SAP Simplifies Service and Support

SAP SE has transformed its service, support and custom development operations to help customers innovate faster and simplify their experience with SAP, the company said. Now SAP contracts and pricing are streamlined through a new set of global terms and conditions combined with a single order form.

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.