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.
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.
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.