Support for digital business models

SAP Preferred Care for SAP Enterprise Support builds on SAP Enterprise Support and offers additional operational support from SAP. It includes extended service level agreements, additional services and a dedicated contact person at SAP.

"SAP offers its customers an exceptional basis for their support. The SAP Preferred Care service offers additional support and is already a success in the market with our cloud customers"

said Michael Rieder, Senior Vice President, Global Head of Enterprise Support & Premium Engagements at SAP.

Companies today need to mitigate the risks that arise from an interruption to business operations. They must also be able to take corrective action as quickly as possible.

Others are dependent on practical support in the course of their digital transformation. With the on-premise edition, SAP offers customers additional support and protection for their company and their investments in digitalized processes.

"Companies want to tackle digital transformation quickly, but need additional support due to the growing complexity of the entire IT landscape"

said Elaina Stergiades, Research Manager at IDC.

"Offerings like SAP Preferred Care can provide the additional support resources companies need to adopt new technologies and gain a strategic competitive advantage."

The on-premise edition complements the existing cloud edition of SAP Preferred Care. It provides customers with hybrid IT environments with experts for cloud and on-premise solutions and offers them improved holistic support as part of the SAP One Support program.

The on-premise edition is aimed at customers with increased support requirements for flexible needs, service options, extended scope of services and additional resources. Customers are assigned their own Customer Success Manager, who ensures optimized control of support messages via remote access and coordinates their processing.

As a supplement to the SAP Enterprise Support Academy program, customers can exchange information with a product expert for a specific productive SAP software component via remote access for one year.

Based on continuous quality checks, the on-premise edition offers additional remote services from SAP for optimized implementations and system operation.

Thanks to extended service level agreements, customers should benefit from even faster processing of problems.