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Even though the holidays are under execution, the SAP taskforce is hard at work to determine the best path ahead for customers, taking into account the feedback received during the year. SAP looks forward to sharing its decisions on maximizing customer value from our support offerings beginning of 2010.

The strong movement to single, global instances and the flexibility to provide licenses leveraging a global contract/pool, the support offerings and even more important delivery should be homogenous per customer given the current structure of our installed base. The simpler monitoring of support delivery and a common, enterprise covering service level agreement are advantages customers are also requesting.

Maintenance always covers support and innovation providing the customer with the security that their investment is protected in the short run (keeping the system running) but also enables the customer to participate in new findings and best practices while being safe if legal changes are required. This fundamental concept will remain a design principle for any new support offering. SAP Solution Manager has proven itself, even before SAP Enterprise Support, as a valuable tool supporting IT operations. Enabling customers to better monitor systems and process performance is a key asset. Demand is growing to strengthen this functionality and the tools provided for better SAP operations.

SAP Solution Manager will remain the tool SAP is providing to customers to help operate and give transparency, also helping to supply a platform for faster incident resolution as well as helping the customer to execute on suggested improvement measures. SAP Solution Manager remains crucial for even better support execution.
It is almost predictable that the government will continue introducing new ideas, taxes, benefits or other regulatory changes. Keeping the enterprise-critical application current and compliant is necessary and having the system operational and addressing system down scenarios, is elemental to our support to customers.

With more than 30 years experience supporting enterprise critical applications, SAP customers can rely on SAP to deliver what is demanded.

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