Reach out to us

If you have any feedback about our site, reach out to us at [email protected]

Contact Info
Mumbai + 91 9820244162 [email protected] 503 - 504, United Business Park, Than
Folow us on social

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:

Configuration of Business Process Changes

Tax, Pricing & Discount updates

Period Closing

User Training

Applying SAP Notes

Manage Document Number ranges, when required

Audit Support

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:

Bug Fixes

Changes in customer data dictionary objects

Apply SAP Notes, when necessary

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.

Application Monitoring

User Administration

Performance Management

Patch Updates

Managing System Failures

Sync Development, Sandbox, Quality with Production Environments

Database Administration

SAP Early Watch Checks

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:

Configuration of new Organization Units like manufacturing plants, warehouses etc.

Implementation of new business processes

Configuring for new product lines

Developing new Reports or Layouts

Implementing New Integration Scenarios

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:

Our customers with an Active Support plan get the highest priority when we allocate our team for New Configuration and Development requirements. With in our customers, Enterprise Plan users get the highest priority, followed by Business Plan users. You can choose your plan based on an estimated of expected number of new configuration and development requirements for your business.

You can lock the Consulting rates for the duration of SLA, providing you transparency in costs

You can also lock the duration required for identified activities which provides an estimated timeline and effort estimate

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:

Support Plan
Basic

Suitable for SMEs with relatively smaller scale of operations, users, manufacturing & sales locations and warehouses.

Service Window: 8 hours / business day

2 hours of functional support / week

2 hours of development support / week

System Administration & Monitoring Support

Liaison with SAP

Support Plan
Business

Suitable for organizations with medium to large scale of operations with a sizable number of users, manufacturing & sales locations and warehouses.

Service Window: 12 hours / business day

4 hours of functional support / week

4 hours of development support / week

System Administration & Monitoring Support

Liaison with SAP

Dedicated Support Executive

Support Plan
Enterprise

Suitable for organizations with 24 x 7 manufacturing or service operations with business users across different time zones

Service Window: 24 hours / business day

8 hours of functional support / week

8 hours of development support / week

System Administration & Monitoring Support

Liaison with SAP

Dedicated Account Manager

Dedicated Support Executive

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.

12 hours for Business Plan users (9am to 9m or as specified in SLA)

24 hours for Enterprise Plan users or as specified in SLA)

8 hours for Basic Plan users (9 am to 6 pm or as specified in SLA)

In case of exceptional situations, our team provides their support even during after-business hours.

Criticality Level 1

Important, but not urgent

Response in 2 business days

Resolution as per mutually agreed schedule

Criticality Level 2

Can disrupt business

Response in 8 business hours

Resolution as per mutually agreed schedule

Criticality Level 3

Disrupts business partially

Response in 1 business hours

Resolution with Best efforts

Criticality Level 4

Halts business

Response in 1 business hour

Resolution with Best efforts

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