SAPPHIRE SYSTEMS LIMITED

SAP Business ByDesign Support

To help and guide employees through the daily tasks involved within the Business ByDesign Cloud ERP system. We can offer on-site Business As Usual (BAU) support to offer dedicated personnel guidance to support productivity and correct use of the solution

Features

• Part time or full time on site support packages
• Accurate reporting of the key figures
• Tailored individual training

Benefits

• increased productivity
• great learning to get the most fron the system
• cheaper staff costs due to greater efficiency
• staff redundancy help during holiday/ sickness periods
• more accurate reporting without using help desk
• quicker financial decisions due to reporting professionals

£25 to £100 a licence a month

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

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 george.atkinson@sapphiresystems.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

914180737430471

Contact

George Atkinson
03301281000
george.atkinson@sapphiresystems.com

Planning

• Planning service: Yes
• How the planning service works: InCloud are the largest SAP ByDesign reseller in the UKI. Part of our service is to implement the solution from initial understanding of the Organisations requirements through a realisation project that help understand the solution and then configure these Organisational processes into the solution. Full testing and minor product developments are possible to help tailor the solution to exactly what is required. ; Project Management styles vary massively, and both waterfall and Agile work but solely depends on the culture and strength of the management team within the Organisation.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • SAP Business ByDesign
  • SAP Cloud Platform Integration tool
  • SAP Analytics Cloud Reporting

Training

• Training service provided: Yes
• How the training service works: InCloud have released offsite classroom training for the key areas of the system, (general look and feel, finances, projects, CRM, Distribution etc) and these can form the general training regime for new starters to the Organisation and can be role dependant. ; ; Tailored training is also available upon request, and is most common in the Organisations that use our Business As Usual Personnel to be on site either part time or full time.; ; The is also Open SAP, which is a series of training sessions by SAP available free online in you tube and also the complete set from the SAP learning hub.
• Training is tied to specific services: Yes
• Services the training service works with: SAP Business ByDesign

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: SAP ByDesign is designed to be a vanilla, out of the box solution. Indeed it is possible to have an inital consultation with the Organisation and simply load or Migrate the relevant transactional and Master Data directly into the system via Excel Spreadsheets - very common and simple. ; Unfortuneately, most Organisations aren't as simple as they think, and during our initial investigations, some processes may well need to b legitimately altered to make ByDesign a usable solution and simple to use. InCloud have the largest UKI development team and are renowned for manipulating standard business processes where necessary and agreed to offer easier user adoption which is very important and also offer the management team the correct reports to help direct the organisation.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: As part of an implementation project, end to end data is required to be unit tested for the correct process results and then one walkthrough has been achieved and signed off the volume testing of the solution to be sure it can mange the expected data volumes being expected. Each set of results needs to be signed off by the Organisation.; These test are at a time and Material basis, as there are many unknowns that may be encountered during testing, especially between multiple systems, but in general 20-30% of a projects budget should be allocated to this test phase to not only do the testing but also resolve any issues that are flagged.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by your organisation
• How the support service works: InCloud have a help desk in Reading, UK that takes calls and mails regarding the use of the SAP Business ByDesign Solution. This is the main hub for asking technical /non technical questions and ordering further consulting as necessary. ; ; The majority of chargeable work to come through the helpdesk is report writing, where the live reports from the system are written especially for the users, especially management and delivered to their e-mail. New SAP Analytics Cloud solution will also make management reporting far easier in the future

Service scope

• Service constraints: All helpdesk conditions for use are based in our Key User License. Adhoc help is available upon request

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within an hour, but usually straight away, we have dedicated helpdesk administrators that direct you automatically to the correct person to help you
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: The consultant that deal with the enquiries will often call or use MS Teams to web chat or have live video help on screen
• Web chat accessibility testing: We don;t use Assistive tech, just our administrators and 1st line support personnel
• Support levels: There are various levels of support;; initial responses are within an hour of logging; resolution times vary depending on the complexity of the request or issue, but resolution or update on ; - very high priority is within 1 hour, ; - high Priority is within 4 hours; - Medium Priority is within 8 hours; - Low Priority is within 24 hours

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Pricing

• Price: £25 to £100 a licence a month
• Discount for educational organisations: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  PDF

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 george.atkinson@sapphiresystems.com. Tell them what format you need. It will help if you say what assistive technology you use.