FPT SAP SUPPORT
OFFERINGS AND PROCESS
Support Model Overview
1. Support Model Overview
SAP Enterprise Support is the industry-leading offering protecting your mission critical
business, providing support excellence and accelerated innovations
SAP Standard Support is the basic offering for reliable response to technical disruptions and
for maintaining system health and integrity. SAP Standard Support keeps your SAP systems
running
FPT SAP Standard
Support
2.1 Benefits


SAP Standard Support delivers support services to help you enable continuous and effective
IT operations. This level of support provides you with the services and tools that help you to
minimize the cost and risk associated with keeping your systems up and running
SAP Standard Support delivers the following to your organization:

Incident support, including notes and support packages
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Access to standard system health checks
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Provides you with standard services aimed to help you mitigate basic project risks; SAP GoingLive™ Check
service, SAP OS/DB Migration Check service, and SAP EarlyWatch® Alert service
Knowledge base via SAP Service Marketplace or FPT Service Marketplace

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Helps you support smooth IT operations, with around-the-clock issue resolution and escalation, including 24x7
access to the SAP Notes tool database for break-fix resolution
Provides SAP knowledge and expertise to help you operate and optimize your applications
Access to innovation via enhancements packages and releases

Provides you with the ability to keep your applications tuned to functional, technological, and regulatory
developments
2.1 Benefits

From implementation to operations, SAP Standard Support helps you run SAP solutions
efficiently and enables IT to support your business objectives. With SAP Standard Support,
you gain the following business benefits:


Reliable response to technical disruptions
Sustained system integrity
2.2 Scope of SAP Standard
Support
Area
Functionality
Incident support
• 24x7 message processing for messages with “very high” priority
• Access to SAP® Notes database
• Bug fixes and notes
• Support packages
Innovation
• Enhancement packages
• Releases
• Legal changes
• Technology updates
Remote services
• SAP EarlyWatch® Alert
• SAP GoingLive™ Check
• SAP OS/DB Migration Check
SAP Solution
Manager, enterprise
edition
• Functions for software implementation and maintenance
• Limited functionality
FPT SAP Enterprise
Supports
3.1 Benefits

Improved business user productivity:

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Business enablement via internal expert knowledge

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FPT provides service-level agreements (SLAs) for priority 1 and 2 messages in an effort to
minimize interruption to business processes availability.
You get access to expert knowledge to assess usage of custom code as well as explore the
availability of standard code that covers the same functionality In addition, the Run FPT
methodology provides a governance framework to make business user–IT interaction more
efficient. FPT also provides business process exception reports to enable continuous
improvement of business rules.
Improved operational efficiencies

With application lifecycle management (ALM) methodology and end-to-end solution operation
standards, you can leverage mature best practices to simplify operations via automation and
improved transparency
3.1 Benefits

Integrated SAP operational tools

The SAP Solution Manager, enterprise edition, supports you and streamlines the operational
management of the SAP solution, covering elements such as service desk, job scheduling,
monitoring and reporting, change and test management, and root cause analysis, just to
name a few. SAP Enterprise Support services customers benefit from enhanced usage rights for
the service desk functionality in SAP Solution Manager, now supporting their complete SAP
solution
SAP Enterprise Support provides support across an application’s entire lifecycle,
from implementation and testing, to maintenance and operations, to monitoring,
optimizing, and upgrading. As a result, you can acquire the state-of-the-art tools,
techniques, content, and best practices that can help you protect and support your
IT landscape. With such cutting-edge knowledge, you can achieve your business
goals.
2.2 Offerings of SAP Enterprise Support
•
•
•
•
Mission Critical Support
Standards for Implementation and Operation
Support Advisory Services
SAP Solution Manager
3.2 Offerings of SAP Enterprise Support
Mission Critical Support
World-class Support for you
 SLAs between FPT and Customers on
response and corrective actions for critical
issues will help your business
 7x24 Production Down Support / Root
Cause Analysis for quickly finding the cause
of a problem
 Access to a global network of Support
Engineers and Developers
Benefits
 Get customer’s business back running with
highest priority and attention
 Faster issue resolution through Service Level
Agreement
 Reducing unplanned downtimes -thus
optimizing business results
 Also the implementation phase is covered by
SLA’s
3.2 Offerings of SAP Enterprise Support
Standards for Implementation and Operation
ASAP and Run SAP Methodology
Benefits
 ASAP supports cost effective and speedy
implementation
 Run SAP optimizes the implementation and
ongoing management of end-to-end solution
operations
 End-to-end support standards and bestpractices simplify and guide you during
implementation and management of your endto-end solution operations for different SAP
solutions
 Streamline projects and achieve lower total
cost of implementation –from evaluation to
post project solution management and
operations
 Reduced total cost of operation due to better
management of end-to-end operations
3.2 Offerings of SAP Enterprise Support
Remote Services: Technical Quality Checks
Technical Quality Checks (TQCs)Choice of one of the
following services, per production system per year:
 SAP EarlyWatchAlert (**)
 TQC for Implementation
 TQC GoingLive for Upgrade
 QC OS/DB Migration
Follow-up to critical EWA or Top Issue
 TQC Planning
 TQC Going Live Support
 TQC Business Process Performance Opt.
 TQC Integration Validation
 TQC Data Volume Management
 TQC Business Process Analysis & Monitoring
 TQC Security Optimization
 TQC Technical Performance Opt. Database
 TQC Solution Transition Assessment
 TQC Transport Execution Analysis
TQC Upgrade Assessment
TQC EHP Installation Check
 TQC Downtime Assessment
Benefits
 Cut down on time and budget for
implementation and innovation
 Improve system performance, availability,
stability and data consistency
 Proactive hands-on help by SAP
 Comprehensive set of technical quality
checks available
Quality checks to avoid critical situations in
the future –active risk mitigation
3.2 Offerings of SAP Enterprise Support
Support Advisory Services
Escalation interface
Benefits
 Remote support for Top-Issues and
Production-Down
 Escalation interface, to be contacted by
FPT in case of Top Issues endangering
the business
 7 x 24 support advisory (as follow-up
to Priority 1 messages, vital SAP
EarlyWatchAlerts and Top Issues)
 Red Light Post Processing (after TQC
delivery)
 Direct FPT professional
 Direct contact channel and dedicated route to
resolution
 Enabling fast problem identification
Escalation
3.2 Offerings of SAP Enterprise Support
SAP Solution Manager
Manager Comprehensive Functionality Benefits
 Central documentation of processes, system
landscape, custom code and partner
applications
 Integrated service desk and root-cause analysis
 Central monitoring and alerting infrastructure
and end-user experience monitoring
 Change Control Management, e.g.
synchronized transports FPT
 SAP Enterprise Support allows SAP Solution
Manager usage for full Application Lifecycle
Management of the customer solution
 Only SAP Enterprise Support unlocks all SAP
Solution Manager innovations
 Reduced risk and lowered TCO through
standardized and integrated application lifecycle management according to ITIL
Support
3.3 Scope of SAP Enterprise
Area
Functionality
Standard support deliverables
• Knowledge base via the FPT® Service Marketplace extranet incident support, including
notes and support packages
• Access to standard system health checks
• Access to innovation via enhancements packages and releases
Support advisory as your SAP
Enterprise Support value
advocate
SLAs for priority 1 and 2
messages
Proactive remote optimization
services
Quality management standards
The FPT support advisory center, which consists of professionals aiming to drive value to your
organization
SLAs (with penalties) for SAP to provide a solution, workaround, or action plan for priority 1
and 2 messages, if applicable
• Remote optimization services targeting data growth, CPU utilization, business process, and
security optimization
• Services positioned by SAP to address specific customer issues
• Specific recommendations to resolve reported issue
• Quality gate (Q-gate) management, which controls the quality of software changes via
quality gates – a Q-gate is a milestone in project administration of SAP Solution Manager,
enterprise edition
• Enablement on SAP Solution Manager, enterprise edition, via expert-guided implementation
sessions
Support
3.3 Scope of SAP Enterprise
Area
Functionality
Change and testing management
Business process change analyzer, which compares the objects included in a transport to
the objects contained in the used transactions (since every object is clearly assigned to a
certain transaction in a certain scenario, business process, or process step, you can
determine precisely which parts of a business process hierarchy are affected by the
change)
Support and enablement to get the
most out of SAP tools and
methodologies:
• SAP Solution Manager, enterprise
edition
• Run SAP methodology
• Organization governance
• IT–business priorities alignment
• Operational efficiencies
Extended maintenance for my SAP™
ERP 2004 releases; SAP R/3®
software, version 4.6c; and SAP R/3
Enterprise software, version 4.7
Extended maintenance for SAP R/3 4.6C, SAP R/3 Enterprise 4.7, and my SAP ERP 2004
releases
Predictability of maintenance fees
Predictable fees, which help to lessen the challenges of planning a budget in the current
economic climate
Summary
3.4 SAP Enterprise Support
The team play of all SAP Enterprise Support elements
unleashes the full power of SAP Enterprise Support. By
that SAP Enterprise Support helps to implement better,
operate better and innovate better while supporting risk
mitigation and operational cost reduction.
SAP Enterprise Support is SAP’s prime support offering
an you can expect it’s continued evolution moving
forward.
SUPPORT CUSTOMERS TO MAKE THE RIGHT CHOICE:
SAP ENTERPRISE SUPPORT
Support Comparison
4. Support Comparison
Services
Business Benefit
Service-level agreements
Response times and penalties to decrease
downtime
✓
Expert-guided implementation
service
SAP® Enterprise Support services
report
24x7 root cause analysis
Special services to ramp up and prepare
for smooth operations
✓
Customer-specific status report focused
on support operations
✓
Experts restore operations in high-risk
situations
24x7 access to advisers for smooth
operations
✓
24x7 access to support advisory
center
Accelerated innovation enablement Access to expert support days to identify
Extended maintenance for select
releases
Enablement of operations
standards
Basic support services
SAP Solution Manager, enterprise
edition, for support purposes
areas for innovation helps with continuous
improvement
Increased flexibility to define a suitable
time for an upgrade
SAP Enterprise
Support
SAP Standard
Support
✓
✓
✓
Enablement to establish standardized
processes to enable smooth operations
and continuous improvement
Basic support services to keep your
system up and running, like access to SAP
Notes and SAP Service Marketplace extranet
✓
✓
✓
✓
Application management to maintain
visibility across landscape
✓
✓
FPT Support Process
5.1 FPT Support Process Overview
INCIDENT MANAGEMENT PROCESS
Start
Raise Incident
Recored in
Solman
Yes
Workaround
and Confirm
Solution
No
End
Provide
Clarifications
Log incident in
the Solman
System
Help Desk
Customer End User
Phase
Yes
After working
hour and Status:
very high
Obtain
Clarifications
Assigning
Incident
Yes
Incident
AcKnowledgem
ent
Clarification
Required
No
Solution/
Workaround
Available
Yes
Provide
Solution
No
Analyze
Solution
Finded
Solution?
No
Support
Manager
Forward to SAP
Yes
Check and test
solution in
simulation test
SAP support
FPT Level 2 support
FPT Level 1
support
No
Solution from
SAP
Monitoring and Reporting
5.2 FPT Support Process Details

Customer
FPT Support
SAP AG
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When critical incident occurs in system customer. Customer records of issue in SAP
system.
Customer Self-Service : SAP Solution Manager and FPT service Marketplace or SAP
service Marketplace enable customers to help themselves fast and efficiently.
If incident solved ,then delivery of solution.
Implementation of solution, incident solved.
If incident not solved. Handover to FPT Support for problem resolution.

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FPT support expert take care of this issue.
FPT support expert
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1st level support: Completeness check, root cause analysis .
2nd level support: Incident solution, Workaround.
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
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If incident solved ,then delivery of solution.
Implementation of solution, incident solved.
If incident not solved. Handover to SAP Support for problem resolution


SAP support expert take care of this issue.
SAP support expert :Program correction ,testing and cross check a second developer.
New note and delivery solution.
Incident solved ,then delivery of solution.
Implementation of solution, incident solved.
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
Level Support Tasks
6. Level Support Tasks
Message
Level
Related Support Task , To Be Documented Inside An Incident
Level 1
FPT Tasks
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Complete the problem description(include/correct missing , wrong inform)
Check the priority based on the given definition (Prio1)
Translate into EN if necessary
Assign incident to a product component
Ensuring working remote connection
Search support database
Ensuring End User’s activities
Adding any attachments that could help
Level 2
FPT Tasks
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Searching for error
Checking the customizing settings
Analyze dumps , write traces , debug
Reproduce the incident.
Access customer system when necessary
Test the solution
Provide workaround
Usage of SAP expert forums and other sources
Summarize status before forwarding to SAP support
6. Level Support Tasks
Message Level
Level 3
SAP
Related Support Task , To Be Documented Inside An
Incident
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Analyze in detail recorded traces and error messages
Specify expected duration to fix the problem
Check if case is caused by licensed product
Provide workaround and / or create / modify note
Provide code fixes on behalf of licensor(support package)
Accessing End User system
Q
&
A
QUESTIONS
ANSWERS