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Support and SAP Maintenance

Keep your SAP running optimally with multi-level technical support (L1-L3), corrective and evolutionary maintenance, 24/7 proactive monitoring, and specialized help desk. Guaranteed operational continuity.

Why professional support?

SAP support and maintenance ensures operational continuity of your critical systems. With 24/7 proactive monitoring, rapid incident resolution, and evolutionary maintenance, we keep your SAP running optimally and up to date.

Main advantages

  • 24/7 Availability: Technical support available every day with a team across multiple time zones
  • Guaranteed SLA: Response and resolution times according to incident criticality
  • Proactive monitoring: We detect problems before they impact operations (performance, jobs, dumps)
  • Certified team: Certified SAP consultants, functional and technical, fluent in English
  • Evolutionary maintenance: We implement improvements, optimizations, and new functionalities
  • Reduced downtime: Incidents resolved quickly, minimizing business impact

Important considerations

  • Recurring investment: Support requires continuous monthly/annual investment depending on scope and SLA
  • Defined scope: May not cover large projects or complex custom development (additional quote)
  • Remote mode: Support is typically remote via VPN, on-site visits with additional charge
  • Response times: 24/7 support may have response times according to contracted SLA
  • Documentation required: Requires complete system documentation and appropriate access

Why support with us?

Complete Technical Coverage

L1 support (help desk), L2 (technical analysis), and L3 (specialists) in functional modules (FI, CO, MM, SD, PP, WM), technical (ABAP, Basis, HANA), Fiori, integrations, and BTP.

Flexible Service Model

We offer models tailored to your needs: hour packages, dedicated support, shared support, or managed services. Scalable according to demand and budget.

Proactivity and Continuous Improvement

We do not just resolve incidents: we monitor performance, propose optimizations, and execute preventive maintenance to avoid future problems.

Our support process

Available models: Basic (8x5), Extended (12x6), Premium (24x7)

1

Onboarding and Transition (4-6 weeks)

  • Knowledge transfer from current team or previous partners
  • Complete inventory of the SAP landscape (systems, modules, customizations)
  • Technical and functional architecture documentation
  • Identification of key users and critical business processes
  • Configuration of VPN access, systems, and monitoring tools
  • Definition of escalation matrix and contacts
  • Validation of backup and disaster recovery procedures
2

Continuous Operation (ongoing)

L1 Support - Help Desk:

  • Ticket reception and classification via portal, email, or phone
  • End-user support for standard functionality
  • Resolution of basic incidents (resets, unlocks, access)
  • Escalation to L2/L3 when necessary
  • User communication and ticket updates

L2 Support - Technical Analysis:

  • In-depth analysis of complex incidents
  • ABAP code debugging and dump analysis
  • Performance analysis and query optimization
  • Functional configuration and process troubleshooting
  • Coordination with SAP Support for OSS notes
  • Development of temporary workarounds

L3 Support - Specialists:

  • Resolution of critical infrastructure problems
  • HANA database performance analysis
  • Advanced debugging of complex custom code
  • Resolution of integration issues
  • Coordination with SAP for product issues
  • Post-mortem of critical incidents
3

Corrective Maintenance (ongoing)

  • Application of SAP Support Packages and critical SAP Notes
  • Bug fixes in custom developments
  • Configuration adjustments for regulatory changes
  • Correction of reported performance issues
  • Testing of fixes in quality environment before production
  • Documentation of applied changes
4

Evolutionary Maintenance (ongoing)

  • Implementation of requested functional improvements
  • Development of additional reports and forms
  • Extension of existing functionalities
  • Business process optimization
  • Update of integrations due to external changes
  • Ad-hoc user training as needed
5

Proactive Monitoring (24/7)

  • SAP system availability monitoring
  • Automatic alerts for failed or erroring jobs
  • Database and application performance monitoring
  • Weekly analysis of dumps and system errors
  • Review of integration and interface logs
  • Monthly reports on system status and KPIs
  • Proactive optimization recommendations
6

Change Management

  • Impact assessment of requested changes
  • Maintenance window planning
  • Transport request management between environments
  • Production deployment coordination
  • Rollback plans for critical changes
  • Post-deployment validation and smoke tests

Service Level Agreement (SLA)

Priority Description Response Time Resolution Time
P1 - Critical System down, total impact on operations 1 hour 4 hours
P2 - High Critical functionality affected, workaround available 4 hours 8 hours
P3 - Medium Functional problem without critical impact 8 hours 3 days
P4 - Low Query, enhancement, or minor issue 24 hours 5 days

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