Discussing SAP Maintenance and Maintenance Strategy

As an SAP Service Marketplace user with the appropriate authorizations, you can request and administer additional SAP Support Portal users at Users|SAP Support Portal. SAP Service Marketplace users are also subject to an authorization concept. You can, for example, deny the authorization needed to create SAP incidents.

A developer needs a developer key to create or change objects in an SAP system. You can request this key at Keys|SAP Support Portal.

Changes to SAP objects (such as ABAP programs delivered by SAP) are called modifications and require an object key, which you can also request at Keys|SAP Support Portal.

You can access the comprehensive SAP Notes database at Notes|SAP Support Portal. You can access specific SAP Notes by entering the Note number directly or using search criteria (such as the transaction name or an error code). This topic will be discussed in more detail in a later lesson.

All AS ABAP-based SAP systems have included the SAP Note Assistant for many years. This tool (transaction SNOTE) can automatically import corrections to ABAP code from SAP Notes into SAP systems. Visit Note Assistant|SAP Support Portal for more details on how to use it. You will discover more about this topic in a later lesson.

SAP regularly provides corrections for known problems (for example, SAP Support Packages, kernel patches, or database patches). You can download them at SAP Support Package Stacks. We recommend that you keep your correction status as up-to-date as possible.

In 2003, SAP's Support Package strategy for some product versions was enhanced to include Support Package stacks (SP stacks). This strategy supports the actual way in which most customers import SAP Support Packages, making it possible to improve quality and service and reduce ongoing operating costs. An error may occur for which no relevant SAP Note or correction is available. In this case, you can report an incident for SAP under /incident. SAP Support then processes this incident report.

If an SAP employee needs access to the customer system to solve a problem, you can reach this connection in the SAP ONE Support Launchpad with the function Remote Connections. This access is also needed for other services, such as SAP EarlyWatch (/earlywatch: SAP experts proactively analyze your SAP systems to ensure the best possible performance and availability). The Support Service Catalog lists and describes the services offered by SAP Support.

Which software requirements (operating system or database release) does a specific SAP solution have? The answer is in the Product Availability Matrix (PAM), which you will explore in more detail in the following lessons.

Read an overview of the current SAP Release Strategy.

• Customers receive regular updates that include performance improvements, new features, and functionalities to keep the software relevant and efficient.
• Enhancement packages may include new modules, advanced capabilities, and integration options with other systems, ensuring that the software evolves with business needs.

• SAP ensures that the software complies with changing legal and regulatory requirements. This is crucial for businesses operating in multiple countries with varying regulations.
• Updates reflect tax law changes, reporting standards, and other compliance-related adjustments necessary to maintain lawful operations.

• Regular security patches are deployed to protect against vulnerabilities and threats. This proactive approach helps safeguard sensitive business data against potential breaches.
• Fixes for identified issues and vulnerabilities are provided promptly to maintain the integrity and security of the SAP environment.

• Continuous optimizations enhance the software's performance and efficiency. This includes improvements to processing times, system stability, and overall user experience.
• These improvements ensure that the system can handle increasing data volumes and user demands without degradation in performance.

• During the Mainstream Maintenance phase, SAP offers comprehensive support services. This includes access to SAP support experts, online resources, and community forums.
• Businesses receive assistance in troubleshooting issues, implementing updates, and optimizing system performance.

• Mainstream Maintenance ensures that the SAP solutions remain compatible with other IT systems, databases, and technologies businesses may use.
• Support for integration interfaces is maintained, allowing seamless operation within diverse IT ecosystems.

• Updated documentation and training materials are provided to help users adapt to new system features and changes.
• This includes online help, manuals, training courses, and best practice guides.

• Mainstream Maintenance supports cloud-based solutions for customers using cloud or hybrid environments, ensuring ongoing innovation and flexibility.
• SAP often integrates cloud capabilities with existing on-premise solutions, helping businesses leverage the benefits of both environments.

• Customers receive support for critical issues and major bugs that might disrupt business operations.
• While not as comprehensive as Mainstream Maintenance, the support covers significant problems that can affect the stability and security of the software.

• SAP continues to provide essential security patches to protect against vulnerabilities and threats.
• These patches are critical in maintaining customer data and system integrity, even as the software ages.

• During Extended Maintenance, SAP may provide limited updates for key legal and regulatory changes.
• However, these updates are not as frequent or extensive as in the Mainstream Maintenance phase, meaning businesses may need to undertake some compliance tasks independently.

• Access to SAP's technical support remains available but might have certain restrictions or prioritization differences.
• Support services during this phase help businesses maintain operational continuity and address significant issues that arise.

• Extended Maintenance does not cover introducing new features, functionalities, or enhancement packages.
• The focus is on maintaining the existing system rather than evolving it with new capabilities.

• The cost of Extended Maintenance is typically higher than Mainstream Maintenance. This premium reflects the additional effort needed to support older software.
• Businesses need to weigh these costs against the benefits of upgrading to newer versions of SAP software.

• SAP may offer guidance and support for planning migrations to newer systems. This includes providing tools and resources to help with the transition process.
• This support aims to help businesses move to newer solutions in a structured and efficient manner when ready.

• Extended Maintenance allows businesses to manage the risks associated with running outdated software by ensuring critical issues are addressed.
• While not as thorough as Mainstream Maintenance, it provides a safety net, allowing businesses more time to plan their future strategy.

• Extended Maintenance can be seen as a transitional phase, encouraging customers to upgrade to more current versions of SAP software.
• It provides a buffer period where businesses are encouraged to plan and execute their upgrade paths while still receiving critical support.

• Support during this phase is minimal and primarily focused on core functionality. Customers can receive help with critical issues that severely impact their business operations.
• This includes fixes for major bugs and problems that may cause disruptions or serious performance issues.

• Limited security updates may be provided to address critical vulnerabilities. However, these patches are less frequent or comprehensive than those provided during earlier maintenance phases.
• Customers are encouraged to take additional measures to protect their systems from potential security threats.

• Unlike Mainstream and Extended Maintenance, Customer-Specific Maintenance does not include regular updates, enhancements, or new feature introductions.
• The software remains static, focusing solely on maintaining existing functionalities rather than evolving them.

• Updates for new legal and regulatory requirements are generally not provided. Customers are responsible for ensuring their SAP systems comply with current laws and regulations.
• This may require customers to implement compliance solutions or seek third-party assistance.

• Technical support is significantly reduced and may be available case-by-case. Response times and issue prioritization might differ from the earlier maintenance phases.
• Support mainly addresses critical incidents and ensures the fundamental operability of the system.

• Engaging in Customer-Specific Maintenance typically involves higher costs due to the customized nature of the support.
• Specific terms and conditions are outlined in customized support agreements, ensuring both SAP and the customer have a clear understanding of the limitations and expectations.

• Customers opting for this phase must manage higher risks of running unsupported or minimally supported systems.
• It's crucial for businesses to have contingency plans and additional support mechanisms to maintain business continuity.

• SAP encourages customers to upgrade to newer versions or transition to other SAP solutions (such as S/4HANA or cloud-based services) where complete support and innovation can be provided.
• Customer-Specific Maintenance serves as a temporary solution, allowing enterprises the time to plan and execute their transition strategies.

• Any customizations or integrations with other systems fall under the customer's responsibility during this phase.
• Customers may need to rely on in-house IT teams or external consultants to maintain and enhance these custom solutions.

• Access to existing documentation and knowledge resources is typically maintained, but no new documentation or training materials are provided.
• Customers can still access SAP's existing help portals and community forums for assistance.