The VAR Support Model
First Level Aid
However, SAP ONE Support only complements the basic offering of Enterprise Support. Premium support offerings such as ActiveEmbedded or MaxAttention must still be booked additionally, but these also apply regardless of the operating model. For example, SAP ActiveEmbedded and SAP MaxAttention for on-premise solutions can be supplemented with premium support offerings from SuccessFactors or Ariba for cloud solutions.
We diagnose and resolve incidents, explain the causes of the problem. We analyse, evaluate and implement changes in business processes. We do SAP software update and develop additional applications (ABAP). We advise system users.
SAP SUPPORT AND MAINTENANCE
SAP emphasises that SAP ONE support is not a separate support offering and therefore does not mean additional costs for users. SAP ONE support is provided via SAP Enterprise Support. SAP ONE Support complements SAP Enterprise Support and SAP already provides a comparable level of support for its two SAP subsidiaries, SuccessFactors and Ariba.
To store all the information on the subject of SAP - and others - in a knowledge database, Scribble Papers is suitable.
End-user support is typically run on two levels - help desk and key user. The help desk supports the horizontal functionality used in the broader user community, while key users support more specialised departments and specific functions within your organisation.
The "Shortcut for SAP Systems" tool is an excellent tool for handling many tasks in SAP Support more easily and quickly.
It would of course be much more elegant and helpful if you had a help button in the SAP application that automatically creates a ticket.
If you want to get more information about SAP basis, visit the website www.sap-corner.de.
It offers you the flexibility of a pay-as-you-go service with flexible monthly subscriptions, so no initial investment is required.