Today, business transformation is no longer just defined by milestones. Rather, transformation is the result of constant progress and the ability to implement the promise of innovation from the boardroom in daily work processes.

Today, customers across all industries demand simple, predictable and ongoing support to achieve the measurable results they need.

Our service and support portfolio is always geared towards the success of our customers. Combined with our robust toolchain and strong team of experts, it helps companies pursue a clear strategy to adopt SAP's latest innovations, optimize operations, and confidently drive business transformation in a rapidly changing environment.

Faster value creation through continuous transformation

Every company strives to keep up with rapidly changing market conditions. As technology trends change rapidly and expectations rise, adopting artificial intelligence (AI) requires clear priorities and coordinated implementation aligned with business value. Companies expect ongoing support, measurable results and a partner who supports them at every stage of their transformation.

We know what requirements our customers have. They need transparent support offerings and want to achieve predictable results from their investments and be able to more easily integrate innovations into their existing IT infrastructure. This is even more important as AI becomes an integral part of business processes.

For this reason, the introduction of the revised SAP Services and Support portfolio is timely. The portfolio provides clarity into how users work with SAP software and offers a unified customer experience that focuses not on short-term changes but on continuous transformation.

With our revised service and support portfolio, we offer customers a clearer path to introduce innovations, use AI responsibly and use their software landscape securely.

SAP board member Thomas Saueressig

As part of the online seminar Success Unleashed When presenting the revised portfolio, Thomas Saueressig, Member of the Executive Board of SAP SE, Customer Services & Delivery, clearly formulated the goal of this portfolio:

“In our fast-moving environment, customers are looking for orientation,” says Saueressig. “With our revised service and support portfolio, we offer customers a clearer path to innovate, use AI responsibly and use their software landscape securely. The portfolio ensures that continuous transformation is structured and helps to translate strategic priorities into measurable results.”

His message reflects what customers expect from SAP: They want structured and proactive support that is consistent across their entire environment.

Three service plans for measurable business benefits

The revised portfolio offers three service plans with which we meet our customers where they are. Each plan builds on the previous one, offering a flexible model to suit your operational needs. Customers can also combine plans across their software landscape. For example, you can choose the Advanced Success Plan for the SAP SuccessFactors environment while using the Max Success Plan to strengthen your AI, data and analytics strategies.

Foundational Success Plan

This plan, included with every SAP cloud solution, enables customers to use their solutions efficiently and maintain business operations. The plan also helps deliver continued value with specially curated content, training, application lifecycle management solutions, and preventive support for business-critical processes. It builds on the SAP Enterprise Support offering and also includes the technical operation of cloud solutions and activities for introducing solutions.

Advanced Success Plan

With this plan, teams benefit from specialized expertise. Companies receive proactive support so they can identify risks early, accelerate and introduce innovations, and improve processes. With AI support, users can gain insights and make informed decisions. They also have the opportunity to take part in workshops to optimize the use of new functions.

Max Success Plan

This plan represents SAP's most comprehensive service plan for strategic collaboration. It includes all the benefits of the Advanced Success Plan as well as support from dedicated Success Plan Managers. Cross-solution process improvements and the implementation of individual AI use cases round off the plan. The plan is designed for companies that are in the process of managing complex operations as part of their transformation or expanding their use of SAP Business AI.

Vinci Energies, an SAP customer for more than 20 years, looked closely at the service plans. Dominique Tessaro, CIO at Vinci Energies, summed it up as follows: “Depending on the solution, we need a different level of collaboration with SAP. For some solutions we need more support, for others we need a medium level of support with some additional project-specific services. I particularly like this flexibility in the new success plans. Like a vehicle, I can strategically steer the collaboration in the direction that meets our needs.”

Like a vehicle, I can strategically steer the collaboration in the direction that meets our needs.

Dominique Tessaro, CIO Vinci Energies

Faster results through simple processes and collaboration

The revamped portfolio is based on the principle of helping customers achieve value faster and with greater certainty. This means reducing complexity, improving the way support is delivered, and strengthening the partnership between SAP and each customer. It also means supporting companies in introducing innovations, such as SAP Business AI, at a pace that suits them.

Apart from the service plans, customers can enjoy optimized consulting and development services and application management offerings. This means they benefit from additional specialist knowledge for their individual requirements as well as tailored development of solutions and long-term operational resilience. Our product know-how and our industry knowledge form the basis of all offers.

With the introduction of the new portfolio, we can meet the needs of our customers using a modern cooperation model as well as intelligent tools and the expertise of our professionals. The offering provides the structure necessary to support companies in uncertain times, align their transformation with their respective strategy and help them achieve measurable results.

Thomas Pfiester is Head of Customer Engagement & Adoption and member of the extended Executive Board of SAP SE.