Service Levels

Level 01 - Self Service Help

Business users will be provided access to materials (end-user-training documents, quick reference cards, knowledge repositories, etc.) that are intended to provide advice on how to handle typical system processes (transactions, reports, etc.). These materials are geared towards increasing the overall knowledge and experience of business users to handle the typical day-to-day “tricks and techniques” to operate the system.

Level 02 - Onsite Support Team

This is the support that would be provided by both the Client Super Users/SMEs and the dedicated Madiba Onsite Support Team. Any issue that cannot be addressed through Level 0 (self-help) should be addressed by these team members as a primary point of contact.

Level 03 - Onsite/Offshore

This is the support that would be provided by the dedicated Client offshore/remote support team. Any issue that cannot be addressed through Level 1 support will be escalated to the dedicated Client offshore/remote support team.

Level 04 - Extended Support Team

This is support that would be provided by Madiba, beyond the dedicated Client support team. If an issue arises that cannot be addressed by Level 1 and Level 2 support, the issue will be escalated to Level 3 support.

Our Clients

Intellectuals Row the Boat Together

We join hands with various companies to explore the genius in everything they do and offer opportunities that change the way they feel about transition

IMPORTANT NOTE: Madiba is not associated with or sponsored by the any of these registered or trademark owners.

Over 1500 +

Completed Projects & Still Counting.

20+

Years Of Experience

200+

Happy Clients

240+

SAP Consultants

1500+

Projects Done

Meet Our Experts Team

Madiba experts help you transform your business through innovation and technology!

Nicholas Locke

Executive Partner/Board Member

Nick Locke is a founding member of Madiba and serves as Director for Business Development. Nick has 16 years of IT project experience and focused primarily on the implementation of the SAP ECC systems.

Duane Bosch

Executive Partner/Board Member

For more than two decades, Duane Bosch has led organizations with innovative solutions in the area of Enterprise Business Intelligence/Analytics and Finance Process & Systems Optimization. He is currently focused on guiding businesses through the process of evaluating options when migrating to SAP’s new S/4 HANA and HANA-based BI/analytics platforms. Duane is based in Madiba’s Innovation Center in southern California.

Steve Wayland

Executive Partner/Board Member

Steve Wayland is a founding member of Madiba, and now serves as Director. Steve began his career at Accenture, joined Cap Gemini in 1995, before co-founding Madiba in 1998. He has 23 years of hands-on SAP implementation experience and specializes in the unique challenges presented by the rapidly changing Media Industry.

Steve Graef

Partner

SAP S/4 HANA Customer Experience With 25 Years of SAP Consulting Experience Steve has been with Madiba most of those years wearing different hats such as SAP Implementation Delivery Lead, Project Manager and a Solution Architect for Sales and in CX space. He is SAP Certified in multiple Areas and is one of the key Madiba SAP S4/HANA Core Team membe

Hendrik Gerryts

Partner

Hendrik joined Madiba in 2007 and brings a wealth of expertise and a passion for SAP. With his 28 years of SAP experience, Hendrik focuses on financial planning, reporting, and analysis across multiple industries. Over the past decade, he has specialized in the pharmaceutical sector and has held executive-level positions, including VP of Delivery.

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Jeremy Shinkfield

Partner

Since 1998, Jeremy Shinkfield has been immersed in SAP, focusing on the Media Industry and serving small to midsize clients. His expertise lies in S/4 implementations, application development, and system integrations, with a goal of enabling businesses to operate seamlessly. With a deep understanding of SAP, he delivers comprehensive solutions tailored to clients’ unique needs, to help drive their success.

Manoj Dhir

VP, Digital Transformation

Manoj has total 18 Years of SAP Experience and has been an ex-SAP employee.He is leading the global delivery practice at Madiba & is in-charge of SAP S/4 HANA Digital Transformation services. Manoj is SAP certified Activate Project Manager and is an expert in Public Sector/Govt. as well as Oil & Gas domain. An expert of Solution Manager 7.2 especially positioning Model Company. A hands-on Focused build project consultant

Got Questions? Get in Touch with our Experts!

Madiba Insights

Resources

Webinar

Play Video

Madiba Active – SAP ECC to S/4 HANA conversion made simple

Play Video

Madiba Active – PM’s handout for SAP S/4 HANA conversion Webinar M007

Events & Blogs

S/4 HANA Conversion Key Areas

By: Madiba
Date: December 31, 2019

Top 10 lookout items for PM’s for SAP S/4 HANA conversion projects using Madiba Active

By: Madiba
Date: December 28, 2019

Technology Partners

Innovation. Agility. Experience.

About Us

Services

16481 Scientific Irvine, CA 92618
Phone: +1 (949) 716-8979
Fax: +1 (949) 271-4073
Email: info@madiba.com
Web: www.madiba.com

Service Levels

Level 01 - Self Service Help

Level 02 - Onsite Support Team

Level 03 - Onsite/Offshore

Level 04 - Extended Support Team

Our Clients

Intellectuals Row the Boat Together

Over 1500 +

20+

200+

240+

1500+

Meet Our Experts Team

Nicholas Locke

Duane Bosch

Steve Wayland

Steve Graef

Hendrik Gerryts

Jeremy Shinkfield

Manoj Dhir

Got Questions? Get in Touch with our Experts!

Madiba Insights

Resources

BW/4 HANA Client Success Story

Madiba SNAP for Financial Analysis

Cloud Transformation - Client Success Story

Madiba AMS

Madiba - Covid 19 Advisory

Madiba Introduction

SAP Talent Survey

Madiba Brochure

Webinar

Events & Blogs

S/4 HANA Conversion Key Areas

Top 10 lookout items for PM’s for SAP S/4 HANA conversion projects using Madiba Active

Technology Partners

Innovation. Agility. Experience.

About Us

Services

Follow Us