Whether you have turned to outsourcing to augment in-house staffing or to take full control of your SAP environment, you have probably run up against the limitations of traditional support models.
There has always been a trade-off between access to support in a crisis, cost, and service quality.
- Domestic consultants on short term contracts are exorbitantly expensive, and still face challenges when it comes to knowledge gaps and accessibility. SAP is complicated and one person can't be expected to know everything or be available 24 hours a day, 365 days of the year.
- Time zone differences, call center queues, and the lack of knowledge transfer between new consultants as your support ticket "follows the sun" have earned off-shoring a reputation (whether deserved or not) of being the cheap and nasty alternative.
Communications and SAP related technologies have changed since these models were developed. Your budget has changed. So why haven't your SAP support options changed?