SAP Application Management Services
AMS services are designed to enhance the SAP application support services performed by staff from inside an organization with specialized services from expert Mawai Support staff in a transformational model built to deliver qualitative results. Our highly skilled AMS staff performs services in concert with a client’s existing staff, filling gaps in the internal staff’s capabilities. Configured to a client’s specific need, our AMS scope of services may encompass the full spectrum of the internal SAP Business Suite, SAP ECC, mySAP™ ERP and R/3® application support functions on a 24 x 7 x 365, part time or full time equivalent basis. Mawai Support delivers the following AMS services in a well-defined service level agreement framework:
Application Support Services
Mawai’s AMS engineers are professionals with the knowledge and consultative skills necessary to perform activities in collaboration with your staff, filling gaps in team capabilities, allowing your internal subject matter experts to be redirected to priority initiatives, extending your overall breadth of capability. AMS can include:
- Service Desk Routing, Management, and Reporting
- On-Call Application User Help Services
- Business Analysis and BPM Issue Support
- Knowledge Extension and Mentoring Services
- Period end closings
- Long-Term or Medium Term Staff Augmentation
- Staff Backfill and After Hours Support
Mawai AMS is tailored to specific customer requirements and extends your in-house team with knowledge resources that have great SAP depth and breadth.
Our experts become completely familiar with your business processes, configurations, end user traits, customizations, interfaces, and extensions for which you need SAP support. We deliver AMS specific to what you require, where and when you need it.
Enhanced Maintenance Support Services
Our AMS engineers also support our customers with Enhanced Maintenance Support Services. This set of cost-effective, personalized, services for SAP allow you to continue to use your software with confidence even after the vendor has ended support for your version. Mawai Support is the only third-party provider dedicated to delivering comprehensive support solutions for the SAP communities without regard to your version’s vendor-defined support status. Even if you continue with vendor maintenance, Mawai Support’s Enhanced Maintenance clients benefit from:
- Immediate Response
- Experienced Team
- Customized Software Support
- Ticket Tracking & Reports
- Regulatory & Tax Updates
- Extended Services
- Focus on Client Satisfaction
From basic questions to more complex inquiries, our managed services teams have the necessary skills to provide accurate answers and resolutions in a timely manner. Whether during normal business hours or off hours, we provide a guaranteed 30-minute response time on all critical tickets.
The Mawai Support Managed Services team averages 19 years of experience delivering SAP maintenance services. Our expert-level knowledge means our teams know the intricacies of the software and are able to resolve issues with the greatest level of accuracy and quality. Our functional and technical expertise covers all releases and cumulative updates for SAP Business Suite, SAP ECC, mySAP™ ERP, and R/3® applications. Mawai Support’s application, technical and development teams are truly the best-in-class.
Clients’ internal support teams often shift and new team members emerge. Mawai Support’s seamless engagement model ensures all information learned from you and your team is enhanced and shared with new team members – meaning knowledge does not get lost in internal team transitions
Customized Software Support
Over 90% of SAP software users have software customizations, our Manged Services customers are no different— we understand it is important to learn these and how your business utilizes the SAP applications. Each time we bring on a new client, Mawai Support devotes an assigned team of resources to sit side-by-side with the client team with the goal of identifying and understanding your unique environment.
By taking the time to do this up front knowledge transfer, we can more quickly ramp up our services to deliver the special advice and guidance your users need to utilize your SAP applications effectively.
Ticket Tracking & Reports
Our dynamic issue tracking system allows for real-time status updates to your issues. Mawai Support has implemented a powerful escalation engine behind our issue tracking tool that guarantees response from an appropriately skilled resource. Our issue reporting capabilities are second to none, utilizing the best tools to graphically represent our SLA metrics and your case activity through a given period. This ensures we are meeting your expectations, and better yet, meeting your users’ expectations.
Regulatory & Tax Updates
Mawai Support’s Global Tax & Regulatory Compliance Team (GCT) works to keep its customers’ business systems compliant with the ever-changing tax, legal, and regulatory requirements affecting human resources, transaction processing, and financial regulatory operations in the countries within which our customers operate.
The value delivered by our Managed Services team is enhanced and extended by the Mawai Support SAP Maintenance team, which deliver a powerful set of value-added SAP services to meet the extended needs of your enterprise.
Focus on Client Satisfaction
Mawai Support is a services partner, not a vendor. We work hard to build strong personal relationships with our clients’ user and IT teams. This becomes the basis for a successful support relationship based upon mutual trust, collaborative service, and an integrated support experience for users driven by an unbending commitment to customer satisfaction.