SEEBURGER will provide you a named but non-exclusive service manager who will be available during European business hours (Mo-Fr 9 AM - 5 PM). Service Management is part of the iPaaS service with a minimum of 8 hours per month and your named point of contact for all topics around your iPaaS service. A service manager guides you through the easiest way to get tasks done in the iPaaS context.

If you would like to have more assistance, especially at the beginning of your iPaaS service, you can extend the hours and book a dedicated service manager. This extra booking can be terminated so that you can end it if you feel confident with your daily processes.

The tasks and responsibilities of service managers are:

Service reporting:

• Reporting SLAs and KPIs

• SLA management

• Update management

• Regular service/SLA review meetings (online)

• Collecting and orchestrating customer feedback

Operational tasks:

• Coordinating problem management

• Communication on major incidents (service not available to customer)

• Escalation communication

• System provisioning

• Responsible for customer success

Change Management coordination:

• Overseeing all change requests and related follow up

• Status monitoring and escalation

• Monitoring contractual obligations

You can contact your service manager in regular scheduled meetings at least once a month, in ad-hoc meetings on demand and also via email, incident and Microsoft Teams chat.