Premium Support Services
Many of our clients are already taking advantage of our Premium Support Services. In this blog, we've highlighted some recent examples where these services have worked well for our customers.
Example 1: Refresh as a Service
Annarita, one of our technical consultants, recently engaged with a customer to deploy a scrambling profile on their SAP ECC landscape to ensure GDPR compliance. A typical implementation focuses on establishing the policy (through workshops), then building and testing. Once the implementation is completed, customers typically then run these established policies themselves. For this customer, part of the implementation scope included some RUN services to anonymise existing environments before the handover.
Steve, our customer, noted that he was ‘very impressed’ with the service and the solution. He also felt that we had demonstrated we would be able to manage future runs for them better than the internal teams; we do this all the time, and it is ’second nature’ to us, whereas the internal teams do it much less frequently. This is a good result for all, and exactly what our PSS option looks to achieve: offering different services as needed to fit a need that our customer has identified. Thank you, Annarita and Steve.
Example 2: Extending and flexing the required Service
Another good example is where Adan is working on a project to use Data Secure and Data Redact to remove and redact a large volume of records on a very large system for GDPR compliance. Data removal carries risks, and is one of the services EPI-USE Labs offers as part of our Data Privacy/GDPR compliance portfolio. What makes this example noteworthy is that during this engagement, the requirements developed/extended through the project. Given the volumes of data, this is not surprising. Luckily, the PSS framework accommodates this ebb and flow of requirements, and is more practical than a fixed Statement of Work (SoW).
More importantly, though, is that while the delivery of the project relies on Data Secure, Adan is also an expert in Query Manager. Given the data complexities, it made sense to Adan to use Query Manager on the project. While we had not anticipated a Query Manager license at the beginning of the project (because this was part of a PSS engagement), Adan was able to get a ‘free’ temporary license to support the delivery. The customer gets the added value from the service, and the PSS framework is flexible enough to cover it, meaning there is no need for cumbersome paperwork.
What does this mean for you?
The PSS framework exposes a more flexible way of working. The starting rate is already good, but there is a downward sliding scale offering increased value for additional days, where up to a 30% discount is available. You should consider the total expected support requirements for a 12-month period to get extra value from PSS. Unused days can be carried forward, but this offering is designed to be flexible and to allow for pre-provisioning of time so that when there is a need, we can engage quickly.
Premium Support Services (PSS) is designed to support advance planning of your needs for:
- Training (new team members, advanced features etc)
- Customisation / Optimisation (bigger slice, more efficient run, process review)
- RUN (managed service to build queries, create lean systems in the cloud, redact records etc)
There are two mechanisms for enabling PSS. You can look to include this is your annual support and maintenance contract (similar to a ‘max attention’ contract) or can manage this separately. Our sales team can help you understand the cost benefits.
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