SAP Raises the Bar in Support with Enhanced, Customer-Driven Offering

February 9, 2006 by SAP News 0

SAP® Premium Support Offers Enhanced Services in Response to Customer Demand in Asia Pacific

SingaporeUnderlining its commitment to continually evolve its offerings to meet customers’ changing business demands, SAP Asia Pacific today announced it is expanding its portfolio of support services with the introduction of SAP® Premium Support. The new offering provides an additional option for SAP customers in Asia Pacific seeking heightened levels of support and individual attention, enhanced access to SAP expertise and new opportunities to drive down IT operating costs.

SAP Premium Support is based on customer and market research by SAP, revealing customers’ increasing recognition of the importance of support and preference for ever closer engagement with SAP throughout the deployment life cycle. The offering provides a new option in between SAP Standard Support, widely recognized as one of the best-value support offerings among enterprise application providers, and SAP MaxAttention™, a high-end offering tailored to match the specific needs of larger global enterprises. SAP Premium Support will ensure increased solution effectiveness and will significantly decrease time to corrective action.

Providing customers of all sizes and industries a privileged support engagement for an unmatched price/performance ratio, SAP Premium Support is designed to drive heightened customer responsiveness and help ensure continuity of service. It offers even faster issues resolution, annual IT assessments and a designated support advisor, who serves as a personal, day-to-day contact for support-related topics.

“SAP has designed its support services to deliver optimum value to its customers,” said Uwe Hommel, Senior Vice President Active Global Support, SAP AG. “SAP Premium Support completes our available support road map by empowering customers to use their existing solutions to continually improve their core business processes and fully realize their IT investment goals.”

SAP offers customers three distinct services offerings:

  • SAP Standard Support is the basic offering from SAP and covers four areas:
    continuous improvement, quality management, knowledge transfer and issues
    resolution, while offering SAP® Solution Manager and SAP Service Marketplace.
    SAP offers standard support at 17 percent of the net license fee.
  • SAP Premium Support augments SAP Standard Support with individual services
    and a designated support advisor and is offered at 22 percent of the net license
    fee. This new service supports continued and effective business operations,
    building upon SAP Standard Support by adding accelerated issues resolution,
    annual IT assessments and action plans driven by a support advisor who functions
    as the single point of contact for all support-related topics.
  • SAP MaxAttention is offered to large enterprise customers whose operations
    demand mission-critical, customized support. It includes a permanent on-site
    support team, an executive sponsor and SAP® Safeguarding, a service portfolio
    that manages the risks involved in complex implementation projects. It keeps
    costs in line and helps ensure the go live date of a robust SAP solution.

“Through the Premium Support offering, SAP will be able to provide customers of different sizes with a support program to suit their needs,” said Chew See Kee, Vice President Active Global Support Asia Pacific, SAP Asia. “SAP Premium Support will offer designated support representatives to serve the medium-size customers in Asia Pacific where appropriate. In the past, such representatives were only available to the largest of enterprise customers.”

Individual Service to Strengthen Successful Partnerships
Based on SAP’s experience in continuously improving the value of its solutions and reducing operations costs, SAP Premium Support delivers comprehensive technical and operational assessments and actionable recommendations. Under the program, the support advisor guides the customer through the implementation of recommendations and helps ensure a close relationship to SAP.

More information about SAP Premium Support can be found at http://www.sap.com/services/support/premiumsupport.epx.