Customers are entitled to a lot of support services, content and tools when they have an SAP support contract. Customers are not always aware of all this and therefore don’t benefit enough from the value that is in their contracts.

To solve this, SUGEN started some months ago, the Value of Support Charter . The main purpose of this Charter was to make an inventory of all the different support elements/services and to make this transparent and understandable at different levels for customers.

The Charter team presents the first deliverable of the Charter, the Support Scope document, which explains the scope of the different support models across four pillars and the SAP Solution Manager as foundation:


  • Innovation and value realization
  • Empowerment
  • Collaboration
  • Mission critical support


Although the document is new, the underlying information is the existing online source information from SAP which will be updated when necessary.