The SAP CRM on-demand solution includes the following categories of customer-focused support services.

Standard Services

• Global delivery – Live phone support, 24/7 global production support, and monitoring and message support
• Technical/SAP Hosting – Support for system set up, maintenance, and availability; functionality upgrades; managed storage services; and support of database and operating systems
• Application support – Application setup, baseline configuration, and off-boarding support of the SAP CRM on-demand solution.

Value-Added Services

Value-added services are optional, tailored services that provide a customized application and infrastructure – which in turn allow for greater flexibility and enhanced capabilities to support your business needs.

Value-added services include:

• On-boarding – Consulting service to identify business needs, map business processes, and implement the project
• SAP ERP integration – Integration of SAP ERP and your SAP CRM on-demand system – to share accounts, contacts, and products – using standard SAP middleware
• Dedicated VPN networking – A dedicated and secure VPN connection – routed over the Internet – from your site to the SAP Hosting facility
• Customization – Custom fields and reports
• Transition to on-premise SAP CRM application – Data migration from the SAP CRM on-demand solution to the on-premise SAP CRM application

Extended Services

With optional extended services, SAP offers services to deliver enhanced customization, data management, and power user-enabled administration services.

Extended services include:

• Professional services – Product management and business process consulting services
• Administration services – Management of account profiles, user maintenance, page-layout configuration, currency set up, and customization of fields