TheValueChain has passed the biannual SAP audit with flying colors. The Partner Center of Expertise (PCoE) certification validates that our customer support complies with SAP’s stringent procedures and guidelines.
To ensure that all indirect customers receive the same high quality of support, SAP introduced a dedicated Partner Center of Expertise certification, which is exclusively available for SAP PartnerEdge VAR Partners. Partner CoE certification ensures that SAP support standards, tools, as well as product-related skills and service quality are met by VAR partners.
A PCoE should dispose of the recommended service desk infrastructure, people and support processes to ensure a streamlined and effective delivery of maintenance services. Standard requirements include a 7×24 dedicated support hotline, remote connections, test systems, incident management and support documentation systems, and certified support staff.
A PCoE re-certification evaluates the partner’s performance against SAP’s quality matrix, which includes continued maintenance of mission critical elements such as remote connectivity to SAP. The certification is awarded on the basis of checklist responses, documents from previous audit efforts, partner interviews, support staff evaluation and certifications, customer surveys, SAP Solution Manager data and various SAP-internal systems for data validation and collection.