SAP Support & AMS
Application Management Services, Basis administration, incident management and sub-4-hour response SLA. Your SAP in the hands of a certified 24/7 team.
The problem
Incidents without quick resolution
Tickets that escalate without control, response times of days and frustrated users losing productivity while waiting.
Reactive Basis administration
Late patches, undetected failed jobs, uncontrolled transports and backups nobody verifies until something fails.
Single-consultant dependency
All SAP knowledge in one person. If they resign, the knowledge leaves. No documentation, no backup, no continuity.
Our solution
Methodology
Operational assessment
We assess current state: configuration, processes, historical tickets, support gaps and pain points.
Service design
We define SLAs, service catalog, assigned team, ticketing tools and escalation processes.
Transition & knowledge transfer
4-6 week shadow period where our team absorbs knowledge from the current team.
Continuous operation
Production support with monthly reports, compliance KPIs and continuous service improvement.
Tech stack
Reference case
CAINTRA
For CAINTRA and its associated companies, we operate the SAP service desk managing 500+ monthly tickets across 12+ industries. Sub-4-hour first response SLA with sustained 98% satisfaction.
Frequently asked questions
What is the response SLA?
Priority 1 (system down): under 4 hours. Priority 2 (critical process affected): under 8 hours. Priority 3 (inquiry or improvement): under 24 hours.
Can you take over a SAP another vendor left unfinished?
Yes. We do a 2-4 week assessment to document state, gaps and risks. Then we propose a stabilization and transition plan.
What ticketing tool do you use?
We adapt to the client's tool: ServiceNow, JIRA, SAP Solution Manager or any other. If they don't have one, we implement it.
Do you offer 24/7 support?
Yes. We have extended hours (7x14) and 24/7 support schemes for clients with critical nighttime operations or multiple time zones.
How is service quality measured?
Monthly reports with KPIs: SLA compliance, tickets resolved, MTTR, user satisfaction and backlog. Full transparency.
Your SAP in the hands of certified experts
Free assessment of your SAP support state. Response in under 2 hours.