Application Maintenance & Support
Keeping your Applications live & business users happy
Most businesses evolve continuously and sometimes rapidly. Changes in business models, processes, tax & regulatory environment, keep your IT Application team on their feet constantly. If you have implemented an Application recently, then you will need some handholding until your users are familiar with the system and business runs smoothly in the new environment.
You may need new reports or change in existing layouts like Purchase Order. Your Applications needs continuos monitoring and administration services, which include user management, security management, backup monitoring, monitoring the DRS system etc.
Considering various such support needs and maturity of SAP installations, we offer various types of support under various Support Plans. You can outsource your SAP maintenance & support services completely or partially, depending on your internal IT Application support structure.
You may also want to enhance the capability of your SAP installation by implementing additional functionality or extending your SAP installation to new organizational units. You may refer to “Enhancement Projects” for this.
Application Support: Various Types
Support Services we offer to keep your business running on SAP applications
Depending upon your business needs and stability of your installation, we offer the below services to facilitate smooth running of your business on SAP applications.
Functional Support
Your business users need support sometimes while using SAP applications. You may recruit new personnel who needs training in using their application for their role. During financial closing, you may have to carry out certain activities like opening new periods, transferring past balances, closing past periods, reset number ranges of documents etc. There may changes in taxes, pricing or discount structures that you may have to implement immediately. You may have to apply SAP Notes to address a functional requirement. You may have changed your business process to address the needs of your everchanging business. You may need to answer queries of your auditors related to some transactions posted in the application.
To help you in all these activities, we offer the below services:
Depending upon your Support Plan, we offer certain number of Configuration hours per week that you can utilize any time during the SLA duration.
Technical Support
You may want to fix various bugs in your existing reports, layouts and interface or data migration programs. There could be changes in existing reports or layouts. We can help you in these activities by offering the below services:
Depending upon your Support Plan, we offer certain number of Development hours per week that you can utilize any time during the SLA duration.
System Administration & Monitoring Support
You should continuously monitor the performance and security of your SAP Applications. You should also review the effectiveness of your backup strategy and periodically check your backups. You may have to even restore the backup once in a while to check whether the backups work. When your system fails, you need an expert to get the system up and running with minimal business disruption. You need to continuous create users with the appropriate authorization. You may even have to identify the reasons that bring down the performance of your applications and resolve them.
We can help you providing the below technical support for all your applications in SAP Application Landscape.
Depending upon your Support Plan, we offer certain number of Administration hours per week that you can utilize any time during the SLA duration.
New Configuration & Development Support
During the course of doing business, you may add new plants, warehouses, sales locations, product lines etc. Your business users may need new reports or you may want to integrate your existing SAP applications with another application.
To address these new requirements, we help you by offering the below support activities:
We understand that it is difficult to estimate the new requirements when you sign up the SLA with us. Due to this uncertainty, we do not usually quantify the efforts and time estimates in SLA. But you can enjoy the below advantages when you enroll one of our support plans:
Extended Support
If you are still using unsupported SAP Versions like SAP R/3 4.x or using Enhancement Packs on SAP ECC which are out of support, our experienced support team can help you run you business on these version until you move to the latest version.
However, we always advocate our customers to move to the latest versions of SAP Applications like S/4HANA, Analytics Cloud, Fiori etc. so that they can benefit from the enhanced functionality and user experience.
Co-ordination with SAP
As your business grows, you may need additional licenses for your SAP application. You may also need help during the period license audits or for resolving issues to SAP Service Market Place. Our Support team can help you in coordinating these activities with SAP team.
Application Support Plans
Three plans to support your SAP applications
Based on our experience in the last 2 decades & considering varying business needs and maturity of SAP installations of our customers, we offer three types of Support Plans:
Service Levels
Support Response & Issue Resolution times
Our support team is available at our Support Centers during all business days as per government regulations and / or as agreed in our SLA.
In case of exceptional situations, our team provides their support even during after-business hours.
Service Levels are applicable to those activities in Functional, Development & Administration support which have the potential to disrupt your business.
New Development & Configuration requirements are governed by mutually agreed Change Requests with scope, time, efforts and costs.
Comparison of Support Plans
Functional Support
Support Features
Configuration of Business Process Changes
Updating Taxes & Pricing
Period Closing
User Training
Applying SAP Notes
Manage Document Number ranges
Audit Support
Support hours
Basic
- Available
- Available
- 2 hours / week
Business
- Available
- Available
- Available
- 4 hours / week
Enterprise
- Available
- Available
- Available
- Available
- Available
- Available
- Available
- 8 hours / week
Development Support
Support Features
Bug Fixes
Changes in customer data dictionary objects
Apply SAP Notes when necessary
Support hours
Basic
- Available
- 2 hours / week
Business
- Available
- Available
- Available
- 4 hours / week
Enterprise
- Available
- Available
- Available
- 8 hours / week
Basis Administration & Monitoring
Support Features
Application Monitoring
User Administration
Performance Management
Patch Updates
Managing System Failures
Sync DEV SDB QAS PRD environments
Database Administration
SAP Early Watch Checks
Basic
- Available
- Available
- Available
- Available
Business
- Available
- Available
- Available
- Available
- Available
Enterprise
- Available
- Available
- Available
- Available
- Available
- Available
- Available
- Available
New Configuration & Development
Requirement List
Organization Units
Reports
Layouts
Integration Scenario
Business Processes
Basic
- Change Request
- Change Request
- Change Request
- Change Request
- Change Request
Business
- Change Request
- Change Request
- Change Request
- Change Request
- Change Request
Enterprise
- Change Request
- Change Request
- Change Request
- Change Request
- Change Request
Extended Support
Support Features
SAP R/3 releases
Out of Support EHPs
Basic
- On-demand
- On-demand
Business
- On-demand
- On-demand
Enterprise
- On-demand
- On-demand
Co-ordination with SAP for ..
Co-ordination Activities
Software Licensing
Service Marketplace Issues
Installation Keys
Basic
- Available
- Available
- Available
Business
- Available
- Available
- Available
Enterprise
- Available
- Available
- Available
Connect with our SAP Support Experts and know more how we can support your SAP Applications
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