PearlCare FAQ

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). 

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.

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.

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.

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.

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.

No, AMS also includes process optimization, performance tuning, and strategic advisory services to enhance business operations.

Yes, AMS teams often provide support for system audits, security reviews, and compliance with industry regulations.

We follow a structured transition process that includes knowledge transfer, system analysis, and seamless onboarding to minimize disruption and ensure continuity of services.

PearlCare employs robust security protocols, including regular system audits, data encryption, and proactive threat monitoring.

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.

Yes. PearlCare offers multi-lingual support to accommodate the needs of diverse teams and global operations.

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.

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.

The onboarding process includes the following steps: 1. Initial consultation to assess your specific needs.2. System setup and integration into PearlCare services.3. Finalization of customized support and maintenance agreements tailored to your business.

PearlCare offers fast response times, including predefined SLAs (Service Level Agreements) tailored to your business requirements.

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.

PearlCare offers strategic guidance to help you stay ahead of technological advancements. We assist with system improvements and strategic changes to ensure your business remains competitive. A unique benefit of partnering with PearlCare is the opportunity to share and gain insights - a key benefit that accelerates innovation and learning. We aim for close partnership where we share our strategy with you on a C-level and encourage the same in return.

Pearl has extensive experience working with customers across various industries. Our core expertise lies in:

• Retail & Wholesale
• Manufacturing
• Banking
• Professional Services
• Travel
• Pharmaceuticals

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.

AMS reduces downtime, ensures consistent system performance, and enables your team to focus on strategic tasks instead of operational support.

Yes. PearlCare AMS minimizes IT costs by:

• Delivering efficient, expert support.
• Preventing costly system failures.
• Reducing downtime to ensure uninterrupted business operations.

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.

By improving system reliability, reducing operational costs, and providing strategic advice, PearlCare helps customers achieve a strong return on investment.

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.

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.

Yes, PearlCare is equipped to handle both on-premises and cloud-based systems, as well as hybrid environments.

Yes, PearlCare ensures integration and support for a range of third-party tools commonly used alongside SAP solutions.

PearlCare offers comprehensive support for SAP upgrades and migrations, including:

1. Planning: Assessing requirements and creating a tailored migration strategy.
2. Execution: Ensuring a smooth and efficient upgrade or migration process.
3. Post-Migration Stabilization: Providing support to address issues and optimize performance after completion.