Joint solutions require a standard support and escalation process. SAP's Cooperative Support Agreement contract guarantees that customers receive standardized problem processing and resolution. Beyond this scope, SAP invites strategic partners to join the SAP Support Alliance.

Partner Type	Evaluation Criteria	Qualification & Certification Requirements	Contracts	Management and Review Responsibility
SAP Global Alliance Partner - Support	By invitation	Reactive support – Qualified SAP background	Global Alliance Support Agreement: Reactive support Proactive support	Global Alliance Support Management
		Proactive support --Technical Certification	Regional Support Delivery Agreement – Proactive support	Regional Alliance Support Management
SAP Alliance Partner - Support	By invitation	Proactive support --Technical Certification	Alliance Support Agreement: Reactive support Proactive support	Global Alliance Support Management
			Local Support Delivery Agreement – Proactive support	Global Alliance Support Management
SAP Partner - Technology	Mandatory for all	Reactive support – SAP R/3 Basis	Cooperative Support Agreement – Reactive support	Global Alliance Support Management
SAP Partner - Software	Mandatory in case of: Resold products OEM products Joint strategic initiatives		Cooperative Support Agreement – Reactive support	Global Alliance Support Management
			Alternatively, Support-specific addendum "Support Services:" Addendum to reseller/OEM Agreement Reactive support	Regional Alliance Support Management
	For certified Software Partners	Reactive support --qualified SAP background and commitment to support partner interface software	Included in the Software Partner Program Certification Agreement	Regional Alliance Support Management
SAP Partner - Hosting	Mandatory	Reactive support --Qualified SAP background	Cooperative Support Agreement – Reactive support	Global Alliance Support Management
SAP Partner - Channel	Mandatory	Reactive support – Qualified SAP background		Regional/local Alliance Support Management
SAP Partner - Content	Optional in case of: Resold products Subcontracted products	Reactive support – Qualified SAP background	Cooperative Support Agreement – Reactive support	Global Alliance Support Management