Understanding the roles and responsibilities of standard, optional, and additional services

In this section, we will walk you through the roles and responsibilities of RISE with SAP, which have been categorized by SAP into standard, optional and additional services. Organizations need to understand which activities within the technical managed services are covered by default within the contract and what other activities need to be added either as optional or additional as required. While each of the activities contributes towards the well-defined SLAs and single accountability both from a product and an infrastructure point of view, there is an additional cost involved when it comes to these optional and additional services. The following figure shows, on the left-hand side, how multiple services being performed by different vendors or having different add-ons is only going to complicate the support model with committed SLAs, whereas the right-hand side of the figure shows how a well...