Select research category:
CIC Care (Regional Support Center, Powered by RunSAP®)

To create a support ticket,

What is CIC CARE?
Enterprise support is delivered through CIC Partner Center of Expertise. As an SAP PCOE, CIC provides industry-leading SAP-compliant services and support delivery processes for SAP Business All-in-One™. Offering the industry's highest Service Level Agreements, you can rely on quick response from our customer service teams, available on-site or remotely. Our SAP support expertise enables:

  • Deployment of industry-leading standards to streamline implementations and ongoing maintenance
  • Comprehensive system integration throughout the solution life cycle
  • Achievement of a near-zero downtime  to increase business continuity
  • Reduced downtime through a built-in provision of standardized diagnostic tools, integration testing, and business process monitoring
  • Competitive Service Level Agreements that decrease time to resolution

Services Provided

CIC offers a variety of services from which customer can elect according to business needs. This includes:

  • Initial Landscape Assessment
  • Initial Landscape preparation through Run SAP Implementation
  • Incident resolution
  • Security fixes
  • System Health Checks
  • System Maintenance
  • Experts on Demand
  • Technical Monitoring
  • Business Process Monitoring

Support Levels

To simplify the process of service selections CIC provides bundled cost efficient packages a long side individual service selection. The bundles are provided in a tiered model distributed upon three distinct categories suited to cover the needs of enterprises of different sizes. The bundles are defined as follows:

For full Service Level Details, please contact: care@cic.ae

Support Tickets

The support process is initiated and managed in the form of tickets, which could be created in multiple ways (over the phone, directly through your SAP Application or through our support portal etc…). The tickets are to be categorized into four categories identified by their urgencies all bound by a very strict SLA. These categories are identified as follows:

  • Very high:  A message should be categorized with the priority "very high" if the problem has very serious consequences for normal business processes. Urgent work cannot be performed.  This is generally caused by the following circumstances:
    • A productive system is completely down.
    • The customer's core business processes are seriously affected.
    • A workaround is not available.
    • The message requires immediate processing because the malfunction may cause serious losses.
  • High:  A message should be categorized with the priority "high" if normal business processes are seriously affected. Necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the SAP system that are required immediately. The message is to be processed a quickly as possible as a continuing malfunction can seriously disrupt the entire productive business flow.
  • Medium:  A message should be categorized with the priority "medium" if normal business processes are affected. The problem is caused by incorrect or inoperable functions in the SAP system.
  • Low:   A message should be categorized with the priority "low" if the problem has little or no effect on normal business processes. The problem is caused by incorrect or inoperable functions in the SAP systems that are not required daily, or are rarely used.
The associated SLA is defined using the following model:

 


Call Customer Services :

Egypt : +2010901044247

KSA :    8001160CIC

UAE :  +971 2 6744660/7

Send a Fax:

Egypt :+20224142502

KSA : +966 1 4631 389
 
UAE : +971 2 6744789
Copyright © CIC. All rights reserved.