| Focus on differentiation, not support. KBMS support and user-helpdesk offering are catered to the meet the day-to-day needs of SAP customers in level 1, level 2 and level 3 support. IT resources are relieved from support responsibilities and deployed for strategic initiatives. |
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Level 1 |
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Software focused. Support of the SAP software maintenance program and correction of system errors by logging, tracking and addressing service calls. |
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Level 2 |
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User focused. Aimed at handling user inquiries or questions and functional support of the existing solution scope (fix of any breaks in current scope). On demand or annual contracts. |
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Level 3 |
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Solution enhancement focused. Leverages KBMS support desk team to provide configuration enhancements, ABAP development, reports and forms development and other solution enhancements. |
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