SMS provides organisations with direct access to dedicated, expert ERP support consultants without the significant costs of building and maintaining a full support capability in-house. The result is improved support at a reduced cost. These support services currently extend to the SAP ERP suite.
The extended SMS system support services suite is illustrated in the diagram below:
[0] SMS SAP software maintenance
SMS is approved to provide the full suite of SAP maintenance services. Benefits in using SMS as your SAP support provider will ensure a single port of call for all SAP support and maintenance issues, access to dedicated support from an organisation with industry and domain experience and the opportunity to package maintenance, support and consulting services.
The Maintenance Service provided by SMS comprises the continuation of the minimum maintenance services provided by SAP. SMS can also conduct an ‘Early Watch Alert’ monitoring service to identify and report any potential system problems in a proactive manner. Identification of SAP OSS notes for the rectification of known SAP issues is also provided.
SMS prides itself on being engaged to manage the interface with SAP and ensure that responsiveness and efficiency are top of mind.
[1] Help desk call registration service
SMS provides SAP Certified 24x7 helpdesk services and has a long history in the provision of this service to clients across Australia and New Zealand.
Under the terms of this service, your team is assured of priority contact with the Support Team and can expect SMS to mobilise the necessary resources to address any issue and in line with pre-agreed Service Levels.
[2] Registered call resolution
Note that once a call is registered, implementation of corrective action is completed within the agreed SLA. Call resolution is charged on a Time and Materials basis.
[3] System Monitoring Service
Remote system monitoring involves preventative and corrective maintenance of the SAP system. This process checks the system for day to day performance problems, errors or inconsistencies.
This service is provided as a part of the SAP R/3 Support Agreement with SMS with the primary purpose of this service being to ensure the availability and integrity of your production system.
This is delivered via SMS’s Help Desk remote monitoring service and provided in addition to the SAP Early Watch Alert service and comprises:
- A series of health checks on your SAP systems to ensure the integrity of the environments
- Written health check reports with recommended actions as appropriate
- Scheduled administration, daily monitoring, and performance tuning activities
- Remedial action (following Client authorisation) without adverse impact upon your business operations
This service is typically delivered with SMS connecting remotely to your SAP environments to perform monitoring from inside the system. Note: this service may be extended to support the availability and integrity of the client’s development, test and disaster recovery systems as well.
[4] Approved issues resolution
Through the monitoring and reporting regime, SMS will identify recommended corrective action to be taken to maintain the health and integrity of your SAP environment. Upon receipt of your acceptance or confirmation of the necessary action, SMS will implement the agreed corrective on a Time and Materials basis.