The various services of HostLogic can be accessed through its Help Desk. Our Help Desk is structured in accordance with the widely-used ITIL recommendations. Our Help Desk processes are designed to serve the supported and operated systems at the highest level possible.
Our Help Desk services are supported from the report of a problem to its solution by an integrated SAP Solution Manager support ticket posting and registration system, with its online interface and related service records system. Our system allocate your report to a specialist whose expertise best fits your needs, and who will work on your case according to its priority.
The professional quality and safety of HostLogic’s services are audited directly by SAP’s headquarters in Walldorf every other year. We successfully passed this audit for the third time last summer, thereby winning the title of SAP Hosting Partner. The high quality of our processes is also guaranteed by our ISO audit. Besides regular trainings in SAP hosting, our staff members continuously receive training in other areas to their professional and personal benefit. Several of our colleagues are qualified SAP support consultants.
The Help Desk sends a service level report at the end of each month to every client about the fulfilled services agreed in the SLA (service level agreement).
Our Help Desk guarantees continuous availability and that the reported problems and requests get to the person best qualified to deal with them. Thanks to our multilayered help desk model our most experienced and qualified colleagues can devote their time and energy to the solution of those problems that actually require their experience and expertise.
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