SAP Product Services
For Mid-market and SME companies, IDS Scheer offers an SAP Software Maintenance contract, even if the original license purchase was not from IDS Scheer.
IDS Scheer provides issue support with instructions for debugging, error avoidance and bypassing of defects via the SAP support portal, fax, e-mail or phone. This support presumes the integrity of a remote data transmission device after specification from IDS Scheer. You can track the current status of each active request in the SAP support portal. The IDS Scheer Help Desk follows SAP’s priority classes for support during regular business hours:
- Priority 1 (very high) within 2 hours
- Priority 2 (high) within 4 hours
- Priority 3 (medium) within 1 day
- Priority 4 (low) within 2 days
IDS Scheer’s Global Managed Services team provides you with a globally operated Service Desk. Our follow-the-sun support service includes three regional Managed Service Centers in Asia Pacific, Europe and the Americas. Standardized processes are based on ISO 9001:2000, ITIL and SAS70 and we utilize IDS Scheer products to manage customer services levels (e.g., ARIS PPM to measure support process performance). IDS Scheer delivers quality-based support for all your needs – quickly and efficiently:
- Support
- Communication
- Malfunction analysis