Learning Journeys
Enterprise Support
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!
Every user is sitting in front of their SAP user interface, has to enter data here, and if there is a failure, there are delays - in ordering, processing an order, creating delivery notes, etc. This can be very quickly business damaging. You can't get anywhere because data can't be entered. SAP users do not necessarily know why something is not working. From the perspective of the user, it is a surface with which one works daily. If it no longer works, the support must be contacted. In this case, you leave the SAP world to describe the problem in some way in another system. It would of course be much more elegant and helpful if you had a help button in the SAP application that automatically creates a ticket. Each ticket created in this way is automatically enriched with runtime information and screenshots, so that the supporters can start editing directly. Unfortunately, it is often the case that the user does not know what transaction, etc. he is in. And that alone often causes confusion and back and forth.
A lean team for digital innovation and continuous innovation cycles
To sum up, we can say that both support services naturally overlap from time to time. Often, SAP Support team members are looking for an application management services solution to resolve an acute problem so that a similar problem can no longer occur in the future.
Please refer to a complete list of our software products. It provides you with related documentation on implementation, upgrades and new features.
"Shortcut for SAP Systems" makes it easier and faster to complete many SAP support tasks.
SAP Business ByDesign is explicitly targeted at medium-sized enterprises.
As mentioned above, there are clear overlaps in SAP Support and SAP Application Management Services, and even after this post you may have unresolved questions.