ONGOING SUPPORT

ONGOING SUPPORT

We at 4most know and believe that your Software needs to adapt as your business evolves and it is our intention to remain with you as you grow. We are committed to ensuring that your solution continues to add value to your business as your needs change. By partnering with us, you are assigned a dedicated Account Manager to attend to your needs by keeping you informed along with regular reporting and with the aid of our Support Team. Our Service Level Agreements allow for day to day Support and Annual Maintenance facilitates SAP’s 3rd Level Support as well as Research and Development. 

  • Service Level Agreement

Developed with our clients in mind, the SLA provides businesses that require additional support in varying areas and at varying times, with a manageable means of controlling this expense. Packages can be customised by the amount of support required and offers the following benefits:

  • A predetermined fee for support
  • Option to Patch Level upgrade at anytime
  • The use of remote support
  • Reduced call out fee
  • Unused hours are managed quarterly
  • Access to the Service Call Management Functionality

Support bundles as per selected contract can be utilised for the following support requirements:

  • Helpdesk support
  • Remote support
  • On Site Support
  • Patch Installations
  • End user training
  • Report requirement definition
  • Business process automation definition
  • Management of your RSP and the delivering of an early warning system

Since we know you, and your business, we can advise you as to how much support you will need, depending on your requirements, and we will continue to advise you throughout your contract period.

  • Annual Maintenance

Your dedicated Account Manager assists you in managing your software requirements and keeps you informed as to the offerings available to you within your maintenance year. This will allow you to remain up to date with the technological advancements which will continue to give your business the competitive edge. Automating and running business management systems is more than buying a software package and implementing it. The complete solution also includes:

  • New Capabilities to fit more needs
  • Reactive & Proactive Problem Resolution
  • Legal Changes and Compliancy

As such Annual Maintenance services and offerings are available to all 4most clients who have paid their annual maintenance fees up to date and include:

  • A dedicated Account Manager

In a bi-annual visit (but not limited to) we will consult with you and assist you in developing your new capabilities and continuous Improvement Development Roadmap by discussing:

  • Enhancements & new capabilities based on your feedback and market developments.
  • Possible Automation of more of your business
  • The inclusive upgrades and patches available to you.
  • That which is available and applicable to your business as well as the logistics or support surrounding it: Includes Up to date Technology
  • Leverage improvements to increase efficiency for example:
  • Latest Release
  • SAP HANA Technology
  • Innovations to leverage trends in how to do business
  • Training
  • Access to inclusive customer training portal (e-learning, how to guides, knowledge base) or discuss any required in house training
  • Updates on 4most’s current offerings

SLA package’s which will support your roadmap requirements for the year or quarter.

  • Remote Support Platform

We will install and setup your Remote Support Platform as well as RSP upgrades, which will help to Monitor, Protect, and Optimise SAP Business One installations:

  • Your RSP (inclusive in your annual maintenance) Keeps Your ERP System at Its Best Around-the-Clock:
  • Reduce your TCO due to increased operational effectiveness and decreased time for support
  • Minimise unplanned downtime and business disruption
  • Achieve peak system performance, stability and improved data consistency
  • Get accelerated and predictable problem resolution
  • Reduce time for system maintenance (i.e. Simplified upgrades, automated back-ups, and repairs)
  • Prevent and fixes maintenance issues

The continual management and monitoring of your RSP can be accommodated within your Service Level Agreement.

  • SAP's Offerings and Benefits

SAP also covers the following under your Annual Maintenance:

  • Pro-active and re-active problem solving
  • 3rd level support
  • Global problem resolution
  • 24X7 handling of messages with ‘very high’ priority
  • Escalation handling
  • SDN forums
  • Legal Changes and Compliancy’s
  • SAP spends significant effort in detecting legal changes as soon as possible
  • How to guides and/or adjustment of the software in case of legal changes
  • SAP spends significant effort in streamlining business processes for efficient handling of legal requirements
  • Avoid penalties and/or problems with tax authorities
  • Improve efficiency in producing statutory reports
  • Client Care Centre

As a certified SAP Business One Partner, 4most is dedicated to ensuring the continued care of our clients and boasts an in-house Client Care Centre. Our experienced and certified business and technical consultants provide assistance and technical support services with the goal of helping the user solve specific problems with their technology or software solutions. Find out More 

  • SAP Business One Training

Apart from individual user Training ( As facilitated under 'Annual Maintenance' above) we also facilitate SAP Business One Training and Certification. Click Here to find out more 

  • FAQ's and Help for SAP Business One User's 

Click Here for links to FAQ's, User Guides and Step-by-Step help