Understanding the differences between SAP Enterprise Support (ES), Standard Support (StS), and Application Management Service (AMS) involves recognizing each service’s unique scope and offerings. This article aims to clarify these distinctions.
Enterprise Support is a comprehensive service provided by SAP that focuses on continuous improvement and fostering innovation. It includes assistance with new software releases, support packages, and access to source code. Organizations benefit from up to five days of remote support per year from SAP architects and access to the Solution Manager tool. Enterprise Support also features a global support backbone with a vast knowledge base and SAP Notes. Mission-critical support involves effective incident handling, continuous quality checks, and root cause analysis for custom code, ensuring businesses maintain optimal performance and quickly address issues.
Standard Support from SAP also promotes continuous improvement and innovation. It provides access to new software releases, support packages, and available source code. Standard Support includes incident handling, covering incidents with SAP Notes, and remote services such as Going Live Check, Upgrade Check, and OS/DB Migration Check. Customers have access to the Solution Manager, though with some limitations compared to Enterprise Support.
Application Management Services (AMS) enable organizations to delegate the management of their SAP systems to a third-party provider. AMS allows for outsourcing specific functions or the complete management of the software infrastructure. While often discussed in the context of on-premises or hybrid solutions, AMS can also extend to fully cloud-based systems, providing additional services tailored to managing such environments.
Distinctive Features
Purpose
Enterprise or Standard Support is essential for any SAP system user. It offers critical services such as system updates (both technical and administrative, including adaptations to legislative changes) and SAP Notes that provide corrections or descriptions of system deficiencies. These services are vital for maintaining the system. Additionally, they facilitate direct incident reporting to SAP, crucial for identifying and resolving functional defects.
Application Management Service (AMS) offers a cost-effective solution for managing SAP systems. It enables clients to outsource software management tasks either partially or fully, leveraging the expertise of the AMS provider to supplement or replace their internal team. An AMS provider monitors and manages applications, handles support service requests, and addresses incidents. They can also assist with deploying new servers, planning relocations, and more, ensuring comprehensive support for the client’s SAP environment.
Delivery
The primary distinction between SAP Enterprise/Standard Support and Application Management Service lies in who delivers the service.
SAP Enterprise/Standard Support is provided directly by SAP or through an authorized partner. In these cases, the partner is responsible for delivering the full services stipulated in the contract.
On the other hand, Application Management Service (AMS) is offered by a third-party company. While this provider doesn’t necessarily need to be a certified SAP partner, choosing an SAP-authorized company like VE3 can ensure a higher level of service.
Service Level Agreement
Traditionally, a Service Level Agreement (SLA) between the client and the service provider is defined by two key parameters: Initial Response Time (IRT) and Maximum Processing Time (MPT).
For Enterprise/Standard SAP support, the SLA ensures handling all incidents, but it specifically covers incidents that significantly impact business processes. Response and processing time estimates are provided only for those critical incidents.
In contrast, Application Management Service (AMS) offers customized SLAs based on the client’s needs. This includes guaranteed Initial Response Time (IRT) and Maximum Processing Time (MPT) for incidents of all priorities, ensuring a more tailored and responsive support experience.
Working Hours
With SAP Enterprise/Standard Support, incidents are addressed 24/7. If the service is provided through an SAP partner, incidents are managed by the partner’s staff during their working hours. Outside these hours, high-priority incidents are automatically routed to SAP employees, while lower-priority incidents are deferred until the partner’s next working day.
In contrast, Application Management Support (AMS) allows clients to select their preferred service schedule. Options include the service provider’s working hours, the client’s working hours, extended hours (12-hour coverage instead of the usual 8), extended or shifted coverage within the working week (including weekends and holidays or adjusting weekends), or full 24/7 coverage.
Issue Escalation
With Enterprise/Standard SAP support, you can escalate incidents that significantly impact business processes or when you need to expedite issue resolution. You must request priority escalation through the Customer Interaction Center (CIC) to initiate this. Similarly, you can request escalation from an SAP partner through their customer support service.
In the case of Application Management Support (AMS), clients can work with a coordinator or a personal account manager. The coordinator manages several projects simultaneously, ensuring SLA compliance and proper issue resolution, including escalation when necessary.
A personal account manager, however, is dedicated to a single client, providing regular feedback and ensuring maximum client satisfaction with the service level.
Service Provider's Integration into the Existing Support Infrastructure
With Enterprise/Standard SAP support, the client is responsible for integrating the service provider into their IT infrastructure. The client has the right to use the SAP Solution Manager (SolMan) and can either deploy it independently or utilize the partner’s SolMan. All incidents are managed through the Solution Manager. Additionally, the client can establish a Customer Center of Expertise comprising employees knowledgeable about the company’s IT landscape and business processes, who can communicate directly with SAP or an SAP-certified partner.
In contrast, with Application Management Support (AMS), the contractor can independently handle all SAP support tasks, including providing their own Service Desk or integrating into the client’s IT department. The contractor manages the integration of their systems and applications with those of the client, collaborates with the client’s IT team, handles IT support tasks either partially or fully, and establishes efficient workflows with the client’s business users and IT department, as well as with SAP.
Scope
Enterprise/Standard SAP Support offers services essential for maintaining a stable and efficient system. This includes custom code development, preparation of standardized code documentation, and root cause analysis for custom code issues.
On the other hand, application Management Support (AMS) provides a broader scope, encompassing the analysis and resolution of issues across all system code, including updates and fixes from the vendor. The service provider also examines and modifies z-code for optimization and error resolution. AMS often includes time slots for minor change requests that don’t require separate projects.
Additionally, AMS may cover:
- Consulting services
- Deployment and configuration services for SAP systems, including system updates and infrastructure configuration (virtual machines, databases, operating systems)
- Training and guidance for the client’s teams
- Development of customized how-to guides
- Security management and the development of role and authorization concepts
Both Enterprise/Standard SAP Support and AMS include services that support the future development and usage of new versions of implemented products and the development of the IT landscape to accommodate new products.
Support Infrastructure
With Enterprise/Standard SAP Support, client companies are granted the rights to use the SAP Solution Manager and must utilize it for interactions with SAP.
The support infrastructure is typically established according to the ITIL (IT Infrastructure Library) methodology and includes several key components:
- ITSM (service desk)
- Project management
- Solution documentation
- Test management
- Change request management
Additionally, it encompasses technical monitoring tools, such as Early Watch Alerts, for proactive issue identification by Basis specialists. The system can be deployed on the client’s or the partner’s servers.
With Application Management Support (AMS), the service desk can be provided by either the client or the service provider. Proactive monitoring tools are chosen based on the preferences of both the partner and the client. Early warning reports can also be provided to client employees.
While the SAP Solution Manager is a mandatory choice for Enterprise/Standard Support, AMS allows for flexibility in incident registration methods, including hotline, emergency line, or service desk. Although technical issues are preferred to be submitted in writing, voice communication is permitted in emergencies to expedite the process.
Reporting options are less critical for clients using Enterprise/Standard Support since the service costs are fixed. However, understanding the scope of performed SAP services is crucial for AMS. Therefore, partners typically provide standard reports or customize them to meet the client’s needs.
Cost
For Enterprise/Standard Support, the cost model is based on a percentage of the license cost, with the rate varying depending on the type of support.
In contrast, Application Management Support (AMS)offers more flexible pricing options. These can include service subscriptions, Time and Material (T&M) agreements, subscriptions with T&M extension options, and combined models tailored to specific client needs.
Conclusion
Vendor support (Enterprise/Standard) offers a foundational framework for maintaining system updates and addressing bugs in the source code. Application Management Support (AMS) significantly enhances these services by enabling the outsourcing of software system maintenance, customizing system operations, ensuring stable and efficient performance, staying current with updates, and providing various additional services. This approach allows the client’s IT department to shift its focus from operational tasks to strategic planning.
As a Platinum SAP Partner, VE3 can deliver Enterprise/Standard support for SAP solutions and comprehensive Application Management Services.
Connect with VE3 today to learn how we can optimize your SAP system and support your business’s strategic goals.
