The standard Inecom SAP Cover and Software Maintenance Agreement sets-out the software support arrangements with Inecom as the nominated SAP lead services provider. This service operates between 9.30 am and 6.00 pm Monday to Saturday on normal Indian working days.
ACCOUNT MANAGEMENT
Inecom will assign a Senior Consultant as Account Manager for you. The Account Manager will be the first point of contact for you for all matters except routine Annual Maintenance & Helpdesk Services.
The Account Manager will be responsible for:
- Maximizing the benefits to you from its relationship with SAP and Inecom
- Ensuring that products is always appraised about the latest developments at SAP & Inecom
- Escalating to you and Inecom management any issue that needs to be addressed on priority, e.g. preparing products, India for the new GST tax regime in close coordination with SAP & Inecom
- Ensuring that Inecom ranks high (at least 4 on a 5 point scale) on the Customer Satisfaction Index at all surveys launched by Inecom
SUPPORT CONTRACT
Ticket Logging
- Provides you with Unique User-ID and Password to Web-Support Ticketing System (WSTS) upon entering maintenance contract.
- Issues shall be raised by logging tickets using WSTS portal.
- Support executives will respond to issues within the time frame as per the priority matrix – Emergency/Critical, Major-Functional impact, or Normal-Low user impact.
- Inecom’s consultant will reply to your ticket by providing a solution / asking some more information for further investigation of the issue or conduct on-line session deemed necessary by the consultant.
- Smoother Communication and Navigation between customers as well as consultants with Inecom Support Dashboard.
- Customers, being the key decision maker, can decide if the issue is really resolved and they want to close the ticket or not.
- Every customer has 2 named consultants assigned to him, one Functional and one Technical; one Primary and one Back-up
- The SLA for High, Medium and Low, priority tickets are tracked.
- Inecom targets to maintain a minimum of 90% SLA
- The Customers can track the SLA on the WSTS Portal.
Business Support Hours
- We will reach out to our customers via telephone as soon as possible.
AMC versus Helpdesk
AMC
- Analysis & Diagnosis of Fault logs
- Access to SAP Support
- Bug fixes (defect solving service)
- Delivery of New Patches
- Delivery of New Versions
Helpdesk
- Supply of:
- Inecom Reports Add-on
- Extended Inventory Add-on
- Extended Finance Add-on*
How to queries
- Minor changes to:
- Print Layouts
- Query Reports
- Transaction Notifications
- Formatted Search
- Approval Procedures
- Alerts
- B1iF Scenarios
- Application of new patches
- Upgrade to new versions
Inecom Service Plans for “Standard AMC for SAP Business One” & “Helpdesk”
- Incident Management via WSTS for software defects under both Standard AMC as well as Helpdesk
- Remote Support Platform (RSP) for both Standard AMC and Helpdesk
- Delivery of latest SAP B1 version/patch level under AMC
- Upgrade to latest SAP B1 version/patch level under Helpdesk
- Incident Management via WSTS for Non-software defects under Standard AMC license
- Inecom Reports & Extended Inventory Add on under Helpdesk license.
- Supply & Maintenance of GST/UAE VAT compliant document layouts under Helpdesk
- Inecom Reports Add-on
- Extended Inventory Add-on
- Extended Finance Add-on*
