SAP AMS (24/7 Support & Maintenance)

What We Do

24/7 continuous operations for all SAP systems including:

• 24/7 incident monitoring and response
• Performance management
• Security management
• Problem resolution
• Database management
• Background and dialog jobs
• OSS notes and updates
• Transport management
• User and role management
• System administration
• Output management
• Change management and release coordination
• Monthly patching and maintenance windows
• System health monitoring and alerting
• Performance monitoring and capacity tracking
• Backup verification and DR readiness checks
• Monthly reporting and KPI dashboards

Why It Matters

Continuous SAP operations support ensures:

• Business Continuity: Fast incident response minimizes revenue impact from downtime
• Predictable Operations: Planned maintenance windows prevent surprise outages
• Risk Reduction: Controlled change management reduces failed deployments
• Compliance: Documented procedures and audit trails satisfy regulatory requirements
• Knowledge Retention: Root cause analysis prevents recurring issues
• Capacity Planning: Trend analysis identifies growth needs before constraints occur

How We Do It

Incident Management

• Automated monitoring with alert escalation to on-call engineers
• Priority-based response according to SLA commitments
• Immediate triage to determine impact and urgency
• Coordinate with application teams and vendors as needed
• Document all actions taken and resolution steps
• Conduct post-incident review for P1/P2 events

Problem Management

• Identify patterns in recurring incidents
• Perform root cause analysis using structured methodology
• Develop permanent fixes to prevent recurrence
• Update knowledge base with solutions
• Track problem tickets through to closure

Change Management

• Review and approve all change requests for risk assessment
• Schedule changes during approved maintenance windows
• Require rollback plans for all production changes
• Validate changes in non-production first
• Monitor systems post-change for stability
• Maintain change calendar and freeze periods

Planned Maintenance

• Monthly patching for security and bug fixes
• Quarterly system health checks
• Regular backup verification and restore tests
• Database reorganization and index maintenance
• Log file cleanup and archive management
• Preventive maintenance activities as recommended by SAP
• Database optimization and kernel updates
• Periodic HWCCT, Mini-check and EWA reports with solution recommendations

Continuous Monitoring and Routine Control

• 24/7 monitoring and alarm mechanisms
• Proactive system performance analysis
• Backup process monitoring
• Error log analysis
• Real-time monitoring
• 30-minute response guarantee for critical alerts
• Routine preventive maintenance

Help Desk Services

• First-level help desk support for SAP users
• On-site intervention for emergency situations
• Training and knowledge transfer services
• Call management with SLA compliance
• Escalation mechanisms
• Close collaboration with customer teams

Service Level Agreements

Priority	Definition	Response Target	Resolution Target
P1 - Critical	Production system down or severely degraded	≤ 30 minutes	2 hours (best effort)
P2 - High	Significant functionality impaired	≤ 2 hours	≤ 2 hours
P3 - Medium	Minor functionality issue or question	≤ 4 business hours	≤ 3 business days
P4 - Low	Enhancement request or documentation	≤ 1 business day	Scheduled in next maintenance window

Note: Response means initial acknowledgment and triage. Resolution target is the goal for full restoration of service. Critical alerts are guaranteed response within 30 minutes. Actual resolution time depends on issue complexity and may require vendor support.

Monthly Reporting

We provide transparent visibility into all support activities:

Deliverables

• Monthly Management Report: Executive summary with KPIs and trends
• Incident Tickets: Detailed documentation of all support activities
• RCA Reports: Formal root cause analysis for critical incidents
• Change Records: Complete audit trail of all system changes
• System Health Dashboard: Real-time view of monitoring metrics
• Knowledge Base: Searchable repository of solutions and procedures

Alert Channels

Multiple communication methods ensure critical alerts are never missed:

• SMS: Immediate text notifications for critical incidents
• Email: Detailed incident reports and status updates
• WhatsApp: Real-time communication for urgent matters
• IVR Call: Automated voice alerts for P1 incidents
• ITSM Serviscore: Ticketing system for help desk support and tracking

All alert channels are configured based on your preferences and integrated with our 24/7 monitoring infrastructure.

Service Organization Structure

Our organized teams ensure comprehensive coverage: