AMS with SLAs that hold
SAP Application Support
Ongoing application management for SAP estates — incident response, enhancements and release management under service levels we report on every month.
What this covers
Most SAP value is lost after go-live, not during the project. Support tickets pile up, small enhancements never get scheduled, and the system slowly drifts from the business. Our AMS model fixes that: a named team who know your configuration, a clear severity matrix, and a monthly service review where we show the numbers rather than describe them.
Incident management
First response inside the agreed window, root-cause analysis on recurring issues, and no ticket closed without your confirmation.
Enhancements & change requests
A monthly pool of development days so small improvements actually ship instead of waiting for the next big project.
Release & transport management
Controlled transport paths, regression testing on critical processes, and support-pack planning that avoids year-end.
Authorisations & audit support
Role design, segregation-of-duties review and the evidence pack your auditors ask for every year.
What you get
- Named support team with documented escalation path
- Severity matrix with agreed response and resolution targets
- Monthly service report against every SLA
- Maintained configuration and process documentation
- Quarterly system health and performance review
Frequently asked questions
Will you support a system you did not build?
Yes. We start with a two to three week takeover: we review the configuration, custom code and open tickets, then agree the service levels we can commit to. We will not promise a response time on a system we have not looked at.
What happens to unused development days?
They roll over for one quarter. That prevents both waste and the rush to spend days on low-value work at month end.
Tell us what is not working
A first conversation costs nothing and is not a sales call. Bring the problem; we will tell you honestly whether we are the right people to solve it.