SAP Active Global Support adds value to any SAP solution by providing tailored support services that cover the complete solution, including interfaces with other systems.
SAP Active Global Support's processes hold ISO certification. Furthermore, SAP Active Global Support continuously measures its processes against SAP quality goals, such as the customer satisfaction survey, call closure average, and maximum processing time.
SAP Active Global Support includes processes for customer message solving and service delivery, as well as escalation management.
Processes for Customer Message Solving
The process for customer message solving begins when SAP receives a message from a customer reporting a problem and ends when SAP identifies a correction to the problem, documents the correction, and eliminates the problem in the customer's system. Related processes for reopening messages and escalating issues ensure that the problem is resolved to the customer's satisfaction.
Service Delivery Processes
The service delivery processes support the customer's business solution throughout its life cycle. In addition to on-site services, SAP offers secure, Internet-based remote services. These consist of proactive services for optimizing the performance and availability of an SAP solution, as well as services to support various maintenance activities, such as release upgrades and currency conversions that are not a regular part of system operation activities.
Escalation Management
Escalation management expedites problem-solving if the customer's SAP solution has severe problems such as system standstills, serious performance issues, functional gaps, or implementation issues that cause substantial negative impact to business.
