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In April and May 2014, the German-speaking SAP User Group (DSAG) e. V. interviewed 389 members on the topic Maintenance/Service & Support. Key findings are: The use of Standard Support and Enterprise Support remains the same in German-speaking countries. Enterprise Support requires more information about the benefits. DSAG members are largely up-to-date with their ERP systems. Over half use the latest versions of the Enhancement Packages. DSAG Survey SAP SupportThe relationship between Standard Support and Enterprise Support is, as in previous years, almost balanced. Austria deviates here with a significantly stronger use of Enterprise Support. "In German-speaking countries, users deliberately choose a support model and stick to it. The value is stable over the last few years and the readiness to change is low," comments Andreas Oczko, DSAG's Executive Board Member Operations/Service & Support. Only two percent of the support experts surveyed rely on third-party providers. Without a maintenance contract, one percent of the participants will be paid.
Today, business-critical processes are happening more and more in real time. Consequently, we have decided to take fundamentally new paths: We therefore also offer real-time support, in direct interaction with our support experts, via chat or phone. Feedback on classic messages can already be received by customers in real time as SMS directly to their mobile phone. Customers prefer to help with questions directly in the application they use. We therefore integrate support directly into our products with Built-in Support.
Optional in addition to Essential and Advanced:
Achieving your business goals is our priority. Our flexible on-site and remote support provides you with competent development, methodology, centralised planning and resources for the areas where you need them most, using best-practice ITIL processes.
Together with the customer, we agree on a maximum time span to resolve reported problems. These periods are set out in the Service Level Agreement (SLA).
"Shortcut for SAP Systems" is a PC application that simplifies or even enables many SAP support activities.
But it doesn't have to be our complete ITSM solution to realise this integration.
Our support focuses on the smooth and economical use of SAP software to optimise your business processes.