What usually goes wrong
The problems we get called about.
- One person holds the whole estate.They cannot take leave without something being at risk, and everyone knows it.
- Specialist skills needed occasionally.Not enough work to justify a hire, too much to keep absorbing into other people's roles.
- An incumbent that only categorises.Tickets acknowledged, reclassified and escalated. Resolution happens somewhere else, later.
- Recurring incidents nobody root-causes.The same five issues every month, each worked around rather than fixed.
- Improvements that never happen.The backlog of small enhancements, permanently behind the firefighting.
What's included
Scope, in plain terms.
- Functional support.Process issues, configuration questions and user problems across your SAP modules.
- Technical support.Defect resolution, debugging, interface failures, job and performance issues.
- Application maintenance.Keeping existing custom solutions working, with recurring issues root-caused.
- Incident and service request handling.Worked to agreed priorities and response times, reported monthly.
- Change and enhancement delivery.Small controlled changes through your existing process.
- Specialist cover.S/4HANA, ONESOURCE, OpenText VIM and the integrations between them.
A support model paid per seat or per ticket has no structural reason to reduce the number of incidents.
Free, no obligation
Let's look at one problem properly.
One problem area, examined by an engineer. You get a written findings note and a fixed-price proposal. No charge, no obligation.
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