly defined prior to delivery, database performance issues. The

technical performance optimization focused on database performance may cover an analysis of database parameter configuration,database management. Based on the assessment, recommendations for configuring your database are provided.

Data Volume Management The data volume management portfolio helps you to establish a data volume management strategy that defines how to manage andreduce future data growth. It gives recommendations to reduce existing database size by utilizing a holistic approach that considers andintegrates the following options: data avoidance, data summarization, data deletion and data archiving

EarlyWatch Check The EarlyWatch Check helps to proactively analyze your operating system, database, and entire SAP system to check performance andreliability and show potential room for improvement. The EarlyWatchservice could be scheduled regularly to identify trends and

changes in the system performance over time at an early stage. This allows you to proactively react to workload increasing over time byadjusting hardware or configuration.



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SAP Continuous Quality Checks for Upgrade*


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SAP Continuous Quality Checks for Upgrade


Description

UpgradeAssessment

This service provides you with a technical overview of the productive system including helpful information on change management, upgraderelevant data volume, system load and performance and possible risks within maintenance strategy. As an outcome, you getrecommendations on indicators from analyzed focus areas highlighting potential risks, which can be covered or further investigated byadditional remote services.

Going-LiveFunctional UpgradeCheck

To facilitate SAP release upgrades, SAP offers the going-live functional upgrade check that helps to prepare your system for efficientoperation after a upgrade took place. The going-live check usually consists of two service sessions: an analysis session and a verificationsession for upgrade projects of many SAP products.

Support GoingLive The Support GoingLive provides the following benefits:

System monitoring for immediate reaction in case of unforeseen incidents during go-live phase to ensure a smooth start of production

Close contact between SAP Active Global Support and the customer project team

Detailed service report about the activities conducted during the Support GoingLive-Service Delivery including a consolidated action plan

DowntimeAssessment

If downtime during your upgrade project is an issue for you, this service identifies and prioritizes the causes of the downtime and givesrecommendations for improvement. The result is reduced downtime of your productive environment, ensuring that the availability of the corebusiness process will meet the project requirements.

On SAP decision SAP CQC Planning can be additionally included into SAP CQC for Upgrade.



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Thank you!

2009 06 Worldtour SOL22 SAP Fr

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