Support your SAP operations with technical and functional assistance, BASIS consulting and maintenance. Together, we define the systems, priorities and coverage your team needs.
A well-defined support service helps identify risks, address incidents and plan improvements. We start with your SAP architecture, available documentation and business needs to agree on a work plan and reporting approach.
Landscape assessment, performance analysis, job and dump reviews, transports and maintenance planning. The proposal identifies the SAP and HANA systems included and the deliverables for each intervention.
We can start with a specific assessment, an hours package or a recurring service. We define the team and responsibilities according to your landscape and technical and functional support needs.
We document findings, prioritize actions and plan changes. Each improvement is validated in the agreed environment and accompanied by a record of the work completed.
Activities are selected according to the contracted scope. The proposal specifies coverage, frequency, deliverables and responsibilities.
L1 Support - Help Desk:
L2 Support - Technical Analysis:
L3 Support - Specialists:
The proposal defines coverage hours, contact channels and a response objective for each priority. The first response acknowledges the request and starts the analysis; it does not mean the incident is resolved. Restoration or resolution objectives, where agreed, account for access requirements, dependencies and third-party involvement.
| Priority | Description | Handling and escalation | Follow-up |
|---|---|---|---|
| P1 - Critical | System down, total impact on operations | Activation of the agreed critical-incident process | Diagnosis, recovery plan and updates according to the agreement |
| P2 - High | Critical functionality affected, workaround available | Prioritization based on impact and available workaround | Action plan and coordination with the responsible teams |
| P3 - Medium | Functional problem without critical impact | Analysis within contracted coverage hours | Planned correction and validation with the team |
| P4 - Low | Query, enhancement, or minor issue | Assessment and scheduling according to scope | Answer, recommendation or improvement proposal |
Tell us about your systems, priorities and required coverage. We will define the scope of the service together.
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