Helpdesk Services


System Enhancements

Add a new business process, Turn on another module
Once a customer has gone live with SAP R/3, business requirements may warrant turning on additional functionality available in the standard package. Whether you need to implement additional functionality, extend your system to a new business unit or configure a whole new module, the TIG Helpdesk can assist you in evaluating ROI, estimating the effort and fully implementing the solution. Using ASAP and industry best practices, our system enhancement services includes:

  • Business case preparation including ROI 
  • Study current process, design, SAP or legacy solution
  • Provide alternative options, resources and cost estimates
  • Business Blueprint, Configuration, testing and documentation
  • Implementation and training
  • Go live and Production support 

Technical Development

Most SAP R/3 installations require some level of ongoing custom ABAP programming. Whether its simple reports or complex user exit development, the TIG Helpdesk is the most convenient and cost effective way to support your requirements.

Typical services

  • ABAP/4 - reports, interfaces, data conversions and enhancements
  • SAP scripts, barcode labels and so on
  • EDI and ALE/Idoc development
  • Workflow
  • Custom screens
  • BAPIs, RFCs and transaction development
  • web tools and allied technologies


Basis Support

Typical services

  • Basis Administration
  • Monitoring EDI and Interfaces
  • Monitoring Hardcopy and other outputs
  • Basis and system upgrades

BASIS Administration

  • Many customers can realize a cost savings by choosing to have their SAP system remotely supported from the TIG Customer Support Center. Our BASIS team has a wide range of platform, operating system and database experience. TIG would be glad to review this service in detail.

Testing

TIG experts have specialized in all aspects of SAP R/3 testing from test strategies and functional testing, to automated regression and performance testing.

Typical services

  • Test methodologies - ASAP and 'V' Methodology
  • Quality review, Assessment and Audit
  • Develop test and validation plan
  • CFR Part 11 validation - IQ/PQ/OQ/DQ
  • Business Process testing
  • Performance testing
  • Volume and stress testing
  • Analysis of testing results and recommendations
  • SOP and Test procedure development
  • Mercury interactive testing tools 
  • On-site/off-shore testing


User Support

The TIG Helpdesk is geared to provide 7 x 24 support to users of SAP R/3 systems. This includes end-users, super users or even an in-house SAP competency group.

Remote Customer Support
Remote Customer Support is the default feature of this service. This feature provides for the communication between TIG and the customer. Communication takes on two meanings in this context:

  1. The management of the process of customer incident reporting to TIG, and
  2. Network communications that allow TIG to access the customer’s SAP environment.

Long Term Support
For customers signing up for long term support, TIG provides an Expert team who knows the customer’s particular SAP R/3 implementation. The team is available twenty-four hours per day every day of the year. 

The team is supported by tools such as:
 - Web enabled Incident Tracking
 - Call Management 
 - FAQ database

This feature also includes all program management activities. A Customer Representative will be assigned to each customer. The Customer Representative’s primary responsibility is Customer Satisfaction. Periodic Customer Satisfaction Survey’s will be distributed and tabulated. The Customer Representative is also responsible for compiling and distributing the monthly reports, which summarize all the activities performed by TIG. The Customer Representative will review the reports with the customer’s primary contact. Quarterly, the CR will meet with the customer to discuss incident trends, Service Level Agreements, project status and plans for the future.


Training

We provide customized SAP training using customer systems on customer sites for users and managers. We support all modules of SAP R/3 and related technologies. 

Typical services

  • Training strategy, policy and procedure development
  • Training needs analysis
  • Training aterial development
  • Train the Trainer program development
  • Project and user documentation
  • Post training floor walking support
  • Training workshop
  • Go live user support
  • Project and change management
  • Training templates and guides.


If you want maximun ROI for your SAP solution, you need to be as choosy about your integrator as you were about software.