Understanding the value of the Value Added Reseller (VAR) Support Center

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Understanding the value of the Value Added
Reseller (VAR) Support Center
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Introduction of the VAR
Scope of VAR Support Center
3
Introduction of the SAP VAR

• Value Added Reseller (VAR) software license and
  first level support function
• Team Synergia Inc appointed as VAR in 2002
• Focus on Public Sector
• Magnus M3Lite appointed as VAR in 2003
• Focus on SMB space
• First Level Support Function is fulfilled by
  Magnus Support Services
• Went live in February 2003
• SAP Certified VAR Center in 2003 for Team
  Synergia Vietnam
• Full-time Core Team Consultants
• Highly skilled Consultants

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Scope and Value of SAP Standard
SupportContinuous Improvement

• Available source code
• SAP software upgrades
• Software change management

• You receive
• The latest SAP software release of the software
  licensed, or a migration package for the next SAP
  software generation (including the upgrade or
  migration software)
• Technology updates to keep your end-to-end
  infrastructure up to date (operating system,
  databases, etc.)
• Available source code and tools to manage custom
  code
• Legal changes to address new legal and accounting
  obligations
• Support Packages to efficiently apply incremental
  corrections

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Scope and Value of SAP Standard SupportQuality
Management

• Test administration and automation
• Monitoring for systems and core business
  processes
• Proactive remote services
• Implementation tools and methodologies

• You receive
• Proactive remote services (for example SAP
  EarlyWatch Alert, SAP GoingLive Check) to
  technically assess your systems and minimizethe
  risk of unforeseen bottlenecks and breakdowns
• Monitoring of systems and core business processes
  to be alerted as fast as possible in case an
  issue occurs
• Tools for test administration and automation to
  ensure that the designed solution will work
  optimally and reliably
• Implementation tools and methodologies to shorten
  project times and increase effectiveness

6
Scope and Value of SAP Standard
SupportKnowledge Transfer

• Access to Best Practices
• Empower Customer Competence Center

• You get
• Implementation and operations processes, content
  and tools - reduce costs and risk with standard
  processes and tools
• Participation in SAP's community via SAP Service
  Marketplace to learn about business best
  practices, service offerings,
• SAP Solution Manager to centrally manage
  decentralized, distributed applications
• Continuous improvement methodology for
  application management, business practices and
  operations provided with SAP Solution Manager

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Scope and Value of SAP Standard SupportProblem
Resolution

• Problem resolution
• Global 24x7 escalation procedures
• Global 24x7 problem resolution

• You get
• Access to SAP's extensive knowledge database for
  self-help
• Tools to help you to implement the solution
• Problem resolution by SAP in case you cannot find
  a solution yourself. For priority very high
  this applies even 24x7, to avoid unnecessarily
  lengthy disruptions.
• Global 24x7 escalation procedures to access all
  required SAP resources to de-escalate the
  situation

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Introduction of the VAR
Scope of VAR Support Center
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VAR Support Structure
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VAR Support Team Roles and Responsibilities

• VAR Management (TSI and Magnus M3Lite)
• Ø  Prepares business plan given the market
  analysis and strategy
• Ø  Approves escalation of issues to SAP Active
  Global Support
• Ø  Reviews and provides guidance to the support
  manager for improvement of service level
  standards
• Ø  Provides guidance to support manager in
  extending additional resources should there be
  additional on scope of support
• Support Manager
• Ø  Reporting directly to the Managing Director of
  Team Synergia Inc.
• Ø  Provides leadership and guidance in ensuring
  that support processes are maintained and
  followed
• Ø  Monitors, measures and evaluates service level
  standards on a regular basis
• Ø Performs planning for the marketing activities
  and promotion for the support customers for
  implementation
• Ø  Approves escalation of issues to SAP Active
  Global Support
• Ø  Handles customers complaint and customer
  feedback
• Ø  Assesses team composition based on scope of
  service required

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VAR Support Team Roles and Responsibilities

• Support Team Lead
• Ø       Provides the operational management
  responsibility of the VAR support center
• Ø       Reviews completeness of issue posted and
  assesses issue for proper assignment of expertise
  of support consultant
• Ø       Approves 2nd and 3rd level escalation and
  assigns consultant from the pool based on
  consultants matrix
• Ø       Qualifies issues for escalation to SAP
  Active Global Support for approval of Support
  Manager and TSI Management
• Ø       Acts as the back-up of Helpdesk
  Coordinator
• Core Team
• Ø       Responsible for analyzing, processing and
  solving of issues received from the VAR customer
• Ø       Initiates to the Team Lead the escalation
  of the message to 2nd and 3rd level support
•  Second Level and Third Level Support Team
  Consultants Skill Matrix
• Ø       Responsible for further analysis and
  resolution of issues escalated by the Core team
• Ø       Alerts the Team Lead when an issue
  escalated at this level has business impact
  translating to financial distress or
  production/live endangered situations for
  escalation to SAP Active Global support
•  

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VAR Support Team Roles and Responsibilities

• Helpdesk Coordinator
• Ø       Primary contact of VAR support customer
  in receiving customers inquiry in corporate
  message, email and hotline
• Ø       Provides interface to the VAR customer
  and SAP Active Global Support from problem
  receipt to closure or confirmation of issue
• Ø       Coordinates with the Team Lead for issue
  assessment and consultant assignment before
  dispatching the message
• Ø       Markets and promotes SAP Active Global
  Support services to the VAR customers
• Ø       Monitors and refreshes corporate message
  to ensure promptly responses and feedback are
  provided to the customer
• Ø Prepares the reports for review of management
  and improvement of service

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VAR Contact Details

• VAR Support Center Hotline [phone]
• Fax [phone]
• Mobile [phone]
• Email helpdesk_at_support-asia.com
• Working hours from 9am-6pm, Monday-Friday

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VAR Support Tool

• Corporate Message access thru the internet via
  saprouter to sapserv2
• Secured Network Connection (SNC)
• Virtual Private Network (VPN)

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Creation of Message

• Superuser ID
• Description of Message
• SAP transaction code
• Menu path
• Support package level
• System error logs
• Message can be support issues (relevant component
  ) or service request on SAP Active Global Support
  Services (xx component)
• Set status to First Level before saving
• Note Message Number created ex. 0120028652
  0000012345 2005

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Message Processing

• Dispatching of message by HDC
• Processing of message by Core Team
• Closing of message by VAR customer
• Follow-up and feedback gathering by HDC

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Escalation of Message

• Escalation to 2nd and 3rd level support of Magnus
  Consultants
• Escalation to SAP Active Global Support with the
  approval of business unit head
• Business Impact translating to financial distress
  
• or production/live endangered

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Performance Measurement

• Service Level Agreements (SLAs) with SAP
• Customer Satisfaction Survey for every confirmed
  message

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Marketing and Feedback Management

• Website update
• Team Synergia - http//www.teamsynergia.com
• Magnus M3Lite http//www.magnusasia.com
• Monthly reporting of issues
• Monthly customer visits
• Feedback on VAR support center

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Understanding the value of the Value Added
Reseller (VAR) Support Center