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Kreft Group SafetyNet™

Kreft Group SafetyNet™ is a business strategy designed to provide our clients with a value based support alternative to the traditional full-time onsite staff. We provide “one stop” access for all functional and technical support needs. We eliminate the trouble of locating a different skill-set to address each issue that arises. We are NOT simply a “help desk”.

Offerings

  • Remote Support
  • “One stop” support for all core modules
  • All SAP modules
  • Basis and ABAP
  • Guaranteed response time
  • Immediate response to 70% of calls, 3 hours for remaining calls
  • Automated/Web accessible case tracking
  • Assigned Solutions Services Manager who tailors the support offering to meet objectives
  • Customer defined escalation process and status reporting Solution Components

Value and Benefits

  • Optimize in-house resources
  • Focus on mission-critical issues rather than day-to-day operations
  • Utilize our knowledge transfer methodology to train your associates
  • Utilize our problem trend analysis to identify process improvement opportunities
  • Increase profits – reduce support costs
  • Get remote full-suite functional and technical expertise for a fraction of the cost to maintain an in-house support staff
  • Receive Life Cycle support – from immediate post go-live support to upgrades to new modules and more
  • Get Temporary resource help for time-critical projects
  • Eliminate disruptions due to loss of key support personnel
  • Utilize our experience to determine the impact of new modules and releases on your business processes
  • Safety-Net™ Support Process

Solution Components

Level I

Level II

Level III

  • SAP and business process questions
  • General end-user support
  • Focus on "how to" issues
  • General application diagnosis and trouble shooting
  • Customization/new configuration
  • Fine-tune your R/3 system
  • Program Failures
  • Undocumented errors
  • ABAP development
  • SAP Script/Smart Form development
  • ALE and EDI development
  • Customization of new business units and SAP modules
  • Concentrates on continuous improvements

Options

Kreft Group Resource

Price

Option Details

Option 1

Open

Annual agreement based upon 80 support hours per four week period. Unused hours are subject to the rollover conditions stated below. Additional hours will be charged at base rate.

Support requests requiring travel will be charged at travel rate plus travel expenses. No minimum time rate associated with each support request. Expenses will be billed at actual.

Response rate: Immediate response to 70% of inquiries with 3-hour response for remaining issues.

Option 2

Open

Annual agreement based upon 40 support hours per four week period. Unused hours are subject to the rollover conditions stated below. Additional hours will be charged at base rate.

Support requests requiring travel will be charged at travel rate plus travel expenses. No minimum time rate associated with each support request. Expenses will be billed at actual.

Response rate: Immediate response to 50% of inquiries with 3-hour response for remaining issues.

Option 3

Open

Billed on time used with no monthly minimums. Minimum time rate per support request is 30 minutes. Support requests requiring travel will be charged at travel rate plus travel expenses. Expenses will be billed at actual. Three-hour acknowledgement and 24 hour response to issues.