SAP Application Management Services (AMS)

At Phoenix Business Consulting, we deliver a structured, end-to-end Application Maintenance and Support (AMS) model designed to keep your SAP environment running at peak performance while adapting to your evolving business needs. Our AMS services go beyond traditional “break-fix” support—we focus on proactive monitoring, preventative maintenance, and continuous optimization to maximize system value and user satisfaction.

Our support framework combines deep functional expertise (business processes) with strong technical capabilities, ensuring that every issue—whether a user inquiry, a configuration challenge, or a complex integration problem—is resolved quickly and effectively. A dedicated Governance Team oversees the entire process, ensuring service quality, SLA compliance, and clear communication with stakeholders.

Phoenix’s Tiered AMS Model

We organize support into a multi-tier model with clearly defined roles, responsibilities, and escalation paths to ensure accountability and efficiency:

Full or Partial Application Support

    • Onsite
    • Offsite

On-Demand

    • As needed
    • Bucket-of-hours

Request a Demo

Prior to entering into a formal application management arrangement, we will assess your functional, technical, and business environment to develop a customized support program tailored to your organization.

Tier 1 – User & Help Desk Support

  • First point of contact for end users, managing login/access issues, password resets, and routing inquiries.
  • Supported by Phoenix consultants who provide guidance on SAP-enabled processes and assist IT teams with ticket management.


Tier 3 – Technical & Advanced Resolution

  • Includes Phoenix developers, BASIS specialists, and security experts.
  • Handles infrastructure, performance optimization, custom development, SAP Notes implementation, and collaboration with SAP Product Support for complex issues

Tier 2 – Functional & Configuration Support

  • Staffed by Phoenix subject matter experts across modules (e.g., SAP SuccessFactors, Finance, Procurement).
  • Resolves business process and configuration issues, tests enhancements, supports integrations, and assists with reporting and release regression testing.


Tier 4 – Vendor Coordination & Compliance

  • Engages SAP or third-party vendors for advanced product defects, OSS note management, and regulatory compliance updates (e.g., tax or labor law changes).
  • Provides deep technical advisory on kernel, BASIS, or enhancement conflicts.

Phoenix Business Consulting offers a comprehensive suite of Application Management Services (AMS) specifically tailored for your needs.

Continuous Support Activities

In addition to issue resolution, Phoenix Business Consulting AMS provides ongoing support and enhancements:

  • Enhancements & Optimization – Implementing prioritized improvements or deferred requirements.
  • Keep Current Support – Applying patches, upgrades, and vendor releases after thorough testing.
  • Problem Research & Resolution – Root-cause analysis and corrective action with SLA-driven response times.
  • Ad Hoc Reporting & Data Fixes – Supporting investigation, database queries, and corrective updates.
  • Subject Matter Expertise – Advisory services for IT and business teams, bridging technical and functional needs.
SAP Support services includes the following:
  • SAP Support Break/Fix Services
  • SAP Enhancement Services
  • SAP Support Pack Application and Testing (including Support Pack Research, Analysis, and Recommendations)
  • SAP Component Configuration and Upgrades
  • SAP Application Troubleshooting
  • Basis Support Services
  • OSS Note Research and Application
  • Analytics and Reporting Development
  • Enhancements, Forms, Interfaces, EDI/IDoc Development
  • Workflow Development and Enhancement
  • BI/BW/BO Data Modeling/Reports/Queries/Extractors
  • Budget Development
  • Business Process Improvement Reviews
  • Master Data Services Integration
  • Regression Testing and Knowledge Transfer
  • Solution Manager Configuration and Monitoring

Why Phoenix AMS?

Our AMS model ensures minimized downtime, faster resolution times, and maximum ROI on your SAP investment. With Phoenix Business Consulting, you get more than a support provider—you gain a long-term partner committed to governance, accountability, and continuous improvement of your enterprise systems.

GET IN TOUCH