Businesses face new challenges every day – to meet them, your business platform must adapt. Not only do you need to get regular updates and ensure everything goes smoothly – but you might also have to reconfigure your system or even require some custom development. And don’t forget about dealing with incidents or SAP support service, proactive monitoring to prevent issues, and consulting on system functionality. All these functions (and many more!) are usually performed by the support service. And instead of entrusting SAP support service to your internal team (or in addition to that), we recommend finding a dedicated support partner – cause their expertise and experience would probably be broader and deeper than you have in-house.
The SAP Support partner is the keystone to your ability to leverage the potential of SAP solutions and recoup your investments. It is always better to subscribe to Support services with the same contractors that implemented the SAP solution for you since they already know everything about the system. But you might also go with any other company – note that it will take them some time to get on the course (usually it takes a few months).
While choosing the contractor, remember that support service is not only about responding to user requests.
And don’t forget that your SAP support and maintenance partner should have in-depth expertise in your business segment (proven with their portfolio of projects) and in the SAP products you use (proven with SAP certifications). And what’s even more important, they should be able to truly understand your business and be genuinely engaged in your success. They should be flexible and willing to adjust to your business processes.
SAP Application support from ACBaltica has all it takes to help you get the most out of your SAP solution (except for the part that requires changing the standard functionality):
| Minimal | Medium | Maximum* | Custom** | ||
|---|---|---|---|---|---|
| Support Services | Benefits that you gain |
160-320 hours/month |
321-640 hours/month |
641-1280 hours/month |
1280+ hours/month |
| Assigned Support Coordinator | A manager that can help you with all organizational issues | ||||
| Dedicated Account Manager | Your ambassador in the ACBaltica Support Team, who has answers to all your questions. | ||||
| Team selection | Control who joins your Support Team: you can choose employees by their experience, product portfolio, certifications, and more. | ||||
| Request for a dedicated consultant | If you have an issue that requires a dedicated support, we can allocate any of our consultants (of your choice) to join your team. | ||||
| Flexible working hours | We'll shift our working hours for your convenience. | ||||
| On-site visits | Because we believe that face-to-face communication is always better! |
| Minimal | Medium | Maximum* | Custom** | ||
|---|---|---|---|---|---|
| Support Services | Benefits that you gain |
160-320 hours/month |
321-640 hours/month |
641-1280 hours/month |
1280+ hours/month |
| ACBaltica Service Desk | Customized issue tracking system to monitor incidents and provided service via convenient and user-friendly UI. Plus, it is a knowledge base built on our 20+ years of experience with SAP and explaining possible ways of resolving all kinds of issues. | ||||
| Hotline | First-line support in real-time – only during the office hours | ||||
| 24/7 Emergency line | With business-critical incidents, you can rely on our support 24/7 | ||||
| Customer SolMan deployment * | SAP Solution Manager is an end-to-end application lifecycle management solution that has plenty of tools for support management and issue prevention: Early Watch Alerts, Change Request Management, Solution Documentation, Test Management, and more. |
| Minimal | Medium | Maximum* | Custom** | ||
|---|---|---|---|---|---|
| Support Services | Benefits that you gain |
160-320 hours/month |
321-640 hours/month |
641-1280 hours/month |
1280+ hours/month |
| Basis Support | In addition to the SAP modules, we also support Basis – the environment that enables SAP applications to function. Our SAP-certified Basis specialists will take care of it for you. | ||||
| Proactive monitoring | A set of tools and competencies that allows us to resolve issues and effectively prevent them. | ||||
| Consulting service for ABAP/Fiori developers and consultants | If you have an internal team of developers and consultants working on custom features for your SAP solution, we can train/consult them and transfer our in-depth knowledge about SAP solutions | ||||
| SAP workshops for end users (monthly) | We can train the end-users to work with the implemented system – on a one-off or regular basis. |
| Minimal | Medium | Maximum* | Custom** | ||
|---|---|---|---|---|---|
| Support Services | Benefits that you gain |
160-320 hours/month |
321-640 hours/month |
641-1280 hours/month |
1280+ hours/month |
| One Month Hours Rollover | Transfer the unused support team's hours for the next month | ||||
| Three Months Hours Rollover | Transfer unused hours for the next three months | ||||
| Dedicated hour package for change request | Team's hours booked to fine-tune your SAP system, including minor custom development | ||||
| Flexibility in the use of hours | Not sure in which area you need more attention from our Support Team? We can be flexible and adjust on the fly! |
| Minimal | Medium | Maximum* | Custom** | ||
|---|---|---|---|---|---|
| Support Services | Benefits that you gain |
160-320 hours/month |
321-640 hours/month |
641-1280 hours/month |
1280+ hours/month |
| Extended Real-time activity report | Get more details on how your SAP system works | ||||
| ACBaltica Support Dashboard | Sophisticated report on provided Support Service | ||||
| Advanced Report on Support Hours Usage | This deport divided by incidents helps you optimize your costs. It allows you to track the most common issues and secure more time for them in the future. | ||||
| Individual report design | Need a custom report format? You have it! |
| ERP | ||
| SAP Customer Experience |
SAP CRM
|
|
| SuccessFactors | ||
| Business Technology Platform |
SAP Master Data Governance
|
SAP Integration Suite
SAP BPC
Development Tools and Technologies
|
There are three types of support for SAP solutions:
There's also a Support Service for Cloud SAP solutions. It includes assistance with implementing and operating SAP applications in a cloud environment (migration, configuration, security, system maintenance, technical operation tasks, and more).
The price of support service is usually calculated as a percentage of the cost of an SAP software license, and it varies depending on the specific SAP product, the level of support required, and the size and complexity of the customer's SAP landscape. ACBaltica offers several support options, including Standard Support, Enterprise Support (in cooperation with SAP), and Application Support – each with different levels of services and pricing.
At ACBaltica, we provide SAP development services either within a development service package or as a part of the support service (the scope of work would differ for these two cases). We have a team with in-depth expertise in a wide variety of SAP products (including different versions of these products) in dozens of industries.
Yes, we take all measures to ensure the safety and privacy of all sensitive corporate information, and we sign an NDA.
We can use your service desk or provide you with the SAP solution manager. It will allow you to create tickets and track their execution and compliance with the Service Level Agreement.
The service desk allows us to calculate the SLA compliance automatically and in real-time. Additionally, you can track the aggregated SLA reports.
The recommended minimum for SAP support service consists of BASIS support, proactive monitoring, support for business processes, and module-specific support.
Depending on your needs, we can suggest the following services:
And many more! Check the table above for details, or contact us for more options.
Yes, we can strengthen your team with our knowledge and expertise. Contact us for details on cooperation models and possible options.
