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Through this service offering, Hexaware will provide maintenance and support services for ERP applications including SAP, PeopleSoft and Oracle E- Business Suite (EBS) using a highly skilled common pool of resources. Hexaware Offers to provide Helpdesk, Level 1, Level 2 and Level 3 support though this model. Services would include the following for Production / QA / Testing and Development landscapes
- Functional support in PeopleSoft, SAP and Oracle for all modules
- Technical support in PeopleSoft, SAP and Oracle for all modules
- DBA Services in PeopleSoft and Oracle
- BASIS / NetWeaver and Database services in SAP
Service Delivery Model
The Service Delivery model rests on the concept of using a Shared pool of experienced resources to service multiple clients. A tool based ticketing system would be used to manage the ticket flow, track the resolution, and provide reports about the service delivery. Corporate support groups from Knowledge management, resource management, quality and training departments would facilitate smooth operation of the Shared Service Center. Subject Matter experts from our Centers of Excellence would be available to the team on call to improve the quality of work.
Production Support Services
Levels of Support |
Level – I
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Level – II
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Level – III (Limited to Effort not exceeding 40 hrs/ticket)
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Miscellaneous Services: ERP allied IMS Services
| Monitoring Services, Configuration and Installation Services, Backup/Restore/Refresh Services |
Optional Services: Using HEXAWARE IPs
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