Critical SAP Support Elements

When choosing a SAP Support Partner ensure that you are offered each of the following critical elements:

1. 24 x 7 Option - SAP is normally the major IT asset of an organisation affecting a wide range of users and corporate functions. Most organisations cannot afford to be in a systems-down situation awaiting their support partner to come online at 9am. In addition, extended workdays or differing time zones means a 24 x 7 support desk is a must have.

2. Remote Support - To ensure an efficient and cost effective support arrangement your support partner needs to be able to connect to your system using high-speed secure site-to-site VPN.

3. Proactive Services - Changing reactive to proactive is paramount to the success of any support arrangement. A host of indicators and technologies can now monitor and diagnose a system and identify problem areas before issues and downtime actually occurs.

4. Maintenance - Software maintenance fees provide you more than research and development back into your SAP solution, it means you have access to future enhancements and releases making sure you have the latest and greatest SAP has to offer.

5. Onshore (Australia) - Extend Technologies has a dedicated national support team, with an Australian based Service Desk. We aim to utilise Extend consultants local to our customers whenever possible and provide onsite support consulting where applicable.

6. Reporting - Monthly reports are provided to clients summarising the call activity for the month. This is a useful management tool in identifying process areas of particular concern that could benefit from proactive attention.

7. Flexibility - The ability to adapt support package contents (hours, tools, etc) to meet your organisation's requirements.