Leave administrating your systems to an experienced service partner! We offer constant care over SAP solutions as part of the manufacturer’s SAP Support service – at the SAP Standard and SAP Enterprise levels. In case you do not know which level suits your company better, our experts will advise you and help you to choose the best option.
SAP Support is the maintenance of SAP solutions. It is complemented by the AMS (application management) and the BASIS (system administration) offers. The services are provided by a team of over 100 specialists. Thanks to a wide range of competencies and many years of experience, we support companies both in the daily maintenance of software and in the development of SAP solutions they use.
Why should you decide on cooperating with Hicron? Because the scope of our offer significantly exceeds the SAP SE proposition.
Maintenance offer – your options
The SAP Maintenance contract is available in two variants: SAP Enterprise and Standard Support. Read the comparison of both options here.
SAP Enterprise Support is a solution that lets you once per year benefit from a much wider range of services – in the area of implementation, improvement of existing solutions, and updates. Another thing that differs this option from the standard one, is SAP Support Academy. The Academy means access to knowledge and training in the field of system improvement as well as process optimization. Your employees can learn how to use SAP solutions more efficient, and even how to take care of users’ requests on their own.
Maintenance activities we provide
When you decide to choose Hicron’s SAP Maintenance offer, you will get much more than SAP SE is offering in both Standard and Enterprise variants. How does our offer stand out from the competition?
Verification of clients requests
We have developed a unique, innovative system of requests verification. We are not sending to the provider all potential errors in SAP software. Instead, our strategy is to thoroughly investigate the error, compare it with SAP Notes and assess whether external help is necessary at all.
Often the problem can be solved by BASIS teams or AMS team, under appropriate contracts. It takes much less time than awaiting the provider’s reaction because Hicron is bind by an SLA agreement signed with the client. We have a strict deadline for accepting and resolving the client’s request. SAP SE does not guarantee SLA in the SAP Standard variant.
Equally often, the alleged error in the system is simply the effect of a missing note, i.e. a small code update. As part of an appropriate agreement, our consultants verify the updates and often solve your problem immediately. With a different reseller of Maintenance, or using the provider’s Maintenance, you risk waiting a long time for an SAP’s feedback. And in this case, the feedback will not remove the error, but only indicate which note you should upload yourself.
In situations where the request is justified, cooperation with Hicron also brings added value to the client. Consultants prepare technical documentation in which they indicate verified notes and tried methods of fixing the error. Such documentation significantly shortens the time it takes to resolve the requests by SAP SE.
Technical contract supervisor
As a part of SAP Enterprise Support, we will assign you a supervisor. They will be your Single Point of Contact. You will agree on all important matters related do Maintenance with one person, that very well knows SAP solutions used in your company, and can help you very quickly.
The supervisor’s tasks are:
- analyzing of user-reported OSS ß incidents;
- verifying of SAP Support Backbone connections;
- generating and verifying SAP EarlyWatch Alert reports and planning improvements;
- planning quarterly updates of the ST-PI and ST-A / PI components;
- helping in a comprehensive way with the use of tools available in the scope of the SAP Enterprise contract, for example, TQC Integration Validation or TQC Transport Execution Analysis.
Additional technical support
Our services go beyond the SAP Maintenance offer available as part of the SAP SE service. Depending on the selected Support variant, Hicron provides:
updating of ST-PI and ST-A / PI;
analysis of EarlyWatch Alerts reports and preparation of recommendations regarding the development of the SAP system;
implementation of new solutions in the SAP support infrastructure (for example in the case of changes in encrypted communication in SAP Support Backbone).
Our goal is for the ERP system and other SAP applications used in the client’s company to be efficient and operate continuously, without interfering with the daily work of users. Therefore, the terms of our offer also include those activities for which many other providers would require an additional fee. We introduce them to customers free of charge as a part of SAP Maintenance.
Partner Center of Expertise Certificate
To provide SAP Maintenance services, the reseller must obtain the Partner Center of Expertise certificate from SAP SE and renew it every 2 years. Obtaining such a certificate requires conducting audits and collecting documentation confirming that the resellers’ services are provided following the high standards set by SAP SE
However, Hicron did not have to undergo such a procedure. Based on the consultants’ excellent results, the company achieved PCoE certification without an audit. In this unprecedented way, SAP SE distinguished the most trusted partners whose services for years meet all the manufacturer’s requirements.
We report the activities and results of SAP Maintenance every quarter, and the manufacturer verifies the level of support on an ongoing basis. Thanks to this, our clients can be sure that we constantly guarantee the highest quality of services.
Hicron has been continuously certified since 2012.
Requirements before the start of the SAP Maintenance contract
We want to provide services at the highest level from the first day of the contract. For this reason, we take care of obtaining the necessary resources, access and connections even two weeks before the start of cooperation.
To be able to fully support the system, the following are required:
access to the SAP system;
access to the operating system
network access to the production SAP Solution Manager Hicron.
Advantages of Hicron’s SAP Maintenance:
- Certifications: SAP Partner Center of Expertise, numerous individual certifications of consultants in the field of SAP solutions, also in niche areas;
- Organization: a dedicated team of consultants overseeing the security of SAP applications;
- Experience: taking care of the SAP solutions of over 50 clients for 15 years;
- Best practices: we follow ITIL standards;
- Confidence: proven and constantly improved work methodology;
- Support in many languages: Polish, English, German and Russian;
- International experience: cooperation with, among others, companies from Germany, Italy, the Netherlands, France and Russia;
- Broad knowledge of industries: including automotive, public sector, cosmetics, digital telephony, financial, transport and logistics;
- 100% safe company data: Hicron provides services following the highest security standards, which is confirmed by the ISO 27001 certificate.
Are you interested in our Maintenance offer? Do you require more information? Contact us and find out about the details!