SAP® – Service & Support

HelpDesk - User HelpDesk

User Support / Help Desk

HelpDesk and support for SAP® systems does not always have to come from the manufacturer. Experienced SAP® consultants and specialists are also able to answer the most common user or support questions. With our assistance and support concept we close this gap between the user / key user and the software manufacturer or their partner.

HelpDesk / User-HelpDesk

HelpDesk or User HelpDesk is an information service that AGM mbH primarily intends to support users of the SAP® software. This means that the help can be provided via classic telephone service, e-mail or as remote maintenance.

First, Second & Third Level

First Level

Support is the first contact with the customer. This usually consists of employees who have a solid SAP® training but do not specialize in any area. At some HelpDesks, this task is also performed by call center agents. But not with us!With us you will always meet employees through whom you as a customer can build a basis of trust and who can talk to you about SAP® at eye level. Inquiries are received by a first-level employee via email, phone or fax and documented in a ticket tool and resolved if possible. If the problem cannot be solved in the first level, the ticket will be forwarded to the second level.

Second Level

Second Level consists of well-trained and experienced staff. The task of these employees is to take care of problem solving in a reasonable time and to form the interface to the third level.

Third Level

The third level is ensured by the close contacts to the software manufacturers (SAP®, DokuWare® etc.). The manufacturer specialists or, if necessary, the software manufacturers then ensure the solution to the problems. This service is covered for most support requests via the software maintenance and care fee. Since AGM mbH secures the interface to the manufacturer, you as a customer can take care of your everyday tasks. Of course, we guarantee call and response times in our assistance and support contracts.

KeyUser Support

The AGM Team

The team consists of SAP® FI / CO, SAP® SD, SAP® MM (SCM), SAP® HCM, SAP® BW (BI) as well as ABAP administration and basic specialists who are happy to assist and advise customers in KeyUser Support for SAP Release 4.7, ERP 5.0 and ERP 7.0. The customers receive professional support in their daily work in the SAP® segment and the additional system support.

Individual Offers

We, AGM mbH, offer you tailor-made offers for your company-specific needs and conclude corresponding financially, temporally and organizationally predictable agreements with the interested customers. Request a corresponding offer from us.

Project Implementation

Support in the ongoing handling of business processes on site

Many companies use SAP® software and have had to adapt to the business processes over the years of system operation. Due to fluctuating employees, you no longer trust the previous consulting partner or training needs. Then support services in the customer's company are the new way to success - small projects in the SAP® environment. Legal changes are increasingly forcing companies to adapt the system. Are there new guidelines for the transmission of data to the social security institutions or necessary adjustments in the HCM environment. Everything has to be processed and often there is a lack of capacity. Adaptations to the authorization concept, extensions to the SAP® Business Warehouse or the adaptation of interfaces to subsystems are typical examples of small projects. For this reason, more and more companies are commissioning external service providers to provide comprehensive advice and support services on site. Regional proximity, short journeys and offers that are in line with the market can help to build new partnerships in the long term and thus secure your own corporate success. The aim of the assignment is, among others, ensuring system availability in the SAP® core applications at the client and the companies affiliated with him or third parties commissioned by him. This also includes advice and maintenance, as well as maintaining or restoring the operational readiness of the SAP® application and the systems and partners connected to it via interfaces, such as tax consultants, hosting partners, etc. The implementation and project management services are carried out comprehensively with the aim of a standard that is valid according to the usual audits and cost-effective system solution. Do you need external advice for system or process changes? No problem. We provide experienced consultants and / or project managers. You take care of your business processes and we take care of the system adaptation according to your specifications, the results of joint workshops, specifications, etc.

System Support

Assistance and Support for SAP® Systems

Use your own resource and still sleep contentedly! The key to success lies in well-trained specialist staff. In cooperation with the customer, AGM mbH takes over the scheduled basic support of the SAP® ERP system. This includes maintaining the current basic system and services that are not covered by the mandatory product maintenance and care contract from SAP® AG. These services are carried out directly by SAP® as before and are handled separately by the customer and SAP®. We are happy to support you. A checklist is used to delimit the services in the basic environment, including the desired upgrade support services. Local services and telephone support are agreed for this. The aim is to work with you to ensure system availability in the base and in the SAP® core applications. In addition to system administration, we also offer customizing and preventive customer advice in all SAP® components (modules). Our focus is on medium-sized companies. Our experience comes from numerous customers and the own use of the systems since SAP® R / 3 Rel. 2.2 up to SAP® ERP 7.0 and NetWeaver BI 2004s.