When Dreams without Limits signed their cloud subscription contract with SAP, this subscription automatically included SAP Enterprise Support, cloud edition. This foundational success plan includes real-time support functionality (such as the Expert Chat) and access to the SAP knowledge base.
Some time before the planned go-live date, HR IT project manager Paula Project wants to make sure that the go-live of their Hire to Retire process works without issues. She turns to Susan Success from SAP:
SAP Support Services
Susan points out that, in addition to the support contract, SAP offers service contracts that include proactive services to help customers with implementation, to give them insights into best practices and new products, and to help them with their overall business needs. The available services depend on the customer’s SAP solution and the service contract type.
For example, in the context of the SAP GoingLive Check, SAP checks the solution in a standardized procedure and gives recommendations ensuring optimal performance and system availability for the core business processes.
Paula then wants to know whether there is a tool that provides an overview of, for example, what kinds of services are delivered, as well as what has been delivered in the past and what the outcome of those were. She points out that exchanging e-mails to answer these questions is not optimal. It would be better to have all information in one place
Susan answers that with SAP Cloud ALM for service, SAP provides a solution that helps customers to stay on top of their service delivery.
Paula is excited. She wants to learn more about this tool and she makes a note to schedule a meeting with Alexander Architect from their implementation partner Implement HXM!.
Finally, Susan states that for public cloud customers such as Dreams without Limits, SAP Preferred Success is the recommended go-to success plan. She highlights that SAP Cloud ALM for service is embedded in SAP Enterprise Support, SAP Product Support for Large Enterprises (SAP PSLE) and Premium Engagement (such as SAP MaxAttention or SAP ActiveAttention) service contracts at no additional fee.
Paula makes another note to discuss this with her IT manager during their next meeting.