SAP Maintenance and Support Services

SAP Enterprise Support

We are here to help.

Chelford SAP are the premier UK partner provider of SAP Enterprise Support, a software maintenance and support solution which can drive down costs, empower productivity, manage complexity and reduce business risks, enabling your business to succeed long into the future.

As the experienced UK leader in supporting enterprise-critical applications we would like to put our technical expertise and know how to use helping you.

Contact us today or read on for detailed information.

Drive Down Costs, Manage Risks, Empower Productivity

Enterprise Solution Manager

The SAP Solution Manager application management solution facilitates support for distributed systems – with functionality that covers all key aspects of solution deployment, operation, and continuous improvement.

A centralised, robust application management and administration solution, SAP Solution Manager combines tools, content, and direct access to SAP to increase the reliability of solutions and lower total cost of ownership.

Mission Critical Support

Provides continuous quality checks that help you analyse technical risks, implement continuous improvement activities, maintain custom codes, access the mission control centre, communicate via a channel that delivers 24/7 mission critical support through a support advisory center, and generate service-level agreements involving initial reaction on corrective action for priority one messages and initial reaction on commitments for priority two messages

End to End Methodology

Helps organizations effectively implement – and exploit the functionality within – end-to-end SAP solutions, so that they can improve application management and business process operations

Why Do I Need SAP Enterprise Support?

It provides one location for your increasing support needs.

A single point of contact for your total SAP solution will reduce time lost and, therefore, business risk. As your business has grown and IT has become a more critical enabler of your success, so your IT support needs have grown too. In many cases, SAP is spanning a larger footprint within your infrastructure and connects mission critical applications to your business backbone. As the application portfolio in many enterprises grows and new technologies such as on-demand applications become commonplace, we have heard from many of our customers that they need one point of contact for their support needs. SAP Enterprise Support addresses this need.

Broader Commitment from Your Enterprise Platform Partner

SAP Enterprise Support represents a broader commitment to you by creating a support infrastructure and support standards that enable best-in-class operational effectiveness across your extended SAP software landscape. These standards for operational effectiveness allow you to reach best in class IT support operations and take advantage of SAP’s thought leadership in end-to-end support services.

Single Point of Contact for Your SAP Enterprise Platform and Beyond

SAP Enterprise Support goes beyond SAP applications, providing end-to-end support for your entire platform, including mission-critical customer and partner solutions. Your business success depends on IT, but research has shown that 67 per cent of mission-critical applications have more than nine hours of downtime per month.

Relentless Focus on Business Risk Reduction

Remember, complexity drives business risk and cost...

New, globalised business models have created larger and more integrated business networks that, while providing increased flexibility, have added to IT complexity. Complexity has been driven by the increase in applications, architectures, and interfaces to Enterprise Resource Planning (ERP) systems that are required to take advantage of new business networks. Complexity, however, drives business risk.

According to the Economist Intelligence Unit Ltd, IT complexity is the number one cause of system failure. Moreover, complexity has increased the frequency and duration of system related issues to such a degree that 30 per cent of issues take more than 24 hours to resolve.

Manage Risks Proactively

SAP Enterprise Support enables you to manage complexity and reduces business risk within your operations by helping you in:

• Providing continuous quality checks which identify potential issues before they become risks to your business.
• Providing expert advice and 24x7 high priority issue resolution management, to minimise business impact and disruption.
• Reducing total time to resolution for high-priority and showstopper issues with service-level agreements for initial reaction and corrective action plans.
• Reducing time to resolution through fast, efficient collaboration between SAP, its partners, and customers using the global support backbone.

Proven Value from Increased Support Investment

As with any asset, your enterprise IT platform requires investment to maximise value. SAP customers who have successfully invested in SAP Enterprise Support have realized significant benefits.

Industry Leading Standards and Tools Reduce Operating Costs

Run SAP methodology for implementing end-to-end solution operations standards. End-to-end best practices for solution operations provide a framework for you to build best-in-class IT through:

• Operational blueprinting to optimise scalability, performance, consistency, and high availability across your entire SAP software landscape.
• Industry-leading mission-critical support processes that enable you to minimise time-to issue resolution.
• End-to-end integrated change request and quality management tools that allow you to achieve consistent quality and develop a continuous improvement process enabling change while minimising the risk of production downtime.

Reduce Operational Costs

Americas’ SAP Users’ Group and SAP benchmarking studies have shown that best-in class IT operations have 55 per cent lower operations costs than average performers.

SAP Enterprise Support provides you with the opportunity to reduce operating costs by replacing third-party tools and services and reassigning headcount to higher-value activities.

Reducing testing costs through coordinated change management across your landscape avoids downtime, which can cost you from US$6,400 to $7,600 per minute, according to BMC Software Inc.

SAP Solution Manager, enterprise edition, allows you to consolidate your monitoring systems, which reduces cost while helping to meet compliance objectives.

Innovation Without Disruption

Leverage Best Practices and Tools - SAP has incorporated end-to-end operational standards – knowledge gained from over 30 years of support – into SAP Enterprise Support. In addition, SAP Enterprise Support provides innovation through third-party solutions and custom development.

With the implementation of SAP Enterprise Support and end-to-end solution operations, the SAP commitment to technical upgradeability is extended by providing tools and information to allow customers to manage their custom code, customer-specific enhancements, and third-party solutions.

Throughout the life cycle of your SAP platform, innovation without disruption is now an easy-to-manage reality. Continuous innovation, on a stable platform, maintains your investment and helps give you a competitive advantage in a constantly changing environment.

Innovation Through SAP Enhancement Packages

SAP Enterprise Support allows you to leverage the innovation of SAP’s enhancement package architecture, enabling you to apply regular and consistent updates of the technology platform, legal changes, and application components with zero downtime and no change impact.

Upgrades now create less disruption and business risk. Furthermore, the enhancement package architecture reduces the cost of upgrade implementation and downtime-driven business impact through coordinated change management procedures enabled by the SAP Solution Manager, enterprise edition.

Customers of all sizes have mission critical application with integration needs and are moving to service-oriented architecture (SOA) to grow competitive advantage. To enable such innovation, you need a stable platform that requires a new level of support. Innovation on the SAP software platform occurs through SAP enhancement packages as well as third-party applications and custom development.

Best Competitive Offer From Undisputed Market Leader

SAP Quality and Commitment

SAP has a clear commitment to support your mission-critical industry solutions and has not outsourced support to any third-party provider. Further, with more than 4,500 engineers in the SAP Active Global Support organization, SAP is utilizing a follow the sun approach to provide 24 7 mission-critical support that will enable your business to grow and succeed in today’s economy.

Most Complete Offer

According to leading industry analyst firms, SAP Enterprise Support represents a further evolution of support services at SAP in the face of increasing complexity and integration across the IT ecosystem. It addresses continuous innovation and investment protection by providing integrated end-to-end solution life-cycle management, involving both SAP and non-SAP solutions.

Market Leadership

SAP supports more business-critical applications than anyone else in the world and leverages years of experience as well as a comprehensive support infrastructure to enable proactive prevention of issues, fast root-cause analysis, and low operations cost.

With over 30 years of experience and a customer base of more than 47,800, SAP is convinced that SAP Enterprise Support is the right level of support for any business, large or small. SAP has built a support infrastructure that consists of over 4,500 employees, backed with over 6,000 developers in 40 countries.

Why Chelford SAP?

Proven - The Chelford SAP Solutions Ltd team has been providing SAP maintenance services in the UK for over 12 years now and as such, no one is more proven and established.

Largest - Chelford have over 60 customers in the UK on SAP Enterprise support. This represents around 25 per cent of the entire UK partner customer base for SAP Enterprise support to ERP customers.

Experienced Team – We have found that SAP customers are simply not satisfied with support teams which may well be on the other side of the world. Chelford employ UK based ex implementation staff to manage our help desk so issues can be quickly and effectively addressed.

Breadth and Depth – With a team of over 70 staff, Chelford are able to cover the full scope of a customer’s SAP environment.

UK Based – We believe it is important that time zone or language barriers should not inhibit the quality of support provision. For that reason Chelford has based its SAP support centre in Glasgow thereby offering UK based SAP Support.

Referenceable – As a result of our extensive experience and long track record we can offer potential SAP clients the opportunity to speak with existing customers to gain the confidence and reassurance that they require before making an investment.

Chelford Do Deliver

Nominated Staff – As a Chelford customer you will be assigned both a Commercial Customer Account Manager and Lead Support Consultant. The Account Manager will be responsible for coordinating resources to ensure that the customer is fully abreast of product, service and procedure changes at SAP and Chelford. The SAP Support Consultant is responsible for overseeing all support calls from the customer and being a regular point of contact.

Free Of Charge Presales – Chelford believe it is wrong to charge customers for producing sales proposals or quotations. For smaller pieces of work an initial budget costing is provided free, for larger pieces, then an on-site consultant’s discussions may be needed. This is all regarded as non chargeable presales.

Premier Service – For Chelford customers that spend over £50,000 per annum on SAP support and SAP maintenance services at normal terms, Chelford offer a Premium Club Service. This is provided at no additional charge and includes several benefits such as:

• Opportunities to attend Chelford SAP product update education sessions.
• Enterprise Health Check Service to bench-test your business against its peers.
• Attendance at an annual customer sports/social event to mix with your peers to swap SAP ideas and experience.
• Discounted membership of the SAP UK user group.

Contact Chelford SAP Solutions today.