SAP Support

Providing excellent SAP support is crucial to ensuring the smooth operation of SAP systems within an organization. Our SAP Support is structured as follows:

• Thorough Knowledge: Our support team possesses a deep understanding of the SAP systems in use, including knowledge of specific SAP modules, configurations, customizations, and integration points within your organization.
• Continuous Training: We keep our support team updated with regular training on new SAP releases, updates, and best practices. Staying current is essential as SAP frequently releases new features and improvements.
• Effective Communication: We establish clear and efficient communication channels for users to report issues or ask questions. This can be through a ticketing system, email, or a dedicated support portal. We respond promptly to inquiries and set clear expectations for issue resolution times.
• AI-Based vConsultant: As the first step in our support process, users are encouraged to consult our AI-based vConsultant about any issues or inquiries. If the vConsultant cannot assist, users who have subscribed to the appropriate plan can easily forward their issue in the form of a ticket to our support team.
• Cost-Effective Ticketing: This ticket forwarding service is available at a competitive rate of €40 per hour, significantly lower than the standard rates of €80 in other plans and more than €120 in other companies. We are committed to resolving inquiries within a maximum of 48 hours.
• Ticket Management: We implement a robust ticket management system to track and prioritize support requests, categorizing them based on their impact on business operations and urgency.
• Documentation: Comprehensive documentation of SAP configurations, customizations, and known issues is maintained and is easily accessible to support staff, ensuring it is regularly updated.
• Root Cause Analysis: When addressing issues, we focus on identifying and addressing root causes rather than just treating symptoms, helping to prevent recurring problems.
• Knowledge Base: We develop and maintain a knowledge base containing solutions to common issues and best practices, enabling support staff to resolve known issues quickly.
• SLAs (Service Level Agreements): We define and adhere to SLAs for issue resolution, clearly communicating these SLAs to users so they understand when to expect their issues to be resolved.
• Proactive Monitoring: Monitoring tools are implemented to proactively identify and address potential issues before they impact users, including monitoring system performance, error logs, and data consistency.
• User Training: We invest in training and education for SAP users, as many issues can be prevented or minimized through a better understanding of the system.
• Regular System Health Checks: Conducting regular system health checks and performance tuning is essential for optimal system performance and reliability.
• Feedback Loop: We encourage users to provide feedback on their SAP experiences and the support they receive, using this feedback to continuously improve our support processes.
• Escalation Procedures: Clear escalation procedures are defined for handling critical issues requiring immediate attention, ensuring support staff know when and how to escalate issues.
• Collaboration: We foster collaboration between IT teams, business users, and SAP consultants. Effective communication and teamwork are essential for problem-solving.
• Audit and Security: Regular audits of SAP systems are conducted to identify security vulnerabilities and ensure compliance with industry regulations, addressing any security concerns promptly.
• Performance Optimization: We continuously optimize SAP systems for better performance and scalability, especially as the organization grows.