SAP Support Services v.4-2023 (EN)
This document provides descriptions of the SAP Support Services which are available as a component of the classic SAP MaxAttention and SAP ActiveEmbedded Services. Download the Document
This document provides descriptions of the SAP Support Services which are available as a component of the classic SAP MaxAttention and SAP ActiveEmbedded Services. Public
SAP SUPPORT SERVICES
SAP Support Services EN v.1-2024
SAP SUPPORT SERVICES
SAP Support Services EN v.1-2024
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SAP Support Services
Exhibit A
Overview of services available as a component part of a Premium Engagement
This area provides descriptions of the Services which are available as a component of the Premium
Engagement, SAP MaxAttention / SAP ActiveEmbedded Services. The selection of Service(s) is determined
between the technical quality manager (TQM) and Licensee and documented in the support plan.
Transformation Guidance
Planning the Digital Transformation
This service supports an end-to-end plan of the customer’s digitization strategy based on SAP solutions. The
service can start with the creation of a strategic road map and can end with the concrete transformation
planning of an SAP implementation project. This service combines the applicable portions of best practices,
solutions, and trends, along with business needs, to derive a customer-specific transformation road map
driven by customer-specific values, risks, and efforts risks, and efforts which are all focused on the customer’s
SAP landscape.
Platform Design Support
This service provides a detailed conceptual view of the technical on-premise architecture and infrastructure
(hardware platform, HA/DR solution or review of existing solution, and if required data scaling solution) for
SAP Support Services
Exhibit A
Overview of services available as a component part of a Premium Engagement
This area provides descriptions of the Services which are available as a component of the Premium
Engagement, SAP MaxAttention / SAP ActiveEmbedded Services. The selection of Service(s) is determined
between the technical quality manager (TQM) and Licensee and documented in the support plan.
Transformation Guidance
Planning the Digital Transformation
This service supports an end-to-end plan of the customer’s digitization strategy based on SAP solutions. The
service can start with the creation of a strategic road map and can end with the concrete transformation
planning of an SAP implementation project. This service combines the applicable portions of best practices,
solutions, and trends, along with business needs, to derive a customer-specific transformation road map
driven by customer-specific values, risks, and efforts risks, and efforts which are all focused on the customer’s
SAP landscape.
Platform Design Support
This service provides a detailed conceptual view of the technical on-premise architecture and infrastructure
(hardware platform, HA/DR solution or review of existing solution, and if required data scaling solution) for
© 2024 SAP SE or an SAP affiliate company. All rights reserved. See Legal Notice on www.sap.com/legal-notice for use terms, disclaimers, disclosures, or restrictions related to this material. 3 / 12
the SAP solution based on the initial design defined in the pre-requisite technical architecture workshop and
additional input from the licensee.
Data Migration Design Support
This service provides guidance on defining the data migration requirements for SAP solution consolidations,
transformations and implementations.
Custom Code Management
This service helps promote more efficient and effective custom code management. This service provides an
analysis of all phases of the customer’s custom code lifecycle, followed by the creation of customer-tailored
custom code management optimization road map proposal and may include implementation support. It
covers classical custom code analysis, the custom code impact analysis and a comprehensive custom code
remediation execution support.
Build Design Support
This service covers relevant functional design activities during the implementation of SAP solutions. Guidance
is provided to design and document customer’s SAP target solution based on the functional scope identified
in the planning phase of the project.
Analytics Design Support
This service provides guidance on how to utilize and implement SAP products for analytics and enterprise
data warehousing and the integration with the customer IT infrastructure.
Landscape Transformation Based Execution Support
The landscape transformation based execution support service assists the licensee in the setup and
execution of a landscape transformation project. SAP transformation experts support the licensee with the
installation and support the setup of the landscape transformation. They also support the test conversions
the SAP solution based on the initial design defined in the pre-requisite technical architecture workshop and
additional input from the licensee.
Data Migration Design Support
This service provides guidance on defining the data migration requirements for SAP solution consolidations,
transformations and implementations.
Custom Code Management
This service helps promote more efficient and effective custom code management. This service provides an
analysis of all phases of the customer’s custom code lifecycle, followed by the creation of customer-tailored
custom code management optimization road map proposal and may include implementation support. It
covers classical custom code analysis, the custom code impact analysis and a comprehensive custom code
remediation execution support.
Build Design Support
This service covers relevant functional design activities during the implementation of SAP solutions. Guidance
is provided to design and document customer’s SAP target solution based on the functional scope identified
in the planning phase of the project.
Analytics Design Support
This service provides guidance on how to utilize and implement SAP products for analytics and enterprise
data warehousing and the integration with the customer IT infrastructure.
Landscape Transformation Based Execution Support
The landscape transformation based execution support service assists the licensee in the setup and
execution of a landscape transformation project. SAP transformation experts support the licensee with the
installation and support the setup of the landscape transformation. They also support the test conversions
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and provide expert support for the resolution of issues (if any). In addition, they assist the licensee to build
up transformation expertise. During go-live, SAP transformation experts are available as standby support.
Architecture Transformation
This service supports the customer developing a multi-year digital transformation roadmap including specific
technical architectures, sizing efforts, required IT infrastructure, mapped SAP software components and best
practices for implementation, deployment and technical risk mitigation.
SAP Architecture Point of View
This service will provide an architecture point of view of Licensee’s current enterprise architecture identifying
potential architecture transformation of specific solution and/or technology focus areas. The service will: (i)
review/document Licensee’s requirements, (ii) present an SAP perspective which may include an SAP
industry reference architecture, and (iii) provide recommendations, templates and approaches, as
appropriate, to support the refinement of Licensee’s target architecture.
Safeguarding
Safeguarding the Digital Transformation
This service assists with functional and technical validation of core business processes with respect to
business and IT requirements, as well as an identification of risks. For SAP solution upgrade/maintenance
projects, the service provides an assessment, technical validation and advise for planned upgrades and/or
maintenance (e.g. Support package, NetWeaver, SAP Kernel updates).
and provide expert support for the resolution of issues (if any). In addition, they assist the licensee to build
up transformation expertise. During go-live, SAP transformation experts are available as standby support.
Architecture Transformation
This service supports the customer developing a multi-year digital transformation roadmap including specific
technical architectures, sizing efforts, required IT infrastructure, mapped SAP software components and best
practices for implementation, deployment and technical risk mitigation.
SAP Architecture Point of View
This service will provide an architecture point of view of Licensee’s current enterprise architecture identifying
potential architecture transformation of specific solution and/or technology focus areas. The service will: (i)
review/document Licensee’s requirements, (ii) present an SAP perspective which may include an SAP
industry reference architecture, and (iii) provide recommendations, templates and approaches, as
appropriate, to support the refinement of Licensee’s target architecture.
Safeguarding
Safeguarding the Digital Transformation
This service assists with functional and technical validation of core business processes with respect to
business and IT requirements, as well as an identification of risks. For SAP solution upgrade/maintenance
projects, the service provides an assessment, technical validation and advise for planned upgrades and/or
maintenance (e.g. Support package, NetWeaver, SAP Kernel updates).
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Transition to Cloud Operations
This service provides guidance on the IT support processes, tools and teams required for the customer to
more safely and efficiently operate the implemented SAP solution in its environment following go-live.
SAP Upgrade Assessment
The SAP Upgrade Assessment performs a detailed technical analysis of core SAP system (ABAP stack only)
to support the upgrade planning process. Indicators from analyzed focus areas highlighting potential risks,
which can be covered by other premium engagement services will be highlighted, and a comprehensive
overview of the required prerequisites for the upgrade, and the potential risks which can cause problems
during the upgrade or enhancement package installation including the main effort drivers will be the
outcomes of the service.
Hybrid Operations
System and Solution Management
This service maps technical and functional aspects of core business processes, identifies potential issues,
and provides recommendations and proposes additional optimization services were appropriate.
Enablement for Customer Center of Expertise
This service supports the planning, implementation, optimization and certification of the Customer Center of
Expertise.
Application Lifecycle Management
This service incorporates the analysis of the customer’s hybrid transport landscape, transport strategy and
change processes as well as the setup of a change control management scenario. It also performs an analysis
of customer’s current incident management processes and provides recommendations for the configuration
of SAP Solution Manager and other SAP platforms for Operations. Additional recommendations and
Transition to Cloud Operations
This service provides guidance on the IT support processes, tools and teams required for the customer to
more safely and efficiently operate the implemented SAP solution in its environment following go-live.
SAP Upgrade Assessment
The SAP Upgrade Assessment performs a detailed technical analysis of core SAP system (ABAP stack only)
to support the upgrade planning process. Indicators from analyzed focus areas highlighting potential risks,
which can be covered by other premium engagement services will be highlighted, and a comprehensive
overview of the required prerequisites for the upgrade, and the potential risks which can cause problems
during the upgrade or enhancement package installation including the main effort drivers will be the
outcomes of the service.
Hybrid Operations
System and Solution Management
This service maps technical and functional aspects of core business processes, identifies potential issues,
and provides recommendations and proposes additional optimization services were appropriate.
Enablement for Customer Center of Expertise
This service supports the planning, implementation, optimization and certification of the Customer Center of
Expertise.
Application Lifecycle Management
This service incorporates the analysis of the customer’s hybrid transport landscape, transport strategy and
change processes as well as the setup of a change control management scenario. It also performs an analysis
of customer’s current incident management processes and provides recommendations for the configuration
of SAP Solution Manager and other SAP platforms for Operations. Additional recommendations and