Support

Personal support for your IT-landscape.

SUPPORT & MAINTENANCE IN SAP AND NONSAP

Do you know how much service, maintenance and support for IT-Systems cost? A lot – trust us.

Providing maintenance and support is the highpoint of our services. We want to keep long-term partnerships with you, so that you know you can rely on us always.

We offer you a full array of support and services on an „as-a-service“ model that includes:

■   Centralized help desk

■   Incident Management: 1st, 2nd and 3rd Level Support

■   We work in your time zone 

■   24/7 follow the sun 

■   Monitoring

■   Global client knowledge base

■   Millions of man-hours of experience and expertise

■   German/Englisch mandtory

GS-SOFT SUPPORT LEVEL

In all supporting stages, we use an Incident Management System with workflows that enables compliance with SLAs and the identification of the root cause of problems to prevent relapses and improve performance of the IT-System.

1ST LEVEL SUPPORT

Our 24/7 1st Level Support service is available to you around the clock to assist you with any questions or problems you may have.

Our Service Desk takes care of simple problems that can be solved quickly. If possible, the problem occurred will be solved immediately and professionally by our experts. Should this not be possible, the problem will be forwarded to the 2nd Level Support.

2ND LEVEL SUPPORT

We do offer 2nd Level Support in the field of SAP and NonSAP technology.

Our experts of the 2nd Level Support take over when the problems are far-reaching and can’t be solved immediately. In this context, a high technical competence is mandatory. Our team investigates the issues raised and check for known solutions to complex issues without changing the programming code. In this regard, customizing tasks and program specifications belong to the enlarged field of a 2nd level engineer.

3RD LEVEL SUPPORT

If a solution is not determined, the issue is raised to 3rd Level Support.

Our specialists handle the most difficult problems and are experts in their field.

In this regard, various other headings denoting advanced technical troubleshooting and analysis method are made. In addition, also research and develop solutions for new or unknown issues are made.