The Customer Expert Service team is the central place to go for your service requests and consequently your single point of contact – from processing inquiries up to the transparent processing of system messages incl. monitoring in our ticket system. The expert team not only supports you in case of malfunctions and incidents in daily business but also answers your questions concerning the FIS services and products.
In doing so, the support team works according to defined ITIL standards. ITIL is a collection of predefined processes, functions and roles. The ITIL process ensures standards-based processes, defined responsibilities as well as the consistent prevention of incidents. The SAP support of FIS provides the following services amongst others:
- Supplementary services for software maintenance or maintenance contracts
- Proactive first, second and third-level support
- Incident, problem and change management
SAP Value Added Reseller
In SAP's VAR (Value Added Reseller) support model, FIS is responsible for processing messages created by the end user. As the main contact person of SAP Software Support, the FIS team receives your message, performs an acute root-cause analysis and, if necessary, forwards it to SAP Global Support for processing.