Support Center

Support Center

Support Center

From third-party application maintenance (TAM) to the development factory, including application management, third-party operational maintenance (TOM), maintenance in operational condition (MCO) and hosting. Our comprehensive service catalog guarantees the availability and scalability of your solutions.

Your AMS, TMA, TME, MCO support center

Our support center's mission is to manage and monitor the activities of the incoming and outgoing flows of our customers' information systems and to make the existing configurations evolve. The support center of delaware brings you :

  • simplicity: with a single access for the requests;
  • flexibility: thanks to the adaptable device according to your specific needs;
  • reactivity: through the rapid handling of incidents and requests for change;
  • Trust: with the management of incidents and requests by solution experts dedicated to support.

Our comprehensive service catalog guarantees the availability and scalability of your SAP solution, with dedicated teams based in Morocco 

A team of experts from the industry

Take advantage of a complete offer of managed services. delaware offers you functional, technical and technical-functional experts; for a global coverage in operational condition of your solutions.

With delaware, benefit from the guaranteed availability and scalability of your solutions:

  • delaware's support center is available in Morocco and internationally ;
  • our local teams are made up of business experts who work exclusively on maintaining systems in operational condition ; 
  • our teams also rely on teams based at the 4 points of the world ;
  • support with 24/7 coverage.

Your one-stop shop

A single actor who can take care of all your maintenance needs (Incidents, preventive maintenance, evolutionary maintenance). The delaware support center is :

  • functional and technical expertise ;
  • infrastructure expertise ;
  • support expertise ;
  • making a commitment ;
  • more than 60 clients ;
  • more than 250 consultants worldwide dedicated to support ;
  • a DVA partner;
  • 20 years of experience in ERP environments ;
  • we are aligned with ITIL processes.

Consulting for support

We accompany our clients over the long term by providing a critical and constructive vision of the information system and feedback on opportunities and the latest innovations.

Continuous and efficient quality service

  • Our support center has been awarded vendor certifications that guarantee our customers a continuous and high level of quality service.
  • Our support covers all of the applications that we implement as part of our projects and all of the work sites necessary for the operation and evolution of the solution.

An adaptable service offer

  • We propose a service offer to ensure a support adapted to your needs and your activity, with dedicated teams and a single point of contact whatever the request.
  • The maximum time for processing customer requests via ticket is 2 hours (from 8am to 6pm, Monday to Friday, excluding public holidays).

A flexible and multidisciplinary TMA

  • We mainly operate SAP support on all ECC, S/4HANA, S/4HANA Cloud, Open Text VIM (vendor invoice management), BI and C/4HANA solutions.
  • Thanks to our business experts (functional, technical, technical-functional), we assist our customers on a daily basis with incidents and with preventive, evolutionary and corrective maintenance.

The scope of our support

24/7 monitoring: delaware ensures the monitoring of entrusted environments through the implementation of automatic controls.

Incident resolution based on alerts: based on the alerts raised by our ITSM solution and the level of criticality, our team of administrators takes into account the detected incidents, analyzes the causes and intervenes with an adapted service level.

SAP and infrastructure administration: our teams respond to requests for changes or developments made via the ticketing tool, but also perform many recurring and preventive administration tasks.

Governance: we set up regular operational and steering committees to control the quality of the service provided.

Service desk: a contact center, email, ticketing system, service requests.

Corrective and proactive maintenance: incident resolution, preventive and proactive problem management, and other recurring operations.

Patch management: the management of corrective updates.

Service management: reporting, capacity, planning.

Double business and IT expertise

At delaware, we have both business and IT skills, guaranteeing a business and technical vision of your solutions.

  • technical evolutions: interface, form, development, implementation of new flows;
  • upgrade: ECC upgrade, SAP S/4HANA, SAP S/4HANA Cloud, Base Hana ;
  • functional and technical training SAP, OpenTExt, VIM, BI, for end users, key users, belonging to SAP competence centers;
  • on-site support: training, assistance with end-of-year inventories, start-up support, UAT, etc;
  • archiving ;
  • implementation of new modules in SAP or logistic flows, finance, in the existing solution corp;
  • ABAP development, Adobe, PI, CPI, FIori
  • conversion from ECC to SAP S/4HANA ;
  • roll-out and carve-out support.
we commit 
to accompany you on the long term by bringing you a critical and constructive vision of your IS and a feedback on the opportunities and last IT innovations

Do you have any questions?

Our maintenance experts answer you