Ernst & Young LLP (EY)

SAP Cloud Support / AMS (Application Managed Services)

SAP Application Managed Services (AMS) provides a comprehensive support service for SAP cloud solutions for end-users and technical support for connectivity as well as ongoing release advice. Our model provides a multiple options for global delivery and time zone coverage if required.

Features

  • Servicedesk access via portal, email, app and phone
  • Structured onboarding and transition
  • ITIL aligned support and AMS model
  • Proactive approach to support and issue identification/resolution
  • Senior level SAP consultants engaged with support
  • No rotation of support resource, continuity of resource
  • Global model with skills available in every time zone
  • Value for money with a varity of model options
  • Ongoing engagement and advice
  • Flexibility to scale up or scale down model

Benefits

  • Comprehensive and fully documented onboarding and transition process
  • Reduced support cost through a global delivery model
  • Enable a flexible support model with options for T&M call-offs
  • Improve control and management of end user requests
  • Maintain a full audit trail of change requirements
  • Engage with experienced SAP service managers for ongoing advice
  • Business outcome and value focussed model
  • Improved and efficient support processes using best practices for AMS
  • Provides support for the most complex of issues
  • Reduces internal costs for developing internal SAP skills

Pricing

£500 a person a day

  • Education pricing available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at EYTenders@uk.ey.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

4 2 4 1 0 6 9 2 6 1 0 9 7 5 8

Contact

Ernst & Young LLP (EY) EY Tenders
Telephone: +44 (0) 20 7951 2000
Email: EYTenders@uk.ey.com

Planning

Planning service
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Our independence and objectivity, combined with a relentless focus on quality and execution, enables us to support clients needing to understand and validate how their solution supports the business, and satisfies the functional and technical requirements of the solution design. Our approach to testing, which incorporates pre-defined templates and scripts, enables us to advise on appropriate testing approaches and coverage. We work collaboratively with clients to outline clear dependencies for testing to be completed efficiently and to identify the critical path of activities through the testing phase of the programme.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
We provide support end-user support for all SAP Cloud products including S/4, Qualtrics, SAP Cloud Platform, Analytics Cloud, BW/4, SuccessFactors, Ariba, FieldGlass and an ever growing portfolio of new solutions.

Our support model can provide all levels of support from Level 1 basic queries or user access requests to level 2 more complex issues and investigations to level 3 debugging and technical level of support where complex issues require a deep understanding of the configuration of the software.

SAP skilled Service Management and ongoing engagement is provided to all of our support/AMS clients. Our experienced SAP SDMs provide a trusted advisor type of service to our clients ensuring that all contractual deliverables are exceeded and appropriate advice is provided on an ongoing basis.

Service scope

Service constraints
EY is a regulated provider of audit services. In the event of conflict with regulatory provisions, EY may not be able to provide services. We will work with you during the proposal stage to identify any such constraints.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Our standard SLAs require Priority 1 calls to be responded to within 30 minutes and all other Priorities within 1 hour.
Resolution/Workaround times range from 4 hours for Priority 1 calls to 40 hours for less urgent incidents.
We can offer alternative SLAs dependant on customer requirements.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
No
Support levels
We can provide onshore, nearshore and offshore support models for any hours of service with a combination of Level 1, 2 or 3 support including resolution/progression of: Incidents, Change requests (Starting with either an indicative or detailed change estimate), Service requests, Problems.

Incorporated into our Cloud support models are:
- A written impact assessment of cloud releases tailored to your system and any specific areas of concern. This includes the review of custom code to mitigate any risk and to ensure our clients are aware of any additional regression testing requirements
- Proactive connectivity checks with resolutions applied as needed
- BASIS services provided where possible
- Named local Service Management for ongoing advice and engagement

The model cost will vary dependant on the levels of support, the number of users and specific requirements such as hours of service, or on call needs.

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
SAP

Staff security

Staff security clearance
Conforms to BS7858:2012
Government security clearance
Up to Security Clearance (SC)

Pricing

Price
£500 a person a day
Discount for educational organisations
Yes

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at EYTenders@uk.ey.com. Tell them what format you need. It will help if you say what assistive technology you use.