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The SAP maintenance strategy describes the length and conditions of maintenance for SAP software releases.

The strategy applies to the following types of applications:

  • SAP Business Suite core applications
  • SAP NetWeaver technology platform
  • Enhancement Packages
  • SAP BusinessObjects Business Intelligence platform release family
  • Add-on software products (based on, for example, core applications or SAP NetWeaver)
  • Other stand-alone software products
  • Content shipments
  • SAP HANA software products

There are four distinct maintenance phases defined under the SAP Maintenance Strategy:

SAP BusinessObjects releases not based on SAP NetWeaver can have mainstream maintenance and priority-one support. All other SAP and Sybase releases can have mainstream, extended, and customer-specific maintenance.

Mainstream maintenance

Mainstream maintenance is the first maintenance phase for an SAP release, starting with the release to customer date. During the mainstream maintenance phase, you receive support according to your support agreement with SAP.

Towards the end of mainstream maintenance, you have three options:

  • Upgrade. Typically SAP recommends to upgrade before you reach the end of the mainstream maintenance phase. The delivery of new releases of the licensed software, as well as upgrade tools, are covered by the SAP support contract. Visit the SAP upgrade info center to learn more about the possible transition options and SAP's offerings to efficiently support the upgrade.
  • Extended maintenance. For many releases SAP offers extended maintenance (at an additional fee, but with all benefits of the mainstream maintenance phase).
  • Customer-specific maintenance. If you do not opt for an upgrade or for extended maintenance, or if extended maintenance is not offered, you enter customer-specific maintenance automatically. During this phase, some restrictions apply to the scope of SAP support.

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Extended maintenance

After the end of mainstream maintenance, SAP offers extended maintenance for many releases. During extended maintenance, the scope of support is usually similar to the scope during mainstream maintenance - for example, extended maintenance covers the provision of legal changes as well as support for industry applications delivered as add-ons to an underlying core application (for some releases some restrictions in the scope of support may apply). Extended maintenance is an optional offering and requires a separate, additional contract on top of your support agreement.

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Customer-specific maintenance

"Support never ends" - customers receive support services even after the mainstream and extended maintenance phases for a release have ended. This third phase is called customer-specific maintenance.

Your release can enter into customer-specific maintenance:

  • when the mainstream maintenance period ends and no extended maintenance is offered
  • when the mainstream maintenance period ends and you do not take advantage of an existing extended maintenance offering
  • when the extended maintenance period ends
  • when your extended maintenance contract expires

During customer-specific maintenance, the following restrictions apply to the scope of support:

  • No Support Packages
  • No legal changes
  • Limited technology updates
  • Customer-specific problem resolution

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Priority-one support

After the end of mainstream maintenance, SAP offers priority-one support for selected SAP BusinessObjects releases. During priority-one support, the scope of support is limited to handling of priority one messages only - for example, there will be no message handling for messages with medium priority. During the priority-one support period, SAP usually provides corrections for priority-one errors to customers.

Priority-one support is offered for two years for defined releases, such as:

  • Selected releases of SAP BusinessObjects applications
  • Agnostic (non-SAP NetWeaver-based) SAP BusinessObjects Enterprise application releases
  • SAP BusinessObjects Financial Consolidation
  • Linked stand-alone SAP BusinessObjects application releases (e.g. Crystal Reports 2008)

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