3rd Level Support
At the beginning of January 2020, the new support backbone became mandatory. Anyone who is unsure whether the SAP support connection is running properly does not have to rely on their own solution manager alone. The new support launchpad extension, "Status of Support Connectivity," provides an overview.
With Expert Chat and Schedule an Expert, we offer two live support channels that bring customers directly into contact with an SAP support expert - the same person who would edit a classic ticket to the question. Through Expert Chat, customers will receive a response directly in the chat in two out of three cases, with an average chat time of only 30 minutes. If the question in the chat cannot be solved immediately, SAP will automatically create a ticket for the customer, which will then be answered. In addition, we offer a kind of "doctor appointment" for our customer questions: With Schedule an Expert it is possible to arrange an appointment with an SAP support expert and to discuss the questions directly on the phone. We have recently also been offering this for further processing of existing tickets.
Definition and benefits SAP Support
Our SAP support services include SAP Application Management Services and SAP Technical Operating Services. We offer our SAP AMS services for the classic SAP Business Suite ECC as well as for the latest SAP solutions SAP S/4 HANA or the cloud applications of SAO such as SAP SuccessFactors. A special focus lies in the logistics sector, where we have been successfully represented by renowned customers in the automotive and manufacturing industries for several years. The resolution of faults and the processing of service requests is done by adhering to already defined service level agreements. In parallel to the quickest possible troubleshooting (incident management) by providing a solution or workaround, sustainable solutions are also sought (problem management). In addition, the efficient and cost-effective implementation of audited and approved RfCs with minimal risk to the production environment (change management) is implemented. Through our dedicated and qualified support teams (consultants and developers) we assure the highest quality for your projects. Our modern infrastructure and communication tools allow us to use the teams remotely in your projects.
You can also find the ticket form on the Terminal Server or on the Intranet under the heading: SAP Help & Documentation. On the homepage you find the button "Ticketform".
Some missing SAP support functions in the standard are supplied by the PC application "Shortcut for SAP Systems".
Over half use the latest versions of the Enhancement Packages.
These periods are set out in the Service Level Agreement (SLA).