ASK - Support & Benefit from Annual License Maintenance

[supjkt]

Hi there,

trying to get clear and objective about benefit, customer's right, and support will get while pay annual license maintenance for SAP Business one.

here my question:

1. Underlying of policy AML, which control all policy and term condition about AML.

2. What is benefit, support right as customer when pay fee AML

3. Who is responsible to deliver support to us?

4. If there is update or patch, do the customer need to check periodically and install by them selves?

or this is our partner's responsibility?

perhaps someone from SAP Support can give me detail. Yes I know I may ask to our partner. Still not satisfy enough until I get answer from SAP itself.

thank you

[Abdul]

Dear

It depends upon agreement between you and your partner if you talk about SAP then you will have access to all product upgrades installation media and you can report any database issue anytime and SAP will resolve it without any cost

Regarding what your partner will do like he will install upgrades, design reports or train your staff for upgrades or you have to do by yourself this is totally dependents between agreement between you and your partner.

[msundararaja_perumal]

Hello,

1. AML- Having AML is like having insurance, it entitles client to get the patches and upgrade software for free. As client you have the right to have the software packages. But Partner will charge service fee, if you need them to be installed or hire an in house consultant to do so.

2. Benefits-If you encounter any bugs or issues, the partner can raise the issue to SAP, SAP can deliver the fix or the findings about the bugs that you have encountered. You can also proactively do health monitoring of the database using RSP-Remote Support Platform, which requires that the client under maintenance. There are cases where SAP will require partner to send the LIVE database, RSP will be used to upload the database to SAP support for analysis.

If you opt out of AML, say after 2 years, you encountered a bug, SAP will not assist. Unless you have paid the lapsed maintenance amount with fine amount, then SAP will reinstate the maintenance to assist you further.

3. Partners-Marketing team usually will inform about the new version upgrades. But the patch update may depends on the individual client's requirement. Again to reiterate Partner will charge service fee.

4.For instance, if the client had bugs in the current patch and SAP has released the fix in on of the patch then the Project In-charge(Partner) should inform the client that the bug has been fixed and may be applied for LIVE database. Again here here will be nominal service fee, as the partner's effort will be involved to test the client's database to verify, if the patch has fixed the issue, before applying on the production environment.

The upgrade will be required when the client found that an feature is not available in SAP, then either they could ask the partner to customize or verify with SAP, if such feature will be included in the next major release. For example, Project Management module was later version of B1 9.X family.

In general, unless it is necessary it is not recommended to install every patch or version, as this involves more effort.

During the implementation/after go-live stage, if you have already encountered the bug, then partner has the obligation to inform the client that the bug has been fixed. Unless you are qualified do not install the patch or upgrade by yourself.

This is a community page, you cannot demand your queries to be answered by anyone or by SAP.

Hope this will helpful.

[supjkt]

helllo there...anyone may help?