The SAP maintenance complements each other with the SAP application management (support for SAP users) that applies to customers as the so-called second support line. The application management is a point of contact for service notifications of customers and enables solving problems that are not suitable for support by the manufacturer of the SAP software as part of the SAP Maintenance Agreement as well as forwarding of other problems to the manufacturer’s service.
SAP maintenance service is carried out in the SNP Outsourcing Center. The benefits of services provided by a professional service organisation include:
- the permanent availability of experienced specialists
- a single point of contact (a Service Desk team) irrespective of a reported issue
- service based on a fixed contract and SLA provisions (concerning response time, among others)
- the highest global standards in data security (Information Security Management System compliant with ISO 27001) and in IT service management (IT Service Management System compliant with ISO 20000 and ITIL recommendations)
SNP Poland holds a PCoE (SAP Partner Center of Expertise) certificate. The certificate, which was awarded after a detailed audit conducted by SAP AG, confirms the highest quality of BCC services in the maintenance of SAP systems, in particular including SAP Enterprise Support services.