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New Maintenance Offering Provides Enhanced Level of Support to Keep Customer Solutions at Optimum Power
HANNOVER, CeBIT - March 13, 2002 - SAP AG (NYSE: SAP) today announced the availability of MaxAttentionTM, 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 centers, increase uptime, and minimize 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 ‘ŕ 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 Optimization 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.
About SAP
SAP is the world’s leading provider of e-business software solutions. Through the mySAP.com® e-business platform, people in businesses around the globe are improving relationships with customers and partners, streamlining operations, and achieving significant efficiencies throughout their supply chains. Today, more than 17,000 companies in over 120 countries run more than 44,500 installations of SAP® software. With subsidiaries in over 50 countries, the company is listed on several exchanges including the Frankfurt stock exchange and NYSE under the symbol “SAP.” (Additional information at http://www.sap.com)
Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as “believe,” “estimate,” “intend,” “may,” “will,” “expect,” and “project” and similar expressions as they relate to SAP are intended to identify such forward-looking statements. SAP undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect SAP’s future financial results are discussed more fully in SAP’s filings with the U.S. Securities and Exchange Commission (the “SEC”), including the SAP Annual Report on Form 20-F for 2000 filed with the SEC on March 28, 2001. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.
Copyright © 2002 SAP AG
SAP, the SAP logo, mySAP.com, mySAP, MaxAttention and all other SAP products and services mentioned herein are trademarks or registered trademarks of SAP AG in Germany and several other countries.
Other product or service names mentioned herein are the trademarks of their respective owners.
For more information, press only:
Hilmar Schepp, SAP AG, +49 (6227) 7-46799, press@sap.com
SAP America, Inc., Press Office, +1 (610) 661-3200
Catherine Malone, Burson-Marsteller, +1 (617) 241-2890, catherine_malone@sfo.bm.com
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