Support@SAVI We’re There When You Need Us

1. Support@SAVI
We’re There When
You Need Us
www.savictech.com

2. 01
Overview
SAVIC propose to deliver the requisite IT Services using our innovative and
optimal HYBRID (On Site, Near Shore/ Off Site and Off Shore) Delivery model
that will deliver the scoped IT services for clients at dramatically lower cost, yet
maintainingthedesiredSLA's.
ThecentralthemeofourservicedeliverymodelisanIntegratedCentralizedservicehelpdesk.Thisservice
desk will become the single point of contact for issues. SAVIC use ITIL and GMP compliant ticketing tool
for this service desk. The end users can log a problem or raise a query through the web, email, visit or
phone. All issues will be addressed within the SLAs which would be agreed up on the due diligence phase
oftheprojectalongwithclearservicecatalog,categoriesandpriority.
SAP Application Management Challenges
Insufficient in-house Resources Application Performance Issues
Infrastructure Risk with Upgrades Focus on Core Business Processes
Increased Functionality Reduce Operational Expense
7x24 Support Constrained capital
Support@SAVI

3. 02
Engagement Phases
Support@SAVI
Assess Design Transition
Steady
State
End of
Contract
Engagement
objectives
Architecture
Discovery
Support Management
& Toolkit Analysis
Assess Impact
on People,
Technology,
Process,
Budget,
Risks
Validate Value
Proposition
Due Diligence
Solution Design
Resource Mix
Critical success
Factors
Roles &
Responsibilities
Proposal
SOW
Knowledge Transfer
Engagement
Workflow
Support Tool
Management
Engagement
Schedule
Performance
Assessment Metrics
Approval
Milestones
Support
Management
Continuous
Improvement
Operational support
Project Support
Engagement
Assessment
Satisfaction survey)
Knowledge Transfer
Architecture
Discovery
Financial audit
People, Process &
Technology Transfer
Activities
30 to 60 Days 30 to 90 Days 1 to 3 Years 30 Days
Duration

4. Transition Approach
Support@SAVI
Transition
Phase
Entry
Criteria
Task Validation
Exit
Criteria
Start-up
Basic Project Info.:
Environment,
Documentation etc.
Prepare Knowledge
Transfer Plan
Review Knowledge
Transfer plan
- KT Plan Released
Knowledge
Transfer (KT)
KT plan reviewed Understand Business
& Application Process
Flow, Walk-through
critical code/Document
Standards, Escalation
Procedures
Review completion as
per KT Plan, Review
Plan for Secondary
Support
KT Completed,
Secondary Support Plan
Released
Secondary
Support
- Knowledge Transfer
completed
- Secondary Support
plan released
Assist the current team
in issue resolution,
Participate in meetings
& end-user interactions
Review completion as
per Secondary Support
Plan, Review Plan for
Primary Support
Release Plan for Primary
Support
Primary
Support
- Release plan for
Primary Support
Carry out Primary On-
call Support Activities,
Outgoing Team will be
Observers
Review Primary
Support Plan
- Release Plan for
Steady State
Steady State
- Release plan for
Steady State
- Carry out Primary On-
Call Support Activities
- Periodic Review
Meeting
On-going Support
Activities
03

5. Support Methodology
SAVIC service delivery model for SAP Customers are supported by a robust
processandinfrastructureframework.
SAVIC will implement & support world-class Best Practices, call on its Centers of Excellence, and use
continualreviewandfeedbackfromSAPCustomersasthepillarsofServiceDeliveryExcellence.
Support@SAVI
04

6. 05
Service Level Management Framework
Support@SAVI
The SAVIC SAP support solution offered to
Customer is based on SUPPORT@SAVI which
is proven solution which addresses all major
andminorchallengesinthesupportlifecycle.
SAVIC will establish service level management framework to
ensure that for the SLA's committed, necessary Operational
Level Agreements and Under Pinning Contracts are in place to
ensurethedeliveryofagreedtargetlevels.SAVICproposesthe
followingkeyprinciplesforservicelevelmanagement:
Support@SAVI SupportClassification
Support@SAVI IssueDefinitions
Support@SAVI ServiceLevels
Support@SAVI ServiceLevelDefinition
Support@SAVI EscalationProcedure

7. 06
SAP Support Classification
Support@SAVI
The diagram clarifies SAVIC’s understanding of the
terminology used with the Customer for
classification of production support, maintenance
and project tasks. The diagram also mentions the
in-scope and out-of-scope categories for this
proposal.Thedefinitionsaregivenbelow.
MinorEnhancements
SAVIC consultants will undertake
enhancements that are planned during the
quarter after having discussion with the
CustomerTeamsupportmanager.
Within two weeks of the every quarter the
effort will be validated for these minor
enhancements.
Projects Activities - Production Support
Management
As part of this contract, SAVIC would carry out
production support management and report to
Customer Team Production Support Manager /
Delivery manager. Status reports would be
submitted at identified intervals [every month /
every quarter] during steady state with details
like-
Ÿ Numberofopen,closedandbacklogcases.
Ÿ Number of High, Medium and Low Priority
cases.
Ÿ Details on any preventive maintenance
carriedoutinthatperiod.
Ÿ SLAAdherencestatistics.
Ÿ
Ÿ
Mandatory
In scope
Out of scope
Bug Fixing based on user’s
requirements (changes in
Existing Configurations
Changes in Mandatory and
statutory requirements /
Changes in Existing reporting
Minor Enhancements in
the existing configuration
New Projects, New
Developments
High Impact
Discretionary
Low Impact
Ÿ
Ÿ
Testing Methodology: - 1st testing will be done
by SAVIC team on Test Server and Test cases
along with the results will be shared with
Customerteam.
Any new functionality implemented
SOP/TrainingwillbeprovidedbySAVICTeam

8. 07
Issue Definitions
Support@SAVI
Definition: This is the support required by the end
users in situations like an end user having no
authorization to do a business transaction, or a
user unable to print from a specific printer,
creating new user. Normally this kind of
requirement should be handled by internal
helpdesk [Keyuserteam]fewexamplesare:
† User Creation
† User Password Reset
† Unlock Users
† T-code Authorization
† IssuesArisingOutofLackofTraining
† DebugError
Level 1
Level 2
Definition: Advanced SAP application consulting
problem analysis and resolution. SAP OSS notes
analysisandproblemresolutiondesign.
Definition: SAP Application model re-
configuration and/or programming (ABAP), Unit
and Integration Testing,(production system
changemanagement)intoproduction.
(Will be provided on Need basis & will consider
OnsiteSupportforthesame)
Definition: This is the support required by the
Customers due to major change in the Business
processes,oradditionofneworganizationalunits
like Plant, company code, implementation of new
modulesetc.Fewexamplesare
† Upgradetonewerversions
† Workflow
† SolutionManager
† Migration
Level 4
Level 3

9. 08
Service Levels
Support@SAVI
Priority SLA Elapsed time
Impacts Business.
Major function / Process
affecting more than 10
Users
† Response Time
† Case Update
† Internal Escalation [With in SAVIC Support Organization]
† Client Escalation [Updating to CUSTOMER]
† Target Resolution
1 HOUR
1 HOUR
2 HOUR
3 HOUR
4 HOUR
† Response Time
† Case Update
† Internal Escalation
† Client Escalation
† Target Resolution
4 HOUR
4 HOUR
6 HOUR
8 HOUR
2 DAYS
User Hampered but work
around available
Affecting 2 - 10 Users
† Response Time
† Case Update
† Internal Escalation
† Client Escalation
† Target Resolution
1 DAYS
2 DAYS
2 DAYS
2 DAYS
6 DAYS
User can continue with
other work; One function
that is not critical to the
business process does not
work.
Ex: Reports Affecting 2-10
users
High (Top priority)
Medium
Low

10. 09
Service Level Definition
Support@SAVI
Critical High Medium Low
Typically handled
onsite.
A critical service is
one that is
seriously impacted
by a problem:
There is no realistic
workaround
available. Financial,
customer-related,
or safety related
impacts could
occur.
A critical function is
one that is not
available or is very
seriously impaired.
The impact on
business is severe;
a large number of
end users are
unable to perform
their normal work;
and/or no readily
available
alternative exists.
Mostly handled
onsite
A non-critical
service is
unavailable or
impaired by a
problem:There is
no direct
immediate impact
on business. Work
can continue with
minor disruptions
or loss of efficiency
Alternative ways of
performing normal
work are available.
Typically handled
offshore
Typically handled
offshore.
A minor problem or
request for
enhancement or
change to the
system:
A permanent
workaround is in
place but could
result in loss of
productivity to the
user. This is a non-
critical requirement
or a cosmetic
change, which
disrupts neither the
functional nor
operational flow.
Severity Level
SeverityLevelDefinition

11. 10
Escalation Procedure
Support@SAVI
SAVIC
Director
SAVIC VP for
Managed Services
SAVIC Support
Manager
SAVIC Account
Manager
SAVIC Team
lead
Issue Tracking
† Systematic Tracking
and Closure of Issues
† Time bound issue
resolution
† Issue owner clearly
identified
† One level Issue
escalation at a time
† Regular reporting
and escalation in
status
† Report for quick
resolution
Issue Tracking
Operational
Issues
Relationship
Issues
Strategic
Issues
High Priority:<= 24 HR : Vice President ,
Medium Priority:<= 48 Hrs : Support Manager,
Low Priority:< =72 Hrs: Account Manager

12. 11
Support Scope
Support@SAVI
Functional Support
† Provide functional support
as per the agreed SLA
† Trouble shooting of failure
of implemented functionality
† SAP related queries raised by
end users case of severe issues
† Resolve integration issues with
other modules of SAP
† End User Training on
needs basis
† Conduct impact analysis &
update documentation
† Develop functional specs for
minor enhancements
† Resolve any data related
discrepancy
† Function Support on Statutory
Requirements
† Trouble shooting with respect to
incorrect business procedures
† Minor changes in functionality
mapping & Reports
† Documenting any configuration
changes as per Standards
BASIS Support
† Provide Technical Support † Security Management † Printer Administration Partly
† Transportation of SAP repository † Performance Tuning † Patch Management
† User Administration † Performance Mgmt. † Monitor SAP Servers
† Analyze Run Time Errors † SAP Disaster Recovery support † Capacity Planning
ABAP Support
† Provide technical support as per the
agreed SLA.
† Development of new Reports /
Conversion Programs
† Develop interface codes to meet
Functional Specifications/Change
† Test Customer specific objects as
and when required
† Optimize developed programs to
improve the performance
† Bug fixes to the enhancements
made.

13. Support Team Structure
Support@SAVI
12

14. Process for Emergency Support
During emergency If Production server is down then immediately raise OSS and Call
SAP India on below given details
SAP Local Support Centers
Contact us for all your SAP non-technical
queries.
We are here to support you
24 hours a day,
7 days a week,
365 days a year.
Dialing from India?
000 800 0490029
SAVIC Contact
+91 8149 870067 | +91 9967 694991
13

15. Why SAVIC
Support@SAVI
Execution Plan –
Onsite and Offshore
Competitive
Pricing
SAVIC, a
Unique Partner
Desired
Experience
Right
People
Effective Support
Methodology & Processes
14

16. GET IN TOUCH
WITH US
SAVIC TECHNOLOGIES PVT. LTD.
Phone: +91 22 41312234/35/36
Email: info@savictech.com
Website: www.savictech.com
B- 707, Great Eastern Summit, Plot
No. 66, Sector-15, C.B.D. Belapur, Navi
Mumbai-400614
Mumbai | Chennai | Bengaluru
Hyderabad | Colombo | UK | USA
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