SAP Application Maintenance Support Services

SAP Application
Maintenance Support
Services

Why Choose Our Services?

Shrinkage of incident volumes on a year-on-year basis.

Predictable cost model.

Seamless customer experience across the service desk and application support.

Effective and quick response to changing business dynamics.

Integrated and coordinated IT services delivery for cycle time reduction and end-to-end issue resolution.

Flexible engagement model for AMS support.

Functional Support

Logistics

Finance & Controlling (FICO)

Sales and Distribution(SD) Materials management (MM)

Production Planning(PP)

Quality Management(QM)

Project Systems(PS)

Plant Maintenance(PM)

Warehouse Management (WM)

Human Capital Management

Organizational Management(OM)

Time Management(TM)

Personnel Administration(PA)

Payroll(India)

Performance Management

ESS/MSS

Others

BI/BO BASIS & ABAP

Talent Pool

APPLICATION SUPPORT

Ticket - Process Flow

Ticket Management

Monitor ticketing tools and a queue for new ones.

Classify new tickets according to guidelines and transfer to appropriate support team member.

Alert the support team member as necessary (based on the priority of the ticket).

Monitor and track a ticket’s status change and its SLA deadline

Follow-up and alert the support team / Manager on SLA deadline maturity and ensure SLA is adhered to.

Call Handling

To ensure Helpdesk as a Single Point of Contact for customers, it is installed with a dedicated toll-free number and VOIP phones.

The toll-free number is circulated to customers so that they can reach one of the helpdesk agents available on that particular shift.

The helpdesk operates & ensures 24/5 support availability over the phone.

The helpdesk ensures appropriate & immediate routing / action on calls received.

The helpdesk ensures calls are answered within 3 rings.

Escalation Matrix

Level 1

Module Consultants via Service desk

Team Lead

Exceeding SLA

Project Manager

Problem unresolved after escalation to TL

Steering Committee

Problem unresolved after escalation to PM

Contact Us

Send us your info to get a callback from our team!

Speak With Expert Engineers.

Call Us

+91 93421 22665

Address

No.219/1, Hebbal Industrial Area, Belavadi Post, Mysuru, Karnataka, India – 570018.

Email Us

info@itchamps.com