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Knowledge transfer is an important part of our support to keep costs as low as possible. We rely on a combination of pragmatic training and "learning on the job" to build and document our knowledge of the required information transfer.
The reports filed outside of our business hours will not be processed until the next working day. The SAP processes the "Very High" priority messages immediately. In order to ensure that you as a customer are always well informed about how a message can be submitted outside of business hours, our answering machine with the relevant information is available to you. In the Customer Guide, you will learn how to proceed in the event of a system shutdown, for example, to submit the message to SAP for immediate processing. You will also receive detailed information about the message task in SAP Solution Manager and a description of the message task outside of our business hours.
SAP Solutions
If a failure occurs, we commit to fix it or find a temporary solution within a strict timeframe defined by the SLA. With critical functions of the system this can even be 4 hours!
Tools such as "Shortcut for SAP Systems" allow for a quick fix in SAP support.
Adjustments / developments on the part of SAP are initiated - always with the aim of fixing the malfunction as quickly as possible.