The new, simplified portfolio of services, best practices, methods and tools focuses on outcome-based services. This provides a simple and flexible way to interact with SAP as a result of a clearly defined agreement framework. For example, now available are streamlined SAP contracts and pricing through a new set of global terms and conditions combined with a single order form.
Through this new integrated approach, SAP provides a single service and support lead for most client engagements. The lead is responsible for driving the development of customer innovation road maps and facilitating solution engineering to ensure an all-inclusive proposal that draws on the full domain of SAP expertise.
The Service & Support organization helps customers reduce complexity and total cost of ownership and navigate rapidly changing technology and business demands. Tackling complexity, agility and speed of innovation are key factors in gaining competitive advantage when transforming to the digital economy.
“We have simplified the way SAP approaches client engagements, ensuring a seamless customer experience focused on business outcomes,” said Michael Kleinemeier, member of the Global Managing Board of SAP SE. “We help our customers transition to the future and keep them ahead of the competition by making business models of the future a reality today.”
A key component of this transformation is a new, unified client engagement model aimed at establishing long-term customer relationships based on driving continuous innovation. The maximum engagement level comes with the SAP MaxAttention offering designed for customers requiring a strategic partnership with SAP. SAP MaxAttention offers end-to-end customer engagement based on the features of the SAP solution portfolio and use of the SAP HANA platform leveraging SAP HANA Cloud Platform as an accelerator. SAP MaxAttention manages the lifecycle of SAP solutions, helps to mitigate risks related to IT transformation and supports continuous business improvements, co-innovation and co-engineering in order to reduce costs.
The innovation framework provided by SAP MaxAttention includes innovation control, operation control and mission control centers. The innovation control center supports and demonstrates prototypes and new business models and processes. The operation control center supports business process operations as well as system operations by increasing end-user efficiency and simplifying software landscapes. The mission control center supports all engagements of SAP MaxAttention in order to address urgent needs. It also monitors all requests from engagement teams.