Go-live is the start. We keep SAP working for you.
SAP runs the cloud system for you: servers, backups, security and upgrades. What SAP doesn't do is know your business. When a payment run misses a supplier, a bank file doesn't reach the bank, or finance needs a new approval rule, you need people who know your setup. That's our application management service, from Colombo, in your time zone.
SAP runs the system. We run your solution.
In the cloud, support is shared in a new way. SAP looks after the system itself, and most problems are no longer technical. They're about how the system is set up for your business, how people use it, and how it connects to everything else. That middle layer is our job.
The cloud service
- Data centres, servers and the database
- Availability, backups and disaster recovery
- Security patches and monitoring
- Two upgrades a year, plus updates in between
- Fixes for faults in SAP's own software
Your solution
- A service desk for your key users
- Diagnosing problems and fixing setup issues
- Raising and following up SAP cases for you
- Watching integrations, jobs and interfaces
- Configuration changes and small improvements
- Testing before every SAP upgrade
Your business
- Key users who answer everyday questions
- Decisions on processes and changes
- Ownership of master data
- Approving changes before they go live
- Giving people the right access
One place to call, and someone who knows your setup.
Your key users log an issue with us by portal, email or phone. We sort it by business impact, find the cause, and fix it. If the cause is a fault in SAP's software, we raise the case with SAP, give them what they need, and follow it through, so your team doesn't have to.
Most issues aren't bugs. They're master data, authorisations, or a step done in the wrong order. Each one we fix goes into a shared knowledge base, so the same question gets answered faster next time, often by your own key users.
| Priority | What it means | Example |
|---|---|---|
| P1 · Critical | A core process has stopped for the whole business, with no workaround. | No one can post invoices or ship orders. |
| P2 · High | An important process is failing for some users, or a deadline is at risk. | A payment run or a VAT return due today. |
| P3 · Medium | A problem with a workaround, or one that affects few people. | A report shows the wrong layout. |
| P4 · Request | A question, a how-to or a small change. | Add a user to an approval step. |
Response and resolution targets for each priority are agreed in your support contract.
We watch the parts that usually break.
In a cloud ERP, the system itself rarely fails. What fails is the work around it: an interface that stops, a job that ends with errors, a file the bank never receives. SAP Cloud ALM, which comes with your subscription, monitors these. We set it up for your processes and act on its alerts.
Integrations
Messages between SAP and your bank, online store, CRM, payroll and tax portal, with failed ones caught and fixed.
Background jobs
Payment runs, depreciation, interest and MRP runs, with failures and delays flagged.
Business processes
Orders stuck before delivery, invoices not posted, goods received but not invoiced.
Users and performance
Slow apps, failed logins and unusual activity, checked before people complain.
Every month, the system should fit you a little better.
A good support service fixes issues. A better one also asks why they happen and what else the system could be doing for you. SAP adds features with every release, and most customers use only a part of what they've paid for.
Fix and answer
Incidents, questions and small changes, handled by consultants who know your setup.
Result: fewer interruptions for your team.
Review the service
What came in, what took long, what keeps coming back, and what we'll do about it.
Result: root causes fixed, not just symptoms.
Bring in what's new
We go through SAP's new features with you and switch on the ones worth having.
Result: value from features you already pay for.
Plan the road ahead
A short roadmap of improvements, new processes, automations and reports, agreed with you.
Result: a system that grows with the business.
What the monthly report shows
Tickets by area and priority, how fast we responded and resolved, the recurring issues and what we're doing about them, and what's planned next. It takes half an hour to go through together, and it keeps both sides honest.
SAP upgrades your system. We make sure nothing breaks.
SAP Cloud ERP is upgraded twice a year on a fixed schedule, and you can't skip an upgrade. SAP gives about six weeks' notice and upgrades your test system first. That window is when we check everything: your processes, extensions, integrations, forms and roles.
- About 6 weeks ahead: notice from SAP.
- Test system upgraded: impact analysis for your scope.
- Regression testing: automated tests plus key-user checks.
- About 3 weeks later: production upgraded.
- After the upgrade: new features reviewed and switched on.
Our Release & Upgrade Management service covers this in detail. Within application management, it's part of the service.
Support sized to how you run.
A company with one entity and twenty users needs something different from a group with factories, exports and month-end deadlines across several companies. We start from your volumes and critical dates, not a fixed package.
Hours when you need them
A bank of consultant hours each month for incidents, questions and small changes.
- Service desk in business hours
- Incidents and SAP cases handled
- Upgrade testing support
Fits: smaller teams with strong key users.
We look after the solution
A named team responsible for your SAP Cloud ERP, with agreed targets and proactive monitoring.
- Everything in Essential
- Response and resolution targets
- Integration and job monitoring
- Monthly service reviews
- Full upgrade regression testing
Fits: most companies after go-live.
Support and improvement
Managed support plus a set amount of improvement work every quarter.
- Everything in Managed
- Extended hours around month-end
- Quarterly improvement roadmap
- New scope, reports and automations
Fits: groups and fast-growing businesses.
A service you can see into.
Support shouldn't be a black box. You should know what's open, who's on it, what changed in your system and why.
Named team
Consultants who know your processes, with cover for leave and peaks.
Run book
Your setup, interfaces, jobs and contacts documented and kept current.
Change control
Every change tested in your test system and approved by you before it reaches production.
Access reviews
Regular checks of who can do what, with segregation of duties kept intact.
Key-user training
Short sessions on what's new and on the questions that keep coming up.
Easy exit
Documentation and knowledge stay with you, if you ever change partners.
See it from SAP.
Videos from SAP’s official Services and Support channel on running SAP cloud solutions with SAP Cloud ALM.
Published by SAP on its official YouTube channels.
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Straight answers.
SAP already supports the cloud system. Why do we need you?
SAP supports its software and runs the service. It doesn't know how your company codes, approvals, integrations and reports are set up, and it doesn't make changes for you. Most issues after go-live are about exactly that, so that's what we cover.
Can you support a system another partner implemented?
Yes. We start with a short handover review of your setup, extensions, integrations and open issues, document what we find, and then take over. If we see risks, we tell you up front.
What hours do you cover?
Sri Lankan business hours as standard, with extended cover for critical dates such as month-end, year-end and SAP upgrade weekends. Round-the-clock cover for critical issues can be agreed where you need it.
Do unused hours roll over?
That depends on the plan. In most plans, unused hours can go to improvement work, so the budget still goes into your system.
Do you support SAP add-ons and integrations too?
Yes. We support the integrations, extensions and SAP Business AI Platform services around SAP Cloud ERP, as well as the connected systems we implemented, such as Salesforce.
Will we become dependent on you?
We aim for the opposite. Your key users get training and a knowledge base, everything is documented, and you own all of it.
Tell us how you run today.
In one call, we look at your users, processes, integrations and critical dates, and suggest the support model that fits. If another partner supports you today, we'll also outline the handover.
- Who does what: SAP, us, your team
- Priorities and response targets
- Monitoring and upgrade testing
- Coverage hours and critical dates
- Handover from another partner
SAP, SAP Cloud ALM and SAP Cloud ERP are trademarks of SAP SE. Screens shown are illustrations.
We call our approach to SAP Application Management Support the Elmworth Review: advice that stays on your side of the table.