The Support process starts with a Requestor/Author/Writer requesting the assistance of Seidor Westrocon Support by submitting a request or incident to Seidor Westrocon Support. All support requests need to be registered/ logged through the Seidor Westrocon Support Help Desk. All service requests resulting from discussions, workshops or personal interaction with the customer needs to be reported to the Seidor Westrocon Support Help Desk by logging a support request or incident. The Help Desk can be made aware of service requests or incidents by sending an email to firstname.lastname@example.org or by phoning +27 (0) 12 656 0249.
Language – All support requests or Incidents must be communicated in English. English is the universal language used in business worldwide and the use of English will ensure effective and efficient resolution of service requests and incidents.
Information – The following information will be required to be able to log a support request:
- Description of the issue encountered
- Explanation of the action completed (transaction used)
- Explanation of the result expected, and the result obtained
- Screenshot/support information relating to issue (e.g. screenshots)
- Indication of the extended of issue (e.g. one user affected, companywide functionality unavailable, etc.)
- Indication of the SAP module impacted
- Indication of impact of issue (e.g. functionality impacted for few consultants but workaround in place, system wide impacting all users with no workaround)
- Business/financial impact (no order can be processed, financial losses, customers threatening to terminate contracts, etc.)
All Service Requests and Incidents from both PCOE and non-PCOE customers’ needs to be registered with Seidor Westrocon Support Helpdesk. No Incident or Service Request may be worked on without the Incident or Service Request logged through the Helpdesk.4
Issue of Support Ticket:
Seidor Westrocon Support Helpdesk will log all requests received for services.
Helpdesk will assign a priority (P1 – Critical, P2 – High, P3 – Medium or P4 – Request) to the ticket based on the information received. Very high priority incidents will be escalated to SAP. Other priority tickets will be assigned to a consultant based on the SAP module/functional area impacted, the priority assigned and the resources available.
The Seidor Westrocon Support helpdesk will provide a unique support ticket (with a unique ticket number) for Incidents and Service Requests submitted. All requests will be logged on the Maringo Projects System (MARI) and a unique number will be generated by the system for the request. The Support Administrator will send an email with the details of the support ticket logged in MARI to both the requestor and the assigned consultant, as well as any other related parties that are known at the stage of logging the ticket
Use of Ticket Number:
The ticket number needs to be used in all ticket-related communications (e.g. email subject line, support reports, communication between customer and message processor, and ticket feedback). The support ticket number also needs to be used when completing timesheets. The ticket number in timesheet entries is used to reference work done and link support requests and incidents to quotes provided, time spent, and invoices issued. The ticket number is also used to clarify queries and problems raised relating to that specific service request or incident. When incidents have to be escalated to SAP the incident number (ticket number) will be used to distinguish between incident escalated and other incidents in the system that may have been logged over time.
Support consultants will be required to compile Scope or Specification documents for all service requests where ABAP is required or where the request is of such a nature that the change warrants a clarification document to be signed by both parties. The Scope or Specification document should outline the work to be undertaken, define the scope of the activity, and what areas of the SAP product the changes will impact.
Support consultants will be required to provide an effort estimate at the start of all service requests. The effort estimate will be used to compile customer quotes, schedule tasks and activities, and manage expectations.
Before support tickets can be worked on the following approvals needs to adhere to:
- Customers need to sign specification document.
- Customers need to approve quotes.
No work may be undertaken without a signed specification document and approval of quotes by the customer.
Transfer between consultants:
Support consultants can transfer support tickets between each other:
- When other SAP module expertise is required to resolve the issue or meet support requirements.
- When a higher level of expertise is required within a specific SAP module (escalate the ticket to consultant with higher expertise or experience).
- When a consultant is on leave and another consultant needs to take over responsibilities.
All transfers between consultants (message processors) should be communicated both verbally and in writing. Consultants should inform Support Helpdesk of the change in message processor details to ensure that Helpdesk has an accurate view of support tickets.
The consultant responsible for a ticket should update a ticket with regards to its status, the progress made and when transferring or handing-over a ticket to another message processor to work on.
The below status’s have been maintained in MARI:
Service Level Agreement:
Support consultants must adhere to the Service Level times and maximum processing times as are applicable for both the PCOE incidents and service requests.
Service Level agreement response and maximum times is maintained within the support ticket on MARI.
Testing of a ticket:
A ticket will be tested in line with SAP best practices guidelines. Changes/development will be first tested in the Development system, followed by the Quality system. Transport approval will be required to transport changes/development from DEV to QA system and from QA to PRD system. A standard Transport request form must be submitted with the relevant details of Ticket & change as well as the test results.
Closing of a ticket:
A ticket will be closed upon confirmation received from the customer that the service request has been met or the issues has been resolved.
Where no feedback is received for more than 10 business days.
Where SAP has resolved the issue and confirmation is received that the ticket can be closed