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:
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.
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:
Drawing upon experience and best international practices, SAPRUN can assist in organizing the customer’s own support service.
The purchase of SAPRUN support services meets the following needs of the customer: