Scope of support at Hicron
When you make the decision to cooperate with Hicron, you get more than is offered by SAP as part of the Standard and Enterprise services. How is our offer different from other SAP partners?
We have developed a unique system for the verification of client requests. We do not send all potential SAP system errors to the producer. Instead, we thoroughly investigate the problem, compare it with SAP Notes, and assess whether external support is really necessary.
The problem very often can be solved by our BASIS or application management teams under appropriate agreements. Thanks to the SLAs that Hicron signs with its clients, specifying the deadlines for accepting and resolving requests, this takes much less time than waiting for reaction of the producer. SAP SE does not guarantee SLA in the SAP Standard variant.
Very often what seems to be a system error is simply the result of a missing note, i.e. a small software code update. This is also where cooperation with Hicron is very beneficial for clients. As part of an appropriate agreement, our consultants verify the updates and often solve the problem immediately. Otherwise, the client risks waiting a long time for a response from SAP SE, which will not remove the error, but only indicate which note should be uploaded.
In situations where a problem actually exists, cooperation with Hicron also brings additional value for the client. Consultants prepare technical documentation in which they indicate the verified notes and proven methods of fixing the error. Documentation prepared in this way significantly shortens the time required to resolve a request by SAP SE.
Technical contract supervisor
As part of the SAP Enterprise contract, your company will be assigned a supervisor. As a result, all matters related to Maintenance are agreed with a single person who perfectly knows the SAP solutions used in your company and is able to help you very quickly.
The supervisor’s tasks include:
- analysis of user-reported OSS ß incidents
- verification of SAP Support Backbone connections
- generation and verification of SAP EarlyWatch Alert reports and preparation of recommendations
- quarterly updates of the ST-PI and ST-A/PI components
- support in the use of tools available under the SAP Enterprise contract, for example TQC Integration Validation or TQC Transport Execution Analysis
Our services go beyond the SAP Maintenance offer available as part of the SAP SE service. Depending on the selected support variant, Hicron provides:
- ST-PI and ST-A/PI updates
- analysis of EarlyWatch Alerts reports and preparation of recommendations regarding the development of the SAP system
- support for the implementation of new solutions in the SAP support infrastructure (e.g. in the case of changes in encrypted communication in SAP Support Backbone)
Our goal is to make sure that the SAP solutions used in the client’s company operate continuously, without interfering with the daily work of their users. This is why our services also include activities for which other providers would charge an additional fee. We offer them free of charge under the Maintenance contract.