AMS Structure MANAGEMENT CONSULTING DEVELOPEMENT SUPPORT. be one solutions AG.

Transcription

1 AMS Structure MANAGEMENT CONSULTING DEVELOPEMENT SUPPORT

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 Addons Develop, design and support SAP Add-Ons and Partner s Add-Ons Interfaces monitoring & maintains on various SAP and non-sap platforms Supports customer 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 1 st Level: User s issues handled by client s key users 2 nd Level: Non-resolved issues handled by be one solutions 3 rd Level: Application bugs handled by the solution provider

3 AMS Support Work Flow Customer be one solutions Global Support Team LOCAL PARTNERS End Users Key Users: Finance Production Logistics PMO SAP B1 Manager Help Desk 1 st Level Support Dispatching cases based on Modules Monthly Reporting and Dashboard Escalation-Management AMS Team 1st & 2nd Level Support Cases Resolution Continuous Maintenance Continuous Improvement Back Office Develop Add-Ons & Interfaces Documentation Customer Service Manager Legal and local requirement Addons\App developed by 3 rd party SAP Level 3 development support Development requests Patches development

4 be one solutions Service Description Global Support Centers (GSC): Asia, Europe and North America Hours of operation: 8am 8pm Monday to Friday Customer Communication For maximum control and full transparency of customers open cases and budget, we provide: Monthly support review calls management Monthly activity reports, dashboards and support budget analysis Service Level Agreement (SLA) Priority Response Time Estimated Solution Time Very High Within 2 Hours Same day High 2-4 Hours 4 48 Hours Medium 4-8 Hours 1 10 Days Low 1-2 Days 2 30 Days Single access point per region: support@beonesolutions.com Support.asia@beonesolutions.com Languages: English, German, French, Spanish, Dutch, Hindi (Indian), Chinese (Mandarin), Japanese

5 Periodic Dashboard Weekly/Monthly/Quarterly dashboards for each site and for all sites together will be sent to you regularly to enable a wide angle on the ongoing support activities and their nature. Such reports will help us in classifying the types of support requests and identifying modules and areas which require special care. The dashboard will also display the time consumed sorted by the different modules and by each site.

6 Activity Report Monthly activity reports will be sent along with the dashboard. The report will present all the support cases that have been opened during the passing month and their corresponding details and status. The report can be adjusted to accommodate your company s needs. Client Name Time Date Reporter Issue/Question Case Number BeOne Notes Status Hours Site A Site B Employee A Export General Ledger to PDF shows wrong values 1000 Solved in V2007A. Using PDF printer as a workaround. Closed Employee B Error when adding Item Group 1001 Checking on Test DB In Progress Employee C How -to add document total in a query on Returns 1002 A workaround was put in place included the DocTotalFC in the report, Closed Employee B Comments field blocked in Purchase Order 1008 Need to delete UDF and recreate it Closed Employee B beas Installation in local pc 1009 Send installation instructions Closed Employee D Error in Updating JE 1028 waiting for Employee D to check the proposed solution In Progress Employee A Forecast Show History Option 1040 Demo on different history options on 2007 Closed 1.5 Total Employee D Change payable account 1005 Note how to change payable account Closed Employee A Bill of Material wrongly copied to the work order 1020 SAP are checking the scenario In Progress Employee A Error on BoE Bank File (Missing VAT) 1021 Requires an upgrade to PL 07 Closed Employee B Beas License Installation 1022 Instructions on how to import a license Closed 0.5 Total 6 Q1 Month Site A Site B Total Jan Feb March

7 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. France be one solutions France S.A.S. Hong-Kong be one solutions Asia-Pacific Ltd. India be one solutions India

8 Contact our support be one solutions AG Bahnhofstrasse 11 CH 6300 Zug Switzerland Revital Postachi Global Support Manager : revitalpost