PearlCare FAQ
General AMS
Overview of PearlCare’s services, scalability, and tailored solutions.
Interaction with PearlCare
How to contact support, onboard, and manage emergencies.
Business Benefits
Learn how PearlCare boosts innovation, efficiency, and ROI.
Technology and Software we Support
Details on supported platforms, integrations, and upgrades.
General AMS
What is PearlCare?
PearlCare is Pearl Group's Application Management Service (AMS) that supports your business operations post-implementation. It ensures the availability, support and further development of your systems. Our local experts provide user support as needed, including 24/7 assistance if required. While we support a wide range of technologies, we are especially known for our expertise in SAP, AWS, and Adobe (Magento).
What services are included in PearlCare?
Our service catalog allows you to choose from different packages. Options range from a slim agreement where you contact us only when support is needed, to a comprehensive AMS package. The full package covers operations, monitoring, support, development, and strategic advisory services, all managed by a dedicated team. We work with you to tailor a package to your specific needs.
How does PearlCare ensure system availability?
Our customers run diverse environments, including on-premise, hybrid, and full SaaS landscapes. PearlCare’s certified specialists monitor your systems and take proactive measures to ensure critical system availability. For SaaS systems, we also handle communications with software vendors, offering 24/7 support if required.
How does PearlCare handle system integrations?
PearlCare supports on-premise, hybrid, and full SaaS landscapes. Our certified specialists proactively monitor systems and take action to maintain availability of your critical business operations. For SaaS environments, we also assist in managing communication with the software vendor, offering 24/7 support when needed.
What size is usually a PearlCare customer?
We work with businesses of all sizes, tailoring our services to their specific needs. Currently, we support over 600 super users across various organizations, ranging from small companies with annual turnovers below €10 million to large global enterprises.
How long must I commit to be a PearlCare customer?
We aim to build long-term partnerships with our customers, which gives us the chance to deeply understand your business. Our agreements usually span 3 to 7 years, depending on the scope of work and customer requirements.
Is AMS only for technical issues?
No, AMS also includes process optimization, performance tuning, and strategic advisory services to enhance business operations.
Can AMS help with system audits and compliance?
Yes, AMS teams often provide support for system audits, security reviews, and compliance with industry regulations.
How does PearlCare manage service transitions from another AMS provider?
We follow a structured transition process that includes knowledge transfer, system analysis, and seamless onboarding to minimize disruption and ensure continuity of services.
Wha security measures are in place for AMS services?
PearlCare employs robust security protocols, including regular system audits, data encryption, and proactive threat monitoring.
How does PearlCare handle scalability as my business grows?
PearlCare’s services are designed to scale alongside your business. Whether you experience gradual growth or rapid expansion, we ensure consistent performance by adapting our services to meet your evolving needs. To date, no customer has outgrown the capabilities we provide.
Can PearlCare support multi-lingual users?
Yes. PearlCare offers multi-lingual support to accommodate the needs of diverse teams and global operations.
Interaction with PearlCare
How can I contact PearlCare support?
Existing customers can reach PearlCare support via the Support Portal or by calling the local support number provided. Phone support is available 24/7. Please note that outside your local office hours, support may be provided in English. For new inquiries, visit the Contact page on the Pearl Group website.
Does PearlCare offer global support?
Yes. Pearl operates in Norway, Sweden, Finland, Iceland, Latvia, Poland, Ukraine, and Singapore. As an SAP Platinum Partner and a member of United VARs, PearlCare extends its support globally to meet your needs.
How do I onboard with PearlCare?
How quickly do I receive help from PearlCare support?
PearlCare offers fast response times, including predefined SLAs (Service Level Agreements) tailored to your business requirements.
How does PearlCare handle emergencies?
PearlCare provides 24/7 emergency support, with dedicated teams ready to address critical issues promptly. Throughout the resolution process, you will receive regular updates to keep you informed.
Business Benefits
How does PearlCare assist in strategic improvements?
What industries is Pearl experts on?
Pearl has extensive experience working with customers across various industries. Our core expertise lies in:
- Retail & Wholesale
- Manufacturing
- Banking
- Professional Services
- Travel
- Pharmaceuticals
What kind of monitoring does PearlCare provide?
PearlCare offers proactive monitoring to identify and address potential issues before they impact your operations. By using AI-driven insights, we efficiently detect and resolve problems with a high degree of accuracy and speed.
How does PearlCare AMS improve business efficiency?
AMS reduces downtime, ensures consistent system performance, and enables your team to focus on strategic tasks instead of operational support.
Does PearlCare help reduce IT costs?
Yes. PearlCare AMS minimizes IT costs by:
- Delivering efficient, expert support.
- Preventing costly system failures.
- Reducing downtime to ensure uninterrupted business operations.
Can AMS contribute to innovation?
Absolutely. PearlCare AMS frees up internal resources and provides actionable insights, empowering businesses to adopt new technologies and improve processes. Our extensive experience across diverse industries and cultures allows us to share innovative practices that drive transformation.
How does PearlCare ensure ROI for customers?
By improving system reliability, reducing operational costs, and providing strategic advice, PearlCare helps customers achieve a strong return on investment.
Technology and Software We Support
What Technology and Software does PearlCare support?
PearlCare supports a wide range of technologies and software solutions, including:
- SAP ERP Solutions: From on-premise installations to RISE and Grow with SAP (GWOW).
- SAP BTP Solutions: Covering AI, analytics, extensions, and system integrations.
- SAP SuccessFactors: Focused on Human Experience Management (HxM).
- E-Commerce Platforms: Including solutions from SAP, Adobe, CommerceTools, Pimcore, Algolia, and others.
- AWS Advanced Partner: Delivering a broad range of services on the AWS platform to meet your business needs.
Does PearlCare support integrations with third-party systems?
Yes. PearlCare ensures seamless integrations between your systems and those of your business partners. Our focus is on improving data flow, analysis, and communication efficiency. All integration needs are managed under a single agreement, which allows you to stay focused on growing your business.
Can PearlCare support hybrid cloud environments?
Yes, PearlCare is equipped to handle both on-premises and cloud-based systems, as well as hybrid environments.
Does PearlCare support third-party applications?
Yes, PearlCare ensures integration and support for a range of third-party tools commonly used alongside SAP solutions.
How does PearlCare support SAP upgrades and migrations?
PearlCare offers comprehensive support for SAP upgrades and migrations, including:
- Planning: Assessing requirements and creating a tailored migration strategy.
- Execution: Ensuring a smooth and efficient upgrade or migration process.
- Post-Migration Stabilization: Providing support to address issues and optimize performance after completion.
Contact us
If you can’t find the information you’re looking for, please don’t hesitate to contact us directly—we’re here to help!