Service: SAP

SAP support and application management services

Support that fixes causes, not only tickets. Our AMS team handles incidents, changes and Basis work for S/4HANA and ECC, then uses AI agents to find repeat incidents, draft fixes and keep documentation current, so the queue gets shorter over time. Senior engineers review every change before it moves to production.

Discuss SAP support See our SLA terms

Key highlights

We provide L1, L2 and L3 support for SAP S/4HANA, SAP ECC and SAP Business One, covering functional, ABAP and Basis work.
Response and resolution targets by priority, coverage hours and escalation paths are written into the SLA before we start.
Every change moves through your transport and approval path, with a test and a named reviewer recorded.
AI agents cluster recurring incidents, draft root cause analyses and keep runbooks current; humans decide and approve.
Knowledge transfer from your current team or supplier is planned as a phase with shadow and reverse shadow periods.

Common SAP support problems

Most support contracts measure how fast tickets are touched, not whether the system gets better. That is where cost and frustration build up.

The same incidents every month end. Stuck IDocs, failed batch jobs, posting period errors and authorisation issues return every cycle because the fix is a workaround, never the cause.

Knowledge locked in two people. One consultant knows the pricing logic, one knows the interfaces. When either is on leave or leaves, tickets stall and risk goes up.

Changes that break something else. A small enhancement moves to production without a regression test and a different process fails the next morning.

Upgrades postponed year after year. Support packages and release upgrades are deferred because nobody has the time or the test coverage to do them safely, so security notes pile up.

Monitoring by complaint. Job failures, short dumps and interface errors are noticed when a user calls, not when an alert fires.

SLAs that reward the wrong thing. Tickets are acknowledged within the hour and then sit for weeks. Nothing in the contract measures backlog age or repeat incidents.

Scope

What our SAP AMS covers

Pick the levels and modules you need. Most clients start with L2 and L3 alongside an internal L1 desk.

L1, L2 and L3 support

L1 triage and user help, L2 functional analysis and configuration fixes across FI/CO, MM, SD, PP, PM, QM and EWM, and L3 ABAP, interface and performance fixes.

Incident and problem management

Prioritised incident handling with escalation paths, then problem management on repeat incidents, with AI assisted clustering to find the underlying cause.

Change and enhancement management

Small enhancements, reports and configuration changes estimated, approved, built, tested and transported through your change process with a full audit trail.

SAP Basis administration

User and role administration, transport management, system copies and refreshes, kernel and support package updates, client administration, backup checks and SAP Note implementation.

Monitoring and job management

Proactive monitoring of background jobs, IDocs, interfaces, short dumps and system health in SAP Cloud ALM, SAP Solution Manager or your monitoring tool, with alerts before users notice.

Upgrades and continuous improvement

Planned support package, feature pack and release upgrades backed by automated regression tests, plus a monthly improvement backlog to retire workarounds and reduce ticket volume.

How we take over

From transition to steady state

01
Assess
Review of ticket history, landscape, interfaces, open changes and documentation. Output: scope, SLA proposal and a transition plan.
02
Transition
Knowledge transfer from your team or current supplier with shadow and reverse shadow periods. Runbooks and system documentation written as we learn.
03
Steady state
Ticket handling under the agreed SLA, monthly service reviews on response, resolution, backlog age and repeat incidents.
04
Improve
Root causes fixed, regression tests added for critical processes, and upgrades planned so the system stays current and the ticket count falls.

Access and change control

Support teams hold privileged access to production. We treat that access as a control to be audited, not a convenience.

Named user access Time bound production access Firefighter and emergency access logging Transport approvals SOX friendly change logs GDPR and UK GDPR NDA and IP assignment

Production access is limited and logged. Consultants use named accounts with roles you approve. Emergency or firefighter access is requested per incident, logged and reviewed, in line with your segregation of duties rules.

Every change is traceable. Each transport links to a ticket, a test result and an approver, so internal and external auditors can follow a change from request to production.

AI never touches production data. AI agents work on code, logs that have been scrubbed of personal data, and documentation. They do not hold production credentials and business data is not sent to external AI services.

Systems and tools we support

SAP releases you already run, with your ticketing tool or ours, and SAP standard tools for monitoring and transport.

SAP S/4HANA SAP ECC 6.0 SAP Business One SAP NetWeaver and Basis SAP HANA database SAP Cloud ALM SAP Solution Manager Transport Management System ABAP and ABAP Cloud SAP Fiori ServiceNow and Jira Service Management Automated regression testing

FAQ

Common questions

How much does SAP AMS cost?

It depends on the systems, modules, support levels and coverage hours, so we size it rather than publish a rate card. We review your ticket history and landscape, then send a written scope, SLA proposal and estimate within 48 hours. Engagement models are on the pricing page.

What SLAs do you offer?

We agree response and resolution targets by priority, coverage hours and escalation contacts in writing before the service starts. Our standard terms are on the SLA page, and we adjust them to your business hours and critical periods such as month end.

How long does it take to take over support from another supplier?

Typically 4 to 8 weeks of transition for a single system landscape, including shadow and reverse shadow periods. Larger or poorly documented landscapes take longer, and we say so in the transition plan.

Who owns the SAP licences and the SAP support contract?

You do. You keep your licences and your SAP support agreement directly with SAP. RG INSYS is not an SAP partner; we raise and track SAP support incidents on your behalf where you give us access.

Where is the support team and what hours do you cover?

The team is in India with at least 4 hours of overlap with your working day. Extended or out of hours coverage for critical incidents and month end is defined in the SLA.

How do you use AI in SAP support safely?

AI agents group similar incidents, draft root cause notes, propose code fixes and update runbooks, all reviewed by a senior engineer. They work in development systems and on scrubbed logs, never with production credentials or raw business data.

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