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SAP Planning: Best Practices in Implementation by George W. Anderson

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Addressing Future Service and Support

One day, your system will fail. It’s inevitable; even five nines of availability still equates to a small amount of unplanned downtime. And even if your unplanned downtime numbers are small, you will still require planned downtime to implement changes to your business processes, technology infrastructure, or any number of elements or components inherent to your solution stack. It is for these reasons that, well before you need it, you need to arrange for mission-critical support services for your SAP environment. As you will see in the next few pages, this support umbrella hails from deep within your SAP TSO as well as from traditional external sources.

At a minimum, you will need to collect contact and escalation ...

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