SAP Enterprise Support

Support Model

On-Site:

A complete team of Consultants from Functional to Technical and Basis will work from customer ERP/ Application maintenance Office to ensure that day-to-day Business Processes are executed smoothly.A basic Service Level Agreement (SLA) will be in place to adhere to Support Desk operation and Business functioning without any system/ application issues.

Remote:

A team of Consultants from Functional to Technical and Basis will work from Eminent’s Office and assist customer to run their day-to-day Business Operations effectively. A basic SLA will be in place to adhere to Support Desk operation and Business functioning without any system/ application issues.

Ticket Based:

Basically it is a ‘Support on Demand’ model. Whenever there is a need for a Support, a team of Consultants specific to the Module/ Area will work towards rectifications as per the Agreed SLA. Most of the time it is executed from Off-Shore and Consultants will only be available on-site on critical needs like go-live/ escalations.

Support process :

Eminent will allocate a SAP Project Team, specifically for Individual/ multiple Customer(s), project team which will consist of

1.Project manager

2. Functional Lead

3.Technical Lead

4.Basis Lead and

5.Consultants

The whole project is being managed & monitored by a Project Manager to ensure customer gets the Support in such a way that the Business is not affected, improve business operations, increase IT efficiency and acts as escalation for customers

Functional and Technical leads assesses the support tickets/ issues and provides required solutions to consultants/ users for all complex issues where consultant couldn’t find suitable solution.

Leads to interact with users/ managers for requirement understanding and visit Customer for meetings whenever required.

Leads to audit all the completed work as a Quality Inspection before releasing the work to customer, and ensure documentations for the configuration/ developments changes.