At-a-Glance
Manage Complexity
and Simplify Support for
Your SAP HANA Environment
Reaching business goals by better utilizing your data often means
implementing customizable technology solutions. SAP HANA provides a
flexible, cost-effective approach for analyzing detailed data in real time.
Using the multipurpose, in-memory SAP HANA database, you can gain
instant insight into business operations and respond quickly to changing
priorities. A SAP HANA solution powered by Cisco Unified Computing
SystemTM (Cisco UCS®) delivers a broad range of advantages to
your business.
Why Use Cisco Solution
Support?
Ȥ Resolve complex solutionlevel issues more quickly:
Experience increased reliability
and performance of your solution
as we fast track issue resolution
through deep architecture
experience and established
processes for managing
solution partners.
Ȥ Focus on your business, not
managing complex SAP HANA
solution issues: Manage your daily
business operations and serving
your own customers while we take
care of unexpected issues that need
immediate attention and resolution.
Ȥ Innovate with confidence: Take
the leap to SAP HANA to accelerate
your business. Our expert Cisco
engineers are here to augment your
IT team, especially when it relates
to SAP HANA solutions based on
new and complex technologies.
However, you might be wondering to whom to turn when an issue arises
in your Cisco® SAP HANA environment. Our customers are telling us
they need a new support model that focuses not on individual products,
but on the solution as a whole. A service that is as easy to order as
product support. One that provides a primary point of contact, making
it simple to start a case and get their issue resolved.
Focus on Your Business and Leave Complex Issues to Us
We can help you increase reliability and performance of your Cisco SAP
HANA solution with Cisco Solution Support. This service offers Cisco
solution expertise and accountability for centralized issue management
and resolution among products from Cisco, SAP and other vendors in
your solution (Figure 1).
Primary
Point of
Contact
Solution
Focused
Expertise
Cisco
Solution
Support
Coordinates
Between Key
Vendors
Manages
Case to
Resolution
Figure 1. Cisco Solution Support Features
Resolve Complex Issues More Quickly
Product support is ideal when an individual component needs attention.
However, in multivendor environments, issues are often more complex.
You need to be able to isolate and resolve issues without creating
additional problems.
© 2015 Cisco and/or its affiliates. All rights reserved.
At-a-Glance
Ȥ A primary Cisco contact initiates
issue resolution and eliminates
self-diagnosis of complex issues.
Cisco Solution Support is proven to resolve complex issues more quickly
in multivendor environments (Figure 2). In a Cisco study of 10,000
support cases, Cisco Solution Support resolved complex cases 41
percent more quickly than using product support alone. This helped
customers resume normal business operations nine days sooner.
Ȥ Technology vendor coordination by
Average Days to Resolve Complex Issues
Cisco eliminates your need to broker
support conversations.
25
Ȥ End-to-end case management by
20
Cisco provides continuity of service
from first call to resolution.
15
Ȥ Deep Cisco engineer experience
with SAP HANA and other solution
technologies most often results in
immediate issue resolution.
10
Normal
business
resumes
9 days
sooner
13
days
5
Ȥ Cisco interoperability expertise
holistically fixes problems without
creating new ones.
0
Cisco
Cisco
Product Support Solution Support
Ȥ Includes Cisco Smart Net Total Care
Service or Cisco software services:
one service for comprehensive
support.
22
days
Source: 2015 Cisco internal study.
How You Benefit from
Cisco Solution Support
Figure 2. Cisco Solution Support Resolves Complex Issues Quickly
How It Works
Adopt SAP HANA technologies with
confidence. Free up your IT team and
leave complex issue management and
resolution to us. We have you covered
with Cisco Solution Support.
Cisco Solution Support combines Cisco product support—Cisco Smart
Net Total Care Service or software services—with solution-level support
into one service. Simply purchase Cisco Solution Support for each Cisco
hardware or software product in your Cisco SAP HANA solution. By
taking a solution-level approach, Cisco is responsible for coordinating
product support teams to resolve any issue, no matter where it resides.
* Product support from other vendors within your Cisco SAP HANA solution is required.
Contact these vendors for details and requirements.
Next Steps
Ȥ Find more details on Cisco Solution Support at cisco.com.
Ȥ Review the Cisco Solution Support for SAP HANA Service Definition
for more information about technical details and product coverage.
Ȥ Contact your local Cisco sales representative or Cisco partner with
any questions.
Ȥ If you have purchased Cisco Smart Net Total Care Service or Cisco
software services for your Cisco SAP HANA solution, consider
upgrading to Cisco Solution Support.
© 2015 Cisco and/or its affiliates. All rights reserved. Cisco and the Cisco logo are trademarks or registered trademarks of
Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/
go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner
does not imply a partnership relationship between Cisco and any other company. (1110R)
07/15