SAP Basis Support Services

1.          SAP System Maintenance and Support Services

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A .         APPLICATION / DATABASE PREVENTIVE MAINTENANCE / SUPPORT                                                                   MANAGEMENT

i)           Batch job /Spool management

ii)          User account provisioning and role / profile maintenance

iii)         Early Watch Alert (EWA) review and maintenance

iv)         System performance management

v)          OSS Support management

vi)         Transport movement requests

vii)        System Security audit management

viii)       License Audit management

ix)         Incident / Problem management

x)          Change management / Enhancements

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B .        APPLICATION & DATABASE ADMINISTRATION

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i)          SAP kernel upgrades / Application patch updates

ii)         Database patch update

iii)        Database Backup & Recovery

iv)        System refresh / Client Copy

v)         Web Infrastructure (SSL) Setup

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C .       APPLICATION & DATABASE LEVEL MONITORING REPORT

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i)         Daily System monitoring on critical KPIs

ii)        Monthly monitoring report covering EWA review & Maintenance

iii)       Yearly monitoring report covering service availability as per SLA, System                   Security Audit Report, License Audit Report

 

2.         Support Feature for Maintenance projects

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i)         Support Coverage – Flexible support model

ii)        3 Tier Support Architecture

iii)       SLA for service availability

iv)       Automate alerting with pre-define KPIs

v)        Manual periodic monitoring on critical KPIs (in absence of Tool)

vi)       Proactive advisory and consulting on process / service improvement