After go-live, an SAP system needs ongoing care: users have questions, errors occur, processes change and updates arrive. Application Management Services (AMS) provide this support.
What AMS covers
- Incident management: analysis and fixing of errors reported by users
- Service requests: user and authorisation changes, master data support, configuration adjustments
- Change requests and enhancements: new reports, forms, Fiori apps, process changes
- Monitoring: jobs, interfaces, performance and system health
- Release and update support: testing after SAP updates and support packages
- Continuous improvement: recurring problems analysed and solved at the root
Typical service levels
Incidents are classified by priority:
| Priority | Example | Typical response |
|---|---|---|
| Critical | Production stopped, no invoicing possible | Hours |
| High | Important process impaired, workaround exists | Same or next business day |
| Medium | Single users affected | Days |
| Low | Questions, cosmetic issues | Planned |
Exact times are defined in the SLA.
Pricing models
- Fixed monthly fee for a defined scope
- Ticket-based pricing
- Hour budgets (contingents) for changes and enhancements
- Combinations of the above
Choosing an AMS partner
- Expertise in your modules and industry
- Clear, measurable SLAs
- Transparent reporting on tickets and hours
- Knowledge management so know-how is documented
- Communication in your language
- Ability to deliver enhancements, not just fixes
Getting started
A transition phase with knowledge transfer from the implementation team or previous partner ensures a smooth start: documentation, open issues, interfaces and key contacts.
We offer SAP AMS with defined SLAs and a mix of support and development capacity, in German and English.
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