In January 2017, the top quality of BCC services in the field of SAP system maintenance, in particular SAP Enterprise Support services, was confirmed for the third time during the SAP Partner Center of Expertise recertification audit.
SAP Global Partner Operations auditors carried out a cyclical review of the BCC support organization. They checked the stringent technical and organizational requirements related to the provision of SAP support services for customers.
As part of a single support organization, BCC provides customers with a full set of SAP support services – from the manufacturer’s maintenance (maintenance), through BCC application management – support for SAP users, to SAP administration, and system hosting at BCC Data Centers. At present, BCC handles over 200 Service Level Agreements (SLA). Several dozen of them cover also the SAP maintenance service.
The audit covered: organizational procedures and practices applied at BCC (registration and processing of customer requests, documentation), quality assurance services (including the monitoring of response times and service times, customer satisfaction surveys), and the human resources potential (consultants’ skills and certificates, a training system), among other areas. The detailed analysis covered also the infrastructure, including the service request management system, a dedicated SAP Solution Manager system, remote connections to the supported customer systems, SAP test systems used for the analysis and simulation of incidents, and the solutions for monitoring the continuity of operation of customer systems.
The SAP Partner Center of Expertise certificate (SAP PCoE) for BCC was awarded for the next two years. BCC has been maintaining the SAP PcoE status continuously for six years. In 2011, when BCC received this status, it was the first support organization in Poland that met so stringent requirements regarding SAP maintenance services. For BCC customers, it is a guarantee that the BCC fulfils the highest requirements of SAP necessary to provide SAP Enterprise Support services.
