Hello Jose Manuel,
I was surprise with your initial post, i don't understand how a company that offer service to a SAP customer can give support avoiding SAP maintenance...
If customer read their "Exhibit for SAP Enterprise Support" or "Exhibit for SAP Standard Support", both maintenance have this on their lines:
How a third company give support to SAP customer's without a Solution Manager ? With Solution Manager, you are not available to give support to customer's than't don't have their maintenance up-to-date; and if they do their are getting in trouble that SAP Customers.
As my own experience after working in a SAP Support department where we offer SAP Support to more than 300 customers, I can't believe how that offer "External Support".
Think about that:
- Legal changes in countries like SEPA, 340,etc.. in Spain or other countries: That type of changes/fixes/corrections delivered from SAP and need to be implemented on SAP customer's System is trough hard coding, have you think about hard coding around 20 sap notes corrections ? Without the release check ? ....
- That SAP customer's can't get SAP early Watch report from a Solution Manager, because the ewa report always check if the license maintenance are up to date, so they will not have access to ewa recommendations.
- If in SAP customer's specific country change any payroll detail that need to be added to HCM system for legal requirements, will that customers endanger their on Salary ¡
- External support will not able to report support message to SAP to give support from experts if SAP customer found a problem in SAP system normal functionality.
- SAP-OSS will not work anymore...
- You can use Maintenance Optimizer to approve downloads or create XMLs software stacks.
- Each customer owner with a Standard or Enterprise Support Maintenance are able to download and use SAP Solution Manager; that customer's that don't have they maintenance up-to-date are not able to download or use it, and of course any external company can't offer support from external Solution Manager to SAP Customer's without a Correct Maintenance.
I can't stop writing inconveniences to any company that use External Support detaching SAP from SAP...
Thanks Jose Manuel Salgueroto open a discussion like this to allows customers in that situation to see what they are losing, and the risk that this can afford to most important and critical business process for their business.
Regards,
Luis