Within the own organization, the lines are short and specific expertise is quickly found. In addition to providing functional expertise, technical expertise is also provided to realize specific customization. Of course we understand your service and maintenance processes and we provide business expertise in which we like to share our best practices.
With the installation and implementation of your SAP solution you are of course not there yet. It is only when you have day after day access to your SAP system without any problems it truly offers you value creation. That is why Ideo offers the possibility to conclude a Support Agreement after an implementation.
Consultancy & Support agreement
By entering into a Service & Support agreement, assures you of the knowledge and expertise of Ideo and its employees. Ideo offers a wide range of functionalities and services to support your SAP system. The services that are part of the agreement are determined and set up entirely according to the wishes and requirements of your own organization. Obviously provided with a Service Level Agreement, so that the response and resolution times are clear to everyone.
Ideo distinguishes the following management services:
- Call Management
- Request Management
- Incident Management
- Change, Configuration and Release Management
- Consultancy Services
Part of the Support Agreement is the use of Ideo’s helpdesk. Ideo uses a web-based ticket system where everything is registered. You can create your own incident, which is then automatically assigned to one of our employees.
We then proactively keep you informed of the progress and the work by automatically generated email messages. You always have insight into the current status of your question.
The solutions for the incidents submitted by you are also stored here, so that a customer-specific solutions database is built up.