SAP Business One support in all the right places

You certainly know that you’re paying your SAP provider, but are you getting the value and support you deserve?

It’s important to regularly review supplier relationships and now is as good a time as any to look at the quality of your SAP Business One support service.

We’ve previously blogged about the SAP B1 support checklist that we recommend to businesses. Today, we give you some additional information across five key areas to help you determine the level of service you need and should expect from your SAP Business One provider.

#1 – Real-time support

Are you getting the real-time support you need? You need to know that an expert consultant is available and equipped to help with a quick resolution when you need it. Is the support desk staffed by more than one consultant? Are staff only answering calls when they get a moment? Can they be reached by phone as well as by email and through a support portal?

#2 – Location is everything

Make sure your support team is based in Australia. Not only does this speed up response times and reduce downtime, but it also means your consultants understand local market conditions and legal considerations.

#3 – Expertise and Escalation

The true test of people and companies alike is how they handle problems. Does your support partner have a senior manager readily available on both mobile phone and e-mail for escalation of support and other queries?

Some providers employ people on their support desk with limited experience. At Leverage Technologies, we believe support consultants should have at least six years of experience and hold all of our staff to this minimum.

Find out if your partner has ready access to knowledgeable SAP technical and development team members to assist with resolution. You should also ask if they have experience with both the SQL and HANA versions of SAP.

#4 – Training and extras

Understand the added value you’re getting. While not all training will be included in your support agreement, a good SAP provider will offer you free educational extras like online training and tutorials, user group meetings, review workshops and webinars. Make sure you understand the cost for additional training requirements for new staff members. What will be provided and how much will it cost?

A proactive provider will publish advice and share tips through newsletters or their website to help you save money and grow your business.

#5 – Updates and upgrades

System upgrades can be potentially expensive, so find out what’s included upfront and how the upgrade will be managed to minimise productivity losses. Your annual agreement will include eligibility for new software versions, and each upgrade will require consultancy, training and testing. You should know whether any of these are included in your annual support plan. The inclusions will in part depend on whether you have cloud or on-premise deployment.

Conclusion

There is a significant difference between providers, so shop around, do your research and make sure you’re getting the value and support that you’re paying for.

If you have any doubts about your current provider, Leverage Technologies is happy to do a free review of your SAP B1 support plan. Start with a quick, obligation-free online chat with one of our experienced consultants and they’ll help you determine if your current support plan is up to scratch.