L1.5 / L2 / L3 support
Tiered incident response across every SAP module and layer, with hand-offs and escalation paths that work rather than passing the ticket around.
Managed servicesSignature
L1.5 / L2 / L3 incident response, and audit-ready documentation
Business user management, L1.5 / L2 / L3 incident support, SLA and service management, functional and technical support, quality assurance and audit support — the signature APx AMO engagement.
What you get
Outcomesyou can measure
- Stable SLAs across every ticket type
- Audit-ready documentation available on demand
- Falling ticket volumes via continuous improvement
- A single partner for every module and layer
Technology
ServiceNow · Jira · BMC Remedy (any ITSM)SAP Solution Manager · Focused RunAPxOps monitoring platformABAP · Basis · Security · Integration
What we deliver
Capabilities,one by one
Business user management
User onboarding, access requests, password resets and functional how-to support — the volume layer handled with grace.
SLA & service management
Service-level agreement design, monitoring and reporting via standard ITSM tooling. Monthly service reviews with the client.
Functional support
Functional analysis and change-request delivery across FI, CO, MM, SD, PP, PM, HCM and the broader SAP module landscape.
Technical support
ABAP debugging, Basis + security, integration (PI/PO, CPI) and Fiori — all layers covered by one team.
Quality & audit support
Documentation, control evidence, SOX / internal audit response and regulatory submissions prepared without a Q4 scramble.
The AMO difference
Traditional AMS is reactive — tickets come in, tickets go out, little else changes. APx AMO adds two layers on top: a Customer Success Manager who owns the relationship and the roadmap, and an Innovation Hub that proposes improvements before you ask. Over a 12-month engagement, that typically shows up as a 20–40% drop in recurring ticket volume.
FAQ
Common questions
What's L1.5?
A layer between pure first-line (password resets, user requests) and traditional L2 (functional / technical fixes). L1.5 handles scripted business-process questions and routine config queries.
Can you work alongside our existing AMS partner?
Yes. We routinely take on a subset of modules or layers alongside an incumbent, with clear boundaries and shared ITSM visibility.
How is the engagement priced?
Standard options are a fixed monthly retainer sized to ticket volume and SLA tier, or an FTE-based model when work mix is unpredictable. Hybrid models are common — fixed baseline plus change-request pool.
What SAP modules do you cover?
FI, CO, MM, SD, PP, PM, QM, WM, HCM, Payroll, FSM, EWM, TM, GTS and SuccessFactors functionally, plus ABAP, Basis, Security, HANA, Fiori, PI/PO, CPI and BTP technically.
How fast can an AMS engagement go live?
Transition typically runs 4–8 weeks for a mid-sized landscape — knowledge transfer, shadow operation, reverse shadow, cutover. We run the first month at reduced SLA commitment while the team beds in.
Do you support SAP Business Suite on HANA and classic ECC alongside S/4HANA?
Yes. Our bench runs a mix of ECC (EHP6/7/8), Suite on HANA and S/4HANA 1709 through 2023 engagements concurrently. The 2027 ECC mainstream support end-date doesn't change what we support — it changes the upgrade conversations that happen inside the engagement.
Next step
Thinking about amo services? Let's talk specifics.
Tell us what you're running and what you're trying to achieve. We'll come back with a view on scope, sequence and effort.