Managed Service Support Types

Support types Managed Service

In the area of Managed Services, Fink IT-Solution offers you various types of support - you can choose the package that is best for you or a combination. With all our services, you benefit from a very high certification rate of our employees: OpenText 95% as well as SAP 90%. Our experts provide you with professional support tailored to your needs:

Support

Our support team will be happy to assist you with tickets and questions about your OpenText products. For this you commission a certain support contingent from Fink IT-Solutions. Our support team then implements your measures in a targeted manner after prior approval by our support manager.


Our support is ideal for a direct start or as preparation for the Managed Service or Application Support. It can also act as a supplement to the aforementioned services for larger requirements such as process optimisation through suitable OpenText products integrated in your IT landscape. You will receive a personal service desk account from us in order to be able to open your tickets classified according to incident, problem or service and change request.


  • No commitment - without a framework agreement
  • Unterstützung aus dem Supportshare
  • Ideal zum direkten Einstieg und als Vorbereitung für Managed Service und/oder Application Support
  • Service Desk Account (Incident, Problem, Service und Change Request)
  • Ergänzung zu Managed Service und Application Support zur Bearbeitung größerer Anforderungen
  • Sehr hohe Zertifizierungsquote der Mitarbeiter (OpenText 95%/SAP 90%)

Managed Service

Our Managed Service includes support for your IT - in your own company. In addition, we provide professional administration and monitoring of your OpenText systems so that your OpenText system landscape functions smoothly in the daily IT environment. We look after both your own data centre and fully outsourced data centres, which are in the best hands with us, in cooperation with our partner All for One Group. For our services within the scope of the managed service, we conclude a framework agreement with our customers with corresponding service certificates.


  • SLA-Zeiten (Reaktions- und Lösungszeiten)
  • Fixe monatliche Pauschale und Planbarkeit
  • Überwachung der Systeme zur Vorbeugung von Ausfällen
  • Service Management und Reporting
  • Jahresplanung und -gespräch
  • Service Desk Account (Incident, Problem, Service und Change Request)
  • Sehr hohe Zertifizierungsquote der Mitarbeiter (OpenText 95%/SAP 90%)
  • Fester Ansprechpartner (Service Manager)
  • Mitarbeiter sind in die Systeme und Prozesse eingearbeitet

Application Support

Our Application Support handles the tickets of your end users. Our team supports and monitors your OpenText business processes. In addition, we offer the option of implementing conversions and change requests as part of the flat rate. As with the Managed Service, we conclude a framework agreement for Application Support with corresponding service certificates with a defined term.


  • SLA Zeiten (Reaktions- und Lösungszeiten)
  • Ticketkontingent
  • Monatliche Pauschale und Planbarkeit
    • (Überschreiten / Unterschreiten die Tickets mehr als 2 Monate und 20 % das Kontingent wird die Pauschale entsprechend korrigiert)
  • Service Management und Reporting
  • Jahresplanung und -gespräch
  • Service Desk Account (Incident, Problem, Service und Change Request)
  • Sehr hohe Zertifizierungsquote der Mitarbeiter (OpenText 95%/SAP 90%)
  • Fester Ansprechpartner (Service Manager)
  • Mitarbeiter sind in die Systeme und Prozesse eingearbeitet

Managed Service & Application Support

Do you want all-round support? With this package, Fink IT-Solutions offers you all the services from the Managed Service and Application Support packages. We take care of your tickets and change requests as well as the administration and monitoring of your OpenText systems and the support of your data centre.


  • All the highlights of managed service and application support
  • One personal training budget per year
  • Everything from one source
  • No interface and responsibility issues
  • Seamless integration and efficiency

FITS.SERVICE MANAGER

For the support types Application Support and Managed Service a Service Manager is included in our service:.

  • Central contact person
  • Consulting in the SAP and OpenText environment
  • Development of ECM strategies
  • Evaluation and assessment of customer requirements
  • Management of necessary resources

CONTACT US NOW!

We will be happy to help you personally.