SAP Enterprise Support Scope Description
Scope Description for Direct SAP Customers
This describes the general scope of services provided under the SAP Enterprise Support agreement.
Please acknowledge that this is provided for informational purposes only. While it is based on the content of the
service description of the current SAP Enterprise Support agreement template, your agreement version might be
different due to local requirements in your country, as well as the date when you entered into the agreement. Your
SAP Enterprise Support agreement contains the complete statement of legal terms and conditions relating to SAP
Enterprise Support services. Please contact your account executive if you have any questions about your SAP
Enterprise Support agreement.
Please be aware that failure to utilize and comply with the provisions of SAP Enterprise Support provided by SAP
may prevent SAP from being able to identify and assist in the correction of potential problems.
Please note that "Customer" as used here may have the same meaning as "Licensee" in the SAP Enterprise
Support agreement.
Contents
1. Scope of SAP Enterprise Support.......................................................................................................................... 2
Continuous Improvement and Innovation .............................................................................................................. 2
Advanced Support for Enhancement Packages and other SAP Software Updates ............................................... 2
Global Support Backbone ...................................................................................................................................... 3
Mission Critical Support ......................................................................................................................................... 3
Other Components, Methodologies, Content and Community Participation .......................................................... 4
1.1 Global Incident Handling and Service Level Agreement (SLA) ..................................................................... 4
1.1.1. SLA for Initial Response Times ............................................................................................................ 5
1.1.2. SLA for Corrective Action Response Time for Priority 1 Incidents ........................................................ 5
1.1.3. Prerequisites and Exclusions Prerequisites ......................................................................................... 6
Exclusions.............................................................................................................................................................. 6
1.1.4. Service Level Credit ............................................................................................................................. 7
1.2. SAP Support Advisory Center ....................................................................................................................... 7
1.3. SAP Continuous Quality Check..................................................................................................................... 8
1.4. SAP Solution Manager Enterprise Edition under SAP Enterprise Support .................................................... 8
2. Customer´s Responsibilities ................................................................................................................................ 10
2.1. SAP Enterprise Support Program Management ..................................................................................... 10
2.2. Other Requirements ............................................................................................................................... 10
3. Customer Center of Expertise ............................................................................................................................. 11
3.1. Customer COE Certification ................................................................................................................... 11
4. Release and Maintenance Strategy for SAP Software; Third-Party Software ...................................................... 12
Change Log .................................................................................................................................................................. 12
1. Scope of SAP Enterprise Support
SAP Enterprise Support currently includes:
Continuous Improvement and Innovation
◼ New software releases of the licensed Enterprise Support Solutions, as well as tools and procedures for
upgrades.
Enterprise Support Solutions shall mean all software licensed by Customer under the respective SAP
software license agreement and covered by the SAP Enterprise Support agreement.
◼ Support packages - correction packages to reduce the effort of implementing single corrections. Support
packages may also contain corrections to adapt existing functionality to changed legal and regulatory
requirements.
◼ For releases of the SAP Business Suite 7 core applications (starting with SAP ERP 6.0 and with releases
of SAP CRM 7.0, SAP SCM 7.0, SAP SRM 7.0 and SAP PLM 7.0 shipped in 2008), SAP may provide
enhanced functionality and/or innovation through enhancement packages or by other means as available.
During mainstream maintenance for an SAP core application release, SAP´s current practice is to provide
one enhancement package or other update per calendar year.
◼ Technology updates to support third-party operating systems and databases.
◼ Available ABAP source code for SAP software applications and additionally released and supported
function modules.
◼ Software change management, such as changed configuration settings or Enterprise Support Solutions
upgrades, is supported for example with content, tools and information material.
◼ SAP provides Customer with up to five days remote support services per calendar year from SAP solution
architects:
◼ To assist Customer in evaluating the innovation capabilities of the latest SAP enhancement package
and how it may be deployed for Customer´s business process requirements.
◼ To give Customer guidance in form of knowledge transfer sessions, weighted one day, for defined
SAP software/applications or Global Support Backbone components. Currently, content and session
schedules are stated at the SAP Enterprise Support Academy. Scheduling, availability and delivery
methodology is at SAP´s discretion.
◼ SAP gives Customer access to guided self-services as part of SAP Solution Manager Enterprise Edition,
helping Customer to optimize technical solution management of selected Enterprise Support Solutions.
Advanced Support for Enhancement Packages and other SAP Software Updates
SAP offers special remote checks delivered by SAP solution experts to analyze planned or existing modifications
and identify possible conflicts between Customer custom code and enhancement packages and other Enterprise
Support Solutions updates. Each check is conducted for one specific modification in one of Customer´s core
business process steps. Customer is entitled to receive two services from one of the following categories per
calendar year per SAP Software Solution.
SAP Software Solution shall mean a group of one or multiple production systems running Customer Solutions and
focusing on a specific functional aspect of Customer´s business. Details and examples can be found on SAP's
Customer Support Website (as specified in SAP Note 1324027 or any future SAP Note which replaces SAP Note
1324027).
Customer Solution shall mean Enterprise Support Solutions and any other software licensed by customer from
third parties.
◼ Modification Justification: Based on Customer´s provision of SAP required documentation of the scope
and design of a planned or existing custom modification in SAP Solution Manager Enterprise Edition, SAP
identifies standard functionality of Enterprise Support Solutions which may fulfill the Customer´s
requirements (for details see the information sheet "Modification Justification Check" and SAP Standard
for Custom Code Management).
◼ Custom Code Maintainability: Based on Customer´s provision of SAP required documentation of the
scope and design of a planned or existing custom modification in SAP Solution Manager Enterprise
Edition, SAP identifies which user exits and services may be available to separate custom code from SAP
code (for details see the information sheet "Custom Code Maintainability Check" and SAP Standard for
Custom Code Management).
Global Support Backbone
◼ SAP's Customer Support Website - SAP´s knowledge database and SAP´s extranet for knowledge
transfer on which SAP makes available content and services to customers and partners of SAP only.
◼ SAP Notes document software malfunctions and contain information on how to remedy, avoid and bypass
errors. SAP Notes may contain coding corrections that customers can implement into their SAP system.
SAP Notes also document related issues, customer questions, and recommended solutions (e.g.
customizing settings).
◼ SAP Note Assistant - a tool to install specific corrections and improvements to SAP components.
◼ SAP Solution Manager Enterprise Edition - as described in Section 1.4
Mission Critical Support
◼ Global incident 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
1.1.1).
◼ SAP Support Advisory Center - as described in Section 1.2.
◼ Continuous Quality Checks - as described in Section 1.3.
◼ Global 24x7 root cause analysis and escalation procedures in accordance with Section 1.1 below.
◼ Root Cause Analysis for Custom Code: For Customer custom code built with the SAP development
workbench, SAP provides mission-critical support root-cause analysis, according to the Global Incident
Handling process and Service Level Agreements stated in Section 1.1.1, Section 1.1.2 and Section 1.1.3,
applicable for priority "very high" and priority "high" incidents. If the Customer custom code is documented
according to SAP´s then-current standards (for details see SAP Standard for Custom Code
Management), SAP may provide guidance to assist Customer in issue resolution.
Other Components, Methodologies, Content and Community Participation
◼ Monitoring components and agents for systems to monitor available resources and collect system status
information of the Enterprise Support Solutions (e.g. SAP EarlyWatch Alert).
◼ Process descriptions and process content that may be used as pre-configured test templates and test
cases via the SAP Solution Manager Enterprise Edition. In addition the SAP Solution Manager Enterprise
Edition assists Customer´s testing activities.
◼ Content and supplementary tools designed to help increase efficiency, in particular for implementations.
◼ Tools and content for SAP Application Lifecycle Management (shipped via SAP Solution Manager
Enterprise Edition and/or the Enterprise Support Solutions and/or the applicable Documentation for
Enterprise Support Solutions and/or SAP’s Customer Support Website):
◼ Tools for implementation, configuration, testing, operations and system administration
◼ Best practices, guidelines, methodologies, process descriptions and process content. This content
supports the usage of the tools for SAP Application Lifecycle Management.
◼ Access to guidelines via SAP's Customer Support Website, which may include implementation and
operations processes and content designed to help reduce costs and risks.
SAP’s Customer Support Website shall mean SAP’s customer-facing support website under
http://support.sap.com.
◼ Participation in SAP´s customer and partner community (via SAP's Customer Support Website), which
provides information about best business practices, service offerings, etc
1.1 Global Incident Handling and Service Level Agreement (SLA)
When Customer reports malfunctions, SAP supports Customer by providing information on how to remedy,
avoid or bypass errors. The main channel for such support will be the support infrastructure provided by SAP.
Customer may send an incident at any time. All persons involved in the incident resolution process can access
the status of the incident at any time. For further details on definition of incident priorities see SAP Note 67739.
In exceptional cases, Customer may also contact SAP by telephone. Contact details are provided in SAP Note
560499. For such contact (and as otherwise provided) SAP requires that Customer provide remote access as
specified in the applicable SAP Enterprise Support agreement.
The following Service Level Agreements ("SLA" or "SLAs") shall apply to all Customer incidents that SAP
accepts as being Priority 1 or 2 and which fulfill the prerequisites specified herein. Such SLAs shall commence
in the first full Calendar Quarter following the Effective Date of the SAP Enterprise Support agreement. As
used herein, "Calendar Quarter" is the three month period ending on March 31, June 30, September 30 and
December 31 respectively of any given calendar year.
1.1.1. SLA for Initial Response Times
a) Priority 1 Incidents ("Very High")
SAP shall respond to Priority 1 incidents within one (1) hour of SAP´s receipt (twenty-four hours a day, seven
days a week) of such Priority 1 incidents. An incident is assigned Priority 1 if the problem has very serious
consequences for normal business transactions and urgent, business critical work cannot be performed. This is
generally caused by the following circumstances: complete system outage, malfunctions of central SAP
functions in the production system, or Top-Issues, and for each circumstance a workaround is not available.
b) Priority 2 Incidents ("High")
SAP shall respond to Priority 2 incidents within four (4) hours of SAP´s receipt during SAP´s local office time of
such Priority 2 incidents. An incident is assigned Priority 2 if normal business transactions in a production
system are seriously affected and necessary tasks cannot be performed. This is caused by incorrect or
inoperable functions in the SAP system that are required to perform such transactions and/or tasks.
1.1.2. SLA for Corrective Action Response Time for Priority 1 Incidents
SAP shall provide a solution, work around or action plan for resolution ("Corrective Action") of Customer´s Priority
1 incident within four (4) hours of SAP´s receipt (twenty-four hours a day, seven days a week) of such Priority 1
incident ("SLA for Corrective Action"). In the event an action plan is submitted to Customer as a Corrective Action,
such action plan shall include:
◼ Status of the resolution process;
◼ Planned next steps, including identifying responsible SAP resources;
◼ Required Customer actions to support the resolution process;
◼ To the extent possible, planned dates for SAP´s actions; and
◼ Date and time for next status update from SAP.
Subsequent status updates shall include a summary of the actions undertaken so far; planned next steps; and
date and time for next status update.
The SLA for Corrective Action only refers to that part of the processing time when the incident is being processed
at SAP ("Processing Time"). Processing Time does not include the time when the incident is on status "Customer
Action" or "SAP Proposed Solution", whereas
◼ The status Customer Action means the incident was handed over to Customer; and
◼ The status SAP Proposed Solution means SAP has provided a Corrective Action as outlined herein.
The SLA for Corrective Action shall be deemed met if within four (4) hours of processing time: SAP proposes a
solution, a workaround or an action plan; or if Customer agrees to reduce the priority level of the incident.
1.1.3. Prerequisites and Exclusions
Prerequisites
The SLAs shall only apply when the following prerequisites are met for incidents:
◼ In all cases except for Root Cause Analysis for Custom Code under Section 1, incidents are related to
releases of Enterprise Support Solutions which are classified by SAP with the shipment status
"unrestricted shipment";
◼ Incidents are submitted by Customer in English via the SAP Solution Manager Enterprise Edition in
accordance with SAP´s then current support incident handling log-in procedure which contain the relevant
details necessary (as specified in SAP Note 16018 or any future SAP Note which replaces SAP Note
16018) for SAP to take action on the reported incident;
◼ Incidents are related to a product release of Enterprise Support Solutions which falls into Mainstream
Maintenance or Extended Maintenance.
For Priority 1 incidents, the following additional prerequisites must be fulfilled by Customer:
◼ The issue and its business impact are described in detail sufficient to allow SAP to assess the issue;
◼ Customer makes available for communications with SAP, twenty-four (24) hours a day, seven (7) days a
week, an English speaking contact person with training and knowledge sufficient to aid in the resolution of
the Priority 1 incident consistent with Customer´s obligations under the applicable SAP Enterprise Support
agreement; and
◼ A Customer contact person is provided for opening a remote connection to the system and to provide
necessary log-on data to SAP.
Exclusions
For SAP Enterprise Support in particular the following types of Priority 1 incidents are excluded from the SLAs:
◼ Incidents regarding a release, version and/or functionalities of Enterprise Support Solutions developed
specifically for Customer (including without limitation those developed by SAP Custom Development
and/or by SAP subsidiaries) except for custom code built with the SAP development workbench;
◼ Incidents regarding country versions that are not part of the Enterprise Support Solutions and instead are
realized as partner add-ons, enhancements, or modifications are expressly excluded even if these country
versions were created by SAP or an affiliate of SAP;
◼ The root cause behind the incident is not a malfunction, but a missing functionality ("development
request") or the incident is ascribed to a consulting request.
1.1.4. Service Level Credit
For the Service Level Credit please refer to your SAP Enterprise Support agreement.
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1.2. SAP Support Advisory Center
For Priority 1 and Top-Issues directly related to the Enterprise Support Solutions, SAP shall make available a
global unit within SAP´s support organization for mission critical support related requests (the "Support Advisory
Center"). The Support Advisory Center will perform the following mission critical support tasks:
◼ Remote support for Top-Issues - the Support Advisory Center will act as an additional escalation level,
enabling 24X7 root cause analysis for problem identification;
◼ Continuous Quality Check service delivery planning in collaboration with Customer´s IT, including
scheduling and delivery coordination;
◼ Provides one SAP Enterprise Support report on request per calendar year;
◼ Remote primary certification of the SAP Customer Center of Expertise if requested by Customer; and
◼ Providing guidance in cases in which Continuous Quality Checks (as defined in Section 1.3 below), an
action plan and/or written recommendations of SAP show a critical status (e.g. a red CQC report) of the
Enterprise Support Solutions.
As preparation for the Continuous Quality Check delivery through SAP Solution Manager Enterprise Edition,
Customer´s Contact Person (as defined below) and SAP shall jointly perform one mandatory setup service ("Initial
Assessment") for the Enterprise Support Solutions. The Initial Assessment shall be based upon SAP standards
and documentation.
The designated SAP Support Advisory Center will be English speaking and available to Customer´s Contact
Person or its authorized representative twenty-four hours a day, seven days a week for mission critical support
related requests. The available local or global dial-in numbers are shown in SAP Note 560499.
The Support Advisory Center is only responsible for the above-mentioned mission critical support related tasks to
the extent these tasks are directly related to issues or escalations regarding the Enterprise Support Solutions.
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1.3. SAP Continuous Quality Check
In case of critical situations related to the SAP Software Solution (such as go live, upgrade, migration or Top
Issues), SAP will provide at least one Continuous Quality Check (the "Continuous Quality Check" or "CQC") per
calendar year for each SAP Software Solution.
The CQC may consist of one or more manual or automatic remote service sessions. SAP may deliver further
CQCs in cases where vital alerts are reported by SAP EarlyWatch Alert or in those cases where Customer and
the SAP Advisory Center mutually agree that such a service is needed to handle a Top-Issue. Details, such as the
exact type and priorities of a CQC and the tasks of SAP and cooperation duties of Customer, shall be mutually
agreed upon between the parties. At the end of a CQC, SAP will provide Customer with an action plan and/or
written recommendations.
Customer acknowledges that all or part of the CQC sessions may be delivered by SAP and/or a certified SAP
partner acting as SAP´s subcontractor and based on SAP´s CQC standards and methodologies. Customer agrees
to provide appropriate resources, including but not limited to equipment, data, information, and appropriate and
cooperative personnel, to facilitate the delivery of CQCs hereunder.
Customer acknowledges that SAP limits CQC re-scheduling to a maximum of three times per year. Re-scheduling
must take place at least 5 working days before the planned delivery date. If Customer fails to follow these
guidelines, SAP is not obliged to deliver the yearly CQC to the Customer.
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1.4. SAP Solution Manager Enterprise Edition under SAP Enterprise Support
Use of SAP Solution Manager Enterprise Edition (and any successor to SAP Solution Manager Enterprise Edition
provided under the SAP Enterprise Support agreement) shall be subject to the respective SAP software license
agreement and is solely for the following purposes under SAP Enterprise Support:
◼ Delivery of SAP Enterprise Support
◼ Application lifecycle management for Customer IT Solutions. (Customer IT Solutions shall mean Customer
Solution(s) and hardware systems supported by Customer’s IT team.) Such application lifecycle
management is limited solely to the following purposes:
◼ Implementation, configuration, testing, operations, continuous improvement and diagnostics
◼ Incident management (service desk), problem management and change request management as enabled
using SAP CRM technology integrated in SAP Solution Manager Enterprise Edition
◼ mobile application lifecycle management scenarios using SAP NetWeaver Gateway (or equivalent
technology) integrated in SAP Solution Manager Enterprise Edition
◼ management of application lifecycle management projects for Customer IT Solutions using the project
management functionality of SAP Project and Portfolio Management integrated in SAP Solution Manager
Enterprise Edition. (However, the portfolio management functionality of SAP Project and Portfolio
Management is not in scope of SAP Solution Manager Enterprise Edition and will need to be licensed
separately by Customer.)
◼ Administration, monitoring, reporting and business intelligence as enabled using SAP NetWeaver
technology integrated in SAP Solution Manager Enterprise Edition. Business intelligence may also be
performed provided the appropriate SAP BI software is licensed by Customer as part of the Enterprise
Support Solutions.
For application lifecycle management as outlined in this section, Customer does not require a separate
Package license to SAP CRM.
Customer is entitled to use those SAP databases which are listed on SAP’s Customer Support Website that are
generally available to all SAP customers together with SAP Solution Manager. This runtime license is limited to
the use of the relevant database as underlying database of the SAP Solution Manager and limited to the term of
the SAP Enterprise Support agreement.
SAP Solution Manager Enterprise Edition may not be used for purposes other than those stated above. Without
limiting the foregoing restriction, Customer shall especially without limitation not use SAP Solution Manager
Enterprise Edition for:
◼ CRM scenarios such as opportunity management, lead management or trade promotion management
except as CRM scenarios are expressly stated in this section
◼ SAP NetWeaver usage types other than those stated above
◼ Application lifecycle management and in particular incident management (service desk) except for
Customer IT Solutions
◼ Non-IT shared services capabilities, including without limitation HR, Finance or Procurement.
◼ SAP Project and Portfolio Management including but not limited to portfolio management or project
management other than management of application lifecycle management projects as described above
◼ SAP NetWeaver Gateway, except for the mobile application lifecycle management scenarios within the
scope described above
SAP - in its sole discretion - may update from time to time the use cases for SAP Solution Manager Enterprise
Edition under SAP Enterprise Support.
SAP Solution Manager Enterprise Edition shall only be used during the term of the SAP Enterprise Support
agreement subject to the licensed rights for the Software and exclusively for Customer´s SAP-related support
purposes in support of Customer´s internal business operations. The right to use any SAP Solution Manager
Enterprise Edition capabilities under SAP Enterprise Support other than those listed above is subject to a
separate written agreement with SAP, even if such capabilities are accessible through or related to SAP Solution
Manager Enterprise Edition.
Customer shall be entitled to allow any of its employees to use web self-services in the SAP Solution Manager
Enterprise Edition during the term of the SAP Enterprise Support agreement like creating support tickets,
requesting support ticket status, ticket confirmation and change approvals directly related to the Customer IT
Solutions.
Use of SAP Solution Manager Enterprise Edition may not be offered by Customer as a service to third parties
even if such third parties have licensed SAP Software and have licensed Named Users; provided, third parties
authorized to access the SAP Software under the Agreement may have access to SAP Solution Manager
Enterprise Edition solely for SAP-related support purposes in support of Customer´s internal business operations
under and in accordance with the terms of the SAP Enterprise Support agreement.
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2. Customer´s Responsibilities
2.1. SAP Enterprise Support Program Management
In order to receive SAP Enterprise Support, Customer shall designate a qualified English speaking contact within
its SAP Customer Center of Expertise ("Customer COE") for the Support Advisory Center (the "Contact Person")
and shall provide contact details (in particular e-mail address and telephone number) by means of which the
Contact Person or the authorized representative of such Contact Person can be contacted at any time.
Customer´s Contact Person shall be Customer´s authorized representative empowered to make necessary
decisions for Customer or bring about such decision without undue delay.
2.2. Other Requirements
In order to receive SAP Enterprise Support, Customer must further satisfy the following requirements:
◼ Continue to pay all Enterprise Support Service Fees in accordance with the respective SAP software
license agreement and the SAP Enterprise Support agreement.
◼ Otherwise fulfill its obligations under the respective SAP software license agreement and the SAP
Enterprise Support agreement.
◼ Provide and maintain remote access via a technical standard procedure as defined by SAP and grant SAP
all necessary authorizations, in particular for remote analysis of issues as part of incident handling. Such
remote access shall be granted without restriction regarding the nationality of the SAP employee(s) who
process incidents or the country in which they are located. Customer acknowledges that failure to grant
access may lead to delays in incident handling and the provision of corrections, or may render SAP unable
to provide help in an efficient manner. The necessary software components must also be installed for
support services. For more details, see SAP Note 91488.
◼ Establish and maintain an SAP certified Customer COE meeting the requirements specified in the
applicable SAP Enterprise Support agreement.
◼ Have installed, configured and be using productively, an SAP Solution Manager Enterprise Edition
Software system, with the latest patch levels for Basis and the latest SAP Solution Manager Enterprise
Edition support packages.
◼ Activate SAP EarlyWatch Alert for the production systems and transmit data to Customer´s productive
SAP Solution Manager Enterprise Edition system. See SAP Note 1257308 for information on setting up
this service.
◼ Perform the Initial Assessment as described in Section 1.2 and implement all the recommendations of
SAP classified as mandatory.
◼ Establish a connection between Customer´s SAP Solution Manager Enterprise Edition installation and
SAP and a connection between the Enterprise Support Solutions and Customer´s SAP Solution Manager
Enterprise Edition installation.
◼ Customer shall maintain the solution landscape and core business processes in Customer´s SAP Solution
Manager Enterprise Edition system for all production systems and systems connected to the production
systems. Customer shall document any implementation or upgrade projects in Customer´s SAP Solution
Manager Enterprise Edition system.
◼ To fully enable and activate the SAP Solution Manager Enterprise Edition, Customer shall adhere to the
applicable documentation.
◼ Customer agrees to maintain adequate and current records of all modifications and, if needed, promptly
provide such records to SAP.
◼ Submit all incidents via the then current SAP support infrastructure as made available by SAP from time to
time via updates, upgrades or add-ons.
◼ Inform SAP without undue delay of any changes to Customer´s installations and Named Users and all
other information relevant to the Enterprise Support Solutions.
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3. Customer Center of Expertise
3.1. Customer COE Certification
Customer must establish a certified Customer COE upon the later to occur of the following:
◼ Within twelve (12) months after the Effective Date or
◼ Within six (6) months after Customer has started using at least one of the Enterprise Support Solutions in
live mode for normal business operations.
To obtain the then-current primary Customer COE certification or re-certification by SAP, the Customer COE
undergoes an audit procedure. Detailed information on the initial certification and re-certification process and
conditions, as well as information on the available certification levels, is available at
https://support.sap.com/en/offerings-programs/ccoe.html.
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4. Release and Maintenance Strategy for SAP Software; Third-Party
Software
◼ In the event SAP licenses third party software to Customer under the respective SAP software license
agreement, SAP shall provide SAP Enterprise Support on such third-party software to the degree the
applicable third party makes such support available to SAP. Customer may be required to upgrade to
more recent versions of its operating systems and databases to receive SAP Enterprise Support. If the
respective vendor offers an extension of support for its product, SAP may offer such extension of support
under a separate written agreement for an additional fee.
◼ SAP Enterprise Support is provided according to the current maintenance phases of SAP software
releases as stated in SAP Maintenance Strategy.
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Change Log
2008-11-06
◼ Original Version
2009-05-14
◼ General update
2010-07-17
◼ 2 Scope of SAP Enterprise Support; Continuous Improvement and Innovation
◼ 2.4 SAP Solution Manager Enterprise Edition
◼ 4.3 Customer COE Certification
2010-12-09
◼ Sections removed (in whole or in part) because they contain purely legal terms or are country-specific:
Definitions; Customer Center of Expertise; Service Level Credit, Verification; Other Terms and
Conditions
◼ Sections renumbered
◼ Minor updates throughout
2013-01-07
◼ Layout adapted
2016-04-29
◼ Update: Term "message" replaced by "incident"; references to "SAP Service Marketplace" replaced by
generic reference; some links adapted; redundancies related to "content" removed - relevant passages
summarized in a new paragraph
2020-02-27
◼ Links updated
◼ Solution Manager usage rights updated
