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Service and development

Customer support, often referred to as Service, is a feature that is an integral part of the product life cycle.

Well and reliably run, it becomes, together with Development, a companion for every customer and user. Therefore, we decided to use the best practices related to the implementation of service works. We use the tips provided by the ITIL library. This means that SUPREMIS has one central unit responsible for contact with our customers. SPOC (Single Point of Contact) is a highly specialized process responsible for supporting users in appropriate and transparent reporting of all types of errors and development works.

The Support Team (Service Team) is a dedicated team of consultants and programmers. We use a ticket system that enables ongoing monitoring of the status of each ticket. We provide all maintenance services based on the SLA. In the event that the customer does not have specific individual conditions regarding response time or recovery times, we have developed the so-called Basic SLA, according to which we declare and undertake appropriate actions, taking into account notifications with different priorities. Priorities, predetermined by the client, reflect the actual impact of the incident on the system.

Individually set SLA parameters

The services we provide are based mainly on individually agreed SLA parameters. As part of these Agreements, not only are the required response times determined, but we also determine the service recovery times together with the client. We also define situations in which we are able to provide the so-called bypass or so-called temporary solution. The implementation of the workaround is aimed at restoring the performance of all system services as quickly as possible and at the same time enables the team to find an effective and durable solution.

Proactive Customer Support activities

Reactive actions, such as reactions to events, do not exhaust all the benefits of providing services in accordance with the ITIL library. We also act proactively. We actively monitor our clients’ systems in terms of the possibility of incidents, we analyze the reports in detail. If repetition is observed, it takes steps to eliminate the possibility of these incidents occurring in the future. Moreover, due to the fact that the number of supported systems is growing successively, we are able to take actions not only within one client’s system, but also in the global context of all our clients.

As a result of the above-mentioned activities, our experience related to the provision of support services for such a large number of SAP B1 users also enables us to closely cooperate with SAP POLSKA. This means that all our consultants and programmers have ongoing access to the latest versions of the system, training and consulting with software developers.

Minor development work

The support team is not only reactive and proactive in the event of an incident affecting the operation of the system. It is also a team that carries out minor development works. Minor development works mean any changes resulting from the changing needs and expectations of our customers. These are such works as – modification of the appearance of accounting documents, development of a dedicated report, etc. All these pairs, carried out by a dedicated team, are delivered in the shortest possible time. Because in the case of support services (service), it is the speed of reaction and the speed of delivering the solution that is most important.

Activities related to major changes (e.g. preparation of a solution for the verification of contractors’ data or e-reporting solutions) are carried out by a separate team, the Development team.

Development

Whoever does not develop, stands still. Whoever stands still, steps back.

Each company behaves like a living organism over time. It changes, transforms and evolves. The system that is often her backbone must behave the same way. However, for this to be possible, adequate resources are needed.

In response to such needs, the Development Competence Center was established. It is a group of people selected from among consultants, programmers and testers involved in business processes, responsible for the implementation of customer development orders. Their goal is to support clients in changes and challenges facing the organization. Using the SCRUM framework, customers are provided with solutions that meet their expectations, within a reasonable time.

The development team focuses on the quality of delivered solutions. The source of obtaining work for the team are most often changes required by the client and emerging legal changes (most often in the area of finance and accounting. The work is carried out in appropriate cycles, the so-called SPRINT. to the needs of our clients.

The Development Team also provides ongoing support for service works. As in the Support team mainly consultants are involved, in the case of the Development team they are mostly programmers.

After all, development should be thought out, planned and implemented in every aspect.

Customer benefits

Rapid reactions to events

Monitoring of systems in terms of the possibility of incidents

Close cooperation with SAP POLSKA

Implementation of individual customer requirements

SAP HANA

High quality of provided services

SAP HANA - Niezależność

Experience and competences of consultants and programmers

Case study

Case study

Poznaj systemy, które wdrażamy

The price of the solutions we implement

Both the SAP Business One solution and the methodology, and thus the appropriate Partner, are crucial in achieving the success of the project and at the same time optimizing its cost. If you are interested in implementing the SAP Business One ERP system in accordance with the agile methodology – providing the customer with maximum savings and optimal implementation time – please contact us. We can also prepare an offer, which includes the cost of purchasing a license, system implementation, subscription fee, and post-implementation support. Contact us and ask for the demo version and presentation of SAP Business One.

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Korzystając z formularza kontaktowego lub za pośrednictwem czatu, skontaktuj się z nami i napisz, jakim systemem jesteś zainteresowany/na lub jaki problem chcesz rozwiązać.

KONTAKT Z KLIENTEM

W drugim kroku nasz opiekun klienta skontaktuje się z Tobą w celu ustalenia szczegółów. Dzięki temu lepiej poznamy Twoje potrzeby i dobierzemy odpowiednie rozwiązanie.

PREZENTACJA ROZWIĄZANIA

Przedstawiamy rozwiązanie skonfigurowane na potrzeby Twojej firmy i zachodzących w niej procesów. Podczas prezentacji najczęściej też uszczegóławiamy potrzebne funkcjonalności.

INDYWIDUALNA WYCENA

Mając pełną wiedzę przygotowujemy ofertę cenową zakupu i wdrożenia systemu oraz szczegółowo ją omawiamy.

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