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
TIGROUP Support Team
Communication Tools
Customer Team
1st Line
- Unified contact center
- Typical incidents resolution
- Monitoring SLA and incidents routing / escalation
- Communication with users regarding incident statuses
SAP Solution Manager
- Incidents / request statuses;
- SLA monitoring and control;
- Monitoring and control of system performance Indicator using SAP Early Watch alerts.
End Users
- Registering documents and master data in the system;
- Communication with support team for incidents resolution.
2nd Line
- Non-typical incidents resolution;
- Consultations in the area of non-standard operations and methodology;
- Implementation of regular and standard changes.
E-mail, Phone,
Tele-conferences
- Regular communications;
- Communication agreements / results are fixed in SAP Solution Manager.
Key Users
- End users training;
- Business requirements development / approval for system functionality changes.
3rd Line
- Deep functional and technical expertise for complex changes in system Functionally;
- Participation in most urgent system-wide incidents resolution.
3rd Line
- Reports;
- Quality control;
- SLA.
Customer’s Project Coordinator
- Creation of project groups and customer`s staff involvement;
- Communication facilitation.
Any questions? Leave your contact information
Margarita Lopareva
Business Development Manager