Understand the value and importance of ensuring up to date maintenance contracts.

1. VALUE OF MAINTENANCE FOR CUSTOMERS &
PARTNERS
SAP BUSINESS ONE
PAUL FINNERAN, BUSINESS ONE SERVICE & SUPPORT
16 JUNE 2014

2. © 2014 SAP AG. All rights reserved. 2
WHY PROMOTE MAINTENANCE TO YOUR CUSTOMERS?
Latest technology and
innovations (future-
proof the company)
By having your install base on the latest released versions of SAP Business
One you can ensure that your customers are ahead of the game and legally
compliant.
Reference Customers As a key resource in the sales cycle it is very worthwhile to have existing
satisfied customers act as references. A happy, well-serviced customer will
be happy to promote you and your business
Source of revenue
Foundationto upsell
& cross sell product
and services
Maintenance is a recurring revenue stream for your business. As it grows
you may wish to set up a dedicated support desk to better serve the needs
of your customers.
Having frequent contact with your customers will allow any areas of
concern to be dealt with in an efficient manner allowing you to upsell
services
Insurance in case
something should go
wrong
We know that from time to time things can go wrong. By having your
customers on maintenance you can ensure that there is always a helping
hand available to assist you in the issue resolution

3. © 2014 SAP AG. All rights reserved. 3
VALUE OF MAINTENANCE
WHAT IS IN IT FOR THE CUSTOMER?
SAP Business One, like all enterprise resource
planning systems, are the key backbone in
business operations.
Access to the most up to date technology
and best in class software for your industry
(analytics, ATP, bin locations, etc.)
Ensure daily business operations without
interruptions
Comply with the current legislation
Support for all technical issues
SAP 24*7 support for system standstill
issues
Insurance policy
SAP’s strategy is to be the innovation
leader within the ERP industry.
Innovations and new features are aimed
to better serve the constantly evolving
customer requirements.
All SAP Business One customers with a
valid maintenance agreement are
entitled to receive patches and new
versions for free.
Can you afford not to have the latest software and the services behind that to make your
business a best run business, can you afford to let your competitors get the lead??

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VALUE OF MAINTENANCE
WHAT IS IN IT FOR THE PARTNER?
Having customers on a supported version means:
Latest technology deployed in your ecosystem
Faster and easier supportability
Only required to keep your people certified on one release – concentrated knowledge
Easier and simplified delivery of support and maintenance for the solution
Reduced infrastructure, administration efforts & costs
Also more efficient and profitable support delivery
Direct forwarding of level 3 incidents to SAP
Easy supportability with remote support platform (RSP)
Legal compliance in your install base
Potential to upsell
Additional Licenses
Consulting services (New reports, analysis, business scenarios –bin locations)
Upgrade projects

5. © 2014 SAP AG. All rights reserved. 5
CUSTOMER RELATIONSHIP MANAGEMENT
BEST PRACTICES FOR PARTNER
Create a long term business which profits both customer
and partner:
Maintain regular contact with your active install base to
create a steady business relationship
Communicate actively about new product releases &
features to drive upgrade demand
Regular Webinars for training/FAQ handling
Organize customer events to secure tight customer
relationships and to promote new versions, releases
and roadmaps
Encourage customer to take full advantage of the
potential with the software
When invoicing include info on all hours, both chargeable
and non chargeable
Download and prepare the relevant reports from RSP
(System Status Report) to show the customer the overall
health of their system
Include information on incidents which were resolved by
you and by SAP (Service & Support Report from SAP)
Define and offer different Service level
agreements
For Example:
Basic: software maintenance only, support
through ticket invoicing..
Silver: Software maintenance + free
telephone support ….
Gold: Silver + one free upgrade consult day
per year or one half a day (remote) support
consulting
Platinum: Gold + discounted consulting
rate, etc.
Leverage you SAP contacts to help
convince your customers that their
business in in safe hands with the latest
software and the best in class support to
ensure their business is a best run business

6. © 2014 SAP AG. All rights reserved. 6
UPGRADE
BEST PRACTICES FOR PARTNER
Business possibilities which profit both customer and partner:
Organize customer days to share experiences and demo new versions and features
Possibility to learn and share experiences and get the most out of SAP Business One
Organize training for the latest in features and how to use to these in everyday
business processes
Target specific issues and improve customer user experience by demonstrating with
customers own database in individual sessions
Send road map on upcoming new releases and specific feature clips on the features
Schedule upgrade slots, arrange the project during the low seasons to ensure
maximum availability during the peak seasons
Keep customers always on maintained version!

7. © 2014 SAP AG. All rights reserved. 7
CUSTOMER QUERIES
“I have already bought the software, why should I pay for maintenance?”
Having a valid maintenance with SAP ensures software will work for years to come – do
not let unforeseen incidents hinder your operations!
“I am happy with my current versionof SAP Business One“
Over time technology evolves as does your business. Stay on top with new features like
Workflow, Dashboards, optimized business logic, legal compliance to ensure your business
is a best run business
“I am sure I can fix everything – I am good with computers“
We do not advise making any changes to your system, this may cause irreparable
damage, let us & SAP take care of it
“I will start paying maintenance when I need an upgrade“
SAP Business One Support is ready to help at any time and if you do need a patch to
resolve an issue you will need to be on maintenance
“This is a family business – what could possibly go wrong?“
Think long term, what if tomorrow for some reason you cannot generate invoices or
prepare reports for your auditors?
In tough economic conditions we understand your customers may look to cut back on
all non-essential expenditure. However the backbone of any company is a well
maintained ERP solution. Some of the common questions from customers below
KEY MESSAGE

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THE RISKS OF NOT HAVING A MAINTENANCE CONTRACT
No access to Support
Out of date Software
Non compliance with legal requirements (SEPA!)
No access to important resources (customer portal, partner
materials & training)
Possible business downtime
The period without maintenance will have to be repaid if in the future
you return to maintenance
Lost productivity without new functionality
Business @ risk
Would you drive your car without insurance.. No, then why risk your
business

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CORRECTIONS DELIVERED IN PATCHES
SAP delivers:
Legal changes
Important corrections
Ensures compliance
Unhindered business operations
Better usability
Simplified processes
We understand that to keep your software running in peak condition it is necessary to
apply corrections and fixes along with legal compliance updates. Therefore we regularly
release patches and service packs to keep you up to date
KEY MESSAGE

10. © 2014 SAP AG. All rights reserved. 10
WHAT ELSE DO I GET AS A CUSTOMER?
Access to the SAP Business One Customer Portal
Remote Support Platformto monitor and optimize system performance
Access to all training materials in SAP Business One Education area
Access to solution database (SAP notes)
Access to SAP Community Network (SCN) / Forum
Option to escalate my incident to get highest attention possible
Access to license key request with own s-user
This is all includedin maintenanceagreement!
To help maximize your investment in SAP software, tools, education and
documentation are made available so that you can ensure your business software
always runs in peak condition
KEY MESSAGE

11. © 2014 SAP AG. All rights reserved. 11
BENEFITS FROM RSP AS A CUSTOMER
RUN BETTER WITH RSP FOR SAP BUSINESS ONE 24/7
Less time spent on operational support means more money for investment and
expansion
Reduce time for system maintenance (i.e. simplified upgrades, automated back-ups
and repairs)
Minimize unplanned downtime
and business disruption
Get accelerated and
predictable problem resolution
Achieve peak system performance
and stability

12. © 2014 SAP AG. All rights reserved. 12
WHAT FUTURE VALUE CAN I EXPECT AS CUSTOMER?
New innovations (Workflow, bin locations, multiple units of measures, etc.)
System safety (Support, patches, new versions, proactive monitoring, health checks)
Operational longevity (Up to date software, legal compliance, SEPA, legal reports, etc.)
Better supportability (Remote Support Platform)
Support never ends, even if you are running a version that is out of mainstream
maintenance you can still receive support for your current version
This is all included in maintenance agreement!
When you make an investment with SAP you expect the best in class for your business
and that’s exactly what we aim to deliver. To keep your business running in top shape
we continuously invest and enhance our offerings
KEY MESSAGE

13. Questions??
More Information
www.sappartneredge.com
www.service.sap.com/smb/sbocustomer
www.scn.sap.com/community/business-one

14. © 2014 SAP AG. All rights reserved. 14
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