SAP enhancing Enterprise Support through user groups

With more than 35 years experience in supporting enterprise critical applications SAP is committed to continually investing in tools, processes and methodologies to enable customers and deliver the highest level of support.

SAP has now set up a searchable, online repository of customer benefit cases and best practices. .
The repository of self-service resources, including product roadmaps and expert opinion, was set up to support a methodology to help customers get better value out of SAP's enterprise support.

The repository and methodology were developed in collaboration with the SAP User Group Executive Network (Sugen), a global network of SAP user groups.

Sugen was at the centre of negotiations with SAP that eventually led to a reversal of a controversial decision in 2008 to implement enterprise support for all customers.

SAP and the Sugen SAP Enterprise Support Charter team host regular regional feedback sessions with customers to jointly develop best practices, guided procedures and self-service resources.

SAP said the latest joint venture with Sugen shows the software maker remains committed to continued collaboration with user groups.

The initiative is aimed at helping customers to realise the benefits of SAP enterprise support faster and subsequently reduce their total cost of operations.

"As a result of the dialogue between SAP and the user groups, customers have choice and can now focus on the value proposition of SAP enterprise support," said Tonnie Van der Horst, chairman of Sugen.

SAP Enterprise support has been and continues to be developed to address the various business challenges that business face. SAP offers customers a tiered portfolio of support offerings. The level of support can be selected to meet the individual needs of your business across the entire life cycle of the application from implementation and testing, to maintenance and operations, to monitoring, optimising and upgrading.

SAP is convinced that the value of SAP Enterprise Support can help customers receive the most out of their IT investment, enabling their IT staff to provide transparency and additional focus on business process improvement.

Computer Weekly.com
SAP Services.com