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Almost a fifth of them were positive or neutral about the more "expensive" support model Enterprise Support. A total of 42% of those surveyed see this as a low or no added value. Interestingly, almost 40 percent did not say anything about this topic. Nevertheless, a positive trend is emerging. In a similar survey last year, nearly three-quarters of the participants said they had little or no added value to Enterprise Support. "The benefits of Enterprise Support, such as free services, have not yet been widely publicised by customers. The Enterprise Support Academy launched by SAP, which is an educational institution, is promising, but should receive even more attention," concludes Andreas Oczko. Nevertheless, SAP is still calling for standard support to remain in focus. The performance of this support model, which is also paid a significant maintenance rate, should not only include a minimum of service levels. We need to create more transparency about what service is included in which support contract. The information day is free of charge for SAP customers, it presents topics around enterprise support. The target group is customers who have an Enterprise Support Maintenance Agreement or are interested in it.
Our experts ensure a timely release with short reaction and solution times. We rely exclusively on permanent employees in Germany for our support and do not use offshore resources for our call-in.
Explore business opportunities and develop working prototypes
We provide information on SAP product innovations, SAP support and enhancement packages, and new software releases. But also the latest updates on the SAP solutions used. This keeps you up to date with technology.
Since 2017, Telekom has been certified as a Partner Centre of Expertise (PCoE). Telekom meets all technical and organisational standards defined by SAP®. You can still access the SAP® information portals at any time (e.g. via the SAP® support portal). However, the support messages for your SAP® software must be sent directly to Deutsche Telekom via the contact channels listed.
A useful product - "Shortcut for SAP Systems" - is available for SAP Support employees.
These files are available with full table of contents, page formatting, screen screens and, if necessary, reports (in Excel format).
You know exactly what you can expect and what steps you need to take to achieve measurable benefits and initial value creation as quickly as possible.