For customers with SAP Enterprise Support contracts, SAP provides a range of remote services to help them run their SAP systems in the optimum way. There is no additional charge for these services; they are included in SAP Enterprise Support.
In addition, there are also services available for partners participating in the SAP PartnerEdge program. These services range from remote checks to live interactive knowledge sharing sessions by technical experts.
One of the responsibilities of partners providing VAR-delivered support is to facilitate the service delivery process on behalf of their customers. This includes booking the services, ensuring that the customer understands the prerequisites and is prepared for delivery, and implementing the recommendations resulting from the service.
This guide explains how to book the services, service entitlements under SAP Enterprise Support and addresses some frequently asked questions. Please see the Maintenance Exhibit 4.1 of the PartnerEdge VAR agreement for full terms and conditions.