SAP Support Services

support

Elsop Consulting Group has developed a support infrastructure for more than 10 years and counts today more than 20 active SLAs (Service Level Agreements) for SAP solutions in the Greek Market.

Elsop offers flexible SLAs packages for SAP Solutions that suit your organization needs based on working hours, type of support, level of support and escalation paths. Those packages combine fixed price support contract for predetermined activities (such as basis preventive support, backups, support package installations, updates) or for continuous end user support as well as hour based (time & material) consulting for bug fixing, new customizing or development etc.

You can contact our sales department to build a support model fitting your special needs at .


Ways of Support

Elsop offers SLA agreement for SAP Solutions covering 1st, 2nd and 3rd level support by offering:

 Phone Support

phone support

Consultants provide guidance to end Users via phone. This support line is available from 08:00 to 19:00 /  5 days per week and can be extended in special cases (e.g. Retail Store support).

 Remote Support

online support

Consultants access your system remotely providing online and immediate solutions to incidents.

On Site Support 

on site support

In case of emergency or in new requirements of business our consultants visit your premises in order to discuss the issues face to face with the stakeholders. 

 

 


Priorities and escalation management

Priority:  Critical High Severe Normal
Response Time: Less than 1 hour Less than 2 Hours Within day
Working Hours:  7/7, 24/24 5 days 07:00 - 21:00 5 days, 09:00 - 17:00

 

Incident Management

There is a lifecycle relationship among incidents, problems and errors: incidents are often the indicators of problems; problems lead to the identification of the root cause of the underlying error; errors are then systematically eliminated.

Incident Management Incident management (IM) refers to activities undertaken to restore normal service operation as quickly as possible while minimizing adverse impact on business operations. IM is a reactive, short-term focus on restoring service. IM activities include:

  • Incident detection and recording
  • Classification and initial support
  • Investigation and diagnosis
  • Resolution and recovery
  • Closure

Problem Management Problem management (PM) refers to activities undertaken to minimize the adverse impact on the business of problems that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. PM gets to the root cause of problems, identifies workarounds or permanent fixes and eliminates errors. PM activities include:

  • Problem control
  • Error control
  • Proactive problem prevention

Problem Control The purpose of problem control is to find the root cause of a problem by executing the following steps:

  • Identifying and recording of the problem
  • Classifying the problem and prioritizing response activities
  • Investigating and diagnosing root causes

Error Control Error control activities ensure that problems are fixed by executing the following steps:

  • Identifying and recording known errors
  • Assessing permanent fixes and prioritization
  • Resolution recording of temporary workarounds into service support tools
  • Closure of known errors by implementing permanent fixes
  • Monitoring known errors to determine if a change in priority is warranted

Problem Review The purpose of a problem review is to improve IM and PM processes. This is accomplished by performing a post-mortem examination of the quality of the IM and PM response activities associated with a major incident or problem. 

ELSOP News:

ELSOP has successfully completed the Contract Management Project for Nea Odos Inc.

Tuesday, 08 March 2016 16:11

neaOdos

ELSOP has successfully completed the Contract Management project for Nea Odos Inc.

View more

SAP Fiori deployment at Chipita

Monday, 16 February 2015 11:31

chipitaELSOP's Mobility Department implemented SAP Fiori and customized Purchasing Workflow and Purchase Approval apps for Chipita, one of the largest Food Suppliers in Greece. The company has presence in 65 countries with 18 production plants in 10 countries. SAP Fiori was deployed for Bulgaria and Greece as first Golive. The Solution was deploeyd within 3 weeks.

View more

ELSOP undertakes SAP roll-out project for Playmobil

Friday, 29 August 2014 10:59

Playmobil-Logo

 ELSOP Consulting Group undertakes the Roll out implementation of SAP ERP for the Greek Entity of  Playmobil in collaboration with Lufthansa Systems.

View more

SAP FIORI is now FREE for SAP Customers

Wednesday, 14 May 2014 14:13

after sup

SAP AG today announced that SAP Fiori user experience (UX) and SAP Screen Personas software will now be included within underlying licenses of SAP software. For existing customers, SAP will provide a software credit redeemable against future software sales.

ELSOP implements Qlikview at Papadopoulou

Friday, 05 June 2015 10:59

papadopoulou

ELSOP Consulting Group undertakes the implementation of Qlikview for PAPADOPOULOU S.A.

View more

SAP BW Compression - 10 times! achieved at PAPADOPOULOU

Wednesday, 01 October 2014 10:59

papadopoulou

ELSOP achieved a BW database compression from 3,5 TB to 340 GB! just by upgrading SQL to 2012 version in PAPADOPOULOU company BW system. Their queries performance is 4-5 times quicker! without any new aggregate or so. 

This was done in 2 weeks in the production system and completelly transparent to the end users.

 View more

New offer from ELSOP! Fiori Fast Start only for 10.000 EUR

Wednesday, 14 May 2014 14:13

fiori clientTake advantage of the new offer from ELSOP! Change radically your everyday enterprise reality with SAP Fiori.  No more complicated processes and delays. Do everything via your mobile device, easily and quickly and feel SAP at the tips of your fingers. ELSOP brings you all of the benefits Fiori has to offer at a really affordable fixed price! Our offer includes installation of the proper software on your environment as well as implementation of 3 Fiori applications of your choice, only for 10.000 EUR.

Read more about our offer here.

MYF Monthly Reporting

Saturday, 26 April 2014 14:14

LOGO transparent2 biggerAccording Law POL 1022/31.01.2014 the Sales & Purchases Reconciliation Report (MYF) should be submitted monthly instead of yearly. The due date for submitting the data is 02.06.2014. SAP has issued 3 notes, as part of Hellenization package, with new solution for MYF reporting, without affecting the old programs.

New solution contains new set of reports and other objects, such as:

ELSOP completes “Sales Calendar” project for the Hellenic Petroleum Group

Wednesday, 09 April 2014 08:14

Sybase-Unwired-PlatformELSOP’ s mobility department completed successfully the development of the “Sales Calendar” project on behalf of the Hellenic Petroleum Group. “Sales Calendar” is a mobile application designed for tablet devices using the Android operating system in conjuction with SAP's Sybase Unwired Platform. In the scope of the business on-the-go practices that the contemporary enterprise needs demand, the user, a Sales Executive or a Sales Head, can schedule or review the working program of every week with a few clicks. A Sales Head has extended privileges including inspection of the programs committed by the Sales Executives he/she is responsible for.

New MYF monthly format, XML output - pol:1022-31-01-2014

Tuesday, 12 November 2013 10:25

LOGO transparent2 bigger

According to Law POL 1022/31.1.2014, report MYF should be provided to the Greek Authorities on a monthly basis with a specifc XML format. 

For this SAP has already announced through SAP Note 1972510 - GR: new MYF montly format, XML output, for ECC 6.0 and Hellenization C-CEE 110_600 or subsequent, the required actions .

Upgrade of the Tax Devices POL 1221 13.12.2012 – Technical Details

Tuesday, 12 November 2013 10:25

tax device casio

As you already know, the publishing in the Government Gazette (FEK 3513, 13.12.2012) and the ministerial decision POL 1221/2012, for the Upgrade of the support software for Special Secure Fiscal Device for Record Signing (SSFDRS) (Tax Devices) determine the necessary mode changes for them.

SAP has already announced through SAP Note 1825984, for ECC 6.0 and Hellenization C-CEE 110_600 or subsequent, the required actions according to the type of the device.

Tax Devces installation on new systems completed in Whirlpool Hellas

Wednesday, 25 September 2013 12:44

WHIRLPOOLType A tax device, models Casio FP500-600 with signature processor and signature processor 2. Conversion to pdf and automatic delivery of documents via e-mail as attached files with the corresponding name_a.txt and name_b.txt. Adaption to POL 1221 via selection functions to generate the e.txt file. The tax-devices were installed succesfully on hardware with 64-bit operating systems and restricted-user policies enforced. The installation is ready for sending the e.txt to the General Secretariat of Information Systems, that will apply from 01/01/2014.

View more about  Greece Tax Devices for SAP e-Invoicing

ELSOP's Mobile Basis for SAP available now on SAP Store

Wednesday, 25 September 2013 09:44

ELSOP's certified application Mobile Basis for SAP is now available to download via the official SAP Store. You can download it here.

View more

Tax Devices e-Invoicing customization completed in Sony Mobile Communications Hellas

Friday, 13 September 2013 12:47

sonyType A tax device, models Casio FP500-600 and Proline 650-750 with signature processor and signature processor 2. Conversion to pdf and automatic delivery of documents via e-mail as attached files with the corresponding name_a.txt and name_b.txt. Customization and adaption to POL 1221 via selection functions to generate the e.txt file. The installation is ready for sending the e.txt to the General Secretariat of Information Systems, that will apply from 01/01/2014.

View more about  Greece Tax Devices for SAP e-Invoicing

Tax Devices e-Invoicing customization completed in EUROSOS Assistance Hellas

Thursday, 12 September 2013 14:47

EurososType A tax device, models Casio FP500-600 and Proline 650-750 with signature processor and signature processor 2. Conversion to pdf and automatic delivery of documents via e-mail as attached files with the corresponding name_a.txt and name_b.txt files.Customization and adaption to POL 1221 via selection functions to generate the e.txt file. The installation is ready for sending the e.txt to the General Secretariat of Information Systems, that will apply from 01/01/2014.

View more about Greece Tax Devices for SAP e-Invoicing

ELSOP's Mobile Basis for SAP available now on Google Play

Thursday, 08 August 2013 14:33

Get it now on Google PlayELSOP's certified application Mobile Basis for SAP is available via the Google Play store.

View more

ELSOP's application Mobile Basis for SAP, certified by SAP AG

Monday, 05 August 2013 12:02

sap certified mobile appELSOP is the first SAP Partner in Greece and one of the few in the world that earns a certification for a custom made mobile solution. Mobile Basis for SAP is designed to offer remote administration services for any SAP system. The application is available for purchase in the official SAP Application Store and a demo version for Android users can be downloaded from Google Play.

View more

ELSOP develops a SAP Mobile Platform (SUP HWC) hybrid Field Service application for Natural Gas Company

Monday, 15 July 2013 13:31

Natural Gas CompanyELSOP's Mobility Department implemented a pilot Field Service application for Natural Gas Company, the only natural gas distributor and trader in the area of Attica, Greece. This Field Service application is hybrid, crossplatform and was developed on SAP Mobile Platform (SUP HWC).

View more

ELSOP develops the SD Credit Release, a SAP Mobile Platform (SUP HWC) hybrid application for Hellenic Petroleum

Friday, 12 July 2013 09:31

Hellenic PetroleumELSOP's Mobility Department implemented the Sales Distribution Credit Release application for Hellenic Petroleum, the largest oil supply, refining and trading company in Greece. SD Credit Released is a hybrid, crossplatform application developed on SAP Mobile Platform (SUP HWC).

View more

ELSOP develops the SD Credit Release, a SAP Mobile Platform (SUP HWC) hybrid application for Hellenic Fuels

Thursday, 11 July 2013 10:38

Hellenic FuelsELSOP's Mobility Department implemented the Sales Distribution Credit Release application for Hellenic Fuels, a leading company in retail fuels business in Greece. SD Credit Released is a hybrid, crossplatform application developed on SAP Mobile Platform (SUP HWC).

View more

ELSOP develops the SD Credit Release, a SAP Mobile Platform (SUP HWC) hybrid application for EKO

Wednesday, 10 July 2013 11:31

EkoELSOP's Mobility Department implemented the Sales Distribution Credit Release application for EKO, one of the largest energy groups in South East Europe and a leading Greek company in the oil sector. SD Credit Released is a hybrid, crossplatform application developed on SAP Mobile Platform (SUP HWC).

View more

ELSOP completes SAP roll-out project for Total Hellas

Thursday, 09 May 2013 11:07

TotalELSOP Consulting Group completed succesfully the SAP roll-out project for Total Hellas. Total is a French multinational integrated oil and gas company and one of the six "Supermajor" oil companies in the world.

View more

ELSOP completes SAP roll-out project for Italcementi Group

Wednesday, 09 January 2013 10:23

Ital CementiELSOP Consulting Group completed succesfully the SAP roll-out project for Italcementi Group. Italcementi Group is a multinational company, one of the leaders in production of cement, ready-mix concrete and construction aggregates.

View more

ELSOP installs Mobile Basis on Papadopoulos

Wednesday, 14 November 2012 10:47

PapadopoulosELSOP Consulting Group installed its custom made Mobile Basis application on Papadopoulos, one of the largest greek companies, with many years of presence in the biscuit industry and bread substitute segment. Mobile Basis by ELSOP is a SUP native Android application purposed for SAP system administration.

View more

Tax Devices customization completed in Syngenta Hellas

Wednesday, 12 September 2012 15:12

SYNGENTA HELLASType A tax devices , models Casio FP500-600 and Proline 650-750 with signature processor and signature processor 2. Conversion to pdf and automatic delivery of documents via e-mail as attached files with the corresponding name_a.txt and name_b.txt files.

View more about Greece Tax Devices for SAP

Tax Devices customization completed in Arla Foods Hellas

Monday, 12 September 2011 14:23

ARLA

Type B tax devices, model: DM100, DM1000.

Automatic conversion and storage through the SAP of the printed documents which have passed from the tax device as PDFs. Ability to search documents in PDF format from the SAP system.

View more about Greece Tax Devices for SAP

Customers: