7057_TSCM_50-2ª_parte_(0-5)
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7057_TSCM_50-2ª_parte_(0-5)


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into an implementation project. In the following the key concepts and offerings 
from SAP Active Global Support are described. 
„ SAP GoingLive Check: is part of the Safeguarding program and helps to manage technical risk to ensure 
optimal performance, availability and maintainability of mySAP.com solutions. It is best used during a new 
implementation or when you experience a significant increase of data and user volume. It proactively analyzes 
core business processes within the solution landscape and guides to a smooth start of production and 
technically robust operations afterwards. 
„ SAP EarlyWatch Alert: is part of the Safeguarding program and includes extensive analyses of performance 
and important administrative areas. It runs fully automatically, is free of charge and forms the foundation for 
further services during the entire life-cycle of your SAP system. 
„ SAP EarlyWatch Check: is part of the Safeguarding program and proactively analyzes the operating system, 
database, and entire SAP system to ensure optimal performance and reliability. 
„ SMA = SAP Solution Management Assessment: This onsite service is part of the Safeguarding program and 
maps the solution landscape and core business processes. It identifies weak points and the impact they have on 
your core business processes. A list is then generated containing the measures SAP recommends to take for 
your solution as well as an action plan, which explains how and when these measures can be implemented. 
„ SMO = SAP Solution Management Optimization: is a portfolio of services that keeps mySAP.com solutions 
running optimally, improves return on investment and reduces the total cost of operation. The services focus on 
technical optimization of application and system operations and solve technical issues which you are facing 
already or which have been identified in Safeguarding services as essential risk. 
 
© SAP AG TSCM50 3-36 
\uf8e9 SAP AG 2002
Proactive Services for Best Applications
Implementation /
Ramp-up
Implementation /
Ramp-up
Operation &
Continuous
Improvement
Operation &
Continuous
Improvement
Discovery/
Evaluation
Discovery/
Evaluation
Support ProgramsPhases
9
9
9
Proactive Support Services from 3 programs
make sure you will be up and running
Benefits
\u2022 Initiated risk
management process
\u2022 Define core competencies
requirements
\u2022 Initiated risk
management process
\u2022 Define core competencies
requirements
\u2022 Ensuring that core business
processes will work
\u2022 Core competencies for a success-
ful handover to customer\u2018s
support exist
\u2022 Implementation of best practice
solution management
\u2022 Ensuring that core business
processes will work
\u2022 Core competencies for a success-
ful handover to customer\u2018s
support exist
\u2022 Implementation of best practice
solution management
\u2022 Smooth startup of operation
\u2022 Development of core
competencies for continuous
technical optimization
\u2022 Increased performance
\u2022 Limited hardware investment
\u2022 Reduced operational costs
\u2022 Smooth startup of operation
\u2022 Development of core
competencies for continuous
technical optimization
\u2022 Increased performance
\u2022 Limited hardware investment
\u2022 Reduced operational costs
Safeguarding
Solution M
anagem
ent
O
ptim
ization
Em
pow
ering
 
 
 
SAP Support Services are bundled in 3 programs and aligned with CEL phases. 
„ Safeguarding is a portfolio of checks used to manage technical risk and ensure the performance, availability 
and maintainability of mySAP.com solutions. These checks identify potential risks, therefore preventing 
technical problems before they happen. These services are best made use of in a very early stage of your 
implementation, upgrade or migration project. The earlier they are used, the greater they minimize the 
occurrence of technical issues and their related costs. They are most applicable in mission critical projects in 
crucial phases, for continuous monitoring and continuous business improvement. 
„ Empowering is a portfolio of assessments, training courses, workshops and road maps. Together, they deliver 
customer staff clear guidelines and transfer the knowledge they need to run a customer\u2019s support organization 
and optimally manage the mySAP.com solution landscape. Customer staff is empowered to solve technical 
issues before they have a chance to become expensive. Empowering significantly reduces the total cost of 
ownership and improves the performance of the mySAP.com solution with fully qualified staff, a competent 
support organization and necessary support tools. 
„ Solution Management Optimization is a portfolio of services that keeps mySAP.com solutions running 
optimally, improves return on investment and reduces the total cost of operation. The services focus on 
technical optimization of application and system operations and solve technical issues which you are facing 
already or which have been identified in Safeguarding services as essential risk. Solution Management 
Optimization services are designed to maximize your return on investment. 
 
© SAP AG TSCM50 3-37 
\uf8e9 SAP AG 2002
A Complete Support Solution
Secure your investment. Maximize
its value. Reduce Total Cost of
Ownership. Explore opportunities
Tiered, unmatched
maintenance offerings
SAP STANDARD SUPPORT
Knowledge, tools and support
services covering the
entire life cycle
SOLUTION
MANAGEMENT
OPTMIZATION
Exploit the full potential
of your mySAP.com
solution
SAFEGUARDING
Manage technical risk
and ensure technical
robustness 
EMPOWERING
Acquire the right
core competencies
to manage your solution
Proactive Support
Programs span the
entire life cylce
100%
PREMIUM SUPPORT
MaxAttention Onsite
MaxAttention ServiceLevel
Coverage
 
 
 
Our Support offering is based on 3 key elements: 
„ SAP Standard Support (priced at 17% of your licence contract value) offers: 
y Worldwide support 7 days a week, 24 hours a day 
y Support and maintenance of SAP software 
y Integrated support for SAP solutions and SAP partner products 
y SAP Solution Manager for integrating all content, tools, and methodologies for implementing and operating your mySAP.com solution 
y Access to SAP through the SAP Service Marketplace 
y Proactive remote services: Up to 2 SAP EarlyWatch Checks, SAP Early Watch Alert, SAP GoingLive Check or SAP GoingLive 
Functional Upgrade Check or SAP OS/DB Migration Check 
y Standard Support is priced at 17% of your license contract value. 
In addition, you can choose between two new premium options: 
„ MaxAttention ServiceLevel 
y MaxAttention ServiceLevel contains a Service Level Agreement for customer messages. A Service Level Agreement defines initial 
response times as well as the dispatching time for an onsite team in case of mission-critical, priority-one issues. 
y Furthermore, the MaxAttention ServiceLevel coverage includes Safeguarding \u2013 that is technical risk management \u2013 for up to two 
mission critical projects, named contacts in Support, and back office support while using SAP's self-services. 
y MaxAttention ServiceLevel is priced at an additional 3% of your license contract value or with a minimum fee per year of \u20ac450,000 or 
US $450,000. 
„ MaxAttention OnSite 
„ The MaxAttention OnSite package includes the entire MaxAttention ServiceLevel package plus an additional on-site support component 
where SAP Active Global Support has dedicated a minimum of two full time equivalents at your site. 
„ These onsite consultants manage the maintenance process of the mySAP.com solutions, performing root cause analysis of your problems 
and provide mentoring for the usage of SAP tools. MaxAttention OnSite is priced at 6% of your license contract value in addition to the 
standard support fee or with a minimum fee per year of \u20ac900,000