Experience has shown that after the start-up period, the functional interventions are requested at irregular timing on the one hand, and are more "specialised" on the other hand. This observation has prompted BvD-it Services to propose to our customers contracts for functional support within which senior consultants are made available for specific requests.

All the SAP domains in place at our Customer's premises will be covered by this contract - the environment is already in production and known by BvD-it Services personnel. Under this contract the Provider undertakes to reply to any functional request or incident according to a predefined scenario and within a lead-time agreed upon beforehand. The deployment of this agreement makes it possible to define the modules supported, the Customer's point of contact and the intervention procedure.

 The scope is limited to 2 kinds of interventions :

• Upfront Functional Support: interventions during office hours (08.00h - 18.00h) regarding customising, problem solving and documentation for the Customer. Those interventions are planned in advance by mutual agreement and are not considered as urgent. No service levels are associated to those interventions. 

• Problem Solving Interventions: interventions during office hours (08.00h – 18.00h) regarding incident handling for the Customer. Service levels are associated to those interventions.