Application Management SAP ERP

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The SAP ERP lot includes error analysis, error resolution and implementation of smaller enhancements of the SAP ERP ECC 6.0 (SAP on-Premises) modules of Berliner Energie und Wärme GmbH (BEW) for the technical safeguarding of the core commercial business processes. The AN provides the services in Second- and Third-Level Support and ensures a stable, secure and comprehensible operation of the modules. Basic SAP operations are tendered separately. In the multi-provider model, the AN actively participates in the analysis and resolution of incidents and changes that affect multiple lots; overall end-to-end responsibility remains with the contracting authority (AG). The services are provided according to the Time & Material model. To manage complexity, a distinction is made between two service levels: • Level 2 Support (L2): Focus on incident handling, service requests and small functional adjustments with an effort of, as a rule, up to one working day. • Level 3 Support (L3): Execution of complex changes (in accordance with the 10-PT rule), root-cause analyses as well as architecture consulting and enhancements.

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