SAP AG today announced the availability of MaxAttention, a comprehensive, premium support offering enhancing SAP's existing service portfolio.
In light of the increasing complexity of today's solution landscapes, MaxAttention provides a new level of reliability and support to its customers. MaxAttention is the latest offering as part of a broad range of customer support services available from SAP on a global basis, and is built upon SAP's proven Standard Support. The new premier offering, MaxAttention, is available in two different packages: MaxAttention ServiceLevel and MaxAttention OnSite.
Enriching the SAP Standard Support package with truly premium support, MaxAttention ServiceLevel contains a Service Level Agreement for support requests. It defines initial response times as well as the dispatching time for an on-site team in case of mission-critical, priority-one issues. MaxAttention ServiceLevel coverage includes technical risk management for up to two mission-critical projects, plus named contacts at SAP and expert back office support accessible through customer self-services from SAP.
Another option for premium support above SAP Standard Support is MaxAttention OnSite. MaxAttention OnSite includes the entire MaxAttention ServiceLevel package plus on-site expert knowledge from dedicated consultants permanently at the customer site. These on-site consultants can, for example, manage the maintenance process of mySAP.com solutions, perform root-cause analysis of problems, and provide mentoring on SAP tools.
SAP's competitive Standard Support, included in both packages, consists of 24x7 worldwide support for SAP software and integrated support for mySAP.com solutions and partner products. SAP Standard Support also has the unique advantages of integrating the SAP Solution Manager as the underlying tool and technology platform to help customers implement and operate the mySAP.com solution efficiently. In addition, SAP Standard Support provides access to the SAP Service Marketplace, a service information portal for registered SAP customers, and a number of proactive remote services that improve service responsiveness, tightly link the customers environment to SAP's support centres, increase uptime, and minimise risk.
Kurt Pikl, chief information officer for Egger, one of the three largest wood-based materials producers in Europe, claims: "The engagement with SAP is strategically decisive. Our production and administration depend on optimized operation, and SAP specialists have put us on the right path."
Commenting on MaxAttention, Gerhard Oswald, member of the executive board of SAP AG, said: "We have been listening to our customers, and we have come up with a truly competitive offering. With MaxAttention, customers benefit from SAP's strong commitment to pay maximum attention to our customers' business and their business's success. MaxAttention is designed to make SAP's customers 'mission-ready' companies."
For maximum flexibility, services are also available 'a la carte,' providing customers with the opportunity to pick and choose from three SAP service programs: Safeguarding, Empowering, and Solution Management Optimization. Safeguarding is a proactive service program that monitors the technical implementation process of mySAP.com solutions. It manages technical risk to ensure technical robustness.
The Empowering program equips the customer's support organization with the knowledge they need to manage their solution effectively. Solution Management Optimisation resolves technical issues and strives to reduce the cost of operation and to improve return on investment using sophisticated service procedures delivered by certified engineers.
Keyword: Germany International Europe
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