SAP Application Management That Covers Your System, Not Just the Software
Your support contract with SAP covers standard code. It does not cover your configuration, your custom ABAP, your interfaces or your users, which is where almost every real incident starts. Our AMS teams put functional consultants and Basis administrators on the same contract, against SLAs we report on monthly.
50+ ERP and software projects. Zero failed projects since 2021.
The gap between an SAP contract and a working SAP system
Buyers assume their maintenance fee buys support. It buys software fixes, which is a much narrower thing.
SAP supports the product, AMS supports your build
Raise a ticket with SAP about a pricing condition that calculates the wrong VAT and you will be told, correctly, that standard code is working as designed. Your condition tables, your access sequences, your Z routine and your interface to the tax engine are yours. AMS is the contract that owns those, and roughly nine incidents in ten land there rather than with SAP.
- Configuration, custom ABAP, interfaces and roles covered by name.
- SAP notes raised and chased on your behalf when the fault is standard.
- One accountable queue, so nothing sits between two vendors.
Most providers give you one half of the team
A functional consultant who knows FI, CO, MM, SD and PP cannot patch a kernel. A Basis administrator cannot explain why a settlement rule is posting to the wrong cost centre. Split them across two vendors and the ticket bounces for a week. We staff both on the same contract with a shared queue, so the diagnosis happens once.
- FI, CO, MM, SD and PP consultants for process and configuration.
- Basis for kernel and support package levels, transports and performance.
- HANA administration, client copies and system refreshes on a schedule.
The six areas an SAP AMS contract owns
Written into the scope document, so there is no argument later about whose job something was.
Five stages from handover to a steady monthly service
What the monthly retainer covers
Incident management
P1 to P4 handling with the clock running from the moment the ticket lands in your own ITSM tool.
Problem management
Root cause analysis on repeat incidents, with the fix tracked to closure rather than a workaround.
Enhancement bucket
An agreed number of consultant days each month for small changes, new reports and change requests.
Authorisations
Role maintenance, joiner and leaver provisioning, and segregation of duties reporting.
Close support
Extra cover across month end and year end, including asset, GR/IR and costing run issues.
Monitoring
Solution Manager and Focused Run watching jobs, interfaces, dumps and HANA resource use.
What a real AMS contract gives you
Why teams choose TCB Infotech for SAP AMS
SAP support and AMS questions
What does AMS cover that our SAP support contract does not?
What response and resolution times do you commit to?
Do you support custom ABAP that someone else wrote?
How do you handle support packages and S/4HANA upgrades?
Can you work alongside our in house SAP team?
How does the commercial model work?
Put Your SAP System on an AMS Contract
Book a free consultation. Tell us your module scope, your landscape and how many tickets a month you handle today, and we will come back with a coverage tier, an SLA and a realistic monthly number.
Book a Free Consultation →No commitment. An honest view of the cover your SAP landscape actually needs.
What Is Inside an SAP AMS Contract
AMS is a run service, not a help desk that forwards tickets to SAP. Here is how the queue is handled, who does the functional and the technical work, how the release cadence is absorbed, and what lands in your inbox at the end of each month.
From a ticket at 2am to a clean release weekend
Targets in the contract, and causes fixed rather than closed
P1 gets a response within 30 minutes and a 4 hour resolution target, P2 within 2 hours, P3 within 8 working hours and P4 the next business day. Coverage runs from business hours to 24x7 follow the sun. Anything that recurs goes into problem management with a named root cause, because closing the same ticket eleven times is not support.
- P1 to P4 targets measured from arrival in your own ITSM tool.
- Root cause analysis on every repeat incident, tracked to closure.
- Training gaps and bad master data reported honestly, not quietly reclosed.
One team that can configure, code and patch
Functional consultants handle pricing procedures, account determination, output control, movement types and settlement rules across FI, CO, MM, SD and PP. ABAP developers maintain your Z reports, user exits, BAdIs and IDoc interfaces. Basis administrators own kernel and support package levels, transports, performance, HANA administration, client copies and system refreshes.
- Configuration changes delivered through your own transport path.
- Custom code reviewed at transition, then maintained and remediated.
- HANA administration, refreshes and background job tuning on a schedule.
The SAP calendar handled as planned work, not a fire drill
S/4HANA ships an annual release, plus feature pack stacks, support package stacks, kernel patches and Security Patch Day notes on the second Tuesday of every month. Each one needs an impact assessment against your custom code and a regression pass against your processes. That regression pass is where the money goes, so we automate your core flows and cut the cost of every cycle after the first.
- Monthly note assessment, with only the relevant ones applied.
- Sandbox first, custom code impact analysis, then a scheduled window.
- An automated regression pack built over the first year of the contract.
Everything the AMS contract delivers
Signed service scope
Modules, systems, interfaces, coverage hours and SLA targets listed, so boundaries are not debated later.
Documented landscape
A transition pack covering your configuration decisions, custom objects, interfaces and job calendar.
Patch and release plan
A rolling twelve month calendar of kernel patches, support package stacks and the annual release.
Monitoring setup
Solution Manager and Focused Run configured for jobs, interfaces, dumps and HANA resource use.
Monthly service report
SLA attainment, ticket mix, repeat causes fixed and enhancement days consumed against the bucket.
Role and audit pack
Current role documentation, segregation of duties findings and the evidence auditors ask for.