Introduction
SAP support is a critical element to ensure the continuity and efficiency of business operations based on SAP solutions. Downtime in critical SAP systems can be extremely costly for businesses, directly impacting operations, productivity, and business outcomes.
In this article, we will explore the different levels of support available, from SAP’s standard services to specialized solutions from certified partners, helping you understand how to choose the best option for your business.
SAP Standard Support Services
Currently, there are several types of support contracts with SAP, categorized by the required scope and SLAs for attention. The main service types are as follows:
1. SAP Standard Support:
- This is the most basic level of support SAP offers, ideal for companies that require access to regular maintenance services and troubleshooting tools.
- Basic 24/7 support for very high-priority incidents (Priority 1).
- Access to more than 150,000 SAP notes and technical documentation.
- Bug fixes with a defined SLA (4-hour response for P1).
- Updates and upgrades, including legal and regulatory support packages.
- Self-service tools and access to the SAP Support Portal.
- Costo: típicamente 17 % del valor de licencias base.
2. SAP Enterprise Support:
This is a more comprehensive support level that includes additional tools and services for system optimization and proactive support. It includes all the benefits of Standard Support plus:
- Proactive and preventive services with Innovation Control Center.
- Root cause analysis with advanced tools like Solution Manager.
- Support for innovation and operations, including:
- Performance optimization.
- Security monitoring.
- Data management.
- Access to SAP experts with enhanced response times (2 hours for P1).
- Cloud experience center with:
- Proactive monitoring.
- Early alerts.
- System health assessments.
- Cost: typically 22% of the base license value.
3. SAP MaxAttention:
This is the highest level of support offered by SAP, focused on providing strategic consulting services and personalized support for companies facing complex challenges or large digital transformations.
- Premium personalized support with:
- Dedicated Technical Quality Manager (TQM).
- Quarterly service reviews.
- Proactive innovation planning.
- Industry-specific innovation services.
- Continuous optimization with
- Predictive problem analysis.
- Real-time performance tuning.
- Full lifecycle management.
- Access to a dedicated SAP specialist team.
- Cost: higher cost, set according to environment complexity, service scope, and specific needs.
Summary:
| Aspect |
Standard Support |
Enterprise Support |
MaxAttention |
| Basic coverage |
Yes |
Yes |
Yes |
| Reactive support |
Basic |
Advanced |
Strategic |
| Proactive support |
Limited |
Yes |
Yes |
| 24/7 support |
Only critical incidents |
Yes |
Yes |
| Fixed point of contact |
No |
No |
Yes |
| Strategic advice |
No |
Limited |
Full |
Best Practices for Effective SAP Support
There are several processes and best practices to consider in a company to ensure a successful SAP support service, whether internally managed or outsourced to a specialized company:
1. Proactive System Monitoring:
- Use advanced tools like SAP Solution Manager or external tools to monitor system performance and prevent issues before they occur.
- Set up alerts to monitor resource usage, response times, and system errors.
- Run regular database and operating system analyses.
- Implement the EarlyWatch Alert report to identify potential risks.
2. Clear Incident Management:
- Implement an ITIL-based incident management process to prioritize, resolve, and document issues efficiently.
- Classify incidents by severity levels (P1, P2, P3, etc.).
- Ensure response times per the agreed SLA.
- Document solutions in a knowledge base for future reference.
3. Keep Updates and Patches Current:
- Ensure that the SAP system is always up to date with the latest security patches and updates.
- Create a periodic maintenance calendar for updates.
- Verify compatibility with existing systems before changes.
- Test updates in a test environment before applying them in production.
4. Ensure System Security:
- Implement and monitor security policies to protect customer data.
- Configure roles and authorizations in SAP to prevent unauthorized access.
- Conduct periodic security audits.
- Keep backup and data recovery systems up to date.
- Perform semi-annual recovery tests.
- Regularly apply security updates.
- Compliance:
- Audits.
- Control documentation.
- Access and change monitoring.
- Periodic compliance reports.
5. Measure and Continuously Improve Performance:
- Implement key metrics to measure the effectiveness of technical support and seek continuous improvement.
- Measure average incident resolution time.
- Evaluate customer satisfaction through surveys.
- Identify improvement areas from metrics analysis and customer feedback.
6. Ensure 24/7 Availability for Critical Support:
- Ensure that personnel are available at all times to resolve high-priority incidents.
- Establish a shift schedule for continuous support.
- Provide remote access tools for quick interventions.
- Set up emergency protocols for critical incidents.
7. Maintain a Collaborative Relationship with the Client:
- Work as a strategic partner, understanding the client’s business objectives and aligning technical support to their needs.
- Participate in the client’s IT strategic planning.
- Provide advice on new SAP features and trends.
- Continuously look for ways to improve the customer experience.
Professional SAP Support: Novis’s Value Proposition
A comprehensive approach to SAP support.
Novis has developed a SAP support model that integrates multiple service levels, backed by over 20 years of experience in SAP solutions:
Functional and Technical Support:
- Resolution of functional incidents with specific SLAs, agreed upon based on customer needs.
- Specialized consulting in various SAP solutions, including key modules such as:
- FI-CO (Finance and Controlling).
- MM-SD (Logistics).
- HCM (Human Resources).
- PP (Production).
- PM (Maintenance).
Preventive and Proactive Support:
- 24/7 monitoring of critical systems with monitoring dashboards.
- Early alerts for system technical aspects (Monitoring).
Continuous monitoring that covers:
- Databases (growth, storage, logs, indexes).
- Memory and CPU usage.
- Dialog response times.
- Background jobs and processes.
- File system space and I/O speed.
Performance Optimization:
- Planned system maintenance.
- Trend analysis.
- Performance parameter tuning.
- Scheduled log and temporary data cleanup.
- Reorganization of critical tables.
Database Administration:
- Backups (log and full backups).
- Storage space management.
- High availability.
- Disaster Recovery (DR) and High Availability (HA) management.
- Semi-annual DR tests.
Differentiating Advantages of Novis’s SAP Support
- Unified Team with Proven Experience:
- Over 50 specialists, including:
- 15 certified BASIS consultants.
- 25 functional consultants per module.
- 10 ABAP development specialists.
- 5 cloud solution architects.
- Cloud Flexibility with Multi-Platform Experience:
- Specialized SAP support for AWS, Azure, and GCP.
- Migration and Update Support:
- Assistance with SAP RISE transition and regular updates.
- Proven Methodology with Measurable Results:
- ITIL v4-based processes:
- Incident management.
- Problem management.
- Change management.
- Knowledge management.
Beyond Standard Support: The Value of Specialized Support
Certified partners like Novis complement SAP’s direct support services with specific advantages that add additional value:
1. Personalized Attention:
- Average response time of 15 minutes for critical incidents.
- Dedicated team familiar with the client’s specific configuration.
- Local language and time zone support.
2. Business Knowledge:
- Industry-specific experience.
- Understanding of critical business processes.
- Knowledge of configurations and customizations.
3. Integrated Services:
- Coordination across different support areas:
- BASIS
- Functional
- Development
- Infrastructure
SAP Support Success Stories
Conclusion: Maximizing the Value of Your SAP Investment
Effective SAP support requires a precise combination of technical expertise, proven methodologies, and a client-focused approach with a specialized partner like Novis.
To start optimizing your SAP support with Novis, contact us today for a free evaluation of your needs and discover how we can help you maximize the value of your SAP investment.
Author: Roxana Roa, Service Manager; collaboration Andres Robert SCM/KAM Novis.
Related notes:
Chile
México
Estados Unidos
