CC Trusted advisor

Service & Support

If you have signed a contract with Premium Engagement/Active attention, you will be assigned a TQM (Technical Quality Manager). Or if you have signed up for preferred success support, I can also collaborate with you and make use of it so that you get the most optimal service plan, and I can also check whether the services offered are available for free elsewhere in the SAP organization.

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Incident Management

A large part of the customers concerns, and they often drag on for a long time.

Here I know the process around incidents and how to get them set up in the right way, so that there is the greatest possible focus on them. Who to contact if things are going too slowly in relation to the SLA and who to push.

Many projects come to a standstill while the incident is in progress and deadlines can be pushed, which can be a big cost.

Here I have helped customers who, after knowing about the incident process, can cut the waiting time of many days sometimes weeks, down to a few days or hours. Of course, still depending on the problem.

Basically, I can provide with creating the transparency between You and SAP and make sure you leverage and are aware of the many processes at SAP.

Stakeholders @ SAP

Of all the software you have at SAP, each LoB has some kind of support function, depending on the LoB.

I know what they must be able to deliver and how you can leverage it.

Together with a PM or PrM, I can also assist and provide input on how they get the best possible help for their project.

Orchestrating meetings with the various stakeholders is also something I can help with, so that there are not too many irrelevant meetings. Or too many irrelevant people are invited.

In connection with a RISE deal or S4HANA cloud journey, a larger team from SAP is also assigned, and each one has a function you can use.

When migrating from ECC to S4Hana Cloud or S4 on-premise to Cloud, a team at SAP is activated.

It is called ECS – Enterprise Cloud Services

Here, a team of different support is assigned to help the customer through the entire process-

In that process, it is important to know who from ECS controls the process and who can help you further.

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Support features

Enterprise support for On-premise systems is something that the customer pays approx. 23% for.

It gives access to a lot of support and a lot of help for self-help. It is not consultant help, but there are many experts who can come up with the right way to what to do in each situation.

If you have purchased cloud products, the cloud product you have purchased is basically part of the Enterprise Support Cloud Edition (ESCE), here I have a good knowledge of making full use of Enterprise Support.

In the past you had an assigned Enterprise support advisor, but now it is centralized, and you must look through the website yourself to see what you are entitled to. My help is beneficial here.

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Deal Support

In each contract with SAP, different support options must be considered. In connection with go live, you can look at help and support for go live. Something that often comes later and with a large invoice.

Before each contract signature, you should look at what help is available in connection with

– Implementation, Go live, and migration processes.

There may be maintenance on On Premise software that is not used, but which you contractually still pay for, and which can be difficult to get out of without a new deal.

In connection with the CPEA (Cloud Platform enterprise agreement), SAP credits are often included. And often they are not used before the end of the year.

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