PACR » Topics » Escalation Procedures

These excerpts taken from the PACR 10-K filed Feb 19, 2008.

Escalation Procedures

An AGS Duty Manager and a representative from the Executive Management team are available to assist in the escalation of sensitive issues. A specific team of individuals is dedicated to working with SAP’s customers so that they receive the service they need and the proper attention during critical phases of the product lifecycle.

Customer escalations can be reported directly by the customer, by SAP partners, or by SAP employees.

Prerequisites for customer escalations are:

 

   

The customer has reported the problem via the support system

 

   

The problems have to exist currently (no coming to terms with the past)

 

   

The customer and the SAP employee have involved the competent authorities already and exploited the “usual” channels

If a customer escalation is concerned, the AGS Escalation Manager takes on the project managers for the time of the de-escalation project and assembles a team of experts.

 

21

SAP AND LICENSEE CONFIDENTIAL & SUBJECT TO NON-DISCLOSURE


[ * ] CERTAIN INFORMATION IN THIS EXHIBIT HAS

BEEN OMITTED AND FILED SEPARATELY WITH

THE COMMISSION. CONFIDENTIAL TREATMENT

HAS BEEN REQUESTED WITH RESPECT TO

THE OMITTED PORTIONS.

 

Escalation Procedures

SIZE="2">An AGS Duty Manager and a representative from the Executive Management team are available to assist in the escalation of sensitive issues. A specific team of individuals is dedicated to working with SAP’s customers so that they receive
the service they need and the proper attention during critical phases of the product lifecycle.

Customer escalations can be reported directly by the
customer, by SAP partners, or by SAP employees.

Prerequisites for customer escalations are:

STYLE="font-size:6px;margin-top:0px;margin-bottom:0px"> 







  

The customer has reported the problem via the support system

 







  

The problems have to exist currently (no coming to terms with the past)

STYLE="font-size:6px;margin-top:0px;margin-bottom:0px"> 







  

The customer and the SAP employee have involved the competent authorities already and exploited the “usual” channels

STYLE="margin-top:12px;margin-bottom:0px">If a customer escalation is concerned, the AGS Escalation Manager takes on the project managers for the time of the de-escalation project and assembles a team of
experts.

 


21

SIZE="2">SAP AND LICENSEE CONFIDENTIAL & SUBJECT TO NON-DISCLOSURE









[ * ] CERTAIN INFORMATION IN THIS EXHIBIT HAS

STYLE="margin-top:0px;margin-bottom:0px" ALIGN="center">BEEN OMITTED AND FILED SEPARATELY WITH

SIZE="2">THE COMMISSION. CONFIDENTIAL TREATMENT

HAS BEEN REQUESTED WITH RESPECT TO

STYLE="margin-top:0px;margin-bottom:0px" ALIGN="center">THE OMITTED PORTIONS.

 


EXCERPTS ON THIS PAGE:

10-K (2 sections)
Feb 19, 2008
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