Incident handling
Logging, triage, diagnosis and correction of errors in the contracted modules, fully traceable in a service desk tool.
AMS — Application Management Services
SAP AMS: your ERP supported by people who solve, not people who forward tickets
Support for SAP environments with an SLA written into the contract, a named team and a continuous improvement backlog. You stop depending on that single consultant who knows the system — and who will resign one day.
What's included
- SLA by severity, with contractual penalties
- A named team — you know who handles your ticket
- L1, L2 and L3 coverage in a single contract
- Improvement hours included, not just firefighting
The real problem with SAP maintenance
Almost every company running SAP reaches the same point: knowledge of the environment sits with two or three people. They solve everything, nobody documents anything, and the company lives with a silent risk — the day one of them leaves.
The second problem is the queue. Without ticket governance, what gets handled first is whatever shouts loudest, not what hurts the business most. Structural improvement never happens, because the team is permanently firefighting.
A well designed AMS contract solves both: it moves the knowledge to a team with redundancy, and separates the incident budget from the evolution budget. Without that separation, evolution simply does not happen.
Our SLAs by severity
Severity is defined by business impact, not by who opened the ticket. The times below are the contract standard and apply during business hours — 24x7 coverage is contracted separately.
| Severity | Situation | First response | Resolution target |
|---|---|---|---|
| Critical (S1) | Operation stopped: cannot invoice, ship or close the month | 15 minutes | 4 business hours |
| High (S2) | Relevant process degraded, manual workaround possible | 1 hour | 8 business hours |
| Medium (S3) | Isolated error, no immediate impact on billing | 4 hours | 3 business days |
| Low (S4) | Question, cosmetic fix or improvement request | 8 hours | Planned in the monthly backlog |
What is inside the contract
No fine print: everything below is part of the standard AMS scope.
Continuous improvement
A fixed percentage of the monthly hours is reserved for evolution. If it is not spent on improvement, it does not become credit for incidents — that is how evolution stops being postponed forever.
SAP Notes and Support Packages
Tracking of notes relevant to your environment, impact analysis and planned application in an agreed window.
Proactive monitoring
Jobs, interfaces, IDoc queues and dumps under watch. Most critical incidents give a signal first — the trick is looking.
Closing support
Extra hands during financial and tax closing windows, when the cost of an error is higher and the time to fix it is shorter.
Monthly service review
A report on SLA compliance, tickets by root cause and a proposal for structural action. A meeting with data on the table, not corridor talk.
How we take over from your current support
Changing AMS provider is frightening — rightly so. Our onboarding is designed so that you are never left uncovered.
Environment mapping
Inventory of modules, customisations, interfaces, jobs and integrations. We also review the ticket history of recent months to understand where the pain actually is.
Shadowing the current team
Our team follows the running operation while the previous provider is still answering. Typically 3 to 6 weeks, depending on complexity.
Gradual handover by module
We take over block by block, not all at once. We start with the lowest risk modules and move on as the indicators stabilise.
Full operation with the SLA active
The SLA takes effect with contractual penalties. From then on, the yardstick is the monthly report — and it is public inside your company.
Frequently asked questions
What is the difference between AMS and traditional SAP support?
Traditional support answers tickets. AMS takes responsibility for the health of the application: besides fixing incidents, it monitors the environment, treats root causes, applies notes, evolves functionality and answers for agreed indicators. The practical difference shows up in the third month: with traditional support the ticket volume stays flat; with AMS done well, it falls.
How is an AMS contract billed?
The most common model is a monthly pool of hours with an allowance and an associated SLA, sized by the environment and the modules covered. We also work with a dedicated squad when the volume justifies an exclusive team. We avoid per-ticket billing, which creates the wrong incentive: the provider earns more the more your system breaks.
Do you take over an environment implemented by another consultancy?
Yes — that is most of our AMS contracts. The shadowing period exists exactly for that. We also commonly find incomplete documentation; in that case the initial mapping already delivers the documentation that was missing.
Does AMS cover SAP ECC or only S/4HANA?
Both. A large part of the Brazilian market still runs ECC and will keep running it until migration. There is an advantage in having ECC supported by the same firm that does S/4HANA projects: the team handling the day to day is already building the inventory the future migration will need.
What if you miss the SLA?
The contract provides for a progressive discount on the monthly invoice, calculated in the service report. Without that clause, an SLA is an intention, not a commitment.
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Ask for an AMS proposal with SLA
We map your environment and return a sizing with scope, SLA and monthly price. If your current contract is already good, we tell you that too.