SAP Enterprise Support

[Former Member]

Hi experts,

For Enterprise Support, I'm sure that I need to install the addon ST-ETP and to implement the initial setting described the notes [1140258|http://service.sap.com/sap/support/notes/1140258], [1109650|http://service.sap.com/sap/support/notes/1109650].

But I'm not sure that futher settings are required.

Is it enough to have Solution Manager Enterprise Edition for Enterprise Support?

Best regards,

TK

[Former Member]

Hi all,

The answer from Service Advisory Center is the below.

Service Level Agreement requires

1. to use the latest version of Solutin Manager

2. SAP remote connection

3. to register system information

4. to activate Early Watch Alert

5. to register messages via Service Desk.

Root Cause Analysis requires

1. to register business process

2. to upload documents in the implementation project

3. to attach custom code specification

Continuous Quality Checks requires

1. to register business process

2. to upload documents in the implementation project

TK

[Former Member]

Hi Toshi,

I have to Implement Enterprise support. Sorry I couldnot get the information to setup ES.

I hope you might have done the ES.

Till Now I understood that the settings are

1. Landscape setting

2. Change Request Management

3. Solman Diagnostics

4.Ewa

Could please give the steps to implement SAP Enterprise support.

Thanks and Regars

Thirumal

[Former Member]

Hi Thirumalai,

Sorry to inform you that I have not implemented ES.

For ES, strictly speaking, what you have to do is to install

and to activate Solman EE. ES contract requires it.

ES has many support services in return for expensive money.

To receive some specific services(SLA, RCA, CQC, etc.),

you have to take the above settings. Among them

SLA seems be the most important. Without SLA,

the response time of SLA may be delayed.

Best regards,

TK

[markus_doehr2]

To make sure of "Enterprise support" you need to fully leverage the SolMan, this means

- all your systems must be configured in the SolMan

- Change management must be set up

- Solman Diag must be set up

(that´s at least my last information when I read the contract)

Since enterprise support is mandatory (you can´t choose) and you will pay 22 % maintenance in three years, you won´t come around of doing all that.

The SolMan extension has some additional functionality that is not directly related to that support.

Markus

[Former Member]

Hi Markus,

Thank you for the quick and helpful response.

The important for ES is, I understood, implementation of Solman itself, not functions.

Now I want to confirm one.

You mean the minimum settings are three.

1. Landscape setting

2. Change Request Management

3. Solman Diagnostics

But how about the others?

(esp., EarlyWatchAlert, ServiceDesk)

Best regards,

TK

[markus_doehr2]

I´m not sure about those - I don´t have a new enterprise contract handy to read them.

I suggest you contact your SAP sales rep and ask him about an example contract.

Markus

[Former Member]

I see.

Thank you.

TK

[markus_doehr2]

I got an information from a management circle and the German DSAG:

(translated, not quoted)

- you have to create a COE (Competence Center of Excellence) with a english speaking support person in 12 months after the enterprise support started (1st of january 2009)

- you have to grant the necessary permissions on your systems to assist the support in case a remote access is necessary

- you have to keep the Solution Manager with patches up-to-date

- you have to use SolMan for the documentation of your core business process (Business Process Monitoring)

- you have to use SolMan for the documentation of new implementations (Roadmaps)

- you have to use SolMan to document any modification

Markus

[Former Member]

Hi Markus,

Thank you for the information!

The settings and use of Solman are being required more strictly...

I wonder why such concrete and helpful information are not on SMP.

Best Regards,

TK