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technical staff assigned to you will receive the full support
of Enstaserv’s Account Management team. This will ensure
their continued motivation and dedication to your organization’s
objectives.
The
Account Manager assigned to your organization will be responsible
for ensuring customer satisfaction and will be measured accordingly.
These measurements will be based on the services delivered
and driven to ensure that maximum benefits are realized. This
will be achieved through monthly or fortnightly meetings.
Regular
communication between Enstaserv and your organization will
ensure a mature understanding of roles and objectives. This
cultivates an open and productive working relationship. Thus,
if any issues are identified they are addressed early and
resolved quickly.
The
Account Management Process is a part of Enstaserv’s
continuous improvement methodology and is regularly reviewed
to sharpen focus on quality of service and client relationship.
Daily,
weekly and monthly call statistics, with closed and open calls,
new calls, time taken, person hours consumed, escalation levels,
prime time calls, non prime time calls etc. would be provided.
We
shall also provide detailed report on each of the call giving
details and nature of call specs, resolution etc.
This
section describes in detail the Service Level Agreements for
each Service Requirement.
Program
Management
The Program Manager will liaise closely with your counter
part to ensure all work is being carried out within the SLAs
and issues are being speedily resolved.
Account
Manager will visit your site on a periodic basis or as required
by you to ensure that the Customer-Supplier relationship is
maintained.
Help Desk Team
The service level agreement for the SAP Help Desk required
by you will be governed by the SLA matrix.
Hours
of operation: 24 Hours X 7 Days X 365 days
Response:
Once the problem has been identified and prioritized, the
Help Desk team will endeavourer to resolve the problem as
quickly as possible. The time to resolve problems will vary
depending on the problem and it’s severity. The Help
Desk team will aim to resolve >70% of the functional questions
raised on the same day.
Technical Team
The technical team will carry out System Health Checks on
a daily basis and support SAP Operations as required.
Development
ABAP/4 Team
The Development team will execute ABAP development as directed
by the On Site ABAP Co-coordinator, operating under the direction
of client.
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