Oxygen gains certification for its SAP Business All-in-One support capability
Oxygen has gained SAP Value Added Reseller (VAR) certification for its Application Management Services (AMS) group. The AMS team is responsible for providing support for OxygenExpress customers that are running mid-market ERP product – SAP Business All-in-One.
Oxygen’s AMS Manager for Australia and New Zealand, Max Preece, says the certification is a great vote of confidence in the support processes Oxygen has developed in recent years.
“This is an important official recognition for the Oxygen AMS team,” says Preece. “Normally it takes an organisation a significant period of time to get up to speed with the stringent requirements, methodologies and business processes that SAP demands for customer support.
“Oxygen, in contrast, has been able to reach the benchmarks for SAP Business All-in-One support quickly thanks to its extensive track record and depth of expertise undertaking SAP implementations and support services for existing SAP customers.”
SAP VAR Certification is only awarded after an intensive audit process. Late in March an SAP audit team from overseas reviewed Oxygen’s support related activities, which are run from its Auckland location. After evaluating its findings, the certification team granted Oxygen VAR status, reporting that Oxygen was a “mature organisation with very customer-focused incident reporting processes”.
“Despite being a new provider of SAP Business All-in-One services, we were able to provide SAP with confidence and sufficient evidence that our existing SAP documentation and support tools comply with the standards laid down for supporting this mid-market product,” Preece says.
Core to Oxygen’s support delivery is SAP Solution Manager, a tool that allows the company to monitor all SAP customers from a centralised facility. Solution Manager provides customers with SAP EarlyWatch alerts, a service that informs customers about critical system faults and provides information on how to resolve them.
The SAP certification report praised Oxygen’s support processes as being “well-documented and consistent with external materials and presentations provided for customers”. The report also highlighted that Oxygen’s customers are introduced to its support services at the outset of the sales process and then “reinforced by AMS consultants at the implementation and go-live stages”.
“We are careful to explain in simple terms, exactly what our customers will receive and we work hard to provide them with the level of service that best suits their organisational goals and internal capabilities,” says Preece.
For more information contact Stuart Dickinson, Oxygen’s General Manager People and Brand, on
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