Did we arouse your interest in support on demand?
Lead preparation based on best practices for business processes, architecture, and strategies
Almost a fifth of them were positive or neutral about the more "expensive" support model Enterprise Support. A total of 42% of those surveyed see this as a low or no added value. Interestingly, almost 40 percent did not say anything about this topic. Nevertheless, a positive trend is emerging. In a similar survey last year, nearly three-quarters of the participants said they had little or no added value to Enterprise Support. "The benefits of Enterprise Support, such as free services, have not yet been widely publicised by customers. The Enterprise Support Academy launched by SAP, which is an educational institution, is promising, but should receive even more attention," concludes Andreas Oczko. Nevertheless, SAP is still calling for standard support to remain in focus. The performance of this support model, which is also paid a significant maintenance rate, should not only include a minimum of service levels. We need to create more transparency about what service is included in which support contract. The information day is free of charge for SAP customers, it presents topics around enterprise support. The target group is customers who have an Enterprise Support Maintenance Agreement or are interested in it.
By delegating your SAP application management to a trusted AMS vendor, you enable your internal IT department to focus on its core competencies and realise innovation. This way, you can relieve the burden on your professionals and give them the opportunity to focus on more strategic tasks.
Innovation and advice
In case of support requests for SAP standard functions, it is sometimes necessary to consult with SAP solution developers. Other requests still require access to the solution's backend. In this third escalation stage, our specialists consult SAP Support. Adjustments / developments on the part of SAP are initiated - always with the aim of fixing the malfunction as quickly as possible.
Many renowned customers have already made the switch. It is one of the most successful applications in the history of SAP. It enables customers to transform into a smart business. We support our customers both in the preparation and execution as well as in the operation. SAP Solution Manager is central to agile SAP S/4HANA implementations. SAP Activate Best Practice Content is delivered to all customers through SAP Solution Manager. With Focused Build for SAP Solution Manager, SAP supports agile deployment. From 2020, Focused Build and Focused Insights will be available to all customers under their maintenance agreement - without any additional licencing costs. On the support side, we prepared early and trained our employees - both for on-premise and cloud, with dedicated global teams. It is precisely with these solutions that our real-time channels are often used.
Some missing SAP support functions in the standard are supplied by the PC application "Shortcut for SAP Systems".
We offer SAP system support according to ITIL, which is orientated to the customer's business requirements and reduces the number of critical malfunctions.
This includes answering user support requests and solving problems, providing more complex evaluations and executing change requests in customising, for example creating new workstations in EWM.
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