Third-party support and maintenance for ERP and BI:
a key success factor
We achieve our goal of a 100% project success rate because our support operates at every stage of a system implementation – before, during and after. Once the ERP and/or BI platform is live, the long-term success of your project is contingent on two key aspects, namely support to resolve problems, and maintenance to continuously improve the system. Maintaining a solution over time, and altering the configuration or delivering add-ons are time-consuming but vital work if the user experience is to be comfortable and efficient in the long run.
We provide our expertise (functional and technical, architecture and support) through our support center, approved by both Microsoft and SAP, to ensure the long-term success of your ERP and BI projects.
Dedicated expert contacts for optimum long-term follow-up service
Technical-functional
- 100 consultants certified in Microsoft Dynamics 365
- 70 consultants certified in SAP
- SAP BI knowledge base holding more than 130 articles
Infrastructure
- Certified architects
- Audit expertise in the function and performance of ERP and BI platforms
- Delegation in handling business-critical processes
Support
- 20 dedicated certified consultants
- Service available from
8 a.m. to 7 p.m., extensions possible depending on contract
Commitments
- Application SLA
- Technical SLA
- Infrastructure SLA
An “à la carte” range of support to suit your IS strategy
| Publisher Support | Support for specific maintenance tasks | Outsourced IT Management Contract | |
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| Support Center |
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| Functional/Technical Support |
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| Scalable support / Maintenance of operational readiness |
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Focus on your business priorities and ensure the continuous, controlled evolution of your IT system by adopting the “Peace of Mind” Third-Party Application Maintenance solution, which combines our three levels of support and allows you to focus on what matters most while ensuring the continuous, controlled evolution of your IT system.
You can also optionally access our service catalog: data migration, system upgrades, training, technical process monitoring, implementation of improvements, rights management, interface monitoring, user support/acceptance testing, etc.
If the Microsoft or SAP solution was not implemented by TVH Consulting, access to these service offerings may require a preliminary assessment on our part.
What does the integrator’s ERP “Support Contract” offer me?
Skills transfer: a priority in the deployment of your ERP and BI solutions
Just as ERP functionalities evolve to adapt to the demands of your markets, internal mastery of the solution must also continue to grow over time. To ensure this continuity within your teams, a skills transfer is provided to:
- Address knowledge gaps in using the solution.
- Increase the IT department’s capacity to meet business needs and address the challenges or issues encountered by users.
- Provide organizational, functional, and technical expertise so that you can make the right choices and take the right actions.
- Upgrade your software under clear and simple terms.
Transparent contractual commitments
A single point of contact and a dedicated representative
Track your TMA project with a Project Manager assigned to your contract and a dedicated tracking tool accessible via your browser.
Response times and priority handling
Proactive maintenance of fixes (classification of your incident within 2 hours) and updates.
Service Level Agreement
Management of all requests and scheduling of service calls in consultation with the client and in accordance with the SLAs.
Providing the necessary resources
Take advantage of the experience and expertise of a Microsoft Dynamics and SAP-certified technical team.
A partnership-based approach
Involvement of TVH Consulting’s senior management and a personalized approach (assessment, identification of your needs, and customized reporting).
Reversibility
Our remote IT management services can be applied to public cloud environments, TVH private clouds, and on-premises environments alike.