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Sap Support Contract Types

SAP (Systems, Applications, and Products) is an enterprise resource planning (ERP) software that is used by organizations of different sizes and types. To ensure the smooth functioning of the software and minimize the downtime, SAP users need to have a support contract with the company. SAP support contracts cover a range of services, including technical support, system updates, and access to SAP’s knowledge base. In this article, we’ll discuss the different types of SAP support contracts.

1. Standard Support:

This is the most basic type of SAP support contract that is mandatory for all customers. It includes 24/7 access to SAP’s support portal, which allows customers to report and track issues, download software updates, and access SAP’s knowledge base. Standard support typically covers software patches, bug fixes, and security updates. The cost of standard support is usually 18% of the license fee.

2. Enterprise Support:

This is a more comprehensive support package that provides customers with access to a dedicated support team, proactive monitoring, and personalized support services. Enterprise support also offers access to SAP’s advanced support portal with enhanced functionalities. The cost of enterprise support is typically 22% of the license fee.

3. Product Support for Large Enterprises (PSLE):

This support package is designed for large enterprises that have complex SAP environments. It provides customers with a dedicated support team that has in-depth knowledge of their systems. PSLE also offers remote support services, onsite support, and system monitoring. The cost of PSLE is based on the number of incidents and is negotiated on a case-by-case basis.

4. MaxAttention:

This is the highest level of support that SAP offers. It is designed for customers who require mission-critical support and have complex system landscapes. MaxAttention provides customers with a dedicated team of experts who work closely with them to provide support and guidance. This support package includes proactive system monitoring, optimization, and personalized training. The cost of MaxAttention is negotiated on a case-by-case basis.

In conclusion, choosing the right SAP support contract is critical for the smooth functioning of your SAP environment. While standard support is mandatory, customers should consider their specific needs and requirements before choosing a support package. Factors such as the size and complexity of their system landscape, the criticality of their operations, and their budget should be taken into account. By selecting the right SAP support contract, customers can ensure that they have access to the necessary resources and expertise to keep their SAP environment running smoothly.