introduction to var support center

SAP Philippines started the Value Added Reseller (VAR) business model in 2001. With this model, SAP segmented its customers based on a company's size and revenue. This move allows SAP to focus on its direct accounts while allowing its partners to focus on each of their assigned market spaces. With this type of arrangement, all customers are ensured of better service.

SAP's criteria for choosing its partner is based on the skills of its people and the existing support structure in place. The ability to meet and exceed these expectations thus gave way to the formation of the VAR Support Center, an organization powered by Magnus Support Services (MSS).

Team Synergia
Team Synergia Inc. (TSI) was appointed as a VAR on April 2002 by SAP Philippines, Inc. As a VAR, TSI is responsible for selling licenses and providing first level support to its customers. It went live with its first level support function in February 3, 2003 after the audit exercise conducted in January 30, 2003 initially with twelve (12) customers. In January 2004, TSI was appointed as a VAR exclusively for the Public Sector including Government Owned and Controlled Corporations (GOCCs).

Currently the Armed Forces of the Philippines and Savings & Loans Association (AFPSLAI) is the only customer under TSI.

Activation of VAR Support Center
The release of the corporate function signifies the activation of the VAR support to its customer. Support starts when a customer posts an issue in SAP OSS. Access to the OSS is limited to those with OSS IDs having the proper authorization. However for customers who have been previously handled by SAP Active Global Support, the VAR Organization still has to request an SAP representative to sign the VAR turn-over letter to be submitted to the customer. Once this has been accomplished, the VAR Organization will now request SAP via OSS to release the corporate functionality to these customers.

VAR Support Structure
The VAR Support Center is composed of highly skilled consultants with vast implementation experience in various SAP m