Application Support Questions

1. What are the SAP functional modules to be considered in Application Support? What are the areas
where need for support will be high ?

2. Please provide the countries and number of SAP users.

3. What are the service window/coverage expectations in terms of hours and days of support?
(example 9-5 Mon-Fri OR 24*7 OR 24*7 for Very High issues and 9-5 for other severity etc)

4. Current support organization

a. What is the current support team size (in FTE) ?

b. What are the current locations where this support team is based?
c. Are there any super-users in the team who provide the first level of support to end users
?

5. Is there any expectation for onsite support or can it be completely remote? If onsite support is
needed, please elaborate on the location, nature of support and expected duration of such
support.

6. Is there any expectation of dedicated full time resources being assigned for support or can the
support resources be part of a common shared pool?

7. Please share yearly history of number of Functional/Technical incident tickets (break-fix) and
service requests.

a. Breakup by SAP functional module complexity

b. Breakup by severity levels (Very High, High, Medium, Low)
c. Breakup by country/location
d. Any indication on number of support hours spent for resolving above

8. Should change requests (implementation of new functionality, changes to existing functionality,

new custom development etc.) be considered as part of AMS scope ? If yes, how many hours of
change requests should be planned for ?

9. What is the current Service Management/incident management/Problem Management tool

being used? Are you open to using itelligence’s Solution Manager tool ?

10. What is the level of service support documentation available currently in each functional module.
Please rate the quality and completeness of documents in the scale of 1(no) to 5(all documented)
for each functional module in scope.

11. What is the % of custom development in the SAP implementation ?

12. Could you please share Change & Release Calendar (For Changes and Projects), if any.

13. Please could you share your roadmap for any new module implementation, consolidations, roll
outs, acquisition and mergers?

14. Is it possible to share functional SAP architecture with modules implemented, non-SAP systems,
data flows between them, if any.

15. Is there any automation for SAP application testing? If yes, what tools are used for SAP application
testing?

16. Are there any pre-defined response and resolution time SLA's for incidents tickets ?