From the archive · September 2016
SAP MaxAttention is the highest level of engagement you can have with SAP.
First published on LinkedIn. sapperment is the canonical archive of this article.
2026 context: SAP has since renewed its service portfolio — for cloud contracts, premium engagements transition to the new Success Plans at renewal, with SAP MaxAttention continuing as the Max Success Plan; on-premise premium engagement variants remain. The engagement principles described below are the foundation that model grew from.
SAP MaxAttention offers the highest SAP support level. It is a strategic offering that addresses ongoing business relations and joint innovation with customers and contributes to an accelerated realization of the added value of their SAP investment.
Read the brochure --> SAP Service and Support "Boost Your Digital Journey with SAP MaxAttention"
SAP MaxAttention consists of three major components:
1) Integrated SAP support team
The SAP front office is integrated into the SAP customer’s own IT organization and supports this organization in building and running its solution landscape like a factory.
The team typically consists of an engineering architect and a technical quality manager from SAP. The team is responsible for ensuring that the support engagement is tailored to the customer’s requirements and continuously provides added value to increase the value of the customer’s SAP software investment.
Together with the customer, the team runs the innovation control center and the operations control center, both of which are set up at the customer site.
2) Engineering services
These are support services that support and continuously improve the establishment and operation of an innovation control center and operations control center. These support services delivered by experts in an SAP Rapid Prototyping approach also help customers to quickly try out the latest SAP developments in a risk-free environment and gain experience that will help them accelerate implementation projects and make well informed investment decisions.
3) Enhanced back office
The enhanced back office provides basic services that contribute significantly to maintaining the continuity of business operations by ensuring close integration of the innovation control center and operations control center at the customer site and the mission control center at SAP. Furthermore, expertise on-demand (remote access to a global network of SAP experts and developers, including on-call access) can be arranged to schedule direct access to dedicated support partners.
To ensure that SAP MaxAttention is focused on the task areas that Governance model provide the most added value for the customer, this engagement is accompanied by a comprehensive governance model. This consists of the following:
a) Balanced scorecard, in which the goals of the engagement are specified based on customer-specific key performance indicators (KPIs).
b) Roadmap/action plan, developed jointly to achieve the defined goals.
c) Quarterly meetings at the senior executive level, in which the results of the balanced scorecard are discussed and checked. The roadmap can also be revised and adapted in response to changed customer priorities, if required.
The various components of SAP MaxAttention are continuously developed and improved in close consultation and collaboration with the SAP MaxAttention community. As part of the annual SAP MaxAttention summits, the latest information and developments are shared with the community and validated, and joint development projects are initiated with the objective of improving added value for customers and supporting their requirements more effectively.
http://maxattentionsummit.sap-eventregistration.com/October 23-25, 2016 // The Ritz-Carlton, Hotel Berlin, Germany
For more information about SAP MaxAttention, see /support/plans/maxattention.html
Written by Andreas BORN · Back to the sapperment library