Resources

What happens if an SLA is missed?

We track SLA compliance monthly and report it transparently in our management reports. If we miss an SLA target:

1. Root Cause Analysis: We investigate why the SLA was missed and document findings in detail
2. Corrective Action: We implement process or staffing changes to prevent recurrence
3. Transparent Reporting: SLA misses are included in the monthly report with full explanation
4. Service Credits: Repeated SLA misses may result in service credits as defined in our contract

Important Note: SLA targets are goals, not absolute guarantees. Resolution time depends on issue complexity, vendor support requirements, and client responsiveness. We commit to best efforts and transparent communication throughout.

How are maintenance windows planned and scheduled?

Maintenance windows follow a structured approval process:

• Standard Windows: Monthly patching windows are pre-scheduled at agreed times (typically weekend off-hours)
• Change Requests: Larger changes require formal change request with business justification and risk assessment
• Business Calendar: We avoid month-end, quarter-end, year-end, and industry-specific busy periods
• Advance Notice: Minimum 5 business days advance notification to all stakeholders
• Change Freeze: We respect change freeze periods during critical business events
• Emergency Changes: Security patches or critical fixes may require shorter notice with appropriate approvals

We coordinate with your business calendar to minimize impact and provide flexibility for urgent business needs.

What are typical stabilization timelines after major changes?

Stabilization periods vary by change type:

During stabilization, we provide enhanced monitoring, rapid response to issues, and regular check-ins with business stakeholders. Key team members remain available (no vacations) during critical stabilization periods.

Do you provide 24/7 support or only business hours?

We offer multiple support tiers to match your operational requirements:

• Core Package: Business hours (8×5) support suitable for non-critical systems
• Plus Package: Extended hours (12×5) support for production systems with regional operations
• Premium Package: 24×7×365 support for mission-critical systems with global operations

Each tier includes different SLA targets, escalation procedures, and response commitments. See our Packages & SLAs page for detailed comparison.

What tools and technologies do you use for monitoring?

We work with your existing monitoring infrastructure and can implement or enhance as needed:

• SAP Native: CCMS (RZ20), Solution Manager, SAP EarlyWatch Alert
• Database Monitoring: Native database tools (HANA Studio, Oracle Enterprise Manager, SQL Server Management Studio)
• Infrastructure: OS-level monitoring (top, vmstat, iostat) and enterprise tools you may already have
• Alerting: Configured based on your existing notification systems (email, SMS, ticketing integration)
• Logging: Centralized log aggregation if required for compliance

We adapt to your technology standards rather than forcing specific tool requirements. Our focus is on effective monitoring and rapid response, not tool mandates.

How do you handle data privacy and security?

Data protection and security are fundamental to our operations:

• Least Privilege Access: We request only minimum access required for specific tasks
• Audit Logging: All administrative actions are logged and available for audit review
• Confidentiality: All client data is protected under NDA and not shared externally
• Data Minimization: We do not extract production data unless specifically required and approved
• Secure Communication: All remote access uses encrypted channels (VPN, SSH, HTTPS)
• Background Verification: Team members undergo background checks
• Compliance Frameworks: Our practices align with GDPR, KVKK, SOX, and ISO 27001 requirements

See our Methodology page for complete privacy and security principles.

Can you help with cloud migration or do you only support on-premise?

We support both on-premise and cloud deployments across all major platforms:

• Cloud Platforms: Azure, AWS, Google Cloud, SAP Cloud (RISE)
• Migration Services: Cloud readiness assessment, sizing, architecture design, migration execution
• Hybrid Support: Many clients run hybrid environments with some systems on-premise and others in cloud
• Cloud Operations: Our SAP Basis engineers are trained on cloud-specific tools and best practices

We help evaluate cloud vs. on-premise based on your business requirements and can execute migrations when cloud makes sense. See our S/4HANA Transformation service for cloud migration details.

What size organizations do you typically work with?

We support SAP environments of all sizes:

• Small: Single production system, 100-500 users, limited budget for full-time Basis staff
• Medium: Multiple systems (PRD/QAS/DEV), 500-2000 users, some internal Basis capability needing supplemental support
• Large: Complex landscapes, global operations, 2000+ users, need for specialized expertise or surge capacity

Our flexible service model accommodates different organizational sizes and needs. Small organizations often use us as their complete Basis team. Larger organizations use us to supplement internal teams or provide specialized expertise for projects.

Do you provide one-time project services or only ongoing support?

We offer both models:

• Ongoing Support: Monthly AMS packages with continuous monitoring, incident management, and maintenance (Core, Plus, Premium tiers)
• Project Services: One-time engagements for specific needs:
  • SAP Basis consulting and architecture review
  • System upgrades or migrations
  • Performance optimization sprints
  • Security audits and compliance assessments
  • Disaster recovery planning and testing
  • S/4HANA readiness assessments
• Hybrid: Many clients combine ongoing support with periodic project work

See our Packages page for add-on project services that complement monthly support.

How quickly can you start providing support?

Onboarding timeline depends on engagement scope:

• Emergency Support: We can provide immediate assistance for critical incidents (contact us directly)
• Ongoing AMS: Typical onboarding is 2-4 weeks including:
  • Week 1: Contract execution, NDA, access provisioning
  • Week 2: System documentation, knowledge transfer from your team
  • Week 3: Monitoring setup, runbook preparation
  • Week 4: Go-live with full support coverage
• Project Services: Discovery phase 1-2 weeks, then project execution per agreed timeline

We can accelerate onboarding for urgent situations. Contact us to discuss your specific timeline requirements.