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“Run Your Account Like a Business” - MaxAttention / Support Approach

ü SSP + Active Global Support (AGS) responsibility for support, technical activities and issues to
deliver consistently strong support and delivery of value to customer from SAP Support
SCP SKILLS
ü Collaborates with SAM/CEM to Sell (additional) Max Attention

ü Develop and Updates Max Attention Service Plan

ü Ensures Integration of TQM into Project Teams and In-flight deployments

ü SAP service plan integrated to every project

ü Education of project leads on portfolio and value of all SAP safeguarding services
ü Proactive budgeting and scoping for safeguarding on all projects

ü Determine the customers technology risk exposure with the Support Advocate and facilitates risk
mitigation plans

ü Manages the escalation process for critical technical issues and ensures the SAP eco-system
provides timely turnaround and resolution

ü Contributes to the support process for the customer, account team and Active Global Support and
ensures an operational model is in place to enable the support process

ü Meets with the Support Advocate regarding the monitoring of customer messages and technical
escalations

ü Timely and professional management of all support related agreements, invoices, and escalations

© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ INTERNAL | Scott Schwartzman, SCP Global CoE