Moscow+7 (495) 663 7759 Saint-Petersburg+7 (812) 438 2784 RU / EN

SAPRUN Support Center performs maintenance of automated systems (AS). Using SAPRUN resources distributed between the Moscow and St. Petersburg offices our support center offers maintenance services of solutions based on SAP Netweaver platforms such as SAP ERP, SAP BI, SAP HCM. Maintenance processes are organized in accordance with the recommendations of ITIL-ITSM.

Support services include:

  • Technical support for business functionality of SAP solutions;
  • Support of business users;
  • Basis support of SAP solutions (including performance optimization of SAP system landscape);
  • Support of SAP software within SAP Standard Support and SAP Enterprise Support;
  • Upgrade of SAP system landscapes to newer software versions;
  • SAP solutions adaptation to new legislative requirements or changes in the customer’s business processes;
  • SAP Solution Manager installation and configuration.

Depending on customer resources, we provide specialists through three lines of support:

1st Line – Specialists that carry out reception and primary processing of messages, and provide standard solutions and instructions, with optional 24/7 support;

2nd line – Specialists in SAP functional modules, who perform regular system maintenance and regulated technical operations in the system, assist users working with the system and help to identify user errors, eliminate functional errors and implement minor changes to settings;

3rd line - specialists and experts who implement significant functional changes, take part in release management, SAP solutions audits, root problems investigations and resolving.

All support is provided primarily via these lines of service, but business travel to the customer’s office is possible.

Aleksey Akulshin

Head of SAP Support Department

We provide SAPRUN ready-to-run incident management through the SAP Solution Manager, which records and monitors request executions as well as generates reports on service delivery. If necessary, the integration of the Customer Service Desk and the SAPRUN Incident Management System may be performed.

We recommend the baseline SAPRUN package of the system documents and regulations and individually adapting your package as needs arise:

  • the catalog of the services, including detailed specifications;
  • standard terms of the service-level agreement (SLA);
  • description of the interaction procedures and instructions;
  • statistical reporting forms;
  • key performance indicators (KPI) to evaluate the quality of services.

Drawing upon experience and best international practices, SAPRUN can assist in organizing the customer’s own support service.

SAPRUN Advantages

The purchase of SAPRUN support services meets the following needs of the customer:

  • IT resource ownership and operational cost reduction;
  • Rapid adaptation of IT infrastructure to all business process changes;
  • Effective planning and monitoring of the technical solutions implementation for support of strategic business-initiatives.