Application Management Services and Customer Success

The right collaboration model − also for your needs

Cope with peak loads
Bridge downtimes
Access expert know-how

Worldwide, in German and English, other languages on request

Incident handling

Implementation of enhancements

Exchange of expert knowledge

No matter what operational challenge you are facing: We have the right collaboration model − also for your case

Our offer:

On-demand service without SLA and monthly fees with fixed hourly rate for ticket processing
SLA-based services with guaranteed response times, ticket quotas and reduced hourly rates for ticket processing
Expert Talk On-Demand − just talk to an expert quickly
Urgent Ticket On-Demand at a fixed price to restore your operations with 1h response time

Available for: SAP IdM, SAP SSO, SAP Access Control, SAP Cloud Identity Authentication, Provisioning & Access Governance, SAP S/4HANA, SAP CX Suite, SAP MDG, SAP Information Steward, SAP Data Services, SAP BW/4HANA, SAP Analytics Cloud, SAP Data Warehouse Cloud, SAP BW 7.x, SAP Business Technology Platform, SAP Platform Extensions, SAP Fiori and more.

Incident Management

Ticket-based without SLA and ongoing costs
You get access to expert know-how and specialized knowledge to complement your own specialists
- Elimination of temporally non-critical error situations
- Start of problem solving according to availability
- Billing per ticket on an hourly basis
SLA packages at a fixed monthly price
Your employees focus on the use of your solution, we take care of operation and further development
- Processing of tickets in the IBsolution ticket system
- Elimination of error situations
- Rectification of causes
- Short response times
- Available in five expansion levels (S | M | M+ | L | XL)
  Packages differ in number of tickets and guaranteed processing times

Enhancements

Realization of adaptations and extensions up to a time expenditure of about 10 days
- Realization of system adaptations
- Implementation of delimited system extensions
- Ticket-based without SLA and running costs
- If the processing of the enhancements exceeds 10 days, a price indication for the complete implementation of the change requests will be made, which we will then also gladly implement at a fixed price

Urgent Ticket

No fixed monthly costs
Fastest possible restoration of system operation
1 h response time within the agreed service hours

Expert On Demand

Access to first-hand expertise of our consultants
Telephone support and first aid in case of system problems
No monthly fixed costs

Test the best with our ticket-based Customer Success package*

The ideal introduction to our Customer Success program.

We are guaranteed to convince you of our capabilities and make you want more.

*With our ticket-based Customer Success contract, you only incur performance-related costs. You do not enter into any obligations.

Best Practice: Experience our Customer Success services using the example of security

SAP Access Control

General operational support
Adaptations of SoD matrix
Enhancements for access request workflows
Implementation of firefighter processes
Connection of new SAP systems

SAP Identity Access Governance (IAG)

General operational support
Connection of new systems (cloud and on-premise)
Adaptations of SoD matrix
Setup of Privileged Access Management
Extension of workflows for access request

Authorization Management

Support for secure and functional operation of efficient authorization and role concepts
Development of the appropriate authorizations for your systems and processes
Creation of concepts for assigning the required rights to employees
Definition of job roles that represent job profiles at the job level

Identity Management (IdM)

Automatic provisioning of users (onboarding and offboarding)
Workflow management and self-services
Password management
Single Sign-On (SSO)
Role-based access control and access governance
Reporting, audit & compliance

Our SECMENDO.monitor tool is available as an add-on service within Customer Success Security. With it we ensure a transparent 24x7 monitoring of your SAP IdM landscape and your provisioning processes. This way you avoid economic damage to your company and have the possibility to always know what is going on in your SAP IdM system.

Let the experts do the job

Would you also like to concentrate your resources on the essentials? On what makes your company successful?

Then we should talk.

Break free from daily routine tasks, from searching for errors and fixing them. Ensure that your systems are available around the clock and provide the right basis for decision-making. Stay on top of the latest technology while conserving your own resources.

Take the time to do the things that make your business successful.

Simply get in touch and let’s go …

A selection of our customers