Functional support

SAP Systems and Functional Areas:

• SAP S4HANA/ERP MM, SD, LO-LE, FI, CO, AA, PP;
• SAP EWM, SAP MDG, SAP TM, SAP PI/PO, SAP BI/BW;
• SAP Basis for all abovementioned functionalities and other SAP systems.

Support Services and Options

• Master data management
  
  Maintaining of master data in SAP systems based on user requests.
• 1st Line Support
  
  Communications, initial analysis and typical incidents resolution based on knowledge base.
• 2nd Line Support
  
  Non-typical incidents resolution, consultations for non-standard operations, continuous improvements development.
• 3nd Line Support
  
  Architecture control for complex changes, project team.
• System Monitoring
  
  And integration interfaces monitoring, resolution of identified issues and integration interfaces errors.

Support Communication Model

TEAMIDEA SUPPORT TEAM

• 1st Line
• Unified contact center;
• Typical incidencts resolution;
• Monitoring SLA and incidents routing / escalation;
• Communication with users regarding incident statuses.
• 2nd Line
• Non-typical incidents resolution;
• Consultations in the area of non-standart operations and methodology;
• Implementation of regular and standart changes.
• 3rd Line
• Deep functional and technical expertise for complex changes in system Functionally;
• Participation in most urgent system-wide incidents resolution.

COMMUNICATION TOOLS

• Service Desk
• Incidents / request statuses (web interface, email and hotline phone);
• SLA monitoring and control;
• Monitoring and control of system performance Indicator using SAP Early Watch alerts.
• SLA monitoring and control.
• E-mail, Phone, Tele-conferences
• Regular communications;
• Communication agreements / results are fixed in SAP Solution Manager.
• 3rd Line
• Reports;
• Quality control;
• SLA.

CUSTOMER TEAM

• End Users
• Registering documents and master data in the system;
• Communication with support team for incidents resolution.
• Key Users
• End users training;
• Business requirements development / approval for system functionality changes.
• Customer’s Project Coordinator
• Creation of project groups and customer`s staff involvement;
• Communication facilitation.