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https://www.sap.com/dmc/policies/sybase/pslt/SAP-Enterprise-Support-Schedule-PSLT.pdf
Global message handling by SAP for problems related to Enterprise Support Solutions, including Service Level Agreements for Initial Reaction Time and Corrective Action (for more information refer to Section 2.1.1). SAP Support Advisory Center – as described in Section 2.2. Continuous Quality Checks – as described in Section 2.3.
https://www.sap.com/about/trust-center/agreements/cloud.html
Service Level Agreement Data Processing Agreement Based on the instruction of the data processor handling personal data uploaded into the cloud service, SAP implements and maintains technical and organizational measures to adequately protect the personal data.
https://support.sap.com/en/offerings-programs/enterprise-support/mission-critical-support.html
Service-Level Agreements. SAP Enterprise Support provides you with explicit service-level agreements for highly critical incidents, such as those assigned a priority of “very high” or “high.” The service-level agreement commits SAP to a timely initial reaction, and delivery of a resolution within a …
https://support.sap.com/en/offerings-programs/enterprise-support.html
The SAP Enterprise Support Advisory Council is an open program for all SAP Enterprise Support customers and is focused on the development and improvement of the SAP Enterprise Support offering for making it 100% aligned with the needs of our customers. Feel free to join the program today to become an early adopter of the latest support ...
https://www.sapstore.com/medias/99045-sap-support-options?context=bWFzdGVyfHBkZnN8MTIwMTEzOHxhcHBsaWNhdGlvbi9wZGZ8cGRmcy9oY2UvaGYyLzg4Njc0NjEyNjc0ODYucGRmfDY3M2QwZDAwYzVhZjlkZmI0YzkwNDA3NWJhMTJjOWNjM2E5ZDU5NTI3ZWMzMjQyNGQ3ZWNlZDg3YTA2NDY1Mzk
SAP Support Options SAP Standard Support SAP Enterprise Support Service level agreement covering priority one and two customer messages along with top priority one issues (such as a go-live showstopper) ü 24x7 Support advisory center as a direct communication channel to SAP, handling important inquiries concerning
https://searchsap.techtarget.com/definition/SAP-Enterprise-Support
Sep 01, 2014 · SAP Enterprise Support is a premium support and maintenance plan for SAP customers. It is the most common support plan for customers, according to SAP.
https://wiki.scn.sap.com/wiki/display/SAPITSM/SLA+Management
Jun 06, 2014 · A service-based SLA (Service Level Agreement) is used to agree modalities of the provisioning of services between different parties (generally a service deliverer and a service consumer). ... 1.1 IT Service Management Overview. The SAP Solution Manager’s IT Service Management represents an ITIL compliant and certified management tool ...
https://blogs.sap.com/2016/10/30/preparing-pcoe-customer-maintenance-agreement-compliant/
Oct 30, 2016 · The below statements and/or terms should not be part of your partner-to-customer maintenance agreement:. Customer Center of Expertise – CCOE is not applicable for the indirect customer scenario since you, the support authorized VAR, is providing the center of expertise for the end-customer; SAP is accountable for Service Level Agreement (SLA) breach – the maintenance contract …
https://blogs.sap.com/2019/09/24/cloud-platform-enterprise-agreement-new-cloud-platform-cost-transparency-features/
Sep 24, 2019 · Costs on Aggregated Global Account Level. On the worksheet “Global Account Costs” the respective costs on service plan level are displayed. Please be aware that the service plan costs are depending on the date, when you your Cloud Platform Enterprise Agreement (CPEA) started.
https://help.sap.com/saphelp_sm71_sp08/helpdata/en/a2/19d4fdead74dd8a1e856d5703cbfc1/content.htm
SAP Enterprise Support SLA Compliance delivers its business content in a pre-built InfoCube called SAP Service Level Agreement Compliance. Technical Data. Available as of Release. SAP Solution Manager 7.1 SP05. BI Content Add-On Release. ST-BCO Support Package 3.
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