SYSTIME offers a comprehensive set of services for SAP R/3 customers. These services are available based upon the status of our clients SAP Maintenance & Support Agreement.
Please note, if it is mandatory for our clients to have access to SAP software break/fix updates and new SAP version releases or tax and regulatory updates. We recommend that our clients remain on SAP Maintenance and we will provide consultative services to assist our clients in determining the level of Maintenance & Support needed from SAP.
When a customer decides to migrate off SAP to another ERP vendor’s application system (i.e. Oracle or JDE), SYSTIME provides various services, which are mentioned below. Also, SYSTIME reviews each customer’s case independently to insure its services fit our client’s objectives.
The following services are available and are based upon either:
Scenario 1:
a) ERP migration taking place over a well defined and supportable time-table
b) Cancellation of SAP’s R/3 Maintenance & Support Agreement.
Clients overall objective: Migrate off SAP, reduce Maintenance costs and free-up cash.
Or
Scenario 2:
a) No ERP migration taking place in the short term
b) Client does not wish to upgrade to future releases/versions of SAP
c) SAP offers no new functional improvements to our clients installed R/3 code version
d) The client’s SAP environment is stable.
Clients overall objective: Extend the life of currently available R/3 software and discontinue SAP R/3 Maintenance & Support Agreement.
- SYSTIME’s fee’s to be 45% to 55% of our clients SAP’s annual Maintenance invoice fee
- Issue resolution for our client’s current installed level of R/3 code for serious problems
- Customized tax & regulatory services for our client’s current installed R/3 tax & regulatory code
- End user services, supporting issues brought forward by the client’s competency center/help desk
- Data Migration services
- Business Process Mapping services
- Rollout services
- Manually of through third party software perform tax and regulatory updates.
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The following services are available and are based upon:
Scenario 3:
a) No ERP migration taking place in the short term
b) It is not in the clients best interest to cancel SAP’s R/3 Maintenance & Support Agreement
c) The client can benefit from SYSTIME’s services.
Client’s overall objective: Augment client’s support staff and add highly knowledgeable experienced resources for quality needs and improved responsiveness.
- Software Upgrade services
- Software Break/fix services
- Tax & regulatory services
- Other related R/3 technology updates
- R/3 full implementation and rollout services
- OSS client consulting services.
In addition, the following services are available; and they support each of the scenario’s above, within their respective limitations:
- SAP lifecycle services, as defined per the client’s support requirements and status of their SAP Maintenance & Support Agreement
- Assign support manager for each account
- Proactive and regular software performance monitoring
- Improved performance against service level standards and improved customer R/3 functional expectations
- Early problem identification
- Issue resolution through coaching and training
- For quality purposes, perform regular calibration process, which involves listening to the calls (monitoring) and completing a monitoring questionnaire with the view of coming to an agreement on the score to promote consistency and understanding.
SYSTIME is able to maximize our clients support value, based on to the following:
- SYSTIME provides a comprehensive set of SAP services that supports the entire gamut of pre and post implementation services including Functional, ABAP, BASIS, and OSS and end-user training
- SYSTIME’s many years of experience and expertise in the SAP domain has afforded SYSTIME the opportunity to develop strong SAP client offerings, which are supported by well-defined methodologies and procedures, producing quality results and customer satisfaction
- SYSTIME will strictly follow client expectations. History has shown that the best designed ERP system will fail if the intended audience abandons it or continues to use the application it was meant to replace.
- SYSTIME, as a true partner, provides support efforts in assisting the client in creating an IT roadmap, to maximize their returns from their current and future IT investments, as demonstrated by the caliber of our people, our collaborative and flexible working style.
SYSTIME offers excellent Service Level Service Options and two standard service fee packages.
Basic - 45% of SAP Maintenance & Support Agreement
Premium - 55% of SAP Maintenance & Support Agreement
The content of these fee packages are as follows.
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Note: Customized packages (i.e. extended hours, multiple sites) can also be designed specifically, to suit the customer’s requirements.
Services |
Basic (45%) |
Premium (55%) |
Level of Support |
Up to Level 3 (conditions apply based on SAP Maintenance Agreement) |
Up to Level 3 (conditions apply based on SAP Maintenance Agreement) |
Hours of Support |
Business Hours of ODC (8*5) |
Business Hours of Client (8*5) |
Nature of Support |
Shared Support – Use of SAP Team |
Dedicated Support – Includes one full on-site project lead |
No. Of Sites Covered |
One |
One |
Type of Calls Covered |
Error |
Error & Change Request |
Resolution Approach |
Provide Resolutions |
Provide and Implement Resolutions |
Premium Additions |
N/A |
TBD |
SLA Terms |
Critical - 4 hrs High - 2 days Medium - 5 days Low - 20 days |
Critical - 2 hrs High - 2 days Medium - 3 days Low - 10 days |
For more information, please contact us at info@SYSTIME.net
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