SAP Enterprise support includes a service level agreement for the initial response time (one hour for priority 1 (P1) and four hours for priority messages 2 (P2) and a priority correction obligation 1 (for example. B solution, resolution or action plan within four hours for priority messages 1). SAP Standard Support does not have this service level agreement. Here`s a link to information about PSLE: service.sap.com/psle SAP Enterprise Support is a premium support and maintenance plan for SAP customers. According to SAP, this is the most common support plan for customers. Here is a document on corporate support: support.sap.com/content/dam/library/SAP%20Support%20Portal/support-programs-services/support-programs/enterprise… SAP also offers better support plans such as SAP ActiveEmbedded and SAP MaxAttention for companies that need more SAP support for highly complex projects. You already have an active moderator warning for this content. SAP Enterprise Support is one of many support plans offered by SAP. The most minimal support plan is the SAP Customer Connection Program for very minimal and targeted software improvements. The most comprehensive plan for customers is SAP Standard Support, which covers basic support and maintenance. SAP Enterprise Support, which SAP says aims to ensure customers have access to the latest technology and tools and access to SAP experts.
Other Useful Software Contract Negotiations Links Tuesday Tips: Five Simple Steps to Reduce Your Software Maintenance Costs Tuesday: Don`t Pool Your Support and Maintenance Contracts! Tuesday`s tip: Software licensing and prices – Don`t give your access and maintenance rights on Tuesday: 3 approaches to make shelfware Tuesday: license and software price – Now is the time to remove the „Gag Rule“ clauses in your software contracts. . I am looking for a document or presentation to show the differences between support contracts, SAP Enterprise Support and SAP PSLE. I also don`t know exactly when a company is able to get PSLE – so, which is great in this context. Figure 1. Sap`s New Support Pricing Scale (Source: SAP) The Bottom Line – Best Support Scenarios will depend on Your Previous and Current Contracting Prowess The good news – SAP has spent a lot of time listening to its customers. The result – customers want choice and there are plenty of choices to make. The best way to summarize the options is to ask a few key questions: in the spring of 2014, SAP announced that it would support SAP Enterprise Support through the ONE Support program. The program, which is made available to Enterprise Support customers at no additional cost, allows customers to manage local and cloud support issues through a single integrated platform and facilitate the support and management of hybrid environments by businesses. SAP Enterprise Support goes beyond supporting SAP applications and, according to SAP, provides end-to-end support to a customer`s entire platform, including critical customer and partner applications. It has been designed to take into account every organization size, sector or application configuration. If you have an answer to this question, use the „Your Answer“ form at the bottom of the page instead.
Appendixes: Up to 10 attachments (including images) can be used with a maximum of 1.0 Mb and a total of 10.5 Mb. An exemplary edition for customers would be a decision matrix based on several factors.