SAP® PartnerEdge®Technical Support Guide:Leveraging Various Support Options

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Table of Contents

5 Introduction: Services to Accelerate Your Business

6 TieredSupportOfferingsforChannelPartnersandTheirCustomers:SAPStandard Support and SAP Enterprise Support SAP Standard Support

SAP Enterprise Support

How Your Customers Can Switch Between Support Offerings

8 Support Delivery Models: UnderstandingSAP-DeliveredSupportandVAR-DeliveredSupportSAP-Delivered Support

VAR-Delivered Support

10 SupportAuthorization:PartnerCenterofExpertiseCertificationCertifying Your Support Consultants

Support Authorization Summary

17 RemoteServices:SupportServicesAvailabletoChannelPartnersSAP Enterprise Support Services

SAP EarlyWatch Check

SAP Standard Support Services

22 UsingSAPSolutionManagertoDeliverSupportServices:High-QualityCustomerSupportSAP Solution Manager for VAR-Delivered Support

Empowering Service Portfolio for SAP Solution Manager

24 RemoteSupportPlatformforVARsResellingSAPBusinessOne:AutomatedTooltoReportonSystemStatus

25 Appendix:KeyTerminologyPeople Certificates Versus PCOE Certificate

Solution Area Versus Product

Support Authorization Versus Product Authorization

SAP-Delivered Support

VAR-Delivered Support

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At SAP, we know your organization strives to achieve the highest level of success and customer satisfaction every day. The SAP® PartnerEdge® program supports that aim with a robust set of program benefits, services, and resources focused on accelerating your business. This guide summarizes the various program elements for technical support:

• Support programs available for your midmarket customers and their related services

• Support delivery options for channel partners selling midmarket business management and business intelligence solutions

• SAP PartnerEdge program requirements for support authorization to provide either SAP Enterprise Support or SAP Standard Support services

5

Introduction

Services to Accelerate Your Business

SAP now provides two support delivery models available to partners reselling SAP Business All-in-One and SAP BusinessObjects™ solutions: VAR-delivered support and SAP-delivered support.

SAP requires value-added resellers (VARs) that have an existing support delivery practice to meet and maintain the support authorization requirements of the VAR-delivered support model. VARs that do not have the appropriate resources to deliver first- and second-level support are required to resell SAP-delivered support to their customers. VAR-delivered support requires a rigorous certification process, which helps ensure that customers receive the highest-quality support.

As part of SAP support services, SAP provides VARs for SAP Business All-in-One and SAPBusinessObjects solutions with a set of base and advanced remote services, addressing and providing help in all phases of the application lifecycle.

This technical support guide will help you understand how advanced remote services can help accelerate innovation in your customer base.

SAP provides a comprehensive service portfolio especially designed to empower you tosuccessfully set up your support infrastructure, based on the SAP Solution Manager application management solution.

In addition, SAP PartnerEdge includes a unique and special benefit for partners: access to a designated partner services adviser. The services provided by the partner services adviser are covered in the SAP PartnerEdge Program Guide.

The SAP PartnerEdge program also provides you with access to a number of special service entitlements, including technical support. You can consume these service entitlements against enablement services, which are technical in nature or focused on specific initiatives andbusiness activities.

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TieredSupportOfferingsforChannelPartnersandTheirCustomers

SAP Standard Support and SAP Enterprise Support

SAP Enterprise Support services offer a clear advantage. This is the industry-leading advanced support offering, while SAP Standard Support services are merely a basic support offering. For additional questions regarding switching or implications on pricing and maintenance fee calculations for the respective support offerings, please contact your SAP channel partner manager.

SAP StAnDArD SuPPort

SAP Standard Support is a base support model focusing on legal updates, problem resolution, and quality management. With this basic support offering, you will be able to help your customers minimize the cost and risk associated with keeping their solution up and running. However, if reducing total cost of ownership is the customer’s goal, then SAP strongly recommends SAP Enterprise Support.

SAP EntErPrISE SuPPort

SAP Enterprise Support is the industry-leading advanced support offering that focuses on business continuity, business process improvement, and investment protection. It helps you as a channel partner provide long-lasting, comprehensive solution operations for your customers’ IT landscapes, which may include vertical and horizontal IT assets. SAP Enterprise Support is the superior support option, with comprehensive service elements such as service-level agreements (SLAs) as well as performance and optimization services.

With this choice, you receive on-demand access to SAP experts to help you reduce your customers’ total cost of operations by increasing efficiencies, decreasing system downtime, and keeping your qualified partner solution running optimally. You can leverage innovation and expert knowledge to support your customers as they upgrade to the latest enhancement package. Clear deliverables for high-quality support also include:

• SLA and partner support advisory • Collaboration platform that supports business strategy and innovation • Ability to upgrade without disruption • Operational standards across the company to reduce total cost of operations • Extended maintenance for selected releases

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TieredSupportOfferingsforChannelPartnersandTheirCustomers

SAP highly recommends that partners offer SAP Enterprise Support for the highest level of customer satisfaction. To help you make your decision on which type of support to offer, you will find all necessary information at channel.sap.com. Please open the section SAP Business All-in-One and select Support Offerings: Overview, or open the section SAP BusinessObjects and select Support Offerings: Overview.

HOwYOURCUSTOMERSCAnSwiTCHBETwEEnSUPPORTOffERingS

SAP support offerings provide freedom of choice and flexibility so that you can offer your customers the best support to fit their business needs, whether they choose the basic SAP Standard Support or SAP Enterprise Support, which provides a higher and better level of support. We give your customers the following options for switching between service levels:

• On a yearly basis, your customers on SAP Enterprise Support can choose to switch to SAP Standard Support. If one of your SAP BusinessObjects solutions customers decides to switch to SAP Standard Support, we require that you provide notification to SAP 90 days prior to the anniversary of your customer’s maintenance date. If one of your SAP Business All-in-One solutions customers decides to switch to SAP Standard Support, we require adhering to the applicable notification to SAP prior to the end of the year.

• On a monthly basis, your customers on SAP Standard Support for SAP Business All-in-One and SAP BusinessObjects solutions can choose to switch to SAP Enterprise Support. We require you to notify SAP of your customer’s choice to switch to SAP Enterprise Support.

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Support Delivery Models

Understanding SAP-Delivered Support and VAR-Delivered Support

When it comes to providing support, SAP is offering partners and their small and midsize enterprise (SME) customers a choice so they can find the best fit for their unique business needs. As a channel partner in SAP PartnerEdge, you may choose to deliver support to your customers through your own resources or offer them support services provided directly by SAP; either way, it’s important to understand what’s required to provide quality and consistent services to your customers. Once your organization determines a support delivery model, understanding how each support option operates is essential to meet the needs of each customer. Partners can choose from two support delivery models.

SAP-DElIvErED SuPPort

New partners that focus on SAP Business All-in-One or SAP BusinessObjects solutions, and that may have limited experience and investment in delivering support, can opt to sell SAP-delivered support. Choosing this delivery model will allow new partners to focus on developing core selling competencies while still helping to ensure high customer satisfaction.

SAP-delivered support is also a viable option for channel partners that may be focused on license sales, implementations, and transactions. Whatever your business model, end customers will always receive the highest-quality support, which under this delivery model will come directly from SAP. Establishing a dedicated support delivery engagement will require no effort on your part.

This option provides you with a smooth, phased-in approach to achieve support readiness. You can take your time getting ready if you choose to build your support competencies. Compensation may be included for partners that resell this support offering to their customers.

SAP-delivered support will be required if your organization attempts to provide VAR-delivered support but does not achieve the support and product authorization requirements dictated by SAP PartnerEdge, including certification from the partner center of expertise (or recertification in the case of existing partners). This applies to partners offering SAP Business All-in-One and SAP BusinessObjects solutions. The requirements for support authorization are described further in the section “Support Authorization.”

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Support Delivery Models

Irrespective of the support delivery model, your customer can choose between support offerings (see page 17), but SAP recommends SAP Enterprise Support as the high-value support offering for your customers to cover their complete SAP software solution and its entire lifecycle. For detailed information regarding the new maintenance pricing rules for SAP-delivered support, please see the SAP Price List and your SAP PartnerEdge region-specific program information on maintenance.

vAr-DElIvErED SuPPort

VAR-delivered support is an option for channel partner organizations that have a business model and resources that are appropriate to deliver support directly to SME end customers. The support authorization, which is a requirement for all channel partner organizations that choose to deliver support, helps ensure that all SAP customers receive the same high-quality support regardless of the channel through which they receive support services.

In the following pages you will find important information on support authorization and the services portfolio and tools necessary to provide VAR-delivered support to your SME customers. Your first step is to achieve support authorization.

If you are interested in providing VAR-delivered support, please refer to the “Support Authorization” section of this guide, which gives details on what you need to achieve support authorization by obtaining the partner center of expertise certification.

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For partners that want to deliver support via their own organization, SAP now requires passing a stringent support authorization process. This support authorization is designed to help SAP channel partners perform the function of a trusted adviser with a reliable level of quality and the capabilities needed to provide support excellence for SAP software solutions tailored for the SME market.

The partner center of expertise (PCOE) certification will be a key differentiator in the marketplace and will allow SAP channel partners to promote their organization as “certified by SAP,” providing a highly marketable asset to their company.

This support authorization will become a mandatory prerequisite for channel partners that want to provide VAR-delivered support to end customers, regardless of which support offering is sold to the end customer (SAP Enterprise Support or SAP Standard Support).

SAP provides you with a comprehensive service portfolio to help you fulfill the requirements of the PCOE certification in these initial steps:(1) Certify your support consultants(2) Leverage SAP Solution Manager to deliver support services(3) Become certified as a partner center of expertise

Recertification is required every two years.

These steps, shown in the figure on page 13, will empower you not only to successfully set up your support infrastructure but also to establish high-quality service and support operations in your organization.

CERTifYingYOURSUPPORTCOnSUlTAnTS

SAP offers a comprehensive education program to help your service and support employees become proficient in using SAP Solution Manager to provide the most efficient support service to your customers. This blended learning approach combines free e-learning for self-study and remote enablement sessions delivered by a dedicated SAP partner services adviser.

All support consultants are required to pass the support consultant certification, in addition to completing an assessment to prove their technical knowledge of the relevant products.In preparation for the audit as a partner center of expertise, a minimum of two certified support consultants per solution area is required (examples of solution areas are SAP Business All-in-One and SAP BusinessObjects solutions).

Partners covering more than one solution area must have two certified support consultants for each solution area in order to fulfill the minimum program requirements. For partners with more than 100 customers, SAP recommends one additional support consultant for every 25 additional customers.

Partner Center of Expertise Certification

SupportAuthorization

SAP offers you a comprehensive education program to qualify your ser-vice and support employees to han-dle support tasks efficiently by using SAP’s IT collabora-tion platform.

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SupportAuthorization

* Examples of solution areas are SAP Business All-in-One solutions and SAP BusinessObjects solutions.

** The additional consultant may be allocated to whichever solution area is deemed appropriate by the partner.

MandatoryDeadlineofJune30,2012,forSupportReadiness

Existing partners providing VAR-delivered support have until June 30, 2012, to complete their support authorization to receive their partner center of expertise certification. Steps include the following:

• Provide us with your choice on your support delivery model going forward by August 16, 2011 • If you opt for VAR-delivered support, ensure that you are prepared to pass the certification

audit no later than June 30, 2012, to remain eligible for this support delivery model • Ensure that you meet the two deadlines to secure a slot for your PCOE audit in time by doing

both of the following: – Provide us with your choice by August 16, 2011 – Pass the checklist assessment by December 31, 2011

For process details, see the SAP Support Portal destination (service.sap.com/var-partner).

Partners that do not achieve the PCOE certification, a requirement for support authorization, by June 30, 2012, will no longer be allowed to market and sell VAR-delivered support and must sell SAP-delivered support to any new and installed-base customers going forward. In this situation, the partner’s installed-base contracts will then also be priced with the applicable SAP-delivered support pricing and maintenance base calculations.

SupportConsultantspernumberofCustomers

1 Solution Area* 2SolutionAreas n Solution Areas

Number of Customers

Total number of certified support consultants required

<125 customers 2 2x2 n x 2

125 customers 2+1 (2x2) + 1 (n x 2) + 1

150 customers 2+2 (2x2) + 2 (n x 2) + 2

175 customers 2+3 (2x2) + 3 (n x 2) + 3

> 175 customers One additional consultant for every 25 additional customers**

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SupportAuthorization

Support consultants for SAP Business All-in-One solutions can additionally acquire the support certification for SAP BusinessObjects solutions to act as support consultants in both areas (and vice versa). We make it possible for you to expand your skill set and enter additional market segments with solution-specific product authorizations. These can be achieved without having to join additional SAP programs or pay additional program fees. In short, if you have only a few sales individuals, they each can take the required training and qualification or certification to be authorized on as many SAP solutions as your company can successfully manage to promote, sell, implement, and support.

firstStep–getYourPeopleCertifiedSAP has introduced a dedicated e-learning curriculum designed to empower you with the right skills that align directly to your key responsibilities for successful support delivery. This curriculum is divided into the three key support consultant functions:

• System administrator • Message processor • Support coordinator

The system administrator is responsible for the setup of SAP Solution Manager, while the message processor focuses on incident management and mission-critical support. In addition, SAP recommends qualifying a support coordinator, who plans and coordinates all support-related activities.

The learning scope for support consultants for SAP Business All-In-One solutions includes: • E-learning sessions for the system administrator, which correlates to a level 1 qualified

support consultant (two days) • Training for the message processor that takes one additional week plus time for passing the

certification exam; this correlates to a level 2 certified support consultant • Training for the support coordinator, which takes approximately 10 hours

For all three roles, further on-the-job enablement sessions are available. The e-learning sessions are free of charge, but there is a fee for the certification exam. A prerequisite to becoming a certified support consultant is qualification as a solution consultant.

The support consultant for SAP BusinessObjects solutions must first be trained in one of the three product areas, as a prerequisite to mandatory message processor certification:

• Business intelligence (BI) specialization – SAP BusinessObjects Edge Business Intelligence software (1 day) – BI specialization (6 days) – BI root cause analysis training (0.5 days)

• Information management specialization (1.5 days) • Enterprise performance management specialization (2 days)

Finally, every support consultant must take the training necessary to attain the skills of a message processor (2 days), and each organization must have at least two certified support consultants. Other recommended roles for support centers are system administrator (1.5 days of training) and support coordinator (1.5 days of training).

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SupportAuthorization

You will find a precise description on how to get started at channel.sap.com. Open the Education section, select your specific SAP solution area, and access the role-based training for a support consultant. Information about related Web assessments prior to actual certification plus a role description are also available. For registrations for certification, please refer to www.pearsonvue.com/sap.

Support staff should have SAP-certified application associate or SAP-certified application professional status with SAP Business All-in-One or SAP BusinessObjects solutions, according to SAP PartnerEdge program requirements for product authorization.

TakePartinOn-the-JobEnablementSessionsThe on-the-job enablement sessions have been created specifically so that you can have trained support consultants who can handle support tasks effectively and efficiently. The advantage of on-the-job enablement is that there is no significant investment of time or money. Your employees can quickly become trained on support-related topics without expensive classroom sessions. The enablement sessions are delivered remotely by an SAP partner services adviser. You can book the session based on your previous knowledge. Please book the different enablement sessions directly under the link https://psd.sap-ag.de/PEC/calendar, or contact your partner services adviser directly.

On-the-JobEnablementProgramforSAPEnterpriseSupportThese sessions enable your support consultants to systematically establish a successful SAP Enterprise Support engagement with your customer base and to continuously deliver SAP Enterprise Support to your customers by giving them in-depth process and infrastructure know-how plus comprehensive insights into mission-critical support and its delivery prerequisites.

CERTifiCATiOnSTEPS

SAPPartnerEdge:Ongoing program requirementsSAP®PartnerEdge®:Minimum program requirements

Product authorization (authorized to sell SAP-delivered support)

Support authorization (authorized to deliver support)

People enablement (Role: support consultant)

1

Support infrastructure setup

2

Partnercenterofexpertise(PCOE) at SME VAR for mission-critical support

CERTifiCATiOn

PCOE certification

3 Recertification (every two years)

4

Month 1–3 Month 4–6 Month 7–9 Month 24 . . .

figure: Steps to Achieve Support Authorization

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SupportAuthorization

On-the-JobEnablementProgramforSAPSolutionManagerThese sessions have been created specifically for support consultants, guiding them from a first introduction to SAP Solution Manager to detailed technical knowledge of service desk functionalities that are required to support your customers’ solutions. Apart from dealing with the infrastructure aspects, the enablement program covers topics on message solving as well.

gettingCertifiedasaPartnerCenterofExpertiseThe partner center of expertise (PCOE) or support center is the organization within your company that is responsible for service and support delivery of your SME customer’s SAP-centric solution. The PCOE is in charge of solving customer service requests and aligns business and IT to drive customer satisfaction and the value of your service and support delivery.

With the new PCOE certification program, SAP wants to help ensure that your support organization runs smoothly and can efficiently meet the needs of your small and midsize customers.

A support infrastructure that permits full 24x7 availability must be established. Other focus points are facilities for problem reporting, monitoring, and maintenance management. For details see page 22, “SAP Solution Manager for VAR-Delivered Support.”

The PCOE certification validates that defined procedures, guidelines, and templates for support operations are available and that the qualifications of core and secondary support staff are up-to-date. Your support team should be familiar with general support operations and services of the SAP Active Global Support organization. Our joint effort is designed to help you deliver high-quality support to your customers.

SecondStep–SupportinfrastructureSetupTo understand the related details, please refer to the section “Using SAP Solution Manager to Deliver Support Services” (page 22).

ThirdStep–PrepareforCertificationTo prepare for PCOE certification, consider the following.

CompletetheCertificationChecklistSubsequent to the prerequisites described in the sections “Certifying Your Support Consultants” (page 10) and “Using SAP Solution Manager to Deliver Support Services” (page 22), the channel partner must complete a checklist with detailed questions regarding its support organization. Take advantage of assistance from your partner services adviser, who can provide you with valuable guidance on your path to support excellence. Your SAP auditor, who is contacted via your partner services adviser, verifies that all required criteria in the certification checklist are adequately covered by the channel partner.

Set up a plan to pass the checklist assessment by December 31, 2011, and thereby secure a slot for a PCOE audit before June 30, 2012.

The certification code for support consul-tants for the SAP® BusinessAll-in-Onesolutions is C_PXSUP_90.

The certification code for support consultants for SAP® Businessobjects™ solutions is C_BOSUP_09.

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SupportAuthorization

PasstheCertificationAuditIf the channel partner fulfills the necessary functions, an audit will be scheduled. The free audit is performed remotely within one workday. During the audit, the SAP auditor discusses and verifies the answers in the checklist together with the partner. The certification audit requires that your support team demonstrates proficiency in the following core areas:

• Support infrastructure – in particular, SAP Solution Manager • Support processes – for example, incident management and escalation management • Marketing – for example, information management and customer orientation • Quality assurance – for example, issue monitoring and service planning

Before the audit itself, the auditor will have an interview with one of your customers to evaluate how satisfied the customer is with your support services on SAP solutions. This interview will provide the auditor with insight into your customer orientation and service quality. After the audit, the auditor provides a detailed service report that gives the partner recommendations for improvement. You can further learn how to establish a successful end-to-end support engagement model as well as a strong partnership with SAP.

whenaVARAddsaSecond Solution Area

Should a value-added reseller (VAR) decide to add an additional solution area by achieving the corresponding product authorization requirements for this solution area (SAP® Business All-in-One or SAP BusinessObjects™ solutions), SAP expects the partner to comply with the support consultant certification requirements for the newly chosen solution area. This will have no immediate impact on the achieved partner center of expertise certification status. Upon the next recertification, two support consultants of the newly added solution area must be certified along with those consultants who are now recertified for the original solution.

ExpansionwithintheAreaofSAP®Businessobjects™ Solutions

If a partner has acquired the appropriate certification for the product it has sold in the past and starts expanding its business to a second SAP® BusinessObjects™ solution, then SAP expects this partner to comply with the people certification for the newly added product. SAP aims to ensure that the partner’s support organization will run smoothly, and therefore wants the best start for your partner center of expertise (PCOE). This will have no immediate impact on the achieved PCOE certification status. But with upcoming recertification, the gap must be closed. Please see the paragraph above.

Please note: Initial certification is valid for two years. Recertification is required every two years. If the prerequisites are still met, this recertification has a reduced scope.

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SupportAuthorization

SuPPort AuthorIzAtIon SuMMArY

All channel partners that want to provide VAR-delivered support must achieve support authorization. SAP expects all indirect channel partners to achieve support authorization in order to provide VAR-delivered support. Further, support should be delivered with a high level of quality. There shall be no exceptions to this expectation. However, please note that SAP-delivered support is available to help new and existing partners that are not ready to pass the new support certification or do not want to make this investment and commitment to being a support delivery organization.

SAP-delivered support will allow channel partners in the SAP PartnerEdge program that focus on SAP Business All-in-One and SAP BusinessObjects solutions to concentrate on core competencies while ensuring high customer satisfaction. Customers get the benefit of receiving quality support, directly from SAP, without the investment for channel partners to get support infrastructure and necessary personnel in place.

SAP is aware of the effort necessary to achieve this level of VAR-delivered service and support quality and, in the case of SAP channel partners exclusively working with SAP BusinessObjects solutions, in a completely new world. Therefore, SAP-delivered support is a viable alternative. If a partner does not achieve the required partner center of expertise certificate or, respectively, the recertification, SAP-delivered support will become the support model for all deals.

If you have hired certified support consultants, it is possible to leverage the people certification. Your customers will still have the choice between two support offerings: SAP Standard Support and SAP Enterprise Support. The decision on the support offering is valid for the full system landscape.

To give you a short review: • Certification of your support consultants is obtained for each solution area. • Full support authorization, including the partner center of expertise certificate, can be

obtained in three steps. • PCOE recertification is required every two years.

A dedicated partner guide on how to set up a PCOE can be found in the SAP Support Portal (quick link: /var-partner). It will assist you in planning your activities and thoroughly preparing for the audit.

There are a maximum of two audits per year; this includes one audit retry within six months. Failure in the recertification will lead to the status “not compliant with program requirements.” A partner with such a status will not receive support authorization. As a consequence, the support delivery model for this partner will be switched to SAP-delivered support. Please be aware that if you fail to achieve support authorization or fail to be recertified, you will also be billed at the SAP-delivered support rate for all installed maintenance agreements

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RemoteServices

Support Services Available to Channel Partners

SAPEnTERPRiSESUPPORTSERViCES

A key aspect of customer satisfaction is to help ensure that any special event in the application lifecycle of the indirect customer is managed smoothly and that any issues are quickly resolved. To that end, SAP provides partners that resell SAP Business All-in-One and SAP BusinessObjects solutions and their customers with a set of base and advanced remote services, which combine both ongoing quality measures and technical quality checks.

OngoingQualityMeasuresDeliveredtoChannelPartnersFor partners that resell and support SAP Business All-in-One or SAP BusinessObjects solutions, SAP offers advanced support services for enhancement packages, which will help accelerate innovation in your customer base. The ongoing quality measures included in these services consist of:

• Accelerated innovation enablement • Expert-guided implementation services • Custom-code maintainability check • Modification justification check

You benefit from business standardization services as well as direct access to remote advice delivered by an SAP solution architect.

fasterinnovationEnablementandExpert-guidedimplementationServicesSAP provides channel partners that resell and support SAP Business All-in-One or SAP BusinessObjects solutions with up to five calendar days of remote support per year by SAP solution architects. The remote support helps you to evaluate innovation functionality in the latest SAP enhancement package and how it can be deployed for the business processes requirements of your qualified partner solution template. This remote support offering can be consumed either with individual remote support by a solution architect or by booking expert-guided implementation sessions, or a combination of both. Expert-guided implementation balances a combination of training, practical experience, and execution plus expertise on demand. Its focus is to enable the partner to execute complex activities with the help of SAP experts – for example, setting up the VAR service desk for SAP Solution Manager. For more detailed information, please see the section “Empowering Service Portfolio for SAP Solution Manager” (page 22).

EnhancementsofSAPEnterpriseSupportTo maintain a maximum degree of standardization for best possible end-to-end support, SAP offers you services to help identify optimization potential. Channel partners that resell and support SAP Business All-in-One and SAP BusinessObjects solutions are entitled to receive up to two deliveries of the following services group per qualified partner solution template (or partner’s customer solution) per calendar year:

• Modification justification check • Custom-code maintainability check

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RemoteServices

The objective of the modification justification check (MJC) is to provide expert advice on how to avoid SAP source code modifications whenever possible by using SAP standard functionality or by taking advantage of the enhancement framework from SAP. During a modification justification check, you can leverage standardization capabilities by implementing business functions in the SAP standard functional scope to avoid unnecessary modifications in the partner template.

The custom-code maintainability check (CCMC) makes all custom code and modified objects visible in the analyzed system, as well as in the current implementation project. It answers the question “How modified will the system be?” and defines technical key performance indicators (KPIs) to measure this. CCMC or MJC checks are usually delivered to partners exclusively. Alternatively, partners may choose the technical quality check (TQC) for the implementation service or the SAP EarlyWatch® Check service instead of CCMC or MJC. These services may also be forwarded to indirect channel customers based on the entitlement granted to partners. Then the services can be requested by VARs only (by creating an incident using component SV-BO-REQ).

TechnicalQualityChecksforChannelPartnerCustomersIndirect channel customers are entitled to specific technical quality checks. These checks may include base or advanced requirements that are designed to help ensure quality as well as safeguard optimal performance of the customer’s solution. These services help manage technical risks and ensure optimal performance, availability, and maintainability of SAP software. Under SAP PartnerEdge, SAP lets your customers choose one of the following base remote services per productive SAP core solution (such as an SAP Business All-in-One solution or a core application from SAP Business Suite software) per calendar year:1

• SAP EarlyWatch Alert service –“heartbeat” monitor by partner • TQC for implementation – for a single production system of an SAP core solution of the

indirect customer • SAP GoingLive Check service – for an upgrade to a higher release • SAP OS/DB Migration Check service – for a migration

Furthermore, you could request the SAP EarlyWatch Check service free of charge as a follow-up to a vital alert generated by the SAP EarlyWatch Alert service (after the alert is analyzed and verified by SAP).

For critical situations that occur while going live or during an upgrade or migration, SAP provides the advanced technical quality checks free of charge as a follow-up to the production-down or critical going-live activity required to handle still-existing top issues or to further de-escalate a critical situation at the indirect customer’s site. The specific check performed will be based on SAP analysis and may include one or more service sessions that target the following:

• TQC business process analysis and monitoring • TQC downtime assessment • TQC enhancement package installation check • TQC going-live support • TQC integration validation • TQC planning

FOOTNOTES

1. Included under certain con-ditions within the scope of the maintenance agreement be-tween SAP and channel part-ners, such as a request sent to the SAP customer service sys-tem (SV-BO-REQ component), and a partner-owned or subcon-tracted project consultant (that is, a certified SAP NetWeaver® technology platform consultant [basis]).2. Ibid.

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RemoteServices

• TQC solution transition assessment • TQC transport execution analysis • TQC business process performance optimization • TQC data volume management • TQC security optimization • TQC technical performance optimization database • TQC upgrade assessment

Partners’ customers that operate a system landscape consisting only of SAP BusinessObjects solutions can currently choose one of the following advanced remote services per productive SAP BusinessObjects solution per calendar year:2

• SAP EarlyWatch Alert – “heartbeat” monitor by partner • TQC for implementation – for a single production system of the indirect customer • SAP EarlyWatch Check – as a follow-up to critical SAP EarlyWatch Alert

To help ensure a successful outcome, SAP requires that a partner’s customer agrees to share the following data (in addition to the content specified by the services questionnaire):

• Project scope and rollout plans • Installed hardware and software • Best practices and scenarios supported by SAP • Extension and associated scenario • End-user volume

The remote services will generate a report. Depending on findings in all areas of the analysis, an overall report rating is assigned. This report rating indicates the technical risk associated with the solution (software by itself or software in combination with extensions) as analyzed. If severe risks are identified during the service, the overall rating will be “red.” If issues have been identified during the service, SAP will provide you with recommendations for resolving these issues in the report or via the partner support advisory.

Please note: Technical quality checks must be scheduled two months before going live and are delivered by SAP to the partner’s customer remotely or automatically after activation. SAP may modify such services at its own discretion.

SAPEarlywatchAlertSAP EarlyWatch Alert is a service that regularly provides channel partners and indirect customers with information about the performance of indirect customers’ SAP Business All-in-One solutions and SAP BusinessObjects solutions. The service can help identify system bottlenecks and prevent system issues. By running and monitoring SAP EarlyWatch Alert, you can increase system stability and performance for your customers’ entire solution landscape.

SAP EarlyWatch Alert is fully integrated with your SAP Solution Manager application manage-ment solution. To help ensure a successful outcome, SAP recommends that you activate SAP EarlyWatch Alert for each productive indirect customer system in SAP Solution Manager. The service collects performance data in each productive indirect customer system and sends it to your centralized SAP Solution Manager for evaluation. Afterward, SAP Solution Manager

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RemoteServices

generates a report from the transferred system data. To leverage the full blend of benefits, you should check the automatically generated SAP EarlyWatch Alert reports in SAP Solution Manager on a regular basis – at a minimum, four times a year.

Detailed information on how you can activate SAP EarlyWatch Alert for each productive indirect customer system in SAP Solution Manager is available on the SAP Support Portal destination under www.service.sap.com/var-partner.

SAPEARlYwATCHCHECK

In case of a vital alert generated from SAP EarlyWatch Alert, SAP offers channel partners’ customers with SAP Enterprise Support a dedicated SAP EarlyWatch Check for their SAP Business All-in-One or SAP BusinessObjects solutions free of charge. This service points out recommendations for improving system performance and reliability by analyzing the entire SAP solution. SAP EarlyWatch Check will be delivered for free and is only applicable as a follow-up to vital (“red light”) alerts that are reported by SAP EarlyWatch Alert and confirmed by SAP.

DescriptionsofBaseandAdvancedRemoteServices

See the Service Portfolio section on the SAP® Channel Partner Portal site under SAP Business Management Solutions > SAP Business All-in-One > Support > Support Snapshot.

For SAP BusinessObjects™ solutions, see the section under SAP BusinessObjects Solutions > Edge Series > Support > Support Snapshot.

SchedulingSpecifics To book ongoing quality measures or advanced technical quality checks, contact the support advisory center (see SAP® Note 1162164 in the SAP Notes tool) or open a message on component SV-ES-SAC.

To book base technical quality checks, contact the customer interaction center (see SAP Note 560499) or open a message on component SV-BO-REQ.

To learn more about booking remote service, please access this document.

For a dedicated enablement session as part of the on-the-job enablement, please contact your partner services adviser.

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RemoteServices

SAPSTAnDARDSUPPORTSERViCES

SAP Standard Support is a basic offering for reliable response to technical disruptions and for maintaining SAP software system health and integrity. SAP Standard Support keeps your customers’ systems running. It offers reactive support, response to incidents, and sustained system integrity. With this basic support offering, you will be able to help your customers minimize the cost and risk associated with keeping their solution up and running.

The portfolio comprises 24x7 access to SAP via xSearch. With xSearch you can scan multiple repositories at the same time (SAP Notes service, more than 200 SAP Developer Network [SDN] community forums, SDN blogs, SDN Wiki, SAP documentation, glossary, and ABAP® programming language reference book) for break and fix resolution in case of technical disruptions. Technical and functional updates via the SAP Service Marketplace extranet support customer-enabled business process optimization. For sustained system integrity, the following services are included:

• SAP EarlyWatch Alert service – “heartbeat” monitor by partner • SAP GoingLive Check • SAP OS/DB Migration Check

BaseSupport:MaintenanceandDeploymentUsing the SAP Solution Manager, the following lifecycle functionality is available, depending on different scenarios such as the following:

• Scenario 1: SAP Solution Manager is used at channel partner’s customer3

• Scenario 2: Channel partner’s customer uses service desk functionality of partner’s SAP Solution Manager

• Scenario 3: Channel partner’s customer uses remote support component – relevant for channel partners that resell only SAP BusinessObjects solutions

Within SAP Standard Support, only a functional baseline of SAP Solution Manager is available. Usage rights for VARs include:

• Well-defined basic coverage as a protection of investment • Continuous improvement • Use for SAP components

The usage rights for SAP Solution Manager clearly depend on the support offering chosen by the channel customer. For further information, please see your SAP PartnerEdge Channel Agreement, exhibit 4.2.

To learn more about SAP Standard Support, please visit the SAP Support Portal destination, where you will find additional assets and a scope description that provides more extensive details on this offering. More detailed information on the different service portfolios can be found on the SAP Channel Partner Portal site under SAP Business Management Solutions > SAP Business All-in-One > Support > Support Infrastructure or under SAP BusinessObjects Solutions in the same portal. Information on the different empowering services can be found on the SAP Support Portal

FOOTNOTE

3. In case of VAR-delivered support connected to partner’s SAP Solution Manager.

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UsingSAPSolutionManagertoDeliverSupportServices

High-Quality Customer Support

SAPSOlUTiOnMAnAgERfORVAR-DElIvErED SuPPort

If you decide on this delivery model, you are your customers’ first and only point of contact for the SAP-based solution.

To deliver first-rate support to your customers, you must have access to the SAP service infrastructure (global support backbone) and simultaneously have transparency with customers’ solutions as well as secure remote access to your end customers’ systems.

SAP Solution Manager is the tool for you to deliver high-quality support to your customers and to fulfill the daily tasks efficiently. This cutting-edge IT management application allows you to manage, support, and continuously optimize your customers’ landscapes and appli-cations, including all operations processes along the entire application lifecycle. Like a knowledge repository that persists as the “single source of the truth” for a customer, SAP Solution Manager covers the functions required to store, retrieve, manage, and analyze information.

Via SAP Solution Manager, you and the SAP support organization have remote access to your customer systems. Additional key activities include incident and maintenance management, leveraging the service desk of SAP Solution Manager, and access to SAP Notes.

Go to channel.sap.com and choose SAP Business Management Solutions > SAP Business All-in-One > Support > Delivery Model: VAR and click Support Infrastructure to get more information. Or choose SAP BusinessObjects Solutions > Edge Series > Support > Delivery Model: VAR and click Support Infrastructure to get more information.

EMPOwERingSERViCEPORTfOliOfORSAPSOlUTiOnMAnAgER

SAP provides a comprehensive service portfolio to support you in meeting the technical requirements to deliver first-rate support to your customers.

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UsingSAPSolutionManagertoDeliverSupportServices

You can leverage the expert-guided implementation session, which empowers you to use a very efficient and highly interactive “look and learn” feature plus a “do-it-yourself” session to successfully set up a VAR service desk for SAP Solution Manager. During this session, an SAP service engineer will guide you through the implementation of the service desk step-by-step while you directly execute the activities in your own SAP Solution Manager.

After the successful implementation of the service desk functionality, you can book a free SAP GoingLive Check for the VAR service desk, which helps ensure a smooth start for production and technical operations of your SAP Solution Manager. This session proactively provides recommendations that help ensure support network integration and optimal performance of the core processes to keep your SAP Solution Manager running smoothly.

To get started, you can leverage the dedicated SAP Solution Manager setup road map and plan implementation accordingly. Please use the links specified above for details. You will find comprehensive setup documents including various how-to guides on SAP Support Portal (service.sap.com/var-partner). Information is grouped according to business function, as shown in the table above.

Path Businessfunctions

Application Lifecycle Management > SAP Solution Manager and Tools > SAP Solution Manager for Partners > Information for Service Provider > Setup Documents

• Administrator • Key user • Processor

Application Lifecycle Management > SAP Solution Manager and Tools > SAP Solution Manager for Partners > Information for Service Provider > VAR Solution Manager Setup > Special VAR Setup Documents

• Administrator • Configuration • Installation • Processor

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RemoteSupportPlatformforVARsResellingSAPBusinessOne

Automated Tool to Report on System Status

The remote support platform for the SAP Business One application is an automated tool that delivers regular updates on the status of an indirect customer’s system. As a proactive tool, the remote support platform can help identify system bottlenecks and prevent system issues. Moreover, SAP is able to deliver solutions for detected issues using the above-mentioned functionality.

To help ensure smooth implementation and usage of the remote support platform for SAP Business One, SAP requires that your indirect customers agree to share the following data:

• Installed hardware and software • Business configuration and business scenarios • Installed add-ons for SAP Business One and related information • Volume data of processed scenarios • Additional data required for fast analysis and issue resolution

For SAP Business One, SAP strongly recommends installing and activating the remote support platform for each productive indirect customer system. The resulting report will be automatically sent to the selected e-mail addresses. In addition, you will receive several services allowing you to manage the SAP Business One application more easily.

Additional information resources are available in the e-learning curriculum for support consultant certification on SAP Business One. For a dedicated service session, please check with your partner services adviser.

There are two partner prerequisites: • You must ensure that the indirect customer has an Internet-enabled data connection in place,

which allows communication between the indirect customer’s software installation and SAP for all support services.

• You must ensure that the remote support platform for SAP Business One is used at least monthly at the indirect customer’s software installation

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Appendix

Key Terminology

PEOPlECERTifiCATESVERSUSPCOECERTifiCATE

The difference between an individual’s certification and the partner center of expertise certification is that the PCOE covers the entire organization and not just one or more certified individuals. To receive the PCOE certification, your organization must go through a process that includes having a minimum of two certified support consultants per solution area, among other prerequisites as described in this guide. The support consultants must acquire certification by working through the relevant e-learning curriculum and successfully passing the appropriate exam:

• For SAP® Business All-in-One solutions: certification code C_PXSUP_90 • For SAP BusinessObjects™ solutions: certification code C_BOSUP_09

SOlUTiOnAREAVERSUSPRODUCT

For business management solutions, the solution area comprises SAP Business All-in-One solutions. The solution area for SAP BusinessObjects solutions includes different products such as SAP BusinessObjects business intelligence solutions, the SAP BusinessObjects Edge Planning and Consolidation application, the SAP BusinessObjects Edge Strategy Management application, or SAP Crystal Reports® software.

SUPPORTAUTHORizATiOnVERSUSPRODUCTAUTHORizATiOn

Meeting the requirements for product authorization results in the channel partner gaining permission to resell SAP software licenses and implement them accordingly. Support authorization addresses all the requirements to establish the key competencies to deliver support for these products (VAR-delivered support). For support authorization a partner needs:

• People who are certified as support consultants (number depends on the number of customers as described above). This refers to certification code C_PXSUP_90 or C_BOSUP_09.

• Support infrastructure setup – that is, the SAP Solution Manager application management solution

• An organization that is certified as a partner center of expertise

SAP-DElIvErED SuPPort

An SAP channel partner may choose to focus solely on software sales and implementation of SAP software. To give end customers a comprehensive package including maintenance, the VAR is entitled to sell SAP-delivered support as part of its overall business model. This may also be the consequence of failing the PCOE certification audit or recertification.

vAr-DElIvErED SuPPort

This support delivery model implies that the channel partner, in its role as the VAR, is the primary support provider to its end customer. This means the channel partner will be providing first- and second-level support (after being support authorized) while SAP delivers third-level support.

channel.sap.com

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