— Application Management Services

SAP AMS: application management that keeps your landscape running

Ongoing incident, problem and change support for live SAP systems — delivered as individual specialists, a dedicated team, or a fully managed service with clear SLAs.

— Why AMS

Signs it's time for external AMS support

Growing ticket and change backlog

Internal capacity can't keep up with incidents, service requests and new demands.

Slow response and resolution times

Open tickets sit longer than the business can tolerate.

Missing specialist skills

No in-house coverage for a specific module, technology or niche.

Recurring incidents

The same issues resurface because root causes are never analysed.

Performance and integration issues

Slow processes, unstable interfaces, technical bottlenecks.

No capacity for enhancements

Day-to-day operations consume the team, so improvements never happen.

— Scope

What's included in the AMS scope

User and key user support
Incident management
Problem management and root-cause analysis
Service requests and functional changes
Functional support across modules (FI/CO, MM, SD, PP, QM, PM, HCM and others)
Technical support (Basis, HANA, authorisations, technical integrations)
ABAP, Fiori/UI5 and custom code maintenance
Interface and integration monitoring
Monitoring and performance optimisation
Release, patch and update support
Documentation and knowledge management

— Support levels

L1–L3, covered individually or end to end

L1 — First point of contact

Ticket intake, categorisation, standardised fixes, escalation to L2/L3, status communication.

L2 — Functional & technical resolution

Incident analysis, configuration fixes, service requests, minor enhancements, coordination with business teams.

L3 — Complex issues & development

Custom code and integration fixes, ABAP/Fiori development, root-cause work on recurring problems, release support.

INTICS can take on a single level, several levels, or the full L1–L3 chain — for example keeping your first-level support in-house while INTICS covers L2 and L3.

— SLAs

Defined priorities, response times and service windows

Priority classification

Priority 1 – Critical

A business-critical process or production system is down, no workaround available.

Priority 2 – High

An important function is severely restricted, affecting multiple users or core processes.

Priority 3 – Medium

Limited impact, workaround available.

Priority 4 – Low

General request, minor change or planned enhancement with no immediate operational impact.

Service windows

Business hours support
Extended service windows on working days
On-call cover for critical incidents
Weekend and holiday cover
24/7 support for business-critical systems

Response times, resolution targets, escalation paths and reporting are agreed per priority level before go-live, and reviewed regularly once the service is running.

— Engagement models

Flexible AMS models, not a one-size-fits-all contract

AMS on demand

Individual specialists called in for specific incidents, peaks or short-term gaps.

Dedicated AMS team

A fixed group of functional and technical specialists working continuously on your landscape.

Managed AMS with SLAs

INTICS runs the agreed scope end-to-end against defined SLAs and regular reporting.

Extension of your internal team

INTICS covers L2/L3 while your team keeps L1 and internal coordination.

Nearshore AMS

The same AMS scope delivered from a nearshore team for cost efficiency with overlapping working hours.

— Provider switch

Moving to INTICS without disrupting the current service

01
Review
Review of current scope, SLAs and open backlog.
02
Knowledge transfer
Knowledge transfer and documentation check.
03
Shadow phase
INTICS works alongside the outgoing provider or internal team.
04
Cutover
Controlled cutover with clear ownership from day one.
05
Stabilisation
Stabilisation phase with regular service reviews.

— FAQ

Frequently asked questions about SAP AMS

Need AMS coverage for a live SAP system?

Tell us the systems, modules and service levels involved and we'll suggest a support model and team shape.

Talk to us