SAP Application Management Services
Second-Level Support and Third-Level Support
Every user is sitting in front of their SAP user interface, has to enter data here, and if there is a failure, there are delays - in ordering, processing an order, creating delivery notes, etc. This can be very quickly business damaging. You can't get anywhere because data can't be entered. SAP users do not necessarily know why something is not working. From the perspective of the user, it is a surface with which one works daily. If it no longer works, the support must be contacted. In this case, you leave the SAP world to describe the problem in some way in another system. It would of course be much more elegant and helpful if you had a help button in the SAP application that automatically creates a ticket. Each ticket created in this way is automatically enriched with runtime information and screenshots, so that the supporters can start editing directly. Unfortunately, it is often the case that the user does not know what transaction, etc. he is in. And that alone often causes confusion and back and forth.
The strategic IT plan of a comprehensive international SAP rollout including the introduction of SAP EWM, ERP and HR in China in 2018 has been defined. The defined goal was to find support with Application Management, Services and Support (AMS), so that the IT core team of Schmersal can focus on the project work. External experts should be found to support Schmersal-IT in SAP support and to release the capacities needed for the rollouts.
Detailed Release Guide
The second level of our customer service process supports the first level in more complicated cases. Due to the excellent technical expertise available in this stage, the possible causes of the disturbance are quickly found and a solution is reached. If during troubleshooting it is determined that the help of the software house SAP is needed, the contrimo employee increases the priority and the request reaches (in consultation with the customer) our 3rd level support.
The communication path with SAP will also be simplified, across the entire solution landscape. In this way, SAP wants to ensure a uniform presence across all channels. In addition, SAP wants to optimise and extend support through new and innovative cooperation models. The free telephone number "Call 1 SAP" is planned for this purpose. This will be available in the second quarter of 2014.
"Shortcut for SAP Systems" makes it easier and faster to complete many SAP support tasks.
All services offered as well as the entire service and support organisation are technically and organisationally orientated to the high quality standards.
We update the SAP versions and handle incidents (with highest priority — 24/7, 7 days a week).