01
User Support
Provide ongoing assistance when users need help understanding supported systems, processes or everyday functionality.
Support your team
Don't wait until something goes wrong. Keep support within reach.
Your business systems are part of everyday operations. When users need assistance, processes change or a technical issue appears, having an established support arrangement makes it easier to get the right help.
Bapple SLA agreements provide customers with an ongoing support arrangement built around agreed services, support requirements and available support capacity.
Support Agreement
Active SLA
Service Level Agreement
Ongoing business support
Support Arrangement
Defined for the customer
AGREED
Support Capacity
Available under the agreement
AVAILABLE
Support Requests
Managed through an ongoing relationship
SUPPORT
Ongoing Assistance
Business systems and users
ACTIVE
Ongoing support. Built around your business.
An SLA creates a defined support relationship between Bapple and the customer. The exact scope is agreed for each customer so everyone understands what support is included and how the arrangement will work.
02
Issue Investigation
Investigate suitable software, configuration and business-system issues reported by the customer.
Understand the problem
03
Configuration Support
Assist with suitable configuration and system settings as operational requirements change or issues are identified.
Keep systems aligned
04
Process Assistance
Help customers work through supported business processes and identify practical improvements where appropriate.
Improve everyday work
05
Technical Assistance
Provide technical support for systems and services included within the customer's agreed SLA scope.
Technical support
06
Ongoing Relationship
Maintain continuity between the customer and Bapple so support builds on an understanding of the business and its systems.
Long-term support
Define the support. Know how the relationship works.
The SLA establishes a practical framework for ongoing support. Scope, support requirements and commercial terms are agreed before the service begins.
01
Assess
Understand the customer's systems, users and ongoing support requirements.
→
02
Define
Agree the support scope, service arrangement and commercial terms.
→
03
Support
Use the SLA as the framework for ongoing agreed support and assistance.
→
04
Review
Review the arrangement as the customer's business and support requirements develop.
Move from ad-hoc support to an ongoing relationship.
Ad-hoc support is useful when assistance is only needed occasionally. As business systems become more important to daily operations, customers may benefit from a more structured support arrangement.
An SLA gives the customer and Bapple an agreed framework for ongoing assistance instead of starting a new support relationship every time something needs attention.
It also allows support to build on knowledge of the customer's systems, processes and working environment over time.
SLA Support
Ongoing
01
Defined Scope
Know what the agreement covers
AGREED
02
Support Capacity
Structured around the agreement
AVAILABLE
03
Business Context
Support builds on customer knowledge
CONNECTED
04
Ongoing Support
A continuing service relationship
ACTIVE
One agreement. An ongoing support relationship.
The SLA creates a clear path between the customer's support requirements and the assistance provided by Bapple.
Business
→
Support Requirement
→
SLA
→
Bapple Support
→
Ongoing Assistance
Your Support Arrangement
Defined Scope
01
Systems
What Bapple will support
SCOPE
02
Support Capacity
Agreed service allocation
AGREED
03
Support Services
Included activities
DEFINED
04
Additional Work
Handled outside the SLA where required
SEPARATE
Support should fit the business it supports.
Different customers need different levels and types of support. A small business with a focused ERP environment does not necessarily need the same arrangement as a customer with more users, processes or technical requirements.
Bapple therefore defines the SLA around the customer's actual requirements rather than presenting every business with the same support package.
Work outside the agreed SLA scope, such as larger development projects, implementations or separately quoted technical work, can be handled independently.
More than support hours. A partner who understands your systems.
The value of an ongoing SLA is not only having support available. It is maintaining continuity with a team that becomes familiar with the systems and processes behind your business.
Clear Agreement
Establish the scope and structure of the ongoing support relationship from the beginning.
Ongoing Relationship
Work with a support partner that develops a better understanding of your environment over time.
Support Continuity
Keep assistance connected to an established support arrangement instead of treating every issue in isolation.
THE OBJECTIVE
Keep support available. Build a relationship that lasts.
Create an agreed framework for ongoing system support, user assistance and technical guidance instead of waiting for every requirement to become a separate support project.
Bapple SLA agreements are structured around the customer's actual support requirements, with the specific scope, services and commercial terms defined in the individual agreement.
Don't wait until something goes wrong. Keep support within reach.
Your business systems are part of everyday operations. When users need assistance, processes change or a technical issue appears, having an established support arrangement makes it easier to get the right help.
Bapple SLA agreements provide customers with an ongoing support arrangement built around agreed services, support requirements and available support capacity.
Support Agreement
Active SLA
Service Level Agreement
Ongoing business support
Support Arrangement
Defined for the customer
AGREED
Support Capacity
Available under the agreement
AVAILABLE
Support Requests
Managed through an ongoing relationship
SUPPORT
Ongoing Assistance
Business systems and users
ACTIVE
Ongoing support. Built around your business.
An SLA creates a defined support relationship between Bapple and the customer. The exact scope is agreed for each customer so everyone understands what support is included and how the arrangement will work.
01
User Support
Provide ongoing assistance when users need help understanding supported systems, processes or everyday functionality.
Support your team
02
Issue Investigation
Investigate suitable software, configuration and business-system issues reported by the customer.
Understand the problem
03
Configuration Support
Assist with suitable configuration and system settings as operational requirements change or issues are identified.
Keep systems aligned
04
Process Assistance
Help customers work through supported business processes and identify practical improvements where appropriate.
Improve everyday work
05
Technical Assistance
Provide technical support for systems and services included within the customer's agreed SLA scope.
Technical support
06
Ongoing Relationship
Maintain continuity between the customer and Bapple so support builds on an understanding of the business and its systems.
Long-term support
Define the support. Know how the relationship works.
The SLA establishes a practical framework for ongoing support. Scope, support requirements and commercial terms are agreed before the service begins.
01
Assess
Understand the customer's systems, users and ongoing support requirements.
→
02
Define
Agree the support scope, service arrangement and commercial terms.
→
03
Support
Use the SLA as the framework for ongoing agreed support and assistance.
→
04
Review
Review the arrangement as the customer's business and support requirements develop.
Move from ad-hoc support to an ongoing relationship.
Ad-hoc support is useful when assistance is only needed occasionally. As business systems become more important to daily operations, customers may benefit from a more structured support arrangement.
An SLA gives the customer and Bapple an agreed framework for ongoing assistance instead of starting a new support relationship every time something needs attention.
It also allows support to build on knowledge of the customer's systems, processes and working environment over time.
SLA Support
Ongoing
01
Defined Scope
Know what the agreement covers
AGREED
02
Support Capacity
Structured around the agreement
AVAILABLE
03
Business Context
Support builds on customer knowledge
CONNECTED
04
Ongoing Support
A continuing service relationship
ACTIVE
One agreement. An ongoing support relationship.
The SLA creates a clear path between the customer's support requirements and the assistance provided by Bapple.
Business
→
Support Requirement
→
SLA
→
Bapple Support
→
Ongoing Assistance
Your Support Arrangement
Defined Scope
01
Systems
What Bapple will support
SCOPE
02
Support Capacity
Agreed service allocation
AGREED
03
Support Services
Included activities
DEFINED
04
Additional Work
Handled outside the SLA where required
SEPARATE
Support should fit the business it supports.
Different customers need different levels and types of support. A small business with a focused ERP environment does not necessarily need the same arrangement as a customer with more users, processes or technical requirements.
Bapple therefore defines the SLA around the customer's actual requirements rather than presenting every business with the same support package.
Work outside the agreed SLA scope, such as larger development projects, implementations or separately quoted technical work, can be handled independently.
More than support hours. A partner who understands your systems.
The value of an ongoing SLA is not only having support available. It is maintaining continuity with a team that becomes familiar with the systems and processes behind your business.
Clear Agreement
Establish the scope and structure of the ongoing support relationship from the beginning.
Ongoing Relationship
Work with a support partner that develops a better understanding of your environment over time.
Support Continuity
Keep assistance connected to an established support arrangement instead of treating every issue in isolation.
THE OBJECTIVE
Keep support available. Build a relationship that lasts.
Create an agreed framework for ongoing system support, user assistance and technical guidance instead of waiting for every requirement to become a separate support project.
Bapple SLA agreements are structured around the customer's actual support requirements, with the specific scope, services and commercial terms defined in the individual agreement.