What is it?

Our support service provides our clients with functional and technical support for their solutions. Our specialist support team spend time understanding your SAP BPC solution and aim to resolve issues quickly and efficiently, whilst keeping you informed of progress.

  • Our service is designed to fit between the skills that are typically available within your existing support organisation and the service offered by SAP for the support of their applications.
  • It covers functional & technical support of SAP BPC solutions and supporting SAP BW instances.
  • It can also be used augment systems administrators at times of high activity, illness or holiday, and ensure that there is always someone available who is an expert in the application.
  • Clients commit to an annual contract for support services, which gives them a predetermined number of remote support hours per month, which can be used in a variety of ways.
  • Typical uses of remote support are to investigate and correct application issues, to answer specific “how to” questions, or to assist with monthly procedures and specialised administration functions.

How it Works

1

Remote Assistance

Your named contacts can contact Copperman’s support service and request remote assistance with any of these services.

2

Named Contacts

The named contacts will be a first point of contact and will liaise with Copperman for assistance as required.

3

Alignment with Internal Support

Copperman Support can work alongside existing support structures in place.

4

Hours Allocation

Time spent dealing with the issue or question is deducted from the monthly balance.

5

Extra Time

Additional time can be purchased in blocks of 5 hours.

6

Additional Tasks

Copperman Support can be engaged to assist with Application and System Administration tasks as required.

Need further assistance?

Business Case

Staff Costs

There is a tangible cost saving compared to the cost of providing additional staff to perform support. You will normally look to redeploy your existing resources and identify individuals in the current team with the required skill set and motivation to support SAP BPC. This will impact available resources to cover the other responsibilities.

Training Costs

You will require a number of staff from your support organisation to be trained to be able to provide comprehensive coverage and provide at least one trained resource to be available at any time.

Quality of Service

Having access to Support Consultants who deal with SAP BPC on a day to day basis will improve the quality and the speed of issue resolution.

Impact of Downtime

An interruption to service could result in key financial reporting deadlines being missed, which will have a negative impact on the perception of the success of the solution in the organisation. Resolving issues quickly and reducing downtime is therefore important to successful deployment of the solution.

Support Options

Copperman offers various levels of support allowing you to choose the option that best suits your requirements. The options are determined using a Complexity Matrix that will ensure you are provided with the appropriate level of service.

Bronze

Days of Support Cover

Monday - Friday

Hours of Cover (London Time)

09:00 - 17:30

Number of Designated Contacts

2

Indicative Monthly Support Hours

20

Silver

Days of Support Cover

Monday - Friday

Hours of Cover (London Time)

09:00 - 17:30

Number of Designated Contacts

3

Indicative Monthly Support Hours

30

Gold

Days of Support Cover

Monday - Friday

Hours of Cover (London Time)

09:00 - 17:30

Number of Designated Contacts

5

Indicative Monthly Support Hours

40

The service agreement can be renewed or amended on an annual basis.