SAP SOFTWARE MAINTENANCE & SUPPORT

Maximizing the benefits to you from its relationship with SAP and KIP
Ensuring that products is always appraised about the latest developments at SAP & KPI
Escalating to you and KPI management any issue that needs to be addressed on priority, e.g. preparing products,
Ensuring that KIP ranks high (at least 4 on a 5 point scale) on the Customer Satisfaction Index at all surveys launched by KIP

Support executives will respond to issues within the time frame as per the priority matrix – Emergency/Critical, Major-Functional impact, or Normal-Low user impact
Consultant will reply to your ticket by providing a solution / asking some more information for further investigation of the issue or conduct on-line session deemed necessary by the consultant.
Bug fixes (defect solving service)
Delivery of New Patches Customers, being the key decision maker, can decide if the issue is really resolved
The SLA for High, Medium and Low, priority tickets are tracked.
KPI targets to maintain a minimum of 90% SLA

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