In line with the different levels, CubeServ has defined special roles to ensure the implementation of the service model:
Service Desk Manager
The Service Desk Manager is in charge of all customer queries or tickets, of channeling them and forwarding them to the 2nd level support experts in charge, thus acting as the SPOC (single point of contact).
Onsite Application Management Consultant
Our experienced generalists support customers with regard to online applications, thus serving as liaisons between the professional department and SAP CCC on the one hand; and CubeServ and possible third party vendors on the other.
Customer Care Manager (CCM)
In the case of complex and scattered BW landscapes,
the CCM provides support as a project and escalation manager. The CCM is in
charge of the CubeServ consultants on site and is available for internal
meetings with the steering committee. Normally, CCMs accompany outsourcing
projects.
The response times the customer desires are laid down
in a priorities matrix (code-based) by CubeServ. Response times apply during
the operating times agreed upon and are defined as the period between reception
of the problem notification, that is to say the customer’s demand for support,
and the initial establishing of contact with a CubeServ support team member
qualified to solve the problem.
Immediately after CubeServ has established contact or at latest upon expiration
of the response time applicable for the problem at hand, error analysis and
problem solving are taken up. Customer calls are taken during those work hours
convened upon.
Example of a response matrix
| Urgency |
Response times | |
| Code 1 Critical problem, the customer cannot use the service |
60 min | |
| Code 2 Larger problem, the customer can use the service but with major restrictions |
2h | |
| Code 3 Smaller problem, the user is confronted with a problem that does not seriously disturb his or her work performance |
4h | |
| Code 4 No impact on the user Possibilities: information requirement, a customer suggestion or complaint is to be dealt with |
1 day |
|