Update:
07/10/2014: Old but really interesting, a partner guide to book ESS Enterprise Support Services by Joao Oliveira
PARTNERS’ GUIDE TO BOOKING SAP ENTERPRISE SUPPORT SERVICES
Hello, on that question from Amarendra reddy Gangulakunta
SAP Continuous Quality Checks and the SAP Improvement Services connect you with an SAP Expert. Our experts analyze your system and/or situation based on real life data from your systems and/or solution. Depending on the topic you will also be given the chance to provide further information (i.e. via questionnaire) that will be part of the analysis. After each service you will receive a service report with an executive summary, findings and a detailed action plan to mitigate risks or continuously improve your situation and remember than Enterprise Support customers supported by partnner always get one service per productive system per year and on the other side Standard Support customers supported by partners get one service per installation per year.
About PSLE Customers (Large Enterprises), can run automatic services by themselves if they are running certain version of Solution Manager. Also customers entitlement is not always one service per productive system per year, as this depends if they are supported by a partner or not.
For more information about any service requirement you can send a support incident with SV-BO-REQ component.
Services formerly grouped under “Remote Services” are now being marketed together with SAP Enterprise Support as SAP Technical Quality Checks (TQCs)
From my understanding TQC was the previous name for CQC but I will confirm that for you as I am not sure. At the moment there are two types of services available for customers, CQCs (targeted for ES customers) and remote services (targeted for Standard customers). Some of the remote services for standard support are essentially the same as some CQCs, just the name differs. For example, a CQC for Implementation is the equivalent of a ‘Go Live Check’.
You have to create a OSS message with the component ( SV-BO-REQ ).
Contact with SAP to notify them (phone, mail), check sap note 560499 to find correct contact details and attach the next information:
- Sap customer number
- Service requested ( go-live)
- Installation number
- Go live date / time
- Check that the service can be delivered by SAP with SAP note ( 1170668 )
- Check technical pre-requisites from your SAP Solution Manager ( 1172939 )
3.- Select your Service.
Before you select your service you have to ask you the next question to make easy to find the correct condition for the delivery.
3.1.- The Service is inside condition TQC*YEAR*ProductiveSystem for allow you to request the service without any charge?
Then Select the correct one:
– GoingLive Check
– GoingLive Functional Upgrade
– OS/DB Migration Check.
3.2.- Is the system down ?
If the system is down you have mandatory conditions to allow you to request the service as free of charge.
– The request has the limitation as TQC*year*customer.
– The request is that condition is always done trough a support message with component SV-BO-REQ.
– A Solution Manager system at the highest SP level connected to the system.
You can request one of the next services if the system is in a critical situation and the productive system is down.
- SAP Business Process Performance Optimization.
- SAP Data Volume Management.
- SAP Security Optimization.
- SAP Technical Performance Optimization Database.
- SAP Upgrade Assessment.
* You have to task your PSA for the conditions about
- www.service.sap.com/goinglivecheck SAP recommendations for any Go-Live project.
- www.service.sap.com/goinglive-fu Information and check to take in consideration for any upgrade.
- www.service.sap.com/earlywatch How work ewa as a service from solution manager.
- www.service.sap.com/ewa System monitoring as a fundamental of ewa.
- www.service.sap.com/osdbmigration SAP Support for your Migrations.
- www.service.sap.com/solutionmanager Central Point of Information related to solution manager.
- www.service.sap.com/supportofferings To know the difference from Standard Support and Enterprise Support.
- www.service.sap.com/safeguarding SAP Safeguarding is a portfolio of services
- http://service.sap.com/esacademy Central access point of SAP different Service to Enterprise
5.- SAP Remote Services Catalog:
http://service.sap.com/rpo -> Inside “more SAP support offerings” -> “Support Services”
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Service & Description |
Aditional Information |
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The SAP EarlyWatch Check analyzes the components of your SAP solution, your operating system and database to determine how to optimize performance and keep your total cost of ownership to a minimum. EarlyWatch Checks are automatically triggered by the SAP EarlyWatch Alert which automatically monitors your SAP solution. |
This service is available as part of an SAP support offering, and can also be ordered as a single service. To order, please contact your local Support Center (see SAP Note 560499). |
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[TQC*Y*C] (always 2 month before go live) The SAP GoingLive Check consists of three service sessions – Analysis, Optimization and Verification – that are delivered by certified consultants through a remote connection. |
This service is available as part of an SAP support offering, and can also be ordered as a single service. To order, please contact your local Support Center (see SAP Note 560499). |
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SAP GoingLive Functional Upgrade Check [TQC*Y*C] (in some cases it’s detemrinated by SAP) A changing business environment requires constantly the adaption of your business solutions and may lead to release upgrades of your SAP systems. To facilitate SAP release upgrades, SAP offers the SAP GoingLive Functional Upgrade Check that optimally prepares your system to operate efficiently in the upgraded environment. The SAP GoingLive Check usually consists of two service sessions: an analysis session and a verification session for all upgrade projects. |
This service is available as part of an SAP support offering, and can also be ordered as a single service. To order, please contact your local Support Center (see SAP Note 560499). |
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[TQC*Y*C] (always 2 month before go live) If at any stage of the SAP software life cycle you should need to change your operating system and/or database, the SAP OS/DB Migration Check optimally prepares you for a successful migration and supports smooth continued operations on the new platform. |
This service is available as part of an SAP support offering, and can also be ordered as a single service. To order, please contact your local Support Center (see SAP Note 560499). |
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SAP Remote Performance Optimization The SAP Remote Performance Optimization Service tackles bottlenecks having a large impact on your system performance. It focuses on SQL statement optimization, customer program optimization, application optimization or on the analysis of the SAP R/3 basis. |
This service is available as part of an SAP support offering and can also be ordered as a single service by SAP Enterprise Support customers and SAP PSLE customers. To order, please contact your local Support Center (see SAP Note 560499). |
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SAP Security Optimization Service (always 2 month before go live) The SAP Security Optimization service is designed to verify and improve the security of the SAP systems of customers by identifying potential security issues and giving recommendations on how to improve the security of the system. |
This service is available as part of an SAP support offering and can also be ordered as a single service by SAP Enterprise Support customers and SAP PSLE customers. To order, please contact your local Support Center (see SAP Note 560499). |
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(always 2 month before go live) The SAP Upgrade Weekend Support is delivered remotely by two SAP support consultants. In line with your upgrade project, SAP schedules SAP Upgrade Weekend Support to minimize risk during your upgrade’s go-live date. This date generally lies on a weekend, an extended weekend or over holidays. Two SAP support consultants are on-duty for your upgrade project team. If an issue arises, the SAP support consultants ensure that the message processing cycle begins and that SAP’s global resources are readily accessible. |
This service is available as part of an SAP support offering, and can also be ordered as a single service. To order, please contact your local Support Center (see SAP Note 560499). |
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*System Down Estrategia de verificación en el crecimiento de datos que nos ayudará a evitar problemas futuros con el tamaño de la base de datos. |
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*System Down |
Preparing the SAP security Optimization, docu |
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SAP Tech. Optimization Database *System Down |
I don’t have information from that service as a TQC |
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SAP Upgrade Assessment |
6.- CQC’s, more information from marketplace:
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Service |
Content |
Info Sheet |
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CQC Business Process Analysis and Monitoring |
The continuous quality check business process analysis and monitoring within SAP Enterprise Support helps to optimize the return on the customer?s investment in SAP ERP, SAP CRM or SAP SRM software, by identifying optimization potential for the customer’s core business processes. |
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CQC Business Process Performance Optimization |
The SAP Business Process Performance Optimization continuous quality check service analyzes and optimizes the performance of business processes. |
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CQC Configuration Check |
The continuous quality check configuration check proactively supports the going-live of a SAP NetWeaver? Business Warehouse Accelerator (SAP NetWeaver BW Accelerator) system. |
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CQC Data Volume Management |
Data volume management within the SAP Enterprise Support service portfolio helps to reduce the total cost of ownership (TCO) by minimizing the database size and/or the monthly data growth of SAP systems and SAP system landscape solutions. |
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CQC Downtime Assessment |
The SAP Downtime Assessment service is a technical service to minimize downtime during an ABAP system update. The service is valid for technical upgrades of SAP systems, enhancement package installations, and support package installations with the SAP enhancement package installer tool. |
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CQC EHP Installation Check |
The continuous quality check enhancement package installation check performs a detailed technical analysis of your core SAP system to support this planning process. |
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CQC EarlyWatch Check |
The continuous quality check SAP EarlyWatch Check analyzes the components of your SAP solution, your operating system, and your database to determine how to optimize performance and keep your total cost of ownership to a minimum. |
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CQC for Implementation |
The continuous quality check for implementation service guides you to a smooth start-of-production and a technically robust operation of your SAP software solution. Through a defined delivery plan, your core business processes and interfaces are optimized and the GoLive of your implementation is secured. |
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CQC for Upgrade |
The continuous quality check for upgrade service is most applicable when you are preparing for an SAP upgrade to your SAP system. It optimally prepares your system. It ensures that your SAP solution continues to operate efficiently in the new software environment by acting proactively before technical problems can occur. |
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CQC Going Live Support |
The continuous quality check going live support service within continuous quality checks is a standardized method to support companies during their critical go-live steps. |
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CQC Integration Validation |
The continuous quality check integration validation provides a technical validation of the business process from end to end, including interfaces with focus on performance and technical correctness. |
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CQC OS/DB Migration Check |
The continuous quality check SAP OS/DB Migration Check accompanies the migration of an SAP system from one operating system to another, or one database product to another, or both. |
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CQC Security Optimization |
The continuous quality check SAP Security Optimization is designed to check the security of your SAP system. This service comprises a system analysis and the resulting recommendations for system settings. |
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CQC Technical Performance Optimization |
The continuous quality check technical performance optimization service focuses on the optimization of the throughput on the database. |
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CQC Transport Execution Analysis |
The continuous quality check transport execution analysis service measures your transport strategy and gives you important indicators for the quality of your software change management process. |
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CQC Upgrade Assessment |
The continuous quality check SAP Upgrade Assessment service performs a detailed technical analysis of your core SAP system to support this planning process. |
7.- TQC information library
https://websmp104.sap-ag.de/~form/sapnet?_FRAME=CONTAINER&_OBJECT=011000358700000925812011E
8.- Additional information related to service delivery from SAP AGS
Conditions of SAP AG for consulting and service.pdf
9.- Improvement Services ( just found that while writing that post, I never used that 2 services )
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Service |
Content |
Info Sheet |
Overview |
Sample Report |
How to Order |
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SAP Modification Justification Check |
The objective of the SAP Modification Justification Check is to provide expert advice on how to avoid SAP source code modifications whenever possible by using SAP standard functionality or by taking advantage of the SAP Enhancement Framework. |
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SAP Custom Code Maintainability Check |
The custom code maintainability check evaluates the quality of your custom development project with regard to future upgradeability and maintainability. |
Regards,
Luis
It might also be a good idea to have a list of what CQC services are available for the various technology platforms. I think the CQC page at the SMP has this, so it might be link-able.
Example, Business Objects isn’t supported for the security optimization; I assume SUP is in a similar boat.
Good idea Billy, i will try to update adding a column with supported system in each service.,
Thanks,
Luis
Hello Luis, how have you been?
thank you for your comprehensive summary. Customers have sometimes challenges if not accustomed with getting these services. so helps a lot.
about BOBJ, SUP, and other products’ service availability, it is complaicated, so need to check with Support Contact for each.
Thank you,
Hello Shiroh ¡¡
I was a little busy on a project preparation those days 🙂
I think that i have found some notes about some system availability in each service; i will try to update as soon as i can.
Best regard and see you soon for that hangout,
Thanks, Luis. very good.
BTW, the system availability changes very often. so recommend you specify notes as a sustainable content.
thanks, Shiroh
Hi Lluis,
Thanks for the blog, however in my opinion the information is not accurate.
CQCs are only available for ES customers. Standard support customers are entitled only to what you call remote services. Also, some of those services are only available as billable, like the upgrade weekend support. Also PSLE customers (large enterprises) can run automatic services by themselves if they are running certain version of Solution Manager. Also customers entitlement is not always one service per productive system per year, as this depends if they are supported by a partner or not.
I would suggest customers that require a remote service/CQC or just information about their entitlement to open a support incident on the SV-BO-REQ component.
Best regards,
Miguel Alonso
Thanks for the information Miguel, i will update the post with your comment about CQC for Standard and/or Enterprise. But my post is for TQC for channel customers.
Is the same your ES confirmation for channel customers where is the partner that holds the SAP licenses ?
Saludos,
Luis
Hi Luis,
Yes that’s correct. ES customers supported by partners always get one service per productive system per year.
Only standard support customers that are supported by partners get one service per installation per year.
From my understanding TQC was the previous name for CQC but I will confirm that for you as I am not sure. At the moment there are two types of services available for customers, CQCs (targeted for ES customers) and remote services (targeted for Standard customers). Some of the remote services for standard support are essentially the same as some CQCs, just the name differs. For example, a CQC for Implementation is the equivalent of a ‘Go Live Check’.
Let me know if you need more clarifications.
Regards,
Miguel
Thanks Miguel, at the moment is enough.
Regards,
Luis
A very handy and useful overview!
Thank you!
I know this may be an old thread, but sharing a document on the Enterprise Support Services as well as the number of entitlements:
https://service.sap.com/~sapidb/011000358700000975582013E/SAP_ESS_Partners_English.pdf