Service and Support Partners
On the other hand, the IT support team itself often has many different tasks, mostly from very different areas. If the company is large and has a large SAP department, there are of course also special supporters, with explicit expertise. However, this is not always the case, and IT support in day-to-day business is usually the responsibility of the SAP system. And now the IT supporters are getting a message here that's patchy. And from that, the cause of the disorder is now to be identified. Questions are very often required. There are some real ping-pong games here that cost time and frustrate. As a result, tickets are often misdirected. Because support misclassifies them, it incorrectly prioritises them. This leads to very long maturities, to said frustration and ultimately to increased costs, because the operation may then cease. It would be ideal if the support gets a screenshot of the GUI beside the user's comment and additional parameter information, which system etc. Perhaps the information, how important this activity is, which can not be performed at the moment. In order to be able to prioritise the whole thing in the sense of the company.
Since 2017, Telekom has been certified as a Partner Centre of Expertise (PCoE). Telekom meets all technical and organisational standards defined by SAP®. You can still access the SAP® information portals at any time (e.g. via the SAP® support portal). However, the support messages for your SAP® software must be sent directly to Deutsche Telekom via the contact channels listed.
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Make the most of your entire SAP software. Our extensive support offerings include long-term support plans, on-site support and remote support.
In fact, many companies are in a difficult position in terms of their SAP environment. Our specialists are regularly consulted about licencing costs, optimisation and compliance risks. Each time, they offer tailor-made solutions that are perfectly tailored to each customer's needs.
"Shortcut for SAP Systems" makes many SAP support tasks much easier.
Each ticket created in this way is automatically enriched with runtime information and screenshots, so that the supporters can start editing directly.
This leads to very long maturities, to said frustration and ultimately to increased costs, because the operation may then cease.