Support

 

ADJOINED BUSINESS SOLUTIONS LTD

SAP Business Objects Support Guide

 



 
               Support Services
 
Welcome to Adjoined Business Solutions Limited (ABSL) support services for SAP Business Objects platform. As a tier one technology provider within the Caribbean, ABSL prides itself on the provision of superior technical support and thought leadership in business intelligence and innovative technology solutions. 
As an authorized SAP Business Objects, we offer first and second level support to our clients throughout the world on a 24x7 basis. 
 
We Offer:
·         High quality, consistent SAP Business Objects Support
·         Reliable and efficient support service delivery
·         Highly trained, certified and experience support team
 
 
We Support:
 
SAP Business Objects Enterprise and Edge
 
SAP Business Objects EIM Products
·         Web Intelligence
·         Desktop Intelligence
·         Crystal Reports
·         Dashboard Builder
·         Explorer
·         Voyager
·         Xcelsius
·         Business Intelligence Platform
·         Data Integrator
·         Data Services
·         Data Quality
·         Metadata Manager

 
ABSL offers two distinct support packages, Standard and Enterprise Support.

 

Standard Support -   Delivers support services that help enable continuous and effective business operations, providing the services and tools that help clients keep their system up and running.  Under this incident-driven support model, clients can access how-to information, assistance with resolving technical related problems and, implementation of bug-fixes and support packages.

Enterprise Support -   With the incident-driven model of Standard Support as the foundation, Enterprise Support takes a proactive end-to-end approach to ensure the availability of mission-critical processes and solutions. Additional support services include Technical Risk Mitigation, 24x7 Support Advisory, Continuous Quality checks and Service Level Agreements.



 
We Respond:
 
Priority of Incident
Agreed Initial Response Time
Agreed Maximum Processing Time
Very High
Standard Support - 60 minutes
Enterprise Support – 60 minutes (7x24)*
Standard Support - 8 hours
Enterprise Support – 4 hours (7x24)*
High
4 working hours
2 working days
Medium
8 working hours
4 working days
Low
16 working hours
8 working days
*processing time starts after ABSL Support Consultant hands over incident to SAP Global Service and Support team.
 
Our response times are predicated on SAP’s support model definition of incident severity outlined below:
Very High – incidents resulting in loss of production or mission critical systems, characterized as;
  • Production system is down
  • Malfunction resulting in very serious consequences for normal business processes
  • Go-live or upgrade is in jeopardy
  • Workaround is not available
High – incidents that cause serious disruptions in business processes that does not result in loss of production or mission critical systems, characterized as;
·         Normal business functions are seriously affected
·         Necessary key tasks cannot be performed
 
Medium – incidents that affect normal business processes causing inoperable functions of the solution
Low – incidents that cause no disruption to daily functions or operations.
 
 
 
Make Contact
Our support team can be contact in several ways:
·         Hot Line at 1-876-926-9246 OR 1 876 579 9628
Email us at support@absljm.com
Log a case through our Web site at http://www.absljm.com/contact and select 'Support'  as the category.