SAP AG has expanded the SAP support program to better serve customers moving to cloud or hybrid deployment models, with a new offering, SAP ONE Support.
SAP ONE Support is designed to provide a single access point regardless of technology, deployment method or SAP solution, to streamline how support is delivered across business process scenarios. TO be delivered through the existing SAP Enterprise Support offering, SAP ONE support will not involve extra cost for customers.
The company said the new support option is particularly aimed at helping enable customers transition to the SAP Cloud powered by SAP HANA.
“By building on and expanding the SAP support program via SAP ONE Support, we can remove complexity and add the flexibility and simplicity of the SAP Cloud tailored to the individual needs of our customers,” said Gerhard Oswald, member of the Executive Board of SAP AG, Scale, Quality and Support.
Among the enhanced services as part of the SAP ONE offering, SAP is offering an incident management process and integratd mission critical support for customers’ end to end solutions, including hybrid scenarios and landscapes, and it plans to launch a universal free phone number, ‘Call 1 SAP’, during the second quarter of 2014. Further elements of the support offering will be unveiled during 2014 and beyond.
SAP Standard Support will continue to be offered as a “basic support” model for on-premise solutions.
Elaina Stergiades, research manager, IDC said managing support across multiple solutions in hybrid IT environment can significantly increase the complexity of IT operations.
“Programs like SAP ONE Support, with a focus on comprehensive support delivery, can help customers integrate cloud technology, reduce complexity in daily operations and maximize their IT investments,” she said.
