SAP HANA Enterprise edition - Standard and Enterprise Support and Maintenance PlanSAP Enterprise Support (ES) and Service Sessions (SS) are intended to
support today's highly integrated environments and complex technological
frameworks. SAP Technical Support is designed to meet the changing
dynamics outlined in the preceding section - especially for
SAP Enterprise Support can incorporate all
aspects of an enterprise environment, including SAP applications,
customer-specific code, and partner solutions.
This plan truly offers customers the
ultimate in service levels as well as a focus on continuous improvement
in order to get the most from your investment. In addition to all of the
deliverables in the SAP Standard Support Plan (unlimited technical
telephone support, access to new software version releases and
maintenance updates), the SAP Enterprise Support Plan provides the
highest priority response times (P1 less than 1 hour), priority access
to the Enterprise Technical Team and proactive services such as account
management and regular review meetings. Due to the robust nature of this
offering, it is no wonder this is our most popular support plan.
Enterprise Support develops and expands selected SAP capabilities to
provide greater support flexibility and protect mission-critical
processes for both large and midsize enterprises.
Support includes features, tools, and processes that apply throughout
the life cycle of a customer's SAP environment. From design and build
through implementation, operations, and ongoing upgrades, SAP Enterprise
Support can support SAP customers at every phase of their SAP life
SAP Enterprise Support provides tools and capabilities for
a change management process that can be applied from scoping to
deployment. By utilizing one process throughout the life cycle, SAP
Enterprise Support can help customers maintain consistent levels of
support for change and quality management while potentially reducing the
risk of production downtime.
SAP Enterprise Support also
features processes and utilities to provide custom component management
throughout the support life cycle - including operations, application
management, maintenance, integration testing, and technical upgrades.
SAP Enterprise Support includes tools that will allow customers to
manage custom programs and reports throughout upgrades and enhancements.
In addition, SAP Enterprise Support custom component management can
assist customers by providing guidance and documentation regarding
potential conflicts during upgrades and enhancements for the entire
enterprise IT ecosystem.
By focusing on support throughout the IT
ecosystem spanning the software life cycle, SAP is demonstrating a
commitment to support at the solution level through SAP Enterprise
Support. SAP Enterprise Support is designed to integrate the IT
ecosystem and to provide SAP customers with a broad support network
based on the end-to-end support infrastructure and mutually accepted
support rules between all members of a customer's IT environment.
SAP HANA Enterprise may be Used with an unlimited number of Data Sources, and such Use is subject to the applicable Licensed Level. SAP HANA Enterprise currently includes a runtime license of SAP Business Objects Data Integrator (DI) and SAP System Landscape Transformation (SLT), and Use of such runtime products shall be limited solely to extracting data from Data Sources into SAP HANA Enterprise.
Working with SAP and experienced partners in your local market,
you get the support your company needs with a solution specifically
designed for your business requirements.
Service Levels and Technical Support
Enterprise Technical Support (ES) and Service Session (SS) First Year
Maintenance (FYM) Licenses are also sold at iPuzzlebiz. Please contact
us for more information. Please contact us for more information!
SAP service-level agreement (SLA) covers the entire solution stack:
infrastructure, OS, SAP HANA database, and application layers. Benefit
from 99.5% guaranteed availability, 24/7 global support, activity
reports, and much more.