Several years of experience and best practice
Most companies invest over 60% of their IT budget in the operation of their applications. IT also invests a large amount of time in this task. In order to remain competitive, costs need to be reduced, e.g. operation and business processes need to be optimized or services outsourced.
CubeServ application management services span the operating and continuous optimization of SAP BW and BusinessObjects systems. CubeServ application management services comprise:
- 7/24 availability of Helpdesk/Hotline
- Service desk with escalation management
- (1st), 2nd – level support and 3rd – level support
- Remote monitoring
- Customer Care Concept (CCC)
- Customer Care Management (CCM; process management)
- Modular and multi-level support concept
- Operational management concept
Queries are processed by the help- and service desks in form of „tickets“. In addition to typical support provided during business hours, extended service availability all the way to 7/24 support. If customers desire, support can also be limited in time. CubeServ will delegate dedicated co-workers to meet customers’ specific requirements.
In addition to simple remote support, the customer also has the possibility to book an „Onsite Application Management Consultant“ over a defined period of time (from 0.5 days a week to full time deployment).
CubeServ assumes full tasking for customers and is thus, for instance, responsible for the overall loading process (ETL process).
CubeServ is responsible for the customer’s overall SAP BW applications operating.
CubeServ Technologies will ensure maintenance of the customer’s SAP BW platform either on the customer’s system or on CubeServ’s own data center.
CubeServ has its own service
center, including a hotline and a service desk.
1st to 3rd – level support
For our customers, we can be reached at normal office hours.
Optimization and further development
The continuous optimization and corresponding smaller modifications to
the system are carried out via onsite as well as remote application management.
Customer Service Management
CubeServ has developed a customer care concept to be able to react
flexibly to customers’ wishes.