SAP Support and AMS Services

Your contract with SAP covers the software. If standard code is defective, SAP issues a note. It does not cover your configuration, your custom ABAP, your interfaces, your authorisation roles or your users. In practice most tickets are one of those five things, and that gap is exactly what Application Management Services fills.

P1, meaning production down or a statutory posting blocked, gets a response within 30 minutes and a 4 hour resolution target. P2 is 2 hours, P3 is 8 working hours and P4 is the next business day. Coverage runs from business hours in one time zone up to 24x7 follow the sun across our India and offshore teams, and the targets are written into the contract with monthly reporting against them.

Yes. We start with a code review of your Z objects, user exits, BAdIs, enhancement points and interfaces so we know what exists before we sign. Undocumented code takes longer to support and we will tell you that up front rather than discover it during a P1. Where code is genuinely unsafe, we quote the remediation separately instead of absorbing it quietly.

Kernel patches and SAP Security Patch Day notes, released on the second Tuesday of each month, are assessed monthly and applied on an agreed window. Support package stacks and the annual S/4HANA release are planned as scheduled work: sandbox first, impact analysis on your custom code, then a regression pass. Regression testing against your own processes is the part that costs money, so we build an automated pack over the first year to bring that cost down.

That is the most common arrangement. Your team keeps the business relationship, the design decisions and the change approvals. We take the ticket queue, the Basis routine, the patch cycle and the out of hours cover, which is the work that stops an internal team from doing anything else. We integrate with your existing ITSM tool so your users never see a second help desk.

A monthly retainer covers incident and service request handling, problem management, Basis routine, monitoring, patching and authorisations, plus an agreed bucket of enhancement days each month for small changes. Anything larger, a new module, a new interface or a rollout to another company code, is a project and is quoted separately. We publish the days used each month, so unused enhancement capacity is visible rather than silently absorbed.