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TECHBRAWN | description
SAP internal service request, SAP Support Services
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SAP Support Services

   

TECHBRAWN’s Support Services for different sizes of businesses enable to mix and match post-implementation services – like tiered helpdesk support, annual maintenance contracts, customization services, systems management, and upgrade expertise.

Support methodology is based on Support Framework and transitions engagements utilizing this framework. Proven world-class framework for the management and operation of support services gives greater benefits to customers with well-defined practices for managing people, processes and technology simultaneously to gain effective, repeatable results.

TECHBRAWN engages and executes a post implementation services and support agreement based on the individual project engagements and on explicitly agreeing with the client for the kind of support required. The Scope of services and support includes AMS support for better system exploitation and ROI. This offering is an onsite & offshore support model.

TECHBRAWN’s SAP Support & Services offers three levels of support with defined SLA, all of which offer a focused and structured approach to solving critical and time-sensitive issues.

SAP Managed services & support 1

Level 1

  • Provides SAP software maintenance support for system errors
  • Uses SAP-internal tools to help in problem resolution
  • Logs, tracks, resolves, and closes issues to the customer’s satisfaction

Level 2

  • Provides additional support for troubleshooting, handling queries, & answering how-to questions
  • Logs, tracks, resolves, and closes issues to the customer’s satisfaction
  • Available as an annual contract or on a time-and-materials basis

Level 3

  • The customization services provide remote consulting expertise to SAP system
  • Provides direct access to an experienced team of SAP experts
  • Includes services like project and design advice, application configuration and ABAP programming
  • Enhancing existing modules, develop forms & layout sets, reports, data conversions & performance analysis

Support Governance & QA

TECHBRAWN has strong quality processes and an internal audit team to ensure quality deliverables.

Following are some of the processes to be followed by TECHBRAWN:

  • Tracking of Issues & Action items towards concluding the same
  • Identifying risks and monitoring on periodic basis.
  • Periodic task base Status Reporting
  • Publishing SLA adherence reports
  • Periodic customer feedback and publishing Customer Satisfaction Index ( CSI )‏
  • Defining Escalation.
  • Contingency planning.

SAP Managed services & support