Questions on "FAQ - SAP Solution Manager for VARs"

Question

Hi,
I just got through the FAQ - SAP Solution Manager for VARs, but have some further questions:
For me it is not quite clear which connections are necessary for which VAR scenrio.. currently we have setup the service desk in our solman. Customer's aren't linked to the solman yet - we have saprouter-saprouter connections. Connecting them via SAP support backbone is an interesting option, especially for incident management. To get this working we should follow note 1124718 right?
But what about the other scenarios like maintenance optimizer and ewa monitoring? I guess for that we definitly need to build up RFC connections to each relevant customer system (~300+x)?! I think it will be hard to handle so many connections - just consider if a customer is cancalling the maintenance contract, everything needs to be removed again... best would be to have a central communication point...
For MOPZ we need up-to-date system information. So everyone is talking about SLD. Do you also recommend this option? There we need again a connection (direct to SolMan SLD or via external SLD on customer side).
According to the FAQ there is a workaround for ewa monitoring for customers with security doubts.. is this also working for non-ABAP components? We need SMD and WI for generating ewas for JAVA systems...
With regards to Enterprise Support contract: ewa only need to be monitored for productive systems? Can a customer be charged if they want to have ewas monitored for other sytems too? How long do we need to keep the ewas (1 month, 3 months, half year) before they are deleted? Are there any specific requirements?
All the work to get these scenarios working.. is this covered within the Enterprise Support contract? Can the customer be charged for work thats done by the VAR in their system (e.g. RFC connections, SDCCN, SLD,...)?
Sorry for this long text.. hope you have some helpful ideas!
Regards,
Richard

Answer 1

Hello Richard,
(1) regarding network connections see document [Draft:Technical Support Network Connections for VAR Scenario|http://service.sap.com/~form/sapnet?_SHORTKEY=00200797470000089947&_OBJECT=011000358700000880802009E] as overview and with a lot of detailed information. 
(2) yes, you have to setup once all your customer connections at the beginning but then only add/remove with customer contract changes
(3) the workaround by sending by email can handled a anexception. EWA has to be done for productive systems like nowadays done by SAP. Additional EWA services could meas additional business case for a VAR - that's contract between VAR and customer.
(4) whatever you think may be a business to sell - do it ! (and get a monetary bonus from your boss
Kind regards
Heinrich