SAP Support (AMS): your SAP running well every day, not just on go-live day
Application Management Services for SAP: a help desk with L1–L3 levels, SLAs agreed by contract, corrective and evolutionary maintenance, proactive monitoring, and SAP note and upgrade management. We operate from Monterrey and Texas in the Central (CST) time zone, under the ITIL framework and processes aligned to CMMI Level 2.
SAP support (AMS, Application Management Services) is the service that keeps your SAP platform stable, up to date and continuously improving after go-live.
It is not just "firefighting": we combine a help desk with L1 to L3 support tiers, corrective and evolutionary maintenance, proactive monitoring of jobs and interfaces, and disciplined management of SAP notes and upgrades. We work exclusively on the SAP ecosystem —S/4HANA, Business One, SuccessFactors, Solution Manager and BTP— and adapt to your ticketing tool.
The code and configuration are 100% yours from day one.
Six operational reasons, zero adjectives
The code is yours from day one
Repos in your name, documented CI/CD and zero vendor lock-in. If you leave tomorrow, you take it all, running.
WhatsApp API with an official provider
We are a Meta Tech Provider: your WhatsApp Business API line with no middlemen, and chatbots wired to your ERP.
Sprint delivery, CMMI 2 processes
A working demo every two weeks and measurable progress. No "it’s 80% done" without something you can click.
AI applied to your operation
LLM agents, RAG over your data and process automation — the same practice we use to run iTech itself.
Real nearshore: Texas + Monterrey
Legal entity in the U.S. (iTech Corp, Texas), contracts under U.S. law, same CST time zone and USMCA.
ERP with CFDI 4.0 invoicing
We implement Odoo with integrated SAT stamping (PAC), client portal and reconciliation — a full operation, not just software.
When you need it
What the service includes
Help desk with L1–L3 levels
A single point of contact for your SAP users with structured escalation: L1 receives and classifies, L2 resolves functional and technical incidents, and L3 handles the most complex cases (deep configuration, ABAP development, advanced Basis).
SLAs agreed by contract
We define service levels by priority (P1/P2/P3) and target response and resolution times together. They are configurable models based on the criticality of your operation and the contracted coverage — agreed before we start, not invented.
Corrective and evolutionary maintenance
Corrective: resolving incidents and errors in production. Evolutionary: continuous improvements, new reports, configuration changes and small developments, prioritized in a visible backlog and worked under change management.
Proactive monitoring
Monitoring of batch jobs, interfaces, performance and disk space supported by SAP Solution Manager, to detect and address deviations before they turn into an outage.
SAP note and upgrade management
Evaluation and controlled implementation of corrective and security SAP notes, and planning of Support Package, kernel and version upgrades, with testing in a non-production environment before promoting to production.
Security and authorizations
Role and authorization management, user provisioning and deprovisioning, segregation of duties (SoD) and periodic access reviews, so each user has what they need and nothing more.
Continuity: backups and recovery
Backup verification, restore testing and support for the disaster-recovery plan, so a major incident does not mean losing data or days of operation.
Basis administration and operational documentation
Transport management, performance tuning, backup verification and operational documentation with continuous knowledge transfer, so your operation does not depend on a single person.
How we work
1Operational assessment
We assess the current state of your SAP: configuration, processes, ticket history, support gaps and pain points, to size the service with real data.
2Service design and SLAs
We define the service catalog, priority levels and target SLAs, the assigned team, the ticketing tool and the escalation paths together.
3Transition and knowledge transfer
A shadowing period where our team absorbs knowledge from the current team and documents the operation before taking over responsibility.
4Continuous operation and improvement
Production support with periodic reports, SLA compliance tracking and an improvement backlog prioritized by business impact.
5Service governance and reviewDeliverablea service report and documented improvement agreements to adjust scope with you
Periodic service reviews (QBRs) where we go over SLA compliance, ticket trends, the root cause of recurring incidents and the evolution plan.
Tech stack
The tools and platforms we build it with — chosen for your problem, not for hype.
Frequently asked questions
Can't find your question? Talk to an engineer — no sales script.
Contact us →How do SLAs work and what response times do you offer?
We work with SLAs configured by contract, differentiated by priority (P1 system down, P2 critical process affected, P3 inquiry or improvement). Target response and resolution times are not a fixed number for everyone: we agree them with you based on the criticality of your operation and the contracted hours of coverage, and we track them in the service reports.
How do you bill the service? Is it a block of hours?
We offer flexible models: a monthly block of hours for clients with variable demand, or a fixed team and SLA scheme for more critical operations. In both cases the scope, coverage and the way consumption is measured are defined in the contract before we start; we do not bill for surprises outside of scope.
What exactly does AMS support cover?
It covers an L1–L3 help desk, corrective maintenance (incidents and errors) and evolutionary maintenance (improvements, reports, configuration changes and minor developments), proactive monitoring, Basis administration and SAP note and upgrade management. All within the SAP ecosystem: S/4HANA, Business One, SuccessFactors, Solution Manager and BTP. It is not non-SAP infrastructure support or support for other platforms.
What are your hours of coverage?
We operate from Monterrey and Texas in the Central (CST) time zone, which gives us a support window shared with clients in Mexico and the United States. Depending on the contract we offer business hours, extended hours or broader coverage for operations with critical off-hours processes; the specific coverage is agreed during service design.
Can you take over a SAP another vendor left unfinished?
Yes. We start with an assessment to document the current state, gaps and risks, and from there we propose a stabilization and transition plan with knowledge transfer. We operate under the ITIL framework and processes aligned to CMMI Level 2, so the operation is documented and stops depending on a single person.
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