Which solution is right for your business?
We've got the perfect system for your business. No matter the size, industry or customization needed, we have the right fit for you.
Find Out Here
10 February 2023
Spotlight on Support (South Africa)
When asked about Support, clients almost unanimously respond favourably along the lines of “Yes, we usually speak to Peter and we’re very happy.” Our Support Desk has grown considerably since inception in 2008, and with the new year it’s worth revisiting what they do and how they do it.
The Support team consists of four dedicated, regional teams and serves SEIDOR’s English-speaking clients throughout Africa, the Middle East and the UK.
Support’s mandate is to assist you in maintaining your system as it stands.
The South African Support Team
Our local South African Support team comprises of 6 agents and handled nearly 6000 tickets last year, with 99% compliance to response and resolution measures and a 97% positive satisfaction rating.
They report that incoming requests are becoming more sophisticated and complex, which reflects improved adoption and utilisation by clients of their SAP Business One solutions – a good thing!
Additional Support Services
- HANA Server maintenance – Many HANA clients need assistance to properly maintain their HANA servers to avoid costly downtime. Support offers a proactive and scheduled maintenance service to ensure your HANA server operates optimally.
- Premium Support – We have experienced an uptick in requests to perform administrative tasks that would typically be performed by internal client super users. These tasks are billable and not covered by Support, but we appreciate that the need exists. To satisfy the need and streamline delivery on such requests a billed service is offered – hours are purchased up front and consumed as the need arises.
- Small, Billable Tasks – Support consultants are certified SAP consultants, and it makes good sense for them to also perform ad hoc billable tasks that are too small and simple to warrant escalation to the Consulting team. Purely at their discretion they may offer to quote for and deliver such tasks.
Support may be reached via Portal, telephone or Email. A peculiar finding is that nearly none of our South African clients use the Support Portal, whereas other regions show up to 40% adoption of the Portal.
Our handy Support guide is downloadable as pdf, please peruse and keep for future reference.
If you have any questions relating to Support or the additional services they offer, your account manager will be happy to help.
Share