Support & Maintenance

SAP Support & Maintenance is the entry level support component and is a mandatory requirement for all customers running SAP software.

SAP Support & Maintenance comprises a comprehensive collection of reactive and proactive services, combined with an accessible knowledge base and software maintenance collection. All this is designed to enable a customer to capitalise on their SAP investment, maintaining and improving the quality of the solution throughout the duration of the software's standard maintenance period.

SAP's method of delivering the components of Standard Maintenance is by providing customers with web based access points, via a dedicated portal referred to as the SAP Service Marketplace.

The elements of SAP Standard Support can be summarised as follows:

Continuous Improvement.
Access to SAP software media for additional mySAP Business Suite components, release upgrades and technology upgrades.

Knowledge Transfer.
Best Practice documentation, discussion groups, web based communities and additional services.

Problem Resolution.
Access to SAP’s extensive knowledge base and incident handling facility.

Quality Management.
Access to preventative tools and services for both on-going monitoring and pro-active safeguarding.

Under this service CIBER takes responsibility for the incident handling functions of SAP Standard Maintenance. CIBER runs an accredited SAP Support Centre which is tightly integrated with SAP Global Support, in terms of both process and tools. CIBER has a team of individuals who are dedicated to the processing and resolution of problems reported by CIBER's contracted SAP customer base, and will endeavour to provide a resolution to any problems encountered by the customer in using the SAP software.

Many SAP customers feel the basic support agreement does not provide the required level of support to drive their businesses forward and opt for CIBER’s value-added services to achieve their desired support packages. CIBER has worked with many SAP customers, forging long-standing partnerships with unique value-added services and a highly regarded Customer Services team.

Within the scope of Incident Handling, CIBER will provide the following services:

Processing

• Unlimited number of incidents
• Guidance on the application of solution notes
• Remote interrogation of customer systems
• Tracking
• Record progress/actions in SAP's global support systems
• Monitor all messages referred to SAP
• Email notification of incident status

Quality Assurance

• Monthly internal review of customer messages
• Annual review of services

Escalation Management

• Pro-active chasing of all messages referred to SAP
• Formal escalation within SAP’s global framework

Pro-active Advice

• Distribution of pertinent information where there could be a customer wide impact
• Advice on SAP Service Marketplace and associated support functions

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