SAP LICENSING ADVISORY SERVICES - ADVANCED
If a failure occurs, we commit to fix it or find a temporary solution within a strict timeframe defined by the SLA. With critical functions of the system this can even be 4 hours!
In April and May 2014, the German-speaking SAP User Group (DSAG) e. V. interviewed 389 members on the topic Maintenance/Service & Support. Key findings are: The use of Standard Support and Enterprise Support remains the same in German-speaking countries. Enterprise Support requires more information about the benefits. DSAG members are largely up-to-date with their ERP systems. Over half use the latest versions of the Enhancement Packages. DSAG Survey SAP SupportThe relationship between Standard Support and Enterprise Support is, as in previous years, almost balanced. Austria deviates here with a significantly stronger use of Enterprise Support. "In German-speaking countries, users deliberately choose a support model and stick to it. The value is stable over the last few years and the readiness to change is low," comments Andreas Oczko, DSAG's Executive Board Member Operations/Service & Support. Only two percent of the support experts surveyed rely on third-party providers. Without a maintenance contract, one percent of the participants will be paid.
Functional Application Support
In order to support your existing teams, our central European technical service team is responsible for remote monitoring and technical interventions and 24/7 operation. This service has already been honoured several times for its customer satisfaction, and our 25-strong team is always on standby to be there for you when needed. Technical support includes: Technical Incident Handling - urgent support if SAP's stability or performance is impaired / Technical services on-demand / System check-up on demand.
Today, business-critical processes are happening more and more in real time. Consequently, we have decided to take fundamentally new paths: We therefore also offer real-time support, in direct interaction with our support experts, via chat or phone. Feedback on classic messages can already be received by customers in real time as SMS directly to their mobile phone. Customers prefer to help with questions directly in the application they use. We therefore integrate support directly into our products with Built-in Support.
"Shortcut for SAP Systems" makes it easier and faster to complete many SAP support tasks.
We rely exclusively on permanent employees in Germany for our support and do not use offshore resources for our call-in.
For all older releases, communication with SAP will also be impossible from January 2020.