SAP Extended Warehouse Management (EWM) is a highly complex and powerful software solution designed to optimize warehouse processes. To ensure the system runs efficiently and without disruption, reliable support is essential. But why is support necessary in the first place? What are the available support models? And what should you look for when choosing the right support approach? This article highlights the key considerations.
Why is Support Needed for an SAP System?
SAP EWM is a core component of modern warehouse management. Due to its high flexibility and functionality, various issues may arise, including:
- Technical disruptions: Hardware failures, network outages, or integration problems.
- Software issues: Faulty updates, misconfigurations, or custom developments.
- User errors: Misunderstandings or unclear system usage that impact operations.
- Ongoing maintenance: Continuous updates and monitoring are essential to ensure system performance.
Reliable support ensures that issues are resolved quickly, optimizations are implemented effectively, and your logistics operations run smoothly.
What Does Support Look Like?
Support models can be tailored to fit your needs:
Onsite Support
A support specialist works directly at your facility.
Pros: Fast response time, direct communication, in-depth understanding of your specific processes.
Cons: Higher costs, limited expert availability.
Remote Support
Experts assist from an external location via phone, email, or remote access.
Pros: Cost-effective, quickly deployable, ideal for standard issues.
Cons: Limited ability to solve hardware-related problems.
In-House Team or External Provider?
In-House Team: Ideal if SAP EWM is a core part of your infrastructure. Your team understands your processes but requires time and resources to build.
External Provider: Offers flexibility and broader expertise. Suitable when EWM is not your core business or when specific experts are needed.
Key Questions Before Signing a Support Contract
To find the right support solution, clarify the following:
- What support hours are needed? Do you require 24/7 coverage or standard business hours?
- What SLAs are necessary? Define clear response times and escalation processes.
- What services are included? Is it limited to troubleshooting, or does it include proactive maintenance and development?
- Who is the point of contact? Is there a dedicated contact person or a rotating team?
- What system knowledge is required? Do support staff need experience with your custom developments?
- How flexible is the contract? Can services be scaled as your needs change?
What Are the Costs Involved?
SAP EWM support costs depend on several factors:
- Support model: Onsite support generally costs more than remote support.
- Scope of service: 24/7 support is more expensive than business-hours-only support.
- System complexity: Customized systems require more expertise.
- Service range: Additional services like monitoring, updates, and training may be included.
Price benchmarks:
- Remote support: Starting at approx. €90/hour
- Onsite support: Starting at approx. €1,000/day
- Flat-rate contracts: Vary depending on scope
What to Expect from a Support Team
A professional support team should offer:
- Technical expertise: Deep knowledge of SAP EWM, integrations, and your specific processes.
- Strong communication: Ability to explain complex issues clearly.
- Responsiveness: Quick resolution of issues, especially critical ones.
- Proactive mindset: Preventative maintenance, regular system checks, and optimization suggestions.
- Flexibility: Ability to adapt to changes and evolving system requirements.
How to Measure Support Quality
- Reports & KPIs: Request regular reports on ticket resolution, response times, and customer satisfaction.
- Feedback meetings: Regularly discuss performance and improvement opportunities with your support team.
- Test scenarios: Simulate critical error situations to evaluate support effectiveness.
Conclusion
Support for SAP EWM is not just a safety net—it’s a critical success factor for your warehouse management system. Whether onsite or remote, internal or external, the right support model depends on your unique needs. With clear goals and thoughtful planning, you can secure the optimal support to ensure smooth operations and continuous improvement.
Ready to find the right support? At PRECOGIT, we’re here to guide you through the selection process and provide expert assistance every step of the way.
