SAP MfS and EWM

• Phone support <15 minutes (callback in case not directly available)
• Responses from Ticket support (in a written form)
  • Normal prio -> by Start and End and asap when timeframe can’t be met
  • Not critical prio -> by Start and End and asap when timeframe can’t be met
• Follows MIND Governance Processes
• Central phone number (with choice of language), or one number per language
• Partner knows Processes and procedures of MFS Systems
• Resolution time – according to priorities

Specific requirements per location:

a) Hotline support 7 x 24 hours, German language 

b) Hotline support Monday to Friday 6:00 a.m. – 8:00 p.m.

If required 7 x 24 hours (depending on Production plan)

Language German 

c) Hotline support 7 x 24 hours

Language German 

d) Language French

Hotline support from Sunday 8 p.m. to Saturday midnight

If required 7 x 24 hours (depending on production plan and season) Expected skills of the hotline caller on the business side

Reporting person must be able to assess the problem (team leader/key user).

Person can explain the effects to the partner (on business).

Person knows processes and dependencies.

Report can provide a contact person from the business for further clarifications/executions (person must be near the system).

Knows whom to call on the business side in an emergency.

• Contact person has following skills:
  • Analyze and resolve the case
  • Depending on level sends this further to correct Customer’s team
  • In case of emergency, needs to know which part of Customer to call (e.g.MoD)
• Current Model with multi language scope (DE/FR)
• Weekly support reporting
• RCA

• Must be in German (starting 06.01.2025) and French (French from June 2025)