Success with SAP solutions
We provide support in the development of your future-proof SAP system landscape.
SAP Services & Support
We accompany you from project implementation to custom code adaptation and offer a comprehensive portfolio of second-level and third-level support.
You benefit from this when booking support levels:
Fast
reaction time
Competent
support staff
Effective
problem solution
Transparent
processes
Continuous flow of information
Solution-
orientation
What does our SAP Second-Level Support do?
SAP Second-Level Support is responsible for providing more comprehensive support to users and solving more complex problems related to SAP systems.
In general, the scope of second-level support includes the following activities:
Second-level support investigates reported errors and analyses their causes. The aim is to identify the underlying problems and find solutions to eliminate the errors.
Second-level support provides technical advice to users and internal teams. This includes answering questions about specific functions, configurations, processes and best practices in SAP systems.
Support can make configuration changes in the SAP systems to meet certain user requirements or to correct errors. Here it is important to analyse the effects of such changes and ensure that they do not have any undesirable side effects.
If necessary, second-level support can also make system-wide adjustments to meet specific company requirements. This can include the adaptation of workflows, reports or user interfaces.
Support takes care of the administration of user accounts, access rights and roles in the SAP systems. This includes setting up new users, updating authorisations and assisting with troubleshooting access problems.
Second-level support can provide training and knowledge transfer for users and the internal support team. This includes creating training materials, conducting on-site or online training and providing self-help information, e.g. by creating documentation or knowledge base articles.
If a problem cannot be solved in second-level support, the task is to escalate the problem to the appropriate support level, such as third-level support or the development department, and to ensure communication and coordination between the support levels.
The exact scope of second-level support can vary depending on the company context and specific requirements. Overall, however, the purpose of second-level support is to ensure comprehensive support for users and to solve more complex problems related to SAP systems.
What does our SAP Third-Level Support do?
SAP Third Level Support is the highest escalation level in the support process and takes care of solving particularly complex and technically demanding problems that could not be solved by Second Level Support.
Third-level support usually includes the following tasks:
Third-level support investigates complex technical errors in the SAP systems. This includes analysing log files, conducting debugging sessions and identifying underlying causes of problems.
For complex problems, third-level support works closely with SAP’s development department or internal development teams. This can include exchanging information, providing diagnostic data or creating test environments for error reproduction.
In some cases, third-level support can make specific adjustments or enhancements to SAP systems. This may involve adapting the ABAP code, creating special programs or adding additional functions to meet specific requirements.
Third-level support is responsible for identifying and solving performance problems in the SAP systems. This includes analysing bottlenecks, reviewing the system configuration and recommending optimisation measures to improve performance.
Third-level support provides comprehensive technical advice and expertise for complex issues related to the SAP systems. This can include, for example, support in the selection and implementation of new technologies or the evaluation of the system architecture.
Third-level support can provide training for the internal support team or users to improve understanding of complex technical aspects of SAP systems. This may include creating training materials, conducting workshops or providing specialised training.