Global Support Presentation
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1 Global Support Presentation
2 be one solutions Application Management Services (AMS) Support Scope Support, maintenance and improvement of your business processes on SAP Business One application and its Add-ons Develop, design and support SAP Add-Ons and Partner s Add-Ons Interfaces monitoring & maintenance of various SAP and non-sap platforms Support customer s business processes and help deploying new features requests Optimization of implemented structures, applications and processes Development and implementation of new functions, reports and layouts Applications upgrade support Training for expert key users and new users Support structure Primary support: User s issues\requests handled by client s key users 1st & 2nd Level: be one solutions support on issues\request which were not resolved internally by the client s key users 3rd Level: Application bugs handled by the solution provider and coordinated by be one solutions
3 AMS Support Work Flow Customer be one solutions Global Support Team Local Partner End Users Key Users Primary support PMO SAP B1 Manager AMS Team 1st & 2nd Level Support Ticket Resolution Continuous Maintenance and improvements Development team Development and support of Add-Ons, integrations & Interfaces Customer Service Manager Monthly Reporting and Dashboard Escalation-Management Legal and local requirement Addons\App developed by 3 rd party SAP Level 3 development support Version\Patch releases
4 AMS Ticket Handling Flow Customer logs a support ticket Close ticket Inform customer and ask for confirmation 1 st & 2 nd Level Support Support representative checks the issue\request Issue\request solved\answered 3 rd Level Support Ticket forwarded to App provider (SAP, beas, etc.) 3 rd Level Support Ticket forwarded to Be1s Development team Global Support\ Account manager Ticket Processing with global support manager or account manager Regional Support manager Ticket Processing with respective team
5 be one solutions Service Description Global Support Centers (GSC): Asia, Europe and Americas Hours of operation in the local language: 9am-6pm (local time) Monday to Friday Service Level Agreement (SLA) Priority Very High Response Time Within 2 Business Hours Customer Communication: For maximum control and full transparency of customer s open tickets and budget, we provide: o Monthly support management review calls o Monthly activity reports, dashboards and support budget analysis High Medium Low 2-4 Business Hours 4-8 Business Hours 1-2 Business Days Languages: English, German, French, Spanish, Portuguese, Dutch, Hindi (Indian), Chinese (Mandarin), Japanese, Thai
6 Priority Levels Support will be divided into 4 priority levels: Low A problem having negligible impact on the standard use of the software Medium A problem causing limitations or restrictions in the use of non-essential functions of the software. High A problem causing limitations or restrictions in the use of essential functions of the software Very High Emergencies: problems rendering the total use of the software impossible
7 AMS Very High messages Flow Close ticket Customer logs VH support ticket Inform customer 1 st & 2 nd Level Support Support representative checks the issue\request Regional Support manager Inform customer and ask for confirmation Issue\request solved\answered Inform customer 3 rd Level Support Ticket forwarded to App provider (SAP, beas, etc.) Inform customer 3 rd Level Support Ticket forwarded to Be1s Development team Global Support\ Account manager Ticket Processing with global support manager or account manager Inform customer Regional Support manager Ticket Processing with respective team Inform customer Inform customer
8 AMS Activity Report Monthly activity reports will be sent along with the dashboard.
9 AMS Activity Report
10 Escalation Route Region 1 st Level 2 nd Level 3 rd Level Europe Petra Rojas Tamayo Revital Postachi Latin America support.latam@beonesolutions.com Chen Levari Mario Rui Candido rth America support.usa@beonesolutions.com Chen Levari Mario Rui Candido APAC support.asia@beonesolutions.com Michal Kaplan Ben-Ami Olli Kylanpaa Japan support.asia@beonesolutions.com Nagasawa Tatsuhiro, Michal Kaplan Ben-Ami Gen Okazaki China support.asia@beonesolutions.com Mike Zhuo, Michal Kaplan Ben-Ami David Zhu
11 be one solutions - Global Coverage Switzerland (HQ) be one solutions AG Japan be one solutions Japan K.K. U.S.A be one solutions Americas Inc. Germany be one solutions Deutschland GmbH China be one solutions (Shanghai) co., Ltd. Brazil be one solutions Brazil Ltda. Sweden be one solutions rdics AB France be one solutions France S.A.S. Hong-Kong be one solutions Asia-Pacific Ltd. India be one solutions India Singapore be one solutions Singapore Pte. Ltd.
12 Contact Our Support Managers Support Europe Petra Rojas Tamayo Support Manager Europe Support APAC Michal Kaplan Ben-Ami Support Manager APAC Support hot line China : +86 (21) Support hot line Japan: Support Americas Chen Levari Support Manager Americas chen.levari@beonesolution.com support.usa@beonesolutions.com support.latam@beonesolutions.com
13 Contact Us Switzerland (HQ) be one solutions AG Bahnhofstrasse 11 CH 6300 Zug/Switzerland Tel: +41 (41) USA be one solutions Americas Inc. 100 Veka Drive, Fombell PA 16123/USA Tel: +1 (775) Japan be one solutions Japan K.K. Hamamatsu-cho Sandensha Building 2F Hamamatsu-cho Minato Tokyo /Japan Tel: gen.okazaki@beonesolutions.com support.asia@beonesolutions.com Brazil be one solutions Brazil Ltda. Av. Dr. Chucri Zaidan, 920 Market Place Tower I, 9 andar São Paulo, SP, /Brazil Tel: carlos.hernandez@beonesolutions.com Support.latam@beonesolutions.com Germany be one solutions Deutschland GmbH Heilbronner Strasse Stuttgart/Germany Tel: +49 (711) rainer.vischer@beonesolutions.de support@beonesolutions.de Hong-Kong be one solutions Asia Pacific Limited Room 302, 3/F., Malaysia Building, 50 Gloucester Road/Hong Kong olli.kylanpaa@beonesolutions.com Singapore be one solutions Singapore Pte. Ltd. 190 Middle Road #16-01,Fortune Centre , Singapore olli.kylanpaa@beonesolutions.com China be one solutions (Shanghai) Co, Ltd. Room Hua-1, 4th Floor,. 688, Zhujing, Jinshan Middle Huaihai Road Luwan District, Shanghai/China Tel: +86 (21) david.zhu@beonesolutions.com support.asia@beonesolutions.com Sweden be one solutions rdic AB Box Stockholm/Sweden info@beonesolutions.com France be one solutions France SAS Tour Ariane, 5 place de la Pyramide La Défense/France Tel: yves.tenenbaum@beonesolutions.com
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