Support and Services

Service and Support Infrastructure

Online Service System

SAP AG

SAP AG

TAMM10 4.0B

5-1

Overview: Support & Services

TeamSAP Academy
R/3 Overview &
Integration

Getting Started

R/3 Applications
FI

SD

F in an cial
Accou nting

Sa
Sales
le s &
&
Distribution

CO

MM
Materials
Materia ls
PP Mgmt
Produc tion
Plan
Plan ning
ning

QM
Quali ty
Mgmt

Controllin
C ontro lling
g

AM

R/3

Asset
mt
Asset Mg
Mgmt

PS
Client / Server Projec
t
System
ABAP
PM
WF

Plant
Plan t MainMain tena
nce
tenance

HR

Human
Resou rces

Workflow

IS

Industry
Solutions

Support & Services

System-Wide Concepts

SAP AG

SAP AG

TAMM10 4.0B

5-2

SAP R/3 Service & Support: Infrastructure

R/3
customer

SAP

Regional Centers
Headquarters
(7x24)
Local

Service
Center

Software
Factory

Regional
Support

Development
Support

Regional

Central

Local Support
Training
Consulting

Partners
Local
Consulting
Technology

System houses
Hardware

...

Implementation
R

SAP AG

SAP international subsidiaries (local)

Training
Consulting
Local support
Regional Service & Support Center (regional)
Regional service and support for Europe, Americas, Asia and Australia
Depth processing of support (7 x 24h)
Headquarters (central)
Development
Strategic service and support planning
Coordination of service and support activities

SAP AG

TAMM10 4.0B

5-3

R/3 Online Service System (OSS)

Functions

SAP

Customer

Problem messages

Notes

Hot News

Online corrections

Service requests

SAP Software Change Registration

Training details

Maintenance of customer master data

OSS

Partner

SAP AG

Report problems on customer R/3 Systems.

Find Notes in OSS using keywords.
Example: Search on Contact to find SAP contacts for any topic.
Display the latest from SAP (HotNews).
Example: News of Hot Packages or new OSS functions.
Generate and fetch developer keys (from Rel. 3.0) for developers and also for SAP standard objects.
Import preliminary corrections right into your R/3 System with Hot Packages.
Maintain your company OSS user data (phone and fax numbers, first and last names), and apply for
more OSS users.
See the latest overview of SAP training courses.
Allow a member of the SAP service team access to your system for quicker problem-solving.

SAP AG

TAMM10 4.0B

5-4

R/3 Overview Summary

List the application modules in R/3
Describe the structure of R/3 in general terms
Explain how R/3 can support a business
process

SAP AG

SAP AG

TAMM10 4.0B

5-5