Functional
SAP Systems and Functional Areas:
- SAP S4HANA/ERP MM, SD, LO-LE, FI, CO, AA, PP;
- SAP EWM, SAP MDG, SAP TM, SAP PI/PO, SAP BI/BW;
- SAP Basis for all abovementioned functionalities and other SAP systems.
Support Services and Options
Master
data management
maintaining of master data
in SAP systems based on user requests
1st Line Support
communications, initial analysis and typical incidents resolution based on knowledge base
2nd Line Support
non-typical incidents resolution, consultations for non-standard operations, continuous improvements development
3nd Line Support
architecture control for complex changes, project team
System Monitoring
and integration interfaces monitoring, resolution of identified issues and integration interfaces errors
Support Communication Model
Teamidea support team
- Unified contact center
- Typical incidencts resolution
- Monitoring SLA and incidents routing / escalation
- Communication with users regarding incident statuses
SAP Solution Manager
- Incidents / request statuses;
web interface, email and hotline phone
- SLA monitoring and control;
- Monitoring and control of system performance Indicator using SAP Early Watch alerts.
- SLA monitoring and control;
Key Users
- Registering documents and master data in the system;
- Communication with support team for incidents resolution.
Teamidea support team
- Non-typical incidents resolution;
- Consultations in the area of non-standart operations and methodology;
- Implementation of regular and standart changes.
Interaction and control tools
- Regular communications;
- Communication agreements / results are fixed in SAP Solution Manager.
Key Users
- End users training;
- Business requirements development / approval for system functionality changes.
Teamidea support team
- Deep functional and technical expertise for complex changes in system Functionally;
- Participation in most urgent system-wide incidents resolution.
Interaction and control tools
Reports;
Quality control;
SLA.
Client team
- Creation of project groups and customer`s staff involvement;
- Communication facilitation.