0

SAP AG
R
Support and Services
Service and Support Infrastructure
Online Service System
(C) SAP AG TACO40 5-1
0.2
SAP AG
R
Overview: Support & Services
R/3 R/3
Client / Server Client / Server
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CO CO
Controlli n# Controlli n#
$ $
sset $#mt sset $#mt
"S "S
"ro%ect "ro%ect
System System
&' &'
&or(flow &or(flow
IS IS
Industry Industry
Soluti ons Soluti ons
)R )R
)uman )uman
Resources Resources
S* S*
Sales & Sales &
*istri+ution *istri+ution
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"roduction "roduction
"lannin# "lannin#
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,uality ,uality
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'inancial 'inancial
ccountin# ccountin#
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"lant $ai n- "lant $ain-
tenance tenance
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$aterials $aterials
$#mt $#mt
System-&ide Concepts
.eamS" cademy
R/3 Overview &
Inte#ration
R/3 pplications
Support & Services
/ettin# Started
(C) SAP AG TACO40 5-2
0.3
SAP AG
R
S" R/3 Service & Support: Infrastructure
Local
0ocal Re#ional Central
Software
'actory
*evelop-
ment
Support
Service
Center
Re#ional
Support
Implementation )ardware
Consultin#
.ec1nolo#y
Regional Centers
(7x24)
R/3
customer
S"
"artners
0ocal Support
.rainin#
Consultin#
. . .
System 1ouses
Headquarters
SAP international subsidiaries (local)
Training
Consulting
Local support
Regional Service & Support Center (regional)
Regional service and support for Europe, Americas, Asia and Australia
ept! processing of support (" # $%!)
&ead'uarters (central)
evelopment
Strategic service and support planning
Coordination of service and support activities
(C) SAP AG TACO40 5-3
0.2
SAP AG
R
R/3 Online Service System 3OSS4
OSS
Customer Customer
"artner "artner
'unctions 'unctions
"ro+lem messa#es
5otes
)ot 5ews
Online corrections
Service re6uests
S" Software C1an#e Re#istration
.rainin# details
$aintenance of customer master data
SAP SAP
Report problems on customer R() S*stems+
,ind -otes in .SS using /e*0ords+
E#ample1 Searc! on Contact to find SAP contacts for an* topic+
ispla* t!e latest from SAP (&ot-e0s)+
E#ample1 -e0s of &ot Pac/ages or ne0 .SS functions+
2enerate and fetc! developer /e*s (from Rel+ )+3) for developers and also for SAP standard ob4ects+
5mport preliminar* corrections rig!t into *our R() S*stem 0it! &ot Pac/ages+
6aintain *our compan* .SS user data (p!one and fa# numbers, first and last names), and appl* for more .SS users+
See t!e latest overvie0 of SAP training courses+
Allo0 a member of t!e SAP service team access to *our s*stem for 'uic/er problem7solving+
(C) SAP AG TACO40 5-4
0.7
SAP AG
R
R/3 Overview Summary
0ist t1e application modules in R/3
*escri+e t1e structure of R/3 in #eneral terms
89plain 1ow R/3 can support a +usiness
process
(C) SAP AG TACO40 5-5