Our approach to SAP Support is what sets us apart. Starting with a robust and reliable on-boarding process, we work with our customers to design a support model that fits in line with their business’ needs.
At Edenhouse we offer Eden Edge, a time and materials based model which offers our customers an allocation of Eden Days, with each Eden Day representing 7.5 hours. This time can be used for any SAP related task including; resolving incidents and issues, providing estimates, progressing change requests, updating documentation, and much more.
At the hub of our support is our Service Desk, which is the first port of call for our customers who need help, support, or advice on their SAP solution. On our Service Desk, we have a team of five who work in shifts to ensure that all hours between 8.00am and 18.00pm are covered and all support calls are dealt with quickly and efficiently, through our dedicated Service Desk Support number and email address. Out of these hours, we provide a 24/7 call support service for all technical and functional areas to resolve critical issues.
Once a support call has been logged, it is then copied into our interactive centre, where the calls are allocated to one of our consultants. Highly skilled and experienced, our consultants not only implement our SAP solutions, they also handle the support calls too. Which means if and when our customers need an issue resolving then our consultants know the solution inside out. All of our calls have a default resolution time of four hours, if our consultants need longer to resolve an issue, then they will contact the customer to request more hours, likewise if our consultants resolve the issue in under four hours then they give the remaining hours back to the customer for them to use another time.
At the end of each month, our customers receive a detailed report of what they have spent their allocated hours on, how long each support call took to resolve and how many hours they have left to use. As our customers all have a named Service Delivery Manager and an Account Director, they’ll look through the report and see if we can make any recommendations; for example if a customer is experiencing an ongoing problem, we can look to focus on fixing the root cause to ensure time isn’t spent resolving recurring issues.
We’re confident in the support and delivery of our services, therefore we like to build long-term partnerships with our customers, ensuring their needs are met with minimum disruption to their business.
Speak to Edenhouse, the market leaders in SAP solutions.