SAP’s holistic ecosystem model allows customers to extend the possibilities of their SAP landscapes by leveraging the wealth of partner solutions available. Customers purchasing partner products through SAP know that they will receive the same level and quality of performance and support for the partner solutions that they get with their SAP solutions. The SAP Global Partner Support team within SAP Active Global Support leads the charge to ensure that all of the solutions in customers’ SAP landscapes are supported equally and seamlessly. In case of an incident, customers must be assured the same quality of support, time to resolution, and service-level agreements (SLAs) for partner products that they already receive for traditional SAP products. To achieve this, SAP provides one unified channel for all incidents: SAP Service Marketplace. SAP Global Partner Support focuses on the three most important pillars of support: avoiding outages through proactive support, providing monitoring and analysis capabilities to reduce time to resolution, and resolving unforeseen incidents in the customer landscape quickly and efficiently.
The Value of Being Proactive
The best way to safeguard your SAP landscape and ensure its interfaces run without disruption is to take a proactive approach to maintenance and support. SAP ActiveEmbedded services enable this by placing SAP support staff at the customer’s location. By using SAP ActiveEmbedded for third-party products, for example, customers receive services from SAP staff targeted to the particular partner solutions in their landscape — backed up by SAP’s software solution partners. As a result, issues are proactively identified and resolved before they have a major impact on the business.
The Right Tools for the Right Support
Comprehensive monitoring and analysis capabilities, as well as clearly outlined support processes, are the cornerstones of a healthy IT environment. Having full-time visibility into system status and any possible issues from one common place streamlines support. SAP customers receive this visibility into their solutions through SAP Solution Manager. But as landscapes become more complex and incorporate a wider mix of SAP, partner, and third-party products, there is a growing demand for one common application lifecycle management (ALM) solution that covers extended landscapes. To meet this need, the Supportability Lab within SAP Global Partner Support works with partners to develop those capabilities for partner solutions, making them available in the more recent versions of SAP Solution Manager. Rather than using a varied collection of monitoring and analysis products that provide a patchwork view, customers now have the option of using one system to monitor their SAP and non-SAP systems.
Fewer Phone Calls, Faster Resolution
The third area that SAP Global Partner Support focuses on is streamlined incident management and messaging for partner solutions sold by SAP. When a customer has an issue within its SAP landscape, the last thing the customer needs is confusion over which vendor to contact, which only delays the time to resolution. SAP provides one contact point for the customer, establishing a seamless support experience. Behind the scenes, the SAP Global Partner Support team processes customer incidents. Messages are routed to the partner as necessary (for example, for development support) using SAP Solution Manager, which links both support teams and expedites the flow of communication.
3 Areas for Success
By focusing on these areas, SAP Global Partner Support ensures end-to-end support for the customer’s entire SAP landscape, providing the confidence and security needed to extend the value of SAP systems through partner solutions. To find out more, consult your SAP Engagement Architect or Enterprise Support Advisor, or contact SAP Global Partner Support at firstname.lastname@example.org.