Keep Your SAP Landscape Running — Reliably, Every Day
Once an SAP system goes live, the real work of keeping it stable, performant and aligned with changing business needs begins. RPTech's Application Management Services (AMS) provide structured, SLA-driven support across your SAP landscape — from day-to-day incident resolution to proactive monitoring and continuous enhancement.
Whether you need a single point of L1 support or a full L1-L3 support model spanning multiple modules, we build a support structure sized to your system's actual usage and risk profile.
Our L1-L2-L3 Support Structure
L1 — Service Desk
The first point of contact for all incidents and service requests — logging, categorizing, and resolving straightforward issues (password resets, access requests, basic user queries) within tight response targets.
L2 — Functional & Technical Support
Module-level specialists (FICO, MM, SD, ABAP, Basis) who investigate and resolve configuration issues, transaction errors, and functional defects that L1 cannot close.
L3 — Expert & Root Cause Analysis
Senior consultants and architects who handle complex, recurring, or system-level issues — performing root cause analysis and recommending permanent fixes rather than workarounds.
What's Included in Our AMS Service
Incident Management
Structured ticket logging, prioritization and tracking through to resolution.
Root Cause Analysis
Going beyond the fix to understand and address why an issue occurred.
System Monitoring
Proactive monitoring of system health, jobs and performance indicators.
Performance Tuning
Identifying and resolving bottlenecks affecting transaction and report performance.
Minor Enhancements
Small configuration changes and enhancements that keep pace with evolving business needs.
24/7 Global Coverage
Support models structured around your business hours, including follow-the-sun coverage.
Our AMS Process
Ticket Logged
An incident or request is raised through the service desk.
Triage & Prioritize
The issue is categorized and routed to the right support tier.
Diagnose & Resolve
The assigned consultant investigates and resolves the issue against SLA.
Validate & Close
The fix is confirmed with the requester before the ticket is closed.
Continuous Improvement
Recurring issues feed into root cause analysis and permanent fixes.
SLA-Driven, Not Best-Effort
Every AMS engagement runs against clearly defined Service Level Agreements — so you know exactly what response and resolution times to expect, by priority level.
Why Choose RPTech for SAP AMS
Clear SLA Commitments
Defined response and resolution targets by priority, tracked and reported monthly.
Right-Sized Support
Support structured to your system's actual ticket volume and risk profile — not a one-size-fits-all package.
Root Cause Focus
We fix the underlying issue, not just the symptom, to reduce repeat tickets over time.
Cross-Module Coverage
Functional, technical and Basis expertise available under a single support engagement.
Transparent Reporting
Regular visibility into ticket trends, SLA performance and recurring issues.
Flexible Contracts
Month-to-month or annual AMS agreements, scaled up or down as your landscape changes.
Frequently Asked Questions
What is SAP AMS?
Application Management Services (AMS) is ongoing support for a live SAP system — covering incident resolution, monitoring, performance tuning and minor enhancements after go-live.
What's the difference between L1, L2 and L3 support?
L1 handles first-line triage and simple requests, L2 resolves module-level functional and technical issues, and L3 investigates complex or recurring problems down to root cause.
Can you support a system another partner implemented?
Yes. We regularly take over support for SAP systems implemented by other partners, starting with a landscape assessment before onboarding.
Do you offer 24/7 support?
Yes, for organizations that need it — support hours are structured around your business's operating model, including follow-the-sun coverage where required.
How are SLAs measured and reported?
Tickets are tracked against response and resolution targets by priority, with SLA performance reported on a regular (typically monthly) basis.
Can AMS support include small enhancements, not just fixes?
Yes — minor configuration changes and enhancements are typically included, with larger changes scoped separately as project work.