SAP AMS & implementation support
SAP application support that keeps improving
From hypercare after go-live to day-to-day application management: we support your SAP landscape, fix the root causes behind recurring tickets and keep your system ready for every release.
At a glance
- Scope
- Functional and technical SAP support (L2 and L3)
- Systems
- SAP ECC, S/4HANA, SAP Fiori and SAP BTP
- Service levels
- Agreed response and resolution times per priority
- Reporting
- Monthly service review with trends and actions
The problem
The problem we solve
Tickets pile up, the same issues keep coming back, and the people who know the system are stuck firefighting instead of improving it.
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Recurring incidents
The same issues are logged month after month because nobody has time to fix the root cause.
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Key-person dependency
Support knowledge sits with one or two people, so leave and resignations become a business risk.
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Change requests wait too long
Small enhancements queue behind incidents until the business stops asking.
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Releases cause surprises
Support packs, cloud releases and security notes land without anyone testing what they touch.
How we work
Our approach
We take over support in a structured way, stabilise it, then use the time we free up to improve the system.
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Transition
Knowledge transfer, landscape documentation, runbooks and a review of your ticket history.
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Stabilise
Clear the backlog, triage what is open and agree priorities and service levels with you.
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Support
Incidents and service requests handled in your ticketing tool by functional and technical consultants.
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Improve
Problem management: find the root cause of recurring tickets and fix it for good.
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Evolve
Enhancements, release readiness and a roadmap towards S/4HANA and a clean core.
Deliverables
What you get
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Transition plan and runbooks
Documented processes so support no longer depends on individuals.
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Agreed service levels
Response and resolution times per priority, with a clear escalation path.
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L2 and L3 support
Functional and technical consultants across your SAP modules and extensions.
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Problem management
Root-cause analysis and permanent fixes for recurring incidents.
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Monthly service reports
Ticket volumes, service-level performance, trends and recommended actions.
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Release and upgrade readiness
Impact checks and regression testing for support packs and SAP cloud releases.
Technology
Relevant SAP technologies
The systems and tools we support day to day.
- SAP S/4HANA (on-premise and RISE)
- SAP ECC
- SAP Fiori & SAPUI5
- SAP BTP
- ABAP & ABAP Cloud
- SAP Integration Suite
- SAP Solution Manager
- SAP Cloud ALM
- ITSM tools such as ServiceNow and Jira
Modules
- FI/CO
- MM
- SD
- PM / EAM
- PP
- QM
- EWM
- HCM & Payroll
FAQ
Frequently asked questions
Something else on your mind? Ask us directly.
Do you provide implementation support as well as AMS?
Yes. We support implementations through testing, cutover and hypercare, and can then continue as your application management partner so knowledge is not lost at go-live.
What does SAP AMS cover?
Incident and service request handling, problem management, small enhancements, release and upgrade readiness, and monthly service reporting across your SAP landscape.
Can you work in our ticketing tool?
Yes. We work in your IT service management tool, such as ServiceNow or Jira, so your users keep one way of logging issues.
What service levels do you offer?
We agree response and resolution times for each priority level with you, and report against them every month.
Can you take over from another support provider?
Yes. We run a structured transition with knowledge transfer, documentation and a period of shadow support before we take full responsibility.
Do you support S/4HANA Cloud and RISE with SAP?
Yes, including application support, maintaining extensions on SAP BTP, and preparing for SAP's regular cloud releases.
Can AMS include enhancements as well as fixes?
Yes. Most clients reserve part of the monthly capacity for enhancements, so the system improves instead of standing still.
Is your SAP support stuck firefighting?
Tell us about your landscape and ticket volumes, and we will propose a support model that fits.