Oracle Corporation et al v. SAP AG et al

Filing 1200

Declaration of Kevin M. Papay in Support of 1199 Brief Offer Of Proof Regarding Oracle's Hypothetical License Damages filed byOracle International Corporation. (Attachments: # 1 Exhibit A, # 2 Exhibit B, # 3 Exhibit C, # 4 Exhibit D, # 5 Exhibit E, # 6 Exhibit F, # 7 Exhibit G, # 8 Exhibit H, # 9 Exhibit I, # 10 Exhibit J, # 11 Exhibit K, # 12 Exhibit L, # 13 Exhibit M, # 14 Exhibit N, # 15 Exhibit O, # 16 Exhibit P, # 17 Exhibit Q, # 18 Exhibit R, # 19 Exhibit S, # 20 Exhibit T, # 21 Exhibit U, # 22 Exhibit V, # 23 Exhibit W, # 24 Exhibit X, # 25 Exhibit Y, # 26 Exhibit Z, # 27 Exhibit AA, # 28 Exhibit BB, # 29 Exhibit CC, # 30 Exhibit DD, # 31 Exhibit EE, # 32 Exhibit FF, # 33 Exhibit GG, # 34 Exhibit HH, # 35 Exhibit II, # 36 Exhibit JJ, # 37 Exhibit KK, # 38 Exhibit LL, # 39 Exhibit MM, # 40 Exhibit NN, # 41 Exhibit OO, # 42 Exhibit PP, # 43 Exhibit QQ, # 44 Exhibit RR, # 45 Exhibit SS, # 46 Exhibit TT, # 47 Exhibit UU, # 48 Exhibit VV, # 49 Exhibit WW, # 50 Exhibit XX, # 51 Exhibit YY, # 52 Exhibit ZZ, # 53 Exhibit AAA, # 54 Exhibit BBB, # 55 Exhibit CCC, # 56 Exhibit DDD, # 57 Exhibit EEE, # 58 Exhibit FFF, # 59 Exhibit GGG, # 60 Exhibit HHH, # 61 Exhibit III, # 62 Exhibit JJJ, # 63 Exhibit KKK, # 64 Exhibit LLL)(Related document(s) 1199 ) (Howard, Geoffrey) (Filed on 8/2/2012)

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EXHIBIT UU Service Initiatives Reporting Update October 2007 Field Services & Service Solution Management October 17, 2007 1 PTX_8010 Page 2 of 68 Service Initiatives - Management Summary (1/3) Service Initiative / Status Achievements Critical Issues Owner Field Services Programs ESOA Roadmap & Extended Services Michel Sérié 268 completed engagements, 191 in progress, 502 in pipeline (target: 400 engagements) Y FS ME Program Markus Schwarz ISV Service Portfolio Wolfgang Krips G None 21 Completed Showcases, 79 in pipeline (target: 25 showcases) ASAP Focus methodology: ASAP Focus training is integrated in the new learning curriculum for the A1 certification program ? No status update available. 357 completed projects (target for 2007: 300) Service Productization Tony Ress G Upgrade Services for SAP ERP (Project MOVE) Martin Riedel None Education portfolio: Development of new A1 curriculum according to plan Y Additional 130 projects in process and 86 projects in pipeline 4,818 SAP ERP 6.0 Productive Systems (93,6% target achievement) 3,126 SAP ERP 6.0 Systems upgraded (109.7% target achievement) R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required None Incomplete staffing is considered a critical issue / risk in several work packages G = According to plan and no open issues = Closed/Completed 2 PTX_8010 Page 3 of 68 Service Initiatives - Management Summary (2/3) Service Initiative / Status Achievements Critical Issues SAP AGS organization prepared for mass adoption (1,500 colleagues certified) E2E Solution Operations Services to be sold by Field (so far only marketing by AGS to MaxAttention customers) Need full support by the FKOMs of all regions Due to the lack of adoption the expected savings on the support cost through E2E Solution Operations is in jeopardy Owner Global Service & Support Programs E2E Solution Operations Support Uwe Hommel Y E2E Solution Operations offering established (first pilots sold) E2E Trainings: ca. 400 customers signed up for certification Actuals 2007: 66,8 M€ MaxAttention Uwe Hommel Y Budget 2007 (62 M€) already overachieved (Actuals + Invoice pool + Pipeline: 98,3 M€) Premium Support Sales 2007 YTD results in 10.1 M€ estimated revenue (218 active Premium Support contracts in total) Premium Support Uwe Hommel Y Sales target for 2007 (100 contracts) overachieved by 48 contracts (148 actual contracts) Safeguarding Services Uwe Hommel The Premium Support Sales objectives 2007 can be reached - the actual revenue is only 5.7 M€, but there is 3.8 M€ in the invoice pool + 0.6 M€ weighted pipeline for Q4 2007 G Capacity issue regarding delivery: resources completely booked with Escalations and MaxAttention Safeguarding contracts (but required actions initiated, see initiative details) Premium Support is still not offered in association with every new license deal ≥ 500 k€ (only in 18% of the new license deals) Delivery capacity no longer sufficient. None. Actual revenue 2007: 20,5 M€ (+ 13,3 M€ Invoice Pool & Pipeline) R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required G = According to plan and no open issues = Closed/Completed 3 PTX_8010 Page 4 of 68 Service Initiatives - Management Summary (3/3) Service Initiative / Status Achievements Critical Issues Owner Global Service & Support Programs Safe Passage Thomas Ziemen Signed Safe Passage deals in 2007: 99 (as of 26.09.) Y Service Benefits Package: alignment on program pricing (&entitlement) across different PE tracks GSS ME Channel Business (substitutes former “SME Service Portfolio” program) Oracle law suit Signed TNow deals in 2007: 176 (as of 26.09.) (target for Q3: 240) G ME Maintenance & Support Model (A1 VAR) with Solution Manager: Wolfgang Faisst R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required Certification exam available Landing page in Channel Partner portal live PartnerEdge deployment in SAP Japan most likely postponed to 2008 SBP multi-office invoice not yet available due to budget restriction on PRM side G = According to plan and no open issues = Closed/Completed 4 PTX_8010 Page 5 of 68 Field Services Programs ESOA Roadmap & Extended Services FS ME Program ISV Service Portfolio Service Productization Upgrade Services for SAP ERP (Project MOVE) Global Service & Support Programs E2E Solution Operations Support MaxAttention Premium Support Safeguarding Services Safe Passage GSS ME Channel Business Appendix 5 PTX_8010 Page 6 of 68 Enterprise SOA Program - Progress Report Program Manager FSCT Sponsor Michel Sérié Regional Sponsor Start Date Planned End Date January 1, 2007 Roy Wood December 31, 2007 Planned Costs Program Description The Field Services ESOA program drives Consulting to support our customer needs resulting from the SAP corporate ESOA initiative. The cornerstone of this program is the ESOA Roadmap Service offering. This is supported by additional ESOA related services, the ESOA services framework and the ESOA Adoption program. Key Performance Indicators (KPI) For Program Program Objectives (List the performance indicators that are tracked for this program) Drive eSOA adoption beyond the eSOA roadmap service through the extended services and meaningful eSOA engagements Drive customer success and stories for eSOA with the creation of 25 new eSOA showcases Support the drive for ES Bundle customer references for Sapphire Develop FS sales and implementation material for the 6 ES Bundles Identify customers & complete pilot implementations to support Sapphire objective Continue to develop and roll out the Enterprise Architect Framework and eSOA Services Portfolio 25 eSOA Showcases ES Bundles: 5-10 Reference customers for Sapphire 400 Meaningful eSOA engagements Overall Program progress Date of report 10/10/2007 Reporting period start date 9/1/2007 Reporting period end date 9/30/2007 Submitted by Michel Sérié Overall Status R Y Actual cost to date in <currency> Forecast at completion in <currency> G Program Components (Global work packages/projects as well as regional rollout work packages) Planned Start Planned Finish Component Status Work Package or Project Title Lead Meaningful eSOA Engagements Michel Sérié 01.01.07 31.12.07 R Y G eSOA Showcases Michel Sérié 01.01.07 31.12.07 R Y G Enterprise Architecture Framework and Portfolio Franck Lopez / Heiko Stock 01.01.07 31.12.07 R Y G Discovery System Itai Sadan 01.01.07 31.12.07 R Y G CPI for eSOA Itzik Shoshan 01.06.07 31.12.07 Proof Points (ESEC) – complementing the ES bundles - Thomas Eckert 01.01.07 31.12.07 Partner Enabling Natascha Pelster 01.07.07 31.12.07 Y R Y G G 6 PTX_8010 Page 7 of 68 Meaningful eSOA Engagements - Progress Report Program Milestones Status of the major milestones for the program as defined in the program charter. Program Key Accomplishments & Planned Activities Top accomplishments during the period covered by this report. Target Completion Date Status* Continue to drive pipeline building for eSOA engagements 31.12.07 IP Integrate Paths to eSOA survey into c360 and roadmaps 31.03.07 C Continue to roll-out extended services training for engagements 31.12.07 IP Milestone Rollout of reporting, KPI’s, templates to all regions * Status notation: NS = Not Started Accomplishments Planned Activities for Next Period 268 Completed engagements, 191 in progress, 502 in pipeline Rolled out process to roll-in market needs for bundles into development C IP = In Progress OH = On Hold Leverage eSOA engagements to define services needed in the future. Pilot with the Proofpoints project. Leverage Discovery system to achieve more eSOA engagements and showcases Push for EA related engagements Sales enablement – work on FEG v2 and preparing the bootcamps for Q1/08 Field enablement – work with SAP C DE to come up with skill shift framework for consulting managers Events – Support Techeds & leverage as a platofrm C = Completed Key Issues or Concerns Top Issues or risks Issue / Risk Region(s) Field Services to decide upon continuation with the c360 Tool ALL Plan of Action Get an estimate of the IT costs Work out the specs of our needs Michel Sérié, NPI Responsible “Hockey Stick” & Q4 emphasize the fact that documentation of engagements is time consuming ALL FSSM to come up with limited incentive and process accordingly Piloting with EMEA Michel Sérié Get more traction regarding showcases leveraging the eSOA engagements moving into 2008 ALL Work with regions (consulting and sales) on clear process 2008 Planning Michel Sérié 7 PTX_8010 Page 8 of 68 eSOA Showcases - Progress Report Program Milestones Status of the major milestones for the program as defined in the program charter. Program Key Accomplishments & Planned Activities Top accomplishments during the period covered by this report. Target Completion Date Status* Delivery of the first 10 potential showcases 16.02.07 C Working on integrating consulting pipeline into global showcase pipeline 28.02.07 C Working closely with the partner organization to identify overlapping potential showcases 10.03.07 IP Production of showcases and templates for presentation to the Q-Gate 31.12.07 IP Milestone * Status notation: NS = Not Started IP = In Progress OH = On Hold Accomplishments 21 Completed Showcases , 79 in pipeline Identified and defined the showcase pipeline reporting to integrate with the NPI and IBU’s Finalized presentation and definition of the NPI process for identifying and submitting potential showcases Sync up DS and Showcase pipe 3 showcase customers used the Discovery System Following projects launched: Services alignment Sales Bootcamp 2008 Governance Workshop/Training FEG Version 2 Planned Activities for Next Periods Showcase Program - Continue to work with the NPI and IBU’s to identify key customers through pipeline planning calls Sales enablement – work on FEG v2 and preparing the bootcamps for Q1/08 Field enablement – work with SAP C DE to come up with skill shift framework for consulting managers Events – Support Techeds & leverage as a platofrm Marketing - Achieve that showcase stories are covering where appropriate the FS role C = Completed Key Issues or Concerns Top Issues or risks Issue / Risk Region(s) C360 as the tool to store information and generate reports has currently no owner Global Plan of Action Work out with IT a plan for 2008, in sync with the regions expectations Responsible Michel Sérié Make sure moving into 2008 we leverage the 07 engagements to increase ALL Need to ensure regional leads are following up on stories and meaningful engagements as the pipeline continues to grow All regional leads 8 PTX_8010 Page 9 of 68 ESOA Meaningful Engagements and Showcases – KPI Dashboard eSOA Meaningful Engagements Region NA EMEA APJ LA Total Q1 Q2 Q3 Q4 FY Bud PIP* FIN FC FIN FIN FIN PIP WIP FIN WC 20 48 29 70 11 0 105 81 97 111 32 50 46 342 158 0 210 500 132 171 13 1 12 29 20 0 55 49 26 58 4 6 7 61 2 0 30 63 17 30 69 105 94 502 191 0 400 693 272 370 eSOA Showcases Q1 Q2 Q3 BC 116 355 79 32 582 FY Q4 FC Region FIN FIN FIN PIP WIP FIN Bud PIP* FIN WC 1 2 0 6 3 0 6 9 3 6 NA 5 4 5 27 31 0 12 58 15 26 EMEA 0 1 2 1 9 0 5 10 3 5 APJ 0 1 0 1 1 0 2 2 1 2 LA 6 8 7 35 44 0 25 79 22 39 Total BC 9 33 5 3 50 9 PTX_8010 Page 10 of 68 Field Services Programs ESOA Roadmap & Extended Services FS ME Program ISV Service Portfolio Service Productization Upgrade Services for SAP ERP (Project MOVE) Global Service & Support Programs E2E Solution Operations Support MaxAttention Premium Support Safeguarding Services Safe Passage GSS ME Channel Business Appendix 10 PTX_8010 Page 11 of 68 FS ME Program - Progress Report Program Manager Sponsors Start Date Planned End Date Planned Costs Gerd Oswald, Hans-Peter Klaey, Bernd-Michael Rumpf Markus Schwarz 01 January 2007 No end Available on request Program Description The program aims to maximize Midsize Enterprise customer success and enable Field Services to be a profitable market maker for SAP in this segment. The Midsize Enterprise segment is split into 2 parts, the traditional A1 business and the new SAP Business ByDesign. Key Performance Indicators (KPI) For Program Program Objectives (List the performance indicators that are tracked for this program) Ensure early customer success Build the volume product and the volume services model for 2008 and beyond Support overall SME business growth while maintaining service profitability SAP Business ByDesign Customer references Revenue HC ramp-up Overall Program progress Date of report Reporting period start date Reporting period end date 01 September 2007 30 September 2007 10 October 2007 Submitted by Overall Status Y G Forecast at completion in <currency> I.Gagic Actual cost to date in <currency> Available on request Program Components (Global work packages/projects as well as regional rollout work packages) Planned Start Planned Finish Component Status Work Package or Project Title Lead Global Markus Schwarz 01 Jan 2007 31 Dec 2007 R Y G APJ Heiko Mauersberg 01 Jan 2007 31 Dec 2007 R Y G EMEA Central / EMEA 1 N.N. / Christian Schroefl 01 Jan 2007 31 Dec 2007 R Y EMEA NEWS / EMEA 2+3 Eckhard Bauer 01 Jan 2007 31 Dec 2007 R Y Latin America Raul Gonzalez 01 Jan 2007 31 Dec 2007 R Y North America Craig Davis / Rupert Kaufmann 01 Jan 2007 31 Dec 2007 R R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required G G G = According to plan and no open issues = Closed/Completed 11 PTX_8010 Page 12 of 68 FS ME Program - Global Global Work Packages Progress Date of report 10.10.2007 Reporting period start date Reporting period end date 01.09.2007 30.09.2007 Components: Work Packages or Projects Submitted by Overall Status R I. Gagic Y Planned Start Lead (Global work packages or projects) G Actual cost to date in <currency> Forecast at completion in <currency> Available on request Planned Finish Available on request Component Status Methodology Sofia Filaktou 01 Jan 2007 31 Dec 2007 R Y G Education Portfolio Arnold Jung 01 Jan 2007 31 Dec 2007 R Y G Service Portfolio Arne Schmidthals 01 Jan 2007 31 Dec 2007 R Y G References Tere Kururangi 01 Jan 2007 31 Dec 2007 R Y G CSE Markus Schwarz 01 Jan 2007 31 Dec 2007 R Y G Global Work Package Milestones Milestone Key Accomplishments & Planned Activities Target Date Status* Accomplishments Planned Activities for Next Period ASAP Focus training is integrated in the new learning curriculum for A1 certification program New release of ASAP Focus is being prepared. Plan to be delivered End of September Start gathering feedback from Solution Centers Web assessment for partners will be available within Sept 2007 Development of new A1 curriculum completed and currently being piloted and implemented by regions Sell-thru A1 partner education package currently being evaluated Conversion of A1 curriculum to e-learning during Q4 2007 Regional pilot of new A1 curriculum in EMEA during October. Global launch during November. All regions will adopt curriculum regionally Quarterly reporting on service development and deployment ASAP Focus Methodology Dec 07 IP Education Portfolio Dec 07 IP Service Portfolio Dec 07 IP Four additional midsize enterprise services available: SAP Project Review Service for All-in-One packages, SAP Technical Installation Service, SAP Data Migration Service, SAP Partner Coaching SAP Data Migration Service as a Global Delivery offering discontinued per FS ME Council decision CSE Dec 07 IP See CSE Status Report * Status notation: P = Pending IP = In Progress OH = On Hold C = Completed R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required G = According to plan and no open issues = Closed/Completed 12 PTX_8010 Page 13 of 68 FS ME Program - KPI Dashboard 2007 Dashboard 2007 Field Services - Midsize Enterprises (A1) Status as of: 11. Okt. 07 Global Target YTD Measure / KPI APJ Target YTD EMEA 1 Target YTD EMEA 2+3 Target YTD Target LA YTD Target NA YTD Revenue FS ME Revenue ( in 10 0 0 € ) A c c o rding t o S ys t e m f o r M E & S E S e gm e nt Consulting * n/a 377.705 n/a 65.595 n/a 64.246 120.000 120.307 16.972 16.964 n/a 110.336 Education ** n/a 145.240 n/a 27.685 n/a 20.322 45.000 53.533 3.848 8.446 n/a 35.201 Leads, CEMs, ... n/a 30 n/a 13 13 5 9 6 6 6 n/a n/a PM, Consultants, … n/a 57 n/a 10 155 32 30 15 n/a n/a n/a n/a Completed n/a 4 10 0 n/a 1 10 0 10 3 n/a 0 In Progress n/a 6 n/a 1 n/a 0 n/a 0 n/a 5 n/a 0 Pipeline n/a 48 n/a 20 n/a 6 n/a 13 n/a 7 n/a 2 Partner (No. of Individuals) Consultants (No. of Individuals) n/a 320 100 0 n/a 24 200 193 160 103 n/a n/a n/a 151 30 11 n/a 0 20 0 n/a 140 n/a n/a Effort Days n/a 7.007 n/a 272 2.500 2.201 3.000 3.146 n/a 925 n/a 462 Effort Days n/a 1.345 ~600 0 750 0 1.500 420 n/a 925 n/a 0 Headcount De dicated FS ME Em ployees References A1 Custom er Re ferences PSL Enablement PSL Enablem ent (How to build, How to im ple m ent) Consulting Support for SM E Solution Centers Be st Practice s Production *** Other Activities Not Re lated to BP * including Consulting Global Hubs and SAP C Backoffice ** including Global Education *** globally funded only, excluding Effort Days funded by local SME Solution Center 13 PTX_8010 Page 14 of 68 CSE Program - KPI Dashboard 2007 Dashboard 2007 Customer Services Engagement (A1S) Status as of: 11. Okt. 07 Total Target * YTD Measure / KPI APJ Target * YTD EMEA1 (DE) Target * YTD EMEA2+3 Target * YTD LA Target * YTD NA Target * YTD Global HQ Target * YTD Financials SAP Business ByDesign Revenue (in 1000€) 5.059 0 507 0 1.879 0 898 0 n/a n/a 1.775 0 n/a 0 SAP Business ByDesign Operating Results (in 1000€) -11.552 -3.632 -898 -197 -2.721 -741 -1.989 -333 n/a n/a -4.370 -1.865 -1.574 -495 SAP Business ByDesign Costs (in 1000 €) 16.611 3.632 1.405 197 4.600 741 2.887 333 n/a n/a 6.145 1.865 1.574 495 140 68 17 6 46 25 32 6 n/a n/a 42 28 3 3 Completed n/a 18 n/a 0 n/a 10 n/a 1 n/a n/a n/a 7 n/a n/a In Progress n/a 0 n/a 0 n/a 0 n/a 0 n/a n/a n/a 0 n/a n/a Pipeline n/a 7 n/a 0 n/a 5 n/a 0 n/a n/a n/a 2 n/a n/a Headcount Operational Headcount References SAP Business ByDesign Custom er References Project Related KPIs Num ber of Projects 100 27 12 0 35 12 22 4 n/a n/a 31 11 n/a n/a Service Center Share of Work 0 0 0 0 0 0 0 0 n/a n/a 0 0 n/a n/a Average Effort Days per Project 0 0 0 0 0 0 0 0 n/a n/a 0 0 n/a n/a * Kandinsky Budget as of 29 May 2007 14 PTX_8010 Page 15 of 68 Field Services Programs ESOA Roadmap & Extended Services FS ME Program ISV Service Portfolio Service Productization Upgrade Services for SAP ERP (Project MOVE) Global Service & Support Programs E2E Solution Operations Support MaxAttention Premium Support Safeguarding Services Safe Passage GSS ME Channel Business Appendix 15 PTX_8010 Page 16 of 68 ISV Service Portfolio No status update available ! 16 PTX_8010 Page 17 of 68 Field Services Programs ESOA Roadmap & Extended Services FS ME Program ISV Service Portfolio Service Productization Upgrade Services for SAP ERP (Project MOVE) Global Service & Support Programs E2E Solution Operations Support MaxAttention Premium Support Safeguarding Services Safe Passage GSS ME Channel Business Appendix 17 PTX_8010 Page 18 of 68 Service Productization - Progress Report 2007 Program Manager FSCT Sponsor Ress, Tony Start Date Planned End Date Planned Costs 01.01.2007 Roy Wood 31.12.2007 Available on request Program Description Maintain Momentum and make Service Productization part of day to day business. Mainstream Business: Drive Service Productization within Field Services communities and regional / local Service Portfolio Management. New Solutions / Ramp-Up: Enhance service Productization for Ramp Up and NPI Program Objectives Key Performance Indicators (KPI) For Program Improve Regional Adoption / Extend cross regional usage: Identify & improve Best Services; Promote regional & local productized services Implement: Integrate Service Productization into KM Communities & into RU (Support) Development of new Services: “Mature” service innovation processes in particular for ramp-up products and proactively include productization elements (Business Best Practices) 300 completed projects with productization components Service Productization executed in 10 selected Communities 8 qualitative Customer References (“360° Feed Back”) Defined and published Service Innovation Lifecycle process Improved “Catalog” of local / regional / global productize services Global Transparency: Collecting, Publishing and Promoting of regional / local productized services; Tracking of projects associated with service productization; Extend services platform to accelerate productization exchange across regions and countries Overall Program progress Date of report Reporting period start date Reporting period end date Sept 1 07 Sep 30 07 10 Oct 2007 Submitted by R Y G Actual cost to date Forecast at completion in <currency> M. Chang Overall Status in <currency> available on request Program Components Planned Start Planned Finish Component Status Work Package or Project Title Lead Global Alexander von Halle Jan 1, 2007 Dec 31, 2007 R Y G APJ Heiko Mauersberg Jan 1, 2007 Dec 31, 2007 R Y G EMEA Gerald Dietz / Jürgen Reifenröther Jan 1, 2007 Dec 31, 2007 R Y G Latin America Raul Gonzalez Jan 1, 2007 Dec 31, 2007 R Y G North America Amy Maher Jan 1, 2007 Dec 31, 2007 R Y R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required G = According to plan and no open issues G = Closed/Completed 18 PTX_8010 Page 19 of 68 Service Productization - KPI Dashboard September 2007 Status Completed Projects September 2007 Total NA LA APJ Target 300 135 75 30 60 Actual 357 145 74 66 71 In Process 130 84 4 23 19 Pipeline 2007 FS completed projects* EMEA 86 56 0 18 12 Quarterly Breakdown (accumulated) Q1 / 2007 completed projects Target 30 14 8 3 6 Q1 35 14 10 8 3 Q2 / 2007 completed projects Target 91 41 23 9 18 Q2 169 80 41 37 11 Q3 / 2007 completed projects Target 200 89 50 20 41 Q4 / 2007 completed projects Q3 357 145 74 66 71 Target 300 135 75 30 60 Actual EMEA Breakdown (accumulated) EMEA C 2007 FS completed projects EMEA N Cluster 1 Cluster 2 Cluster 3 Target 75 60 40 NA* NA* Actual 104 41 83 16 46 * Cluster KPI break-down not available at this time 19 PTX_8010 Page 20 of 68 Field Services Programs ESOA Roadmap & Extended Services FS ME Program ISV Service Portfolio Service Productization Upgrade Services for SAP ERP (Project MOVE) Global Service & Support Programs E2E Solution Operations Support MaxAttention Premium Support Safeguarding Services Safe Passage GSS ME Channel Business Appendix 20 PTX_8010 Page 21 of 68 MOVE – Progress Report Summary Program Manager Sponsors Martin Riedel (Global Head) Start Date Planned End Date Planned Costs September 2006 Léo Apotheker, Bernd-Michael Rumpf tbd available on request Program Description This program will accelerate the adoption of SAP ERP 6.0. The program supports regions to execute on the upgrade objective by: ensuring a consistent and compelling message to the market; driving a coherent set of products, tools, and services for our customers and partners and establishing a center of expertise for the upgrade topic. Key Performance Indicators (KPI) For Program Program Objectives (List the performance indicators that are tracked for this program) Increase the SAP ERP 6.0 adoption rate Ensure a consistent and compelling message to the market Drive a coherent set of products, tools, and services for cust. and partners Establish a center of expertise for the upgrade topic; UCCs See attached dashboard for full set of KPIs: Microsoft Excel Worksheet Overall Program progress Date of report Reporting period start date Reporting period end date 01 August 2007 31 August 2007 10 Sept 2007 Submitted by R Y Actual cost to date G Forecast at completion in <currency> Riedel Overall Status in <currency> available on request available on request Program Components (Global work packages/projects as well as regional rollout work packages) Work Package or Project Title Planned Start Team Members Planned Finish Component Status Program Management & Measurement Werner Trips, Sevgi Aydin Sept 06 ongoing R Y G Marketing, Communications & Field Engagement Nancy Engels, Michael Erhardt, Frederike Zeier, (Phillips Hofmann) Sept 06 ongoing R Y G Service & Support Frank Klees, Andreas Stengel Sept 06 ongoing R Y G Partner Enablement Marcus Blaesi, (Vasee Rayan, Jürgen Stegemann) Sept 06 ongoing Products, Tools & Knowledge Management Steffen Thiem, Martin Caton, Anja Pusch Sept 06 ongoing UCC – Americas, APJ, EMEA Marco Aurelio, Sanjay Makhijani, Jörg Rudat Jan 07 ongoing R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required Y R Y G Y G = According to plan and no open issues = Closed/Completed 21 PTX_8010 Page 22 of 68 GUO KPI Dashboard Summary – September 2007 – 1/2 Key Performance Indicator Actual Target Achiev. Delta Trend Last Update Direct KPIs Systems Live ( < SAP ERP 6.0 ) 31,826 NA -255 Sep. 30st, 2007 Number of SAP ERP 6.0 Productive Systems (13.1 % of IB ) 4,818 5,150 93.6 % +444 Sep. 30st, 2007 Number of SAP ERP 6.0 Systems Upgraded ( 8.5 % of IB ) 3,126 2,850 109.7 % +281 Sep. 30st, 2007 109 390 27.9 % +38 Aug. 31st, 2007 7321 1,550 47.2 % +163 Sep. 30st, 2007 Landscape Upgrade KPI tbd. Indirect KPIs Number of SAP ERP 6.0 Projects led by Field Services2 Number of SAP ERP 6.0 Projects led by Partners Number of SAP ERP 6.0 Productive Customers 3,744 Contracts Conversion - +338 Sep. 30st, 2007 59% Extended Maintenance (4.6 C) NA NA - - Aug. 31st, 2007 +69 Sep. 30st, 2007 443 No. of Hits Upgrade Homepage 640 69.2 % 45,488 NA - +3,377 Sep. 30st, 2007 5,467 NA - +305 Sep. 30st, 2007 Shipments - cumulative 17,626 NA - +619 Sep. 30st, 2007 License Keys – cumulative 13,792 NA - +532 Sep. 30st, 2007 Active Installations 1 Values 2 from bottom-up analysis; Data quality questionable, but improvement started Numbers have been adapted to the KPI specification; Figures reported in the past included additional services and partner led projects 22 PTX_8010 Page 23 of 68 GUO KPI Dashboard Summary – September 2007 – 2/2 Key Performance Indicator Actual Target Achiev. Delta Trend Last Update Indirect KPIs References Number of Live SAP ERP 6.0 References 87 Number of Live SAP ERP 6.0 Upgrade References (cum.) 100 87 % +17 Sep. 30st, 2007 123 - - Sep. 30st, 2007 85 NA - - III. Quarter, 2007 193 NA - 1,593 Number of reference customers in the Experience Data Base NA NA QUA and Marketing Qualified Leads Qualified campaign leads – cumulative Qualified QUA leads - cumulative QUAs executed / in progress - cumulative 309 865 CW 39, 2007 - +226 CW 39, 2007 35.7 % +22 CW 39, 2007 1 Values from bottom-up analysis; Data quality questionable, but improvement started Numbers have been adapted to the KPI specification; Figures reported in the past included additional services and partner led projects Source: For information on data sources and details see attached dashboard: 2 Microsoft Excel Worksheet 23 PTX_8010 Page 24 of 68 MOVE - Program Set Up Program Milestones Program Key Accomplishments & Planned Activities Status of the major milestones for the program as defined in the program charter. Top accomplishments during the period covered by this report. Target Completion Date Status* Program Charter Finalized 3 Nov 06 C Establish and staff core Program Office 15 Nov 06 C Confirm and initiate Execution Council 15 Nov 06 C Master plan 3 Nov 06 P Comprehensive Risk Mgmt Plan 30 Nov 06 P Staff Upgrade Org. (central & regions) 31 Jan 07 IP Define and approve program KPIs 30 Nov 06 C Implement KPI reporting 31 Dec 06 C 2007 budget approved 31 Dec 06 C Executive MBOs set 31 Dec 06 C Financial Controlling infrastructure in place 15 Nov 06 C Master Communications Plan 15 Nov 06 IP Milestone Accomplishments Planned Activities for Next Period Post role descriptions to recruiting in Intranet Financial controlling in place Consistent work stream progress reporting ensured 2007 work stream deliverables planning started 2007 financial controlling and monitoring set up Direct KPI definition finalized 2008 deliverables and budget planning started Data quality improvement process started Update program charter (in progress) Ongoing monitoring, tracking and controlling * Status notation: P = Pending IP = In Progress OH = On Hold C = Completed Key Issues or Concerns Top Issues or risks Issue / Risk Plan of Action Responsible 24 PTX_8010 Page 25 of 68 MOVE – Program Set Up Work Packages Progress Date of report Reporting period start date Reporting period end date 01 Sept 2007 30 Sept 2007 10 Oct 2007 Submitted by Overall Status R Trips Y Actual cost to date in <currency> Forecast at completion in <currency> G Planned Start Planned Finish Component Status Major Work Packages – 2007 Lead Program Planning and Definition Haskins/Trips already started 30 Nov 06 R Y G Financial Controlling & Set Up Haskins/Trips already started 15 Nov 06 R Y G Program Controlling & Monitoring Haskins/Trips already started 30 Nov 06 R Y G Benefits Management (including KPI definition) Trips/Aydin already started 28 Feb 07 R Y G Team Processes Haskins/Trips already started 15 Nov 06 R Y G Program Staffing & Recruiting Riedel/A Doerner already started 31 Jan 07 R Y G Infrastructure Haskins/Trips already started 30 Nov 06 R Y G R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required G = According to plan and no open issues = Closed/Completed 25 PTX_8010 Page 26 of 68 MOVE – Marketing, Communication & Field Engagement Work Packages Progress Date of report 10 Oct 2007 Reporting period start date Reporting period end date 01 Sept 2007 Submitted by 30 Sept 2007 Overall Status Engels Milestones - 2007 Y Forecast at completion in <currency> G Key Accomplishments & Planned Activities Status of the major milestones for the work package as defined in the program charter. Key Milestones R Actual cost to date in <currency> Target Completion Date All touches executed 31 Dec Top accomplishments during the period covered by this report. Status* IP GUO involvement in SAPPHIRES 2007 – US, Europe, Japan 31 Oct IP GUO involvement in annual user group conferences 31 Dec IP 1st Review Marketing activities and respective impact 31 May C 2nd Review Marketing activities and respective impact 30 Sept IP 3rd Review Marketing activities and respective impact 31 Dec IP Accomplishments ERP 6.0 Upgrades messaging ready for syndication Touch 2 assets finalized for NA rollout Touch 3, Financial Transformation in continued localization efforts for APJ, LA, EMEA. Training Course Hard Offer on target for October rollout Secured upgrades presence (upgrade promotion, pods, customer meetings) at Tech Ed Las Vegas and Munich GUO support plan for User Group events in place and execution started Touch 4, HCM, creative brief drafted, agency engaged. Target delivery is late Q4 Collateral: hierarchy created; Sales Guide collateral project initiated, agency retained; FAQ and Cookbook collateral pieces in review cycles Participating in MCO/Global Marketing 2008 planning process Developed upgrades podcast for field enablement purposes Upgrade Newsletter finalized for early October distribution Regular communiques across SAP noting progress and highlighting activities Planned Activities for Next Period Create Corporate Upgrades Presentation based upon ERP 6.0 Upgrades Messaging Framework and syndicate to key stakeholders Continue to support delivery of QUA services offer across all regions Roll out Touch 3 in APJ, LA, (2 phased approach for EMEA & NA) Deliver upgrades terminals to UCCs Support HP, IBM, Microsoft, & Intel partner 2008 joint marketing planning efforts. Complete 2008 planning with MCO First draft Upgrades Sales Guide Finalize Upgrades FAQ & Cookbook drafts to put into production cycle Complete MCO marketing plan integration Contribute to FKOM planning to ensure GUO/upgrades presence Participate in Tech Ed Munich event Ensure upgrade presence (upgrade promotion, pods, customer meetings) at TechEd Shanghai and Bangalore Ensure positioning of the upgrade topic at SAPPHIRES 2008 * Status notation: P = Pending IP = In Progress OH = On Hold C = Completed Key Issues / Concerns Hiring efforts for Marketing and FE Director continue to be a challenge. Internal candidates lacking. Marketing bandwidth is an issue. Lack of Field Enablement resource hindering internal education efforts. R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required Region(s) All All Plan of Action Responsible Continued internal outreach for marketing candidates Identify Resource to perform FE duties N. Engels M. Riedel, N. Engels G = According to plan and no open issues = Closed/Completed 26 PTX_8010 Page 27 of 68 MOVE – Marketing, Communication & Field Engagement Work Packages Progress Date of report Reporting period start date Reporting period end date Submitted by 01 Sept 2007 30 Sept 2007 Engels 10 Oct 2007 Overall Status R Y Planned Start Actual cost to date in <currency> Forecast at completion in <currency> G Planned Finish Percentage of Completion Component Status Major Deliverables - 2007 Lead Global Team hired and set up N. Engels 01 Jan 31 Mar 50% R Execute on touches, focus on touch 1 to 4 N. Engels 01 Jan Dec 31 60% R Y G Define Marketing Activities for Q 3, Q4 and 2008 N. Engels 15 Mar 31 Jul 60% R Y G Execute on defined marketing activities for Q 3 and Q4 N. Engels 01 Aug 31 Dec 5% Asses, establish and execute on dedicated customer engag. events N. Engels 01 May 31 Dec 80% Define touch 3-5 hard offers M. Riedel/ N. Engels 01 Jan 30 Jun 40% R Y Execute on touch 3-5 hard offers N. Engels 01 Jan 31 Dec 20% R Y Identify relevant and align with existing internal newsletters F. Zeier 01 Mar 31 Jul 80% Establish frequent communication framework and concept to execution council and associated team members P. Hofmann 01 Feb 30 Apr 100% R Y G Establish involvement at key events – FKOM, SAPPHIRE, TechEd N. Engels 01 Mar ongoing 75% R Y G Establish involvement in key user group events – ASUG, DSAG, etc. N. Engels 01 Jan 31 Dec 75% R Y G Finalize Lead tracking system coverage (CRM customizing) N. Engels 01 Jan 31 Apr 90% Y G Positioning and development of Jump Start N. Engels, M. Erhardt 01 Jan 31 May 70% Y G Get approval and execute on Sales incentive M. Erhardt - - 90% Y G Develop and syndicate upgrades messaging framework N. Engels 01 Apr 30 June 80% Y G Finalize Field Communications Plan N. Engels 01 Mar 15 April 20% R Finalize Field Engagement Training Plan N. Engels 01 Mar 30 April 10% R Establish communication framework for regional status update N. Engels 01 Mar 31 Dec 100% R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required Y G G G R Y Y G G G = According to plan and no open issues = Closed/Completed 27 PTX_8010 Page 28 of 68 MOVE – Service & Support Work Packages Progress Date of report 10 Oct 2007 Reporting period start date Reporting period end date 01 Sept 2007 Submitted by 30 Sept 2007 Martin Riedel Overall Status R Y G Actual cost to date in <currency> Available on request Milestones - 2007 Available on request Key Accomplishments & Planned Activities Status of the major milestones for the work package as defined in the program charter. Forecast at completion in <currency> Top accomplishments during the period covered by this report. Milestones Target Date Status* Defined key upgrade service 31. May C Defined service ready for global positioning and delivery 31. Jun C Global service portfolio ready 31. Oct. IP Process for continuous improvement of services established 31. Oct. IP Decision on service delivery through partners 30. Nov. 31. Dec. P Second version of upgrade service portfolio ready 31. Dec. QUA version 2.0 developed & globally launch started QUA demand continues to be strong; delivered 320 times globally “Coach for Upgrade” service defined GDC support for field services has improved; continues monitoring established Project towards Value Assessment service defined and started First reference for QUA available P First version of GSS/AGS/support engagement model ready Accomplishments Planned Activities for Next Period Map upgrade services and define key service content and delivery Define QUE 3.0 based on outcome of mapping process Find new naming for QUA and QUE to better differentiate and position Investigate delivery readiness in regions Analyze terms and conditions to have partners delivering services Finalize scoping and timeline for Value Assessment project, including engagement model with VE-US as well as use of the VLMTool Strengthen alignment with AGS Investigate Service (and tool) readiness for Partners P * Status notation: P = Pending IP = In Progress OH = On Hold C = Completed Key Issues or Concerns Top Issues or risks Issue / Risk Region(s) Staffing of the Director and team Alignment/connect services Services Partner ready Global Global Global R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required Plan of Action Accelerate hiring measures Newly assigned Newly assigned Responsible M. Riedel, MMT A. Stengel, T. Schefold, L. Dick M. Blaesi G = According to plan and no open issues = Closed/Completed 28 PTX_8010 Page 29 of 68 MOVE – Service & Support Work Packages Progress Date of report Reporting period start date Reporting period end date 01 Sept 2007 30 Sept 2007 10 Oct 2007 Submitted by Overall Status R Martin Riedel Y Actual cost to date in <currency> Forecast at completion in <currency> G Lead Planned Start Planned Finish Percentage of Completion Sign off engagement model with Field Services tbd 01 Jan 31 May 65% R Y G Finalized and agreed on MOVE key Services tbd 01 Jan 31 May 90% R Y G Outline upgrade services based on customer feedback, e.g. ASUG, DSAG, SAPPHIRE tbd 01 Jan 31 Dec 70% R Y G Collect and provide documentation for key SAP offerings for upgrade service for project planning and execution (key countries) tbd 01 Jan 31 Mar 70% R Y G Collect and provide documentation for approach, methodology, tools required and deliverables of current SAP upgrade service offerings and transfer to focused service offering tbd 01 Jan 31 Mar 70% R Y G Proposal for aligned focused service offering in detail in regards to approach, methodology, tools required and deliverables tbd 01 Jan 31 May 80% R Y G Revised and agreed common upgrade service offering for execution with Field Services tbd 01 Jan 31 Dec 60% R Y G Communicate internally toward common and comprehensive message tbd 01 Jan 31 Dec 60%. Analyze and prepare possibilities to enable partners for positioning and execution and address issues in regards to scale, IP, competition, quality tbd 01 Mar 30 Jun 20% Common positioning of service and support upgrade offering tbd 01 Jun 30 Sep 40% Major Deliverables - 2007 (Global work packages or projects) R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required Status G R Y G Y G G = According to plan and no open issues = Closed/Completed 29 PTX_8010 Page 30 of 68 MOVE – Partner Enablement Work Packages Progress Date of report Reporting period start date Reporting period end date 01 Sept. 2007 30 Sept. 2007 10 Oct. 2007 Submitted by Marcus Blaesi Milestones 2007 R Y Actual cost to date in kEUR Forecast at completion in kEUR G Key Accomplishments & Planned Activities Status of the major milestones for the work package as defined in the program charter. Top accomplishments during the period covered by this report. Target Completion Date Status* Provision of an overarching engagement framework for SI/Technology partners 05 Mar C 5 consultants globally staffed and trained to support top Channel Partners in migrating their R/3-based solutions 30 Apr C Complete regional roll-out of partner engagement model / guidelines across all regional Alliance Management teams 10 May C Detailed segmentation of Partner Ecosystem by size, geography, industry and value prop. 01 Jul IP Comprehensive partner support offering globally available, trained and delivered 01 Aug IP Partner strategy and engagement with “Supporting Partner Segments”, e.g. ISV’s, BPO/ITO-providers developed and executed 01 Oct C Milestone Key Issues or Concerns Overall Status Accomplishments Quarter 03/07 Channel Partner support for solution migration established, KPI target for 2007 already met Global SI Partner segmentation done, reflecting current focus on SI partners Simplified KPI tracking established New partner training/webinars delivered and roll-out started UCC partner support established, first regional operational plans developed 14 Global SI partners educated about MOVE; Tier 1 collaboration models with IBM, Capgemini and HP started Joint go-to-market started with IBM (DB2), Microsoft (SQL), HP (EMEA, US); Global IBMled roadshow in preparation Additional partner marketing activities are in execution, e.g. “Quick Reference Guide” for key local partners Planned Activities for Quarter 4/07 Completion of partner segmentation Deliver new partner support offerings globally, e.g. new partner trainings for the positioning of upgrades Further development of partner enablement offering (value prop. toolkit, sales guide, tools, etc.) Enhance go-to-market support for Tier 1 / Tier 2 and Channel Partners Successful deployment of the database campaigns (MS, IBM DB2) Run engagements with technology partners (e.g. Intel, MSFT) Deliver and new partner incentives, e.g. reference case program Increasing upgrade demand through partners positioning industry-specific or functional value propositions Top Issues or risks Issue / Risk Region(s) Plan of Action Responsible Staffing of global team Global Hiring out of given candidates pipelines M. Blaesi Insufficient reporting quality of SI-partner (country data) ALL Change measuring towards growth rate than based on absolute number M. Blaesi R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required G = According to plan and no open issues = Closed/Completed 30 PTX_8010 Page 31 of 68 MOVE – Partner Enablement – Deliverables Overview Work Packages Progress Date of report Reporting period start date Reporting period end date 01 Sept. 2007 30 Sept. 2007 10 Oct. 2007 Submitted by Marcus Blaesi Overall Status R Y Major Deliverables - 2007 Forecast at completion in kEUR G Lead (Global work packages or projects) Actual cost to date in kEUR Planned Start Planned Finish Percentage of Completion Global team hired and set up M. Blaesi 01 Jan 31 Mar 50% Status R Y R Y Partner strategy / focus areas for 2007 defined; engagement frame defined M. Blaesi 01 Jan 01 Mar 100% Visibility in key global partner marketing assets ensured, e.g. newsletter, webinars, expert sessions, playbook, Sapphire, World Tour, Teched, etc. M. Blaesi K. Terner 01 Jan 01 Mar 100% 5 consultants globally staffed and trained to support top Channel Partners in migrating their R/3-based solutions M. Blaesi, UCC Heads 01 Jan 28 Feb 100% Services from SAP field services available for partners / services from SAP FS that could be delivered through partners defined (rescheduled due staffing) M. Blaesi 15 Mar 31 Dec 75% Y G Stable and sustainable engagement model with internal partner management, esp. for global, key local SI-partners and channel partners established M. Blaesi 01 Jan 25 Apr 100% Y G M. Blaesi UCC Heads 01 Apr 15 May 100% Regional engagements/relationship between partners and UCC’s established (EMEA delayed due to hiring delay, partially compensated via Partner Ops.) Partner KPI tracking process and tool across regions (internal/external); pilot in EMEA-N established M. Blaesi 01 Apr 20 May 100% Segmentation of ecosystem (size, geography, industry, value prop.) detailed M. Blaesi 01 Jan 01 Jul 75% Provide additional partner incentives where partners can demonstrate upgrade competence M. Blaesi 01 May 01 Oct 50% Comprehensive, multi-regional engagement models with min. 3 Global SI’s established, including industry-specific positioning / value propositions V. Rayan M. Blaesi 01 Jan 01 Aug 100% Comprehensive SI-partner enablement offer provided; including education, value proposition, tools, services and go-to-market support, aligned with partner classification/incentive structure M. Blaesi 01 Jan 01 Aug 85% Engagement models with Technology, ITO, BPO and ISV partners established to increase market momentum with supporting messaging (selected partners) M. Blaesi 01 Jul 01 Sep 100% Co-marketing campaigns on regional / local level conducted to create pull effect via Global SI’s, key local partners and supporting partner segments M. Blaesi 01 Aug 01 Nov 85% G R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required Y R G Y G Y R G Y R Y G Y G G G = According to plan and no open issues = Closed/Completed 31 PTX_8010 Page 32 of 68 MOVE – Products, Tools and Knowledge Management Regional Work Packages Progress Date of report 10 Oct. 2007 Reporting period start date Reporting period end date 01 Sept. 2007 Submitted by 30 Sept. 2007 Overall Status R Thiem Milestones - 2007 Y Actual cost to date in <currency> Forecast at completion in <currency> G Key Accomplishments & Planned Activities Status of the major milestones for the work package as defined in the program charter. Target Completion Date Milestone Top accomplishments during the period covered by this report. Status Present new approach to resolve MDMP/ Unicode issue 13 Apr C Upgrade Dependency Matrix: Decision about concept and further developments 31 Aug C Upgrade Dependency Matrix: Tool development plan available 31 Oct IP Upgrade Cookbook (version 2) Draft 31 Aug C Upgrade Cookbook (version 2) available 30 Nov IP Create upgrade tools portfolio 31 Oct IP Upgrade Knowledge Platform available 31 Dec Accomplishments IP Planned Activities for Next Period MDMP/Unicode issue resolution: Issue resolution completed, decision document distributed, waiting for final Board decision Upgrade Dependency Matrix Tool development planning started Approval for development project received / resources available Alignment with stakeholders ongoing Alignment of investment buckets ongoing Upgrade Cookbook (V2) First review of draft carried out Document revised and structure changed New review and delivery date planned Upgrade Knowledge Platform concept available Upgrade tools portfolio creation started Upgrade Dependency Matrix Finalize review of content Continue development project planning and finalize resource commitments Continue definition of permanent maintenance process Reduction of dependencies (to be planned) 2nd review of Upgrade Cookbook (V2) and alignment with stakeholders Creation of draft upgrade tools portfolio Upgrade Knowledge Platform: new content creation, start of blog, clean-up of outdated documents Working to engage necessary resources * Status notation: P = Pending IP = In Progress OH = On Hold C = Completed Key Issues or Concerns Top Issues or risks Issue / Risk Region(s) Plan of Action Staffing and on-boarding of new resources S. Thiem Upgrade Dependency Matrix: Phased tool development was not accepted due to complex tool landscape and limited availability of expert know-how R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required Responsible Adapt tool development plan S. Thiem G = According to plan and no open issues = Closed/Completed 32 PTX_8010 Page 33 of 68 MOVE – Products, Tools and Knowledge Management Regional Work Packages Progress Date of report Reporting period start date Reporting period end date 01 Sept. 2007 30 Sept. 2007 10 Oct. 2007 Major Deliverables - 2007 (Global work packages or projects) Submitted by Lead Overall Status R Thiem Planned Start Y Planned Finish Actual cost to date in <currency> Forecast at completion in <currency> G Completion Rate Component Status Team Staffing Steffen Thiem 01 Jan 30 Mar 70% R Y G Alignment of investment buckets Steffen Thiem 15 Sep 06 31 Dec 07 n.a. R Y G MDMP/ Unicode issue resolution Steffen Thiem 15 Feb 13 Apr 99% R Y G Upgrade Dependency Matrix (concept and alignment) Steffen Thiem 01 Mar 31 Aug 100% R Y G Upgrade Dependency Matrix (tool development plan/ Upgrade Dep. Analyzer) Steffen Thiem 01 Aug 31 Oct 30% Upgrade Cookbook (version2) Steffen Thiem 01 Jun 30 Nov 80% Upgrade Tools Portfolio Steffen Thiem 01 Aug 30 Sept 30% Upgrade Knowledge Platform Steffen Thiem 01 Jun 31 Dec 50% R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required Y R G Y R Y G Y G G = According to plan and no open issues = Closed/Completed 33 PTX_8010 Page 34 of 68 Field Services Programs ESOA Roadmap & Extended Services FS ME Program ISV Service Portfolio Service Productization Upgrade Services for SAP ERP (Project MOVE) Global Service & Support Programs E2E Solution Operations Support MaxAttention Premium Support Safeguarding Services Safe Passage GSS ME Channel Business Appendix 34 PTX_8010 Page 35 of 68 E2E Solution Operation – GLOBAL Executive Dashboard Source: E2E Solution Operations Support Reporting Oct. 2nd, 2007 E2E Adoption Summary September 2007: SAP AGS organization prepared for mass adoption: 1,500 colleagues are certified now in E2E E2E Solution Operations offerings established – first pilots sold E2E Trainings get more traction: ~400 customers signed up for certification Many events campaigned with E2E Solution Operations Successful ASUG User Group webcast campaign with over 750 attendees TechEd Las Vegas, CCC Salzburg, some ASUG chapter meetings, MAX Adobe 2007 Chicago, DKOM Karlsruhe, etc. Run SAP development project started in Berlin in collaboration with SAP Consulting (LGD) 1600 1400 1200 1000 800 600 400 200 0 Usage of SolMan scenarios E2E Knowledge (AGS personnel certified) E2E Knowledge (Prim & Dev Support) Se p Au g Ju ly Ju ne ay M Ap r ar M Fe b Ja n E2E Knowledge (Customer & Partner) Changes Feb2007: Targets got increased to reflect the effect on our customer base rather than just a small segment. Notes for March 2007 report: RCA estimate March: 40 (only customers with latest SolMan SupportPack are sending data on RCA back to SAP) No OTO estimated yet. Material Numbers: 7003298 Solution Manager Extended Service Desk 7003440 SEP 35 PTX_8010 Page 36 of 68 E2E Solution Operations Adoption – Details SEP 2007 Source: E2E Solution Operations Support Reporting Oct. 2nd, 2007 Summary September 2007: E2E Solution Operations Services to be sold by SAP Field (CEM, AEs) So far, marketing campaign only conducted “AGS internal” to MaxAttention customers Need full support by the FKOMs of all regions Due to the lack of adoption the expected savings on the support cost thru E2E Solution Operations is in jeopardy Actual Usage of SolMan Scenarios (1) (Data base: all SolMan installations) Apr May Jun Q2 goals Actual Jul Aug Sep Q3 goals Target 2007 1,500 Root Cause Analysis 85 87 90 300 95 98 112 1,000 Change Request Management 160 165 169 300 243 246 261 600 850 Business Process Monitoring 153 160 182 175 205 209 217 200 250 Upgrade Planning 44 120 182 100 280 286 300 250 300 Additional Sales Revenue thru Solution Manager Solution Support Enablement Package (SEP) HP-Mercury Adapter (in development) (number of contracts) 0 0 0 10 5 8 14 20 30 n/a n/a n/a n/a n/a 0 1 5 30 10 100 550 E2E Solution Operations Program Solution Operations Starter Packages (number of delivered services) n/a n/a n/a n/a n/a n/a APR RCA: = 1 (Siemens) Adoption goals were increased to reflect the wider customer segment: Top2000 now – instead of top300 before. 36 PTX_8010 Page 37 of 68 Field Services Programs ESOA Roadmap & Extended Services FS ME Program ISV Service Portfolio Service Productization Upgrade Services for SAP ERP (Project MOVE) Global Service & Support Programs E2E Solution Operations Support MaxAttention Premium Support Safeguarding Services Safe Passage GSS ME Channel Business Appendix 37 PTX_8010 Page 38 of 68 SAP MaxAttention Revenues per Region: Comparison ACT 07 / BUD 07 Source: MaxAttention Status Reporting September 2007 HY1 Posting period Profit Center ACT 07 FC 07 BUD 07 ACT 06 ACT 07/ BUD 07 * 1.000 € EMEA 23.382 23.382 21.450 11.258 1.931 AMERICAS & APJ 17.160 17.160 4.075 7.290 13.085 40.542 40.542 25.526 18.549 15.016 Global Marketing 0 0 0 0 0 Global Sales & Admin 0 0 0 0 0 40.542 40.542 25.526 18.549 15.016 Research & Breakthrough Innovation 0 0 0 0 0 Product Technology Group 0 0 0 0 0 244 244 0 135 244 40.785 40.785 25.526 18.683 15.260 Global Field Operations Customer Solutions & Operations Global Service & Support SAP Group Operative HY2 Posting period Profit Center ACT 07* FC 07 BUD 07 ACT 06 ACT 07/ BUD 07 * 1.000 € EMEA 23.408 18.745 23.649 16.788 -242 AMERICAS & APJ 17.167 7.501 4.073 15.297 13.094 40.575 26.246 27.722 32.085 12.853 Global Marketing 0 0 0 0 0 Global Sales & Admin 0 0 0 0 0 40.575 26.246 27.722 32.085 12.853 Research & Breakthrough Innovation 0 0 0 0 0 Product Technology Group 0 0 0 0 0 Global Service & Support 57 780 0 259 57 40.632 27.026 27.722 32.344 12.910 Global Field Operations Customer Solutions & Operations SAP Group Operative * Actual HY2 = Actual posted for Sept 07 (10,8 m€) + Accruals Oct -Dec 07 (29,8 m€) = 40,6 m€ Invoice Pool 2007 + Accruals Oct -Dec 07 = 23,3 m€ 38 PTX_8010 Page 39 of 68 SAP MaxAttention Revenues per Region: Comparison FC 07 / BUD 07 Source: MaxAttention Status Reporting September 2007 ACT 07 Jan – Sept Company code FC 07 Jan – Sept * 1.000 € 0008 0002 0023 * 1.000 € * 1.000 € Act 06 Jan – Dec Delta FC 07/BUD 07** * 1.000 € * 1.000 € 16.375 7.717 7.813 SAP Schweiz 9.012 13.517 8.523 4.849 4.994 SAP Deutschland AG & 8.412 12.618 8.297 6.160 4.321 SAP France SA 3.868 5.802 4.296 538 1.506 SAP Italia S.p.A. 3.452 5.178 2.968 1.402 2.210 0007 SAP UK Limited 3.355 5.032 3.147 1.760 1.885 0009 SAP Canada 2.529 3.793 1.889 906 1.904 0004 SAP Nederland BV 2.430 3.645 2.655 1.044 990 0060 * 1.000 € 24.188 0010 ACT Jan – Sept 2007 16.125 0005 Posting period Profit Center SAP AMERICA, INC. BUD 07** per location SAP Brasil Ltda. 1.897 2.845 0 892 2.845 SAP Andina y d.Carib 1.766 2.649 1.094 1.357 1.555 EMEA 37.416 0062 AMERICAS & APJ 29.036 0017 SAP Africa (Pty) Ltd 1.638 2.457 2.166 484 291 66.452 0035 SAP Mexico 1.513 2.270 1.090 681 1.179 0251 SAP GOVERNMENT S&S I 1.355 2.033 938 510 1.095 0012 994 Global Field Operations Global Marketing SAP Sweden 1.245 1.867 874 418 0032 SAP Japan Co., Ltd. 1.228 1.842 1.463 1.045 Research & Breakthrough Innovation 0011 SAP Denmark 1.162 1.743 787 519 956 Product Technology Group 0235 SAP CIS LLC 947 1.420 350 278 1.070 300 0018 SAP Norway 689 1.034 558 0 476 66.752 0014 SAP AUSTRALIA PTY LT 660 990 927 53 63 0001 SAP AG 585 878 667 657 211 0016 NV SAP Belgium SA 497 746 353 0 393 0061 SAP Argentina 451 677 395 0 282 0065 SAP Public Services, 435 653 355 0 297 0038 SAP CHINA 347 520 453 1 0039 SAP Korea, Ltd. 321 482 486 0 -4 0265 SAP Retail, Inc. 221 331 169 -51 163 0046 SAP Finland 204 306 230 56 76 0074 SAP HONG KONG 185 278 197 0 81 0006 SAP Espana 176 265 193 932 72 0256 SAP TURKEY 45 68 47 44 21 0015 SAP ASIA PTE LTD 37 56 39 113 17 0069 SAP Andina y d.Carib 27 40 19 23 21 0013 SAP NEW ZEALAND LIMI 0 0 0 0 0 0206 SAP Public Services -62 -92 0 0 -92 66.752 100.128 62.000 32.389 38.128 Global Sales & Admin Customer Solutions & Operations Global Service & Support SAP Group Operative 66.452 Overall Result 380 67 **assumption 39 PTX_8010 Page 40 of 68 SAP MaxAttention Management Summary Source: MaxAttention Status Reporting September 2007 Comments Status Revenue 98,3 8,2 23,3 Actuals Q1.07 = + 18,9 m€ Pipeline Invoice Pool 66,8 51,0 18,9 Q4.06 Q1.07 Actuals 03.07 = + 26,0 m€ 66,8 40,8 Q2.07 Actuals Q2.07 = + 21,9 m€ Actual Revenue Q3.07 Q4.07 Budget Budget 2007 -> 62,0 m€ overachieved 50,0 BUD 2006 90,0 FC 2007 130,0 116,0 170,0 including pipeline (98,3 m€) = overachieved excluding pipeline (90,1 m€) = overachieved 200,0 Target/BUD 2008 not yet approved. 62,0 BUD 2007 FC 2008 BUD 2008 FC 2009 FC 2010 Capacity 2775 Person-days capacity limit 330 500 570 2775 2351 380 625 630 2775 2598 2775 440 710 625 937 790 2928 1250 3258 Escalations SFG EoD & others PD SFG Service PD Max others Max EoD 2380 2630 2965 3298 Q1.07 Q2.07 Q3.07 Max Service PD Completely booked with Escalations and MaxAttention Safeguarding contracts Complex Escalations (large complex projects like Navy, Lockheed Martin P&G etc.) grow dramatically in US New technologies move to the next level of usage (Volume, Availability, Performance). All US customers deploy those before the ERP2005 upgrade. (Portal, BI/BIA, ESS/MSS, MDM, CRM, XI) Q4.07 40 PTX_8010 Page 41 of 68 SAP MaxAttention Financial Cases Source: MaxAttention Status Reporting September 2007 Cases in m€ 2004 – 2006 2007 2007 2004 – until Dec 2006 2008+ until Dec 2007 Revenue assured 2007 Revenue assured 2006 Profitability 63% 64,4 w/w Pipeline Current Case reflects the current situation w/w pipeline weighted 8,2 19,5 renewed 74,4 achieve all renewals 23,2 new 93,9 expire 2007 90,1* 121,9 305,9 m€ 21,5 Cumulated (2007 – 2013) 2,3 212,0 m€ expire in Dec 07 5,7 43,1 baseline assured Cumulated (2004 – 2013) (all phases A,B,C,D) weighted (all phases A,B,C,D) expired until Dec 2006 Comments effective in 2008 – 2013 baseline assured (Actuals 2004 – 2006 cum.) (Invoice Pool 2008-2013) baseline assured Cumulated Best Case see current case with w/w weighted pipeline (Phase A) expired until Dec 2006 19,5 renewed 74,4 expire 2007 with w/w unweighted pipeline (Phase A,B,C,D in 2008+) 93,9 w/w Pipeline w/w Pipeline 8,2 weighted (all phases A,B,C,D) weighted (Phase A) 23,2 new expire in Dec 07 baseline assured (Actuals 2004 – 2006 cum.) 21,5 2,3 5,7 35,9 43,1 baseline assured 98,3 137,9 new / renewals / w/w unweighted pipeline (2004 – 2013) 452,0 m€ (all phases A,B,C,D) 121,9 Cumulated (2007 – 2013) 358,1 m€ baseline assured (Invoice Pool 2008-2013) * Revenue assured = Actuals Jan – Sept 2007 + Invoice Pool 2007 -> Datasource: Customer Overview New © SAP 2007 / Page 41 41 PTX_8010 Page 42 of 68 SAP MaxAttention Contracts Source: MaxAttention Status Reporting September 2007 Contract trending New and Renewal Contracts Key Message + 11 additional planned budget in 2007 in m€ 45 new contracts in 2007 total planned 130 total assured + 25 new c o nt rac t s + 26 will e xpire D ec 08 + 40 + 28 total planned 105 -5 94 13 expired D e c 06 overachieved + 45 baseline + renewal planned + 18 12 e xpiring in 2 00 7 Top 6 Opportunities: t o be rene wed in 2 0 0 8 133 (incl.-5 lost) Barclays Bank, BASF, George Weston Foods Ltd., IM Corp., Pepsi International, Postbank 105 81 81 baseline + renewal planned lost 2007 total assured 2007 delta BUD vs assured Budget 2007 potential renewals & assured 2007 Budget 2008 Contract trending by 2011 Key Message in m€ Total planned 105 contracts for 2007 + 47 + 39 + 28 new contracts overachieved + 31 247 + 25 increase 06 vs. 07 2007 161 130 105 94 2006 - 5 contracts not renewed 200 + 11 increase 07 vs. 08 # of customers 2008 increase 08 vs. 09 2009 increase 09 vs. 10 2010 increase 10 vs. 11 2011 # add. contracts per year 42 PTX_8010 Page 43 of 68 SAP MaxAttention Financials Source: MaxAttention Status Reporting September 2007 Key Message Financial Overview 2004 – 2010 View 2007 in m€ Actuals Q3.07 = + 26,0 m€ BUD 07 = 62,0 m€ including pipeline = 98,3 m€ overachieved excluding pipeline = 90,1 m€ overachieved Profitability 62% 61% 59% 59% 61% Budget 2007 -> 62 m€ overachieved 63% including pipeline (98,3 m€) = overachieved excluding pipeline (90,1 m€) = overachieved 59% Target/BUD 08 not yet approved. 98,3 200,0 8,2 170,0 Profitability = 63% 23,3 130,0 93,9 116,0 90,0 66,8 42,9 66,8 Q3.07 Q4.07 62,0 40,8 18,9 15,6 2004 cum. 2005 cum. 2006 cum. Q1.07 Q2.07 Actual Revenue Invoice Pool FC 2007 Budget 2007 FC 2008 Target 2008 Pipeline * (weighted) * phases A FC 2009 FC 2010 Budget/Target ** Target 2008 not yet approved. Financial Overview in Quarters 2006 vs. 2007 in m€ Key Message 98,3 8,2 Actuals Q1.07 vs. Q1.06 -> increase of 11,2 m€ (145%) 23,3 Actuals Q2.07 vs. Q2.06 -> increase of 20,9 m€ (105%) 66,8 51,0 7,7 Q1.06 19,9 Q2.06 66,8 40,8 33,7 Actuals Q3.07 vs. Q3.06 18,9 Q3.06 Actual Revenue Q4.06 Invoice Pool Q1.07 -> increase of 33,1 m€ (98%) Q2.07 Q3.07 Q4.07 Pipeline (weighted) 43 PTX_8010 Page 44 of 68 SAP MaxAttention Delivery Capacity Stretched to the limit Source: MaxAttention Status Reporting September 2007 Today: Completely booked with Escalations and MaxAttention Safeguarding contracts Complex Escalations (large complex projects like Navy, Lockheet Martin P&G,etc) grow dramatically in US New technologies move to the next level of usage (Volume, Availability, Performance). All US customers deploy those before the ERP2005 upgrade. (Portal, BI/BIA, ESS/MSS, MDM, CRM, XI) 2775 Person-days capacity limit 330 500 570 2775 2351 380 625 630 2775 2598 2775 440 710 625 937 790 2928 2380 2630 2965 Q1.07 Q2.07 Q3.07 1250 3258 Escalations SFG EoD & others PD SFG Service PD Max others Starting the second quarter we either deliver our MaxAttention/Safeguarding contracts or deliver escalations No Service Development anymore Max EoD 3298 Max Service PD Q4.07 SAP must sell MaxAttention to the right customers, or we cannot deliver anymore 44 PTX_8010 Page 45 of 68 SAP MaxAttention Delivery Capacity Key constraints and immediate actions Source: MaxAttention Status Reporting September 2007 Key Constraints: We have not enough TQMs and EAs by far. Within the next six months we have to double them Too many escalations (complex projects and message escalations) Immediate Actions: Mandatory MaxAttention sales lists per region with reporting to Leo, Bill, Ernie and Henning EA/TQM bootcamps right now Increase remote delivery in MaxAttention contracts Q3 and Q4 hiring for COEs to manage 2008 capacity Integrate IBU resources Establish Regional E2E Solution Operations RIGs (Align Netweaver RIG) 45 PTX_8010 Page 46 of 68 Field Services Programs ESOA Roadmap & Extended Services FS ME Program ISV Service Portfolio Service Productization Upgrade Services for SAP ERP (Project MOVE) Global Service & Support Programs E2E Solution Operations Support MaxAttention Premium Support Safeguarding Services Safe Passage GSS ME Channel Business Appendix 46 PTX_8010 Page 47 of 68 Premium Support – Management Summary Source: Premium Support Report September 2007 Premium Support Sales 2007 YTD results in 10.1 M€ estimated revenue (218 active Premium Support contracts in total) The Premium Support Sales objectives 2007 can be reached - the actual revenue is only 5.7 M€, but there is 3.8 M€ in the invoice pool + 0.6 M€ weighted pipeline for Q4 2007 14 customers agreed on a customer profile about Premium Support, further 30 customer profiles are in the pipeline Q3 2007: North America closed 10 Premium Support contracts, Latin America 3, EMEA 15 and APJ 10 Premium Support contracts KPI 2007 Status Financial View & Pipeline Premium Support maintenance revenue budget 2007 of 10.0 M€ can be achieved Actual revenue Estimated revenue (2007) YTD YTD 5.7 M€ 10.1 M€ CRM Premium Support pipeline Weighted CRM PS pipeline Unweighted CRM PS pipeline Q4 Q4 4.8 M€ 12.9 M€ Premium Support is still not offered in association with every new license deal ≥ 500 k€ (w/o license deals of MaxAttention customers and GAAs) # Posted PS deals cum. / # Posted license deals ≥ 500 k€ cum. YTD Premium Support lost opportunities according to CRM PS Pipeline # Lost PS opportunities YTD 27 No. of closed Premium Support contracts in 2007 # PS contracts YTD 133 # Incoming prio 1+2 messages YTD 2826 # FTE cum. YTD 54 # Customer profiles # Reference customers # Customer video testimonials # Customer profiles in pipeline YTD YTD YTD YTD 14 11 1 30 18% Delivery SLA’s: Prio 1 – 97%, Prio 2 – 100% fulfilled Due to the big increase of contracts our delivery capacity is no longer sufficient. 15 additional FTE are needed (Product Support) – budget request 2008 MaxAttention and SFG sales success will impact delivery of PS in Solution Operations Support (budget request 2008) References 14 customers agreed on a customer profile about Premium Support, further 30 customer profiles are in the pipeline 47 PTX_8010 Page 48 of 68 Premium Support – Management Summary Source: Premium Support Report September 2007 Revenue Year End (cumulated) Weighted / Unweighted Pipeline in 2007 Status: Status: 25.000 64% 68% 70% 69% Weighted* Pipeline (k€) Unweighted** Pipeline (k€) North America 90 3.180 Latin America 6.051 12 266 568 800 18% of new license deals ≥ 500 k€ were closed with a Premium Support contract. 719* 7.157 60% 6.049 600 40% 10.063 10.000 15.165 40 1.152 4.217 APJ 10 185 908 Total 152 4.783 12.851 15.165 10.000 5.668 EMEA 0% -20% 3.763 -12% 400 20% 633 5.000 k€ Opport. 21.214 21.215 15.000 5.668 3.037 1.212 1.193 2006 0 Status: 80% 20.000 Conversion Rate Q1.07 Q2.07 Q3.07 Q4.07 Target 2008 07 Act. revenue YTD Invoice pool YTD ** Weighted pipeline YTD 2009 Margin Data Source: Act. revenue: Finance Workplace (P&L) Invoice pool: Software Contracts Administration (ISP) Pipeline: BW Query YCRMS_GLSTAND_SO_RAW (IWP) Slide Owner: S. Mohr Data pull was on October 10, 2007 Key Message Targeted revenue (end of 2007): 10.0 M€ Actual revenue: 5.7 M€ Estimated revenue (2007): 10.1M€ 200 152 133 27 0 YTD 1.*Weighted: absolute deal volume weighted by probability of deal closure (e.g. deal in phase A has 90% probability of contract closure) 2.**Unweighted: absolute deal volume 3.The absolute deal value of a Premium Support opportunity is calculated on a 12 month period value 4.'Commitment Flag' was not considered 5.Only opportunities in status 'in process' in Q4 2007 were considered. Data Source: BW Query YCRMS_GLSTAND_SO_RAW (IWP) Slide Owner: M. Menges Data pull was on October 1, 2007 Key Message 152 opportunities are currently in the pipeline Weighted pipeline: 4.8 M€ Unweighted pipeline: 12.9 M€ No. of license deals ≥ 500 k€ No. of opportunities No. of booked contracts No. of lost opportunities *w/o license deals of MaxAttention customers and GAAs Comment: Of 27 opportunities set to "lost", only 10 included Premium Support deals. The other 17 lost opportunities were pure license deals. Data Source: New license deals: Order Entry Report Opportunities BW Query YCRMS_GLSTAND_SO_RAW (IWP) Booked contracts: Software Contracts Administration (ISP) Slide Owner: M. Menges Data pull was on October 1, 2007 Key Message 719 license deals ≥ 500k€ 124 contracts (93%) were signed by new names in 2007 48 PTX_8010 Page 49 of 68 Premium Support – Management Summary Source: Premium Support Report September 2007 Cost of Delivery Overview (cumulated) Headcount Investment (cumulated) Status: Status: Product Support # customer No. of booked contracts 1.715 2.000 1.715 962 1.000 428 Slide Owner: S. Mohr Data provided by: S.Weinbrecht/I.Sambel/T.Tschaut Data pull was on October 10, 2007 180 133 150 Solution Support 100 28 50 87 67 38 28 20 07 85 1Q 07 85 2 2 2Q 07 3Q 07 n 14 Q 14 FC 95 115 0 0 Es tim at io Solution Support 0 3.000 13 0 200 3.168 Ac tu al Q 25 4.000 12 400 5.000 Ac tu al Q 50,0 1 50,0 44,5 39,0 218 200 Ac tu al Q 50,0 250 5.436 6.000 Ac tu al Q 50 600 estimated # customer 61,0 59,8 De Ac Headcount Investment in FTE liv tu er al FT y D em E Q an 1 d Q 1 De Ac liv er y t FT D em E Q an 2 d Q 2 De Ac liv er tF y TE D em Q an 3 d Q 3 De A liv er c t FT y D em E Q an 4 d Q 4 57,7 Status: 7.000 800 75 Booked Contracts Product Support Canceled Contracts Active contracts signed 2007 YTD Active contracts signed in 2006 New booked contracts per quarter Comment: Key Message High increase of delivery demand is based on pipeline values (Quality of pipeline needs to be watched carefully) Comment Product Support: Due to a tense overall capacity in Product Support additional Premium Support customers require a budget increase in Product Support or will be serviced at the expense of Standard Support customers or coverage of further products. (The initial Product Support resource budget of 35 FTEs was calculated for about 100 Premium Support customers to provide a global minimum functional coverage.) Comment Solution Support: Due to overall success of MaxAttention and Safeguarding Sales, the delivery capacity in Solution Support will not be sufficient to delivery Premium Support Advisory and CQCs if PS Sales continues to grow. Costs of Product Support are calculated based on Premium Support message receipt Estimation 2007 is based on 10 Mio € revenue Slide Owner: S. Mohr Data pull was on October 10, 2007 Key Message Estimated cost of delivery (without onetime invest) based on actual revenue, invoice pool and weighted pipeline of the respective period. Delivery costs are expected to increase in 2008, as most contracts are closed with new net customer who will go live in 2008 and beyond. Data source: Software Contracts Administration (SCA – ISP) Slide Owner: M. Menges Data pull was on October 1, 2007 Key Message Number of booked contracts in 2007: 133 Number of canceled contracts: 2 Reasons for cancellation: Project has been stopped Contract migration to MaxAttention 49 PTX_8010 Page 50 of 68 Premium Support – Management Summary Source: Premium Support Report September 2007 Top 10 Customer Deals Average Contract Volume per Region Status: Status: New Name Customer 1. Tesoro Companies, Inc. 2. Dixons Stores Group Retail Ltd Existing Coverage Customer x Contract Volume in € x SAP USA SAP UK Limited 499.005 100% SAP USA 356.074 Total Volume of Booked Contracts Contracts (€) # % Region 607.858 100% x 3. IGT Sales Org 100% 4. KDDI CORPORATION x 100% SAP Japan Co., Ltd. 345.798 5. Pacer International x 100% SAP USA Average Volume per Contract (€) North America 7.256.717 101 46% 71.849 Latin America 861.378 22 10% 39.154 4.727.797 66 30% 71.633 333.595 6. Inchcape Management x 100% SAP UK Limited 286.566 7. The Manitowoc Company, Inc. x 100% SAP USA 8. Albany International Corp x 100% SAP USA 229.823 9. LensCrafters Inc. x 100% Khimetrics, Inc. 207.266 10. Birds Eye Iglo Ltd x 100% SAP UK Limited EMEA 232.701 Total 205.490 APJ 1.765.751 29 13% 60.888 Total 14.611.643 218 100% 67.026 3.304.176 The absolute deal value of a PS contract is calculated on a 12 month period value. Data source: Software Contracts Administration (SCA – ISP) Slide Owner: M. Menges Data pull was on October 1, 2007 Data source: Software Contracts Administration (SCA – ISP) Slide Owner: M. Menges Data pull was on October 1, 2007 Key Message Key Message Out of the Top 10 deals 6 are closed in the US, 3 in EMEA and 1 in Japan The Top 10 deals represent 23% of the overall Premium Support annual revenue The average deal size is currently 67K € 46% of the Premium Support contracts have been closed in North America 30% of the Premium Support contracts have been closed in EMEA 50 PTX_8010 Page 51 of 68 Premium Support – Management Summary Source: Premium Support Report September 2007 Booked Contracts – Distribution by Region Status: North America Sales Org Canada United States Total Contracts 5 96 101 % 2% 44% 46% Latin America Sales Org Mexico Chile Brazil Puerto Rico Argentina Venezuela Total Contracts 8 5 4 3 1 1 22 % 4% 2% 2% 1% 0,5% 0,5% 10% - Data source: Software Contracts Administration (SCA – ISP) - Data pull was on October 1, 2007 EMEA Sales Org Germany Austria United Kingdom Italia France Switzerland Netherlands Belgium Russia Spain Finland Greece Polen Public Serv. Pty SAP Africa (Pty) Ltd Sweden Turkey Total Global Region North America Latin America EMEA APJ Total Contracts 17 9 8 6 5 5 3 2 2 2 1 1 1 1 1 1 1 66 Contracts 101 22 66 29 218 % 8% 4% 4% 3% 2% 2% 1% 1% 1% 1% 0,5% 0,5% 0,5% 0,5% 0,5% 0,5% 0,5% 30% % 46% 10% 30% 13% 100% APJ Sales Org Japan India China Australia Indonesia New Zealand Singapore Thailand Total Contracts 18 3 3 1 1 1 1 1 29 % 8% 1% 1% 0,5% 0,5% 0,5% 0,5% 0,5% 13% 51 PTX_8010 Page 52 of 68 Field Services Programs ESOA Roadmap & Extended Services FS ME Program ISV Service Portfolio Service Productization Upgrade Services for SAP ERP (Project MOVE) Global Service & Support Programs E2E Solution Operations Support MaxAttention Premium Support Safeguarding Services Safe Passage GSS ME Channel Business Appendix 52 PTX_8010 Page 53 of 68 SAP Safeguarding Management Summary Source: SAP Safeguarding Status Report September 2007 # Signed Contracts 2007 vs. Sales Target 1 # Signed Contracts 2007 vs. Active Contracts 2 (cumulated per year) (per region) 2007 Sales Target already overachieved 188 169 40 148 148 100 Pipeline 91 55 Q1.07 64 Actual Contracts 40 Q4.06 23 Q2.07 Q3.07 Q4.07 Sales Target 2007 21 21 56 17 APJ EMEA Total w/w (YTD) SUMMARY 1 * SAP Safeguarding Sales Target for 2007 (100 contracts) overachieved by 48 contracts (Actuals: 148) Expected Sales Target achievement in 2007: 188% Actual Opportunities: 352 2 Signed contracts in 2007 YTD: 148 (total value: 25,5m €) Active contracts in delivery: 169 3 Actual revenue: 20,5m € (Invoice Pool 2007: 7,4m €) Forecast: 33,8m € (Budget: 20,0m €) Expected Budget Target achievement: 169% Average Deal Size in 2007: 182k € 33,8 5,9 7,4 20,0 Pipeline 22,3 20,5 4,2 Q4.06 61 54 Latin America North America SAP Safeguarding Revenue (m€) 3 148 Active Contracts in delivery New Contracts in 2007 Q1.07 20,5 Invoice Pool 7,7 Q2.07 Actual Revenue Q3.07 Q4.07 Budget 2007 53 PTX_8010 Page 54 of 68 SAP Safeguarding Average Deal Size Source: SAP Safeguarding Status Report September 2007 Number of contracts per deal size (2006 vs. 2007 YTD) 120 Average deal size in k€ (2006 vs. 2007 YTD) 107 # contracts 100 190 80 185 Total Year 2006 60 34 40 20 41 182 2007 YTD 180 12 3 7 178 175 0 Deal size 1 (<100k €) Deal size 2 (100-400k €) Deal size 3 (> 400k €) 170 Tota l Ye a r 2006 2007 YTD 54 PTX_8010 Page 55 of 68 Field Services Programs ESOA Roadmap & Extended Services FS ME Program ISV Service Portfolio Service Productization Upgrade Services for SAP ERP (Project MOVE) Global Service & Support Programs E2E Solution Operations Support MaxAttention Premium Support Safeguarding Services Safe Passage GSS ME Channel Business Appendix 55 PTX_8010 Page 56 of 68 Safe Passage - Progress Report Program Manager Sponsors Thomas Ziemen Start Date Planned End Date Planned Costs January 2005 Gerhard Oswald, Léo Apotheker - - Program Description • • • Service & Support as key differentiator for Safe Passage license business Support of PSFT/JDE/SEBL/BAAN solutions to reduce Oracles maintenance revenue (via TomorrowNow) Deliver packaged Migration Services for a smooth transition (SAP ADM) Key Performance Indicators (KPI) For Program Program Objectives (List the performance indicators that are tracked for this program) Operationalize maintenance offering Implement migration tools Complement offering with Education/Consulting Signed Safe Passage Deals Signed TomorrowNow Deals Safe Passage License Revenue TomorrowNow Revenue Maintenance Volume taken away from Oracle by TNow Pipeline Growth Safe Passage Pipeline Growth TomorrowNow Overall Program progress Date of report Reporting period start date Reporting period end date Jun 1, 2007 Aug 31, 2007 Sep 25, 2007 Submitted by Overall Status Y Forecast at completion in <currency> T. Ziemen Actual cost to date in <currency> G - - Program Components (Global work packages/projects as well as regional rollout work packages) Planned Start Planned Finish Component Status Work Package or Project Title Lead Due Diligence for Lawson/Intentia (TNow) Service Business Development Mar 2007 Dec 2007 R H TNow Business Extension for Oracle E-Business Suite Service Business Development Jan 2007 Dec 2007 R H G TNow Business Extension for Hyperion Service Business Development Mar 2007 Dec 2007 R H G Hyperion Sales & Marketing Campaign Global Marketing Jul 2007 Dec 2007 R Y G Cross-Sell Program (TNow Service Business Development Jan 2007 Dec 2007 R Y G SAP) R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required G = According to plan and no open issues = Closed/Completed H = On Hold 56 PTX_8010 Page 57 of 68 Safe Passage - Progress Report Program Milestones Program Key Accomplishments & Planned Activities Status of the major milestones for the program as defined in the program charter. Top accomplishments during the period covered by this report. Target Completion Date Status* Acquisition & Integration of TomorrowNow Jan 2005 C ADM Release I Oct 2005 C ADM Release II May 2006 C ADM Release III Nov 2006 C ADM Release IV Jun 2007 C Globalization of Business Model (foundation of TNow Australia, Latin America set-up) Dec 2006 C Siebel as 3rd Service Business Line established May 2006 C Baan as 4th Service Business Line established Dec 2006 C TNow @ Sapphire 2007 May 2007 C Set-up of Oracle EBS and Hyperion as further Service Business Lines in Preparation Dec 2007 OH Milestone Accomplishments Ramp Up projects for SAP ADM continue in EMEA SAP ADM Baan enhancement activities Re-work Safe Passage and SAP ADM assets Conducted two German Baan Infodays via partners TNow AEs now directly involved in SAP opportunities TNow signed several Siebel maintenance contracts Launched TNow operations in Mexico, signed first Latin America deal in February 2007 TNow signed first Baan contract in February 2007 Completion of analyst and press road show in the US ADM Releases successfully rolled-out TNow and Safe Passage Services presented @ Sapphire Planned Activities for Next Period Active SAP ADM Project acquisition in US and EMEA Reactivate SAP ADM content development Relaunch Safe Passage Partner program Reinforce Biz Development in APJ Evaluation of Data Migration also for Hyperion Global Baan Safe Passage launch Hyperion Safe Passage program launch Reimplement Service offering TNow conversion program targeted at SMBs TNow business expansion to Spain and Italy * Status notation: P = Pending IP = In Progress OH = On Hold C = Completed Key Issues or Concerns Top Issues or risks Issue / Risk Plan of Action Responsible Oracle Lawsuit In Progress (case management conference before Judge Martin Jenkins on Sep 25, 2007) Legal 57 PTX_8010 Page 58 of 68 Safe Passage - KPI Dashboard Status as of Sep 25, 2007 Measure / KPI Reported by T. Ziemen Global QIII 2006 Target Signed Safe Passage Deals Signed Tomorrow Now Deals Actual Target 148 140 SP License Revenue Tomorrow Now Revenue Maintenance Volume taken aw ay from Oracle by TNow Global QIV 2006 142 € 28.0M € 6.1M Actual Target 193 225 € 185.5M € 6.3M Global QI 2007 228 € 32.3M € 40.0M € 9.0M Actual Target 32 70 € 206.8M € 9.5M Global QII 2007 76 € 41.4M € 48.0M € 3.4M Actual Target 86 150 € 50.0M € 3.7M Global QIII 2007 135 99 240 € 100.0M € 8.2M € 46.2M € 58.0M Actual 176 € 119.0M € 6.8M € 11.0M € 48.4M € 70.0M € 9.4M € 49.1M Pipeline Grow th SP 311 open Opps 231 open Opps 348 open Opps 323 open Opps 246 open Opps Pipeline Grow th TNow 863 open Opps 816 open Opps 846 open Opps 813 open Opps 850 open Opps 58 PTX_8010 Page 59 of 68 Field Services Programs ESOA Roadmap & Extended Services FS ME Program ISV Service Portfolio Service Productization Upgrade Services for SAP ERP (Project MOVE) Global Service & Support Programs E2E Solution Operations Support MaxAttention Premium Support Safeguarding Services Safe Passage GSS ME Channel Business Appendix 59 PTX_8010 Page 60 of 68 Service & Support programs for ME channel business - Progress Report Program Manager Sponsors Start Date Wolfgang Faisst Planned End Date Planned Costs 1 Jan 06 U. Hommel, K. H. Hess, M. Schwarz, W. Krips, H. P. Klaey No end Available on request Program Description Build the services offerings to support the development and growth of SAP in the Small and Midsize Enterprise Market Key Performance Indicators (KPI) For Program Program Objectives (List the performance indicators that are tracked for this program) Active Portfolio Management : Develop a Service Portfolio roadmap and planning cycle Protect services and support profitability and develop new business opportunities for SAP and Partners Support quality ecosystem growth through partner enablement programs Overall Program progress Date of report Oct 02 Reporting period start date Sep 1 Reporting period end date Oct 2 Submitted by Overall Status R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required Y G Forecast at completion in <currency> Wolfgang Faisst, Heike Laube, Mario Fritsch Actual cost to date in <currency> Available on request Available on request G = According to plan and no open issues = Closed/Completed 60 PTX_8010 Page 61 of 68 Service & Support programs for ME channel business - Progress Report Program Components (Global work packages/projects as well as regional rollout work packages) Work Package or Project Title Service Benefits Package Planned Start Lead Planned Finish Component Status R H. Laube Oct 07 Apr 08 • SBP Communication Deliverables for version 2.0 H. Laube / St. Wagner Sep 07 • SBP replenishment (PE Spring Release 08) H. Laube / St. Wagner Oct 07 Mar 08 • SBP multi-office invoice (PE Spring Release 08) H. Laube / B. Glasstetter Oct 07 Mar 08 SBP paid services tbd tbd tbd R G R • Y Dec 07 ME Maintenance & Support Model (A1) G G M. Fritsch / H. Laube / M.Rink / H. Hirsch G Y • A1 maintenance contract template revision M. Fritsch / M. Loehle Mar 07 • Partner Communication Package M.Rink / H. Hirsch Sep 07 Oct 07 • Partner Roadmap & Checklist M.Rink / H. Hirsch Oct 07 Mar 08 • ME Message Billing (A1) G Aug 07 G Y G M. Fritsch / W.Ritter Oct 07 Dec 07 G ME Implementation Incentive H. Laube / T. Scerry tbd tbd G ME- Product Qualification process J. Graf, A. Pichardo Jun 06 Mar 07 ME-Reduce proactive and reactive svcs within maintenance A. Reuther, V. Reinstorf Aug 06 Aug 07 ME- VAR support consultant curriculum program Stefan Wagner, Heike Laube Jun 06 Oct 07 R Y G G R G Note: -SE-related project & portfolio progress (= SAP Business One) is reported via B1 EMT Meeting -SAP Business ByDesign is covered thru separate project tracking & reporting R = Behind plan or urgent open issue; project sponsor decision required Y = Behind plan or open issue; project management action required G = According to plan and no open issues = Closed/Completed 61 PTX_8010 Page 62 of 68 Service & Support programs for ME channel business - Progress Report Program Milestones Program Key Accomplishments & Planned Activities Status of the major milestones for the program as defined in the program charter. Top accomplishments during the period covered by this report. Milestone Target Completion Date Status* SME- Service Benefits Package Apr 08 IP SBP Paid Services Mar 08 Accomplishments 3rd invoicing loop for Q3 2007 started Alignment on program pricing (& entitlement) across different PartnerEdge partner tracks P ME Maintenance & Support Model (A1 VAR) with Solution Manager: - Support Consultant Curriculum - Partner Communication Package - Partner Roadmap for Support Center Set-Up - Message Billing IP Mar 08 ME Implementation Incentive Planned Activities for Next Period Produce communication deliverables for deployment of version 2.0 with Fall Release 2007 Project submission to PE Spring Release2008 (replenishment, hierarchy/multioffice) Build proposal with CSO & Custom Development on how PSD can be used to actively position (= sell) consulting and CD services to channel partners. Initial discussions with respective parties show eagerness to leverage PSD. Certification exam available in all countries Landing page in Channel Partner portal live Partner workshop with channel DE to introduce new support infrastructure, processes & enablement; collecting deployment requirements Build Initial communication package for channel VARs by end of October Build VAR roadmap for setting up support infrastructure & processes Alignment meeting with AGS to intensify project support After top-ten country approach, now SME regional communication for expansion into global process w. Q4 Build proposal on how to incent and reward partners for good implementation projects and providing good support to customers Consider inclusion in Pinnacle Award P * Status notation: P = Pending IP = In Progress OH = On Hold C = Completed 62 PTX_8010 Page 63 of 68 Service & Support programs for ME channel business - Progress Report Key Issues or Concerns Top Issues or risks Issue / Risk PE deployment in SAP Japan most likely postponed until PE Spring Release 2008 - due to country-specific deviations in partner type mgmt missing program for 2nd tier partners SAP direct support for A1 required as standard SBP delivery requested in Japanese / out of JP SBP Multi-office Invoice, important for some of the economically weaker regions, but potential budget constraint on PRM side Plan of Action Responsible M. Schmitt and SAP Japan Refined SBP business case for JP submitted to region Answer still pending Workshop scheduled for Oct 10/11 Requirements & scenarios submitted to PE program team B. Puschmann 63 PTX_8010 Page 64 of 68 Field Services Programs ESOA Roadmap & Extended Services FS ME Program ISV Service Portfolio Service Productization Upgrade Services for SAP ERP (Project MOVE) Global Service & Support Programs E2E Solution Operations Support MaxAttention Premium Support Safeguarding Services Safe Passage GSS ME Channel Business Appendix 64 PTX_8010 Page 65 of 68 New Customer Consumed Services - Roadmap Summary Focus on Services for the Business Suite BS Q2 SAP Netweaver Master Data Management (FS-Edu) SAP Netweaver Master Data Management (FS-Edu) - GDS - Data Modeling - A1 SAP Technical Upgrade Service Package A1 (FS-Cons) SAP Project Review Service (FS-Cons) SAP Technical Installation Service Package (FS-Cons) Print Publishing Certification Solution Consultant SAP Netweaver 2004 BS E2E Appl. Management Expert (FS-Edu) - - Root Cause Analysis Certification A1 - Change Control Management Certification E2E Business Process ExpertBS – Business Process Integration and Automation Certification (FS-Edu) E2E Program Manager – Technical Upgrade BS Management Certification (FSEdu) BS Q3 Q4 Duet Assessment Workshop BS (FS-Cons) BS Work Center Assessment (FSCons) Master Data Quality Analysis Service BS (FS-Cons) BS Global Risk & Compliance: BS Compliance Calibrator 5.2 (FSEdu) BS BS Full Analysis Service - Quick Analysis Service - Monitoring Service - Enhancement Services BS Enterprise Services Modeling for Enterprise SOA (FS-Cons) Technical Upgrade Assessment BS (FS-Cons) Master Data System Sizing Service (FS-Cons) Certified Business Process Professional (FS-Edu) Community Network Forums (Product Support) Help Desk (Product Support) BS Duet Packaged Services (FSCons) - BS Value Assessment for Enterprise SOA (FS-Cons) BS Master Data Quality (FS-Cons) Organizational Planning and Governance (FS-Cons) IT Strategy Realization (FS- BS Cons) Certified Business Process Associate (FS-Edu) SAP Data Migration Service Package A1 (FS-Cons) BS BS Certified Professional Enterprise SOA Architect (FSBS Edu) CPM (FS-Edu) Business Strategy for Enterprise SOA (FS-Cons) Business Process Innovation for Enterprise SOA (FS-Cons) Certified Associate SOA Enterprise Architect (FS-Edu) Duet 1.0 (FS-Edu) 2008 Q1 BS 2007 BS Q1 BS Master Data Governance Service (FS-Cons) Master Data Quality (FS-Cons) Development Boot Camp (CD) BS BS BS BS BS A1 Value Based Risk Management (Product Support) BS A1 Customer Consumed Services not included for: - A1S Roadmap - B1 Benefit Evaluation SAP General Ledger Migration BS (CD) Solution Operation Support BS SAP Business Suite BS A1 SAP All-in-one 65 PTX_8010 Page 66 of 68 New Partner Consumed Services – Roadmap Summary 2007 2008 SI Q1 Q2 VAR Partner Coaching (FSCons) SAP Netweaver Master Data Management (FS-Edu) SAP Netweaver Master Data Management (FS-Edu) - GDS - Data Modeling - Print Publishing - Certification Solution Consultant SAP Netweaver 2004 E2E Appl. Management Expert (FS-Edu) - Root Cause Analysis Certification) - SSP Q3 SSP Change Control Management Certification E2E Business Process Expert – Business Process Integration and Automation Certification (FS-Edu) E2E Program Manager – Technical Upgrade Management Certification (FS-Edu) VAR Value-added-Reseller BPO A1 VAR Support Enablement (PSD) System Integrator Q4 SI Q1 Partner Service Advisor (PSD) Certified Business Process Professional (FS-Edu) Certified Associate SOA Enterprise Architect (FS-Edu) Certified Professional Enterprise SOA Architect (FS-Edu) Certified Business Process Associate (FSEdu) Global Risk & Compliance: Compliance Calibrator 5.2 (FS-Edu) Duet 1.0 (FS-Edu) Premium Qualification SSP (ICC) ESOA Roadmap for SSPs (ICC) SSP Enabler Qualification (ICC) SI SI SSP SSP Q4 SSP ESOA CertificationsServices Provisioning (ICC) Composite Application Development (CD) Development Boot Camp (CD) SI SSP SSP ESOA Certifications – Services Consumption (ICC) Provider Expert on SSP Demand Services (AMS Expert on Demand) (BPO) AMS CPM (FS-Edu) Development System Landscapes (extended) (ICC) SSP Software Solution Provider SI VAR Business Process Outsourcing Partner SSP AMS Application Management Services Provider Relevant for all partner types, except for VARs. 66 PTX_8010 Page 67 of 68 Copyright 2007 SAP AG All rights reserved No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. 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Dieses Dokument enthält nur vorgesehene Strategien, Entwicklungen und Funktionen des SAP®-Produkts und ist für SAP nicht bindend, einen bestimmten Geschäftsweg, eine Produktstrategie bzw. -entwicklung einzuschlagen. SAP übernimmt keine Verantwortung für Fehler oder Auslassungen in diesen Materialien. SAP garantiert nicht die Richtigkeit oder Vollständigkeit der Informationen, Texte, Grafiken, Links oder anderer in diesen Materialien enthaltenen Elemente. Diese Publikation wird ohne jegliche Gewähr, weder ausdrücklich noch stillschweigend, bereitgestellt. Dies gilt u. a., aber nicht ausschließlich, hinsichtlich der Gewährleistung der Marktgängigkeit und der Eignung für einen bestimmten Zweck sowie für die Gewährleistung der Nichtverletzung geltenden Rechts. SAP übernimmt keine Haftung für Schäden jeglicher Art, einschließlich und ohne Einschränkung für direkte, spezielle, indirekte oder Folgeschäden im Zusammenhang mit der Verwendung dieser Unterlagen. Diese Einschränkung gilt nicht bei Vorsatz oder grober Fahrlässigkeit. Die gesetzliche Haftung bei Personenschäden oder die Produkthaftung bleibt unberührt. Die Informationen, auf die Sie möglicherweise über die in diesem Material enthaltenen Hotlinks zugreifen, unterliegen nicht dem Einfluss von SAP, und SAP unterstützt nicht die Nutzung von Internetseiten Dritter durch Sie und gibt keinerlei Gewährleistungen oder Zusagen über Internetseiten Dritter ab. Alle Rechte vorbehalten. 67 PTX_8010 Page 68 of 68

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