03CONTINUOUS IMPROVEMENT
SAP AMS Support
We run your SAP applications with an AMS model that strengthens business continuity and user productivity every day, not only when something breaks.
OUTCOMES FIRST
Business outcomes
- 01
Predictable support
A service set-up where priority, SLA, ownership and escalation are clear to everyone.
- 02
Fewer repeats
Root-cause analysis and problem management that stop the same error from coming back.
- 03
Continuous improvement
A backlog that turns ticket data into process, performance and user-experience improvements.
OVERVIEW
Scope and approach
Supporting a live SAP system means prioritising requests by business impact, finding root causes, reducing repeat incidents and releasing changes under control. Negzel AMS sets up this cycle as a measurable service model.
We define clear ownership, escalation and SLA rules for L1, L2 and L3 requests. You work with a fixed team of certified consultants from our Logistics, Finance, HR-SF and Software teams. Functional and technical specialists follow the same logging, testing and approval discipline, so the link between a user request and the permanent fix is never lost.
From incident management to performance tuning, from release upgrades to user support, we run your SAP landscape under one service model. Maintenance, performance, authorisations, integrations and regulatory changes share one backlog, and regular service reviews make recurring problems, improvement opportunities and upcoming risks visible.
FOCUS
What do we solve?
Lost ownership
We link every request to its business impact, module, specialist, target time and approval step.
Reactive support
Instead of a “call us when it breaks” model, we monitor the system continuously and act on risks before users notice and before problems grow.
Uncontrolled change
We manage change requests with impact analysis, test evidence, approval and a rollback plan.
WHAT WE OFFER
Six service modules under one roof
We cover every layer of your SAP landscape, from day-to-day operations to the long-term roadmap.
L1 user support
One point of contact, in Turkish: accurate logging, classification, first-line fixes and knowledge-base management.
L2 functional support
Resolving process, configuration, data and user-driven issues.
L3 technical support
ABAP, integration, performance and complex root-cause work.
Change and patch management
SAP Notes and patches planned with impact analysis, tested and applied without interrupting the business.
Proactive maintenance
Job, interface and infrastructure monitoring; analysis of slow reports, long-running batch jobs and database load.
Improvement
We turn request data into opportunities for process automation and user productivity.
SERVICE LEVELS
Priorities and SLA times in SAP AMS
In our SAP AMS service every request is assigned one of four priorities when it is opened. The definitions match the four levels in SAP’s own support system (SAP Note 67739: very high, high, medium, low), so when an issue has to go to SAP, everyone speaks the same language. Requests are handled through one point of contact, in Turkish; in an emergency you can reach us directly on our 0850 company line or on the mobile phones of our managers and consultants.
For comparison, SAP’s own commitment: under SAP Enterprise Support, a first response within 1 hour and a solution, workaround or action plan within 4 hours for P1 (24/7), and a first response within 4 hours of business time for P2. SAP commits to no times for medium and low priority.
First response and resolution times by priority
| Priority | First response | Solution, workaround or action plan | When this priority applies |
|---|---|---|---|
| P1 · Very high | 30 minutes | 4 hours | A business-critical process has stopped in production and there is no workaround. |
| P2 · High | 2 hours | 1 business day | Normal operations in production are seriously affected. |
| P3 · Medium | 1 business day | 5 business days | Limited impact, or a workaround exists. |
| P4 · Low | 2 business days | In a planned release | A question, a minor fix or an improvement request. |
Times run during business hours; system monitoring and alerting run 24/7. Exact times are set in writing in each customer’s contract.
- A request close to its deadline is escalated to the next level of responsibility before the time runs out.
- SLA performance is reported by priority in the monthly service review.
INTEGRATION AND SYSTEM MONITORING
SAP PI/PO, Integration Suite and BASIS monitoring
Under AMS we continuously monitor the integration layer and the technical health of your SAP systems. In SAP PI/PO, failed or waiting messages, stopped communication channels and stuck queues raise an alert; on the SAP CPI (new name: SAP Integration Suite, Cloud Integration) side the same follow-up runs on the message processing logs. Our consultant fixes the cause and reprocesses the message.
On the SAP BASIS side we check system health every day against the same checklist: work processes and memory, short dumps, the system log, background jobs, update errors, database growth and backups, RFC connections and certificates about to expire. Every item that crosses its threshold becomes a ticket, and the SLA clock starts according to its priority.
- Monitoring and alerting run 24/7; intervention and root cause work happen during business hours.
- To monitor SAP CPI (Cloud Integration) and several systems from one place, we set up the Integration & Exception Monitoring app in SAP Cloud ALM.
- Certificates about to expire are listed weeks in advance, and renewal is carried out as a planned change.
- The monthly service review reports the interface error rate, recurring alerts and the trend in system resources.
Monitoring checklist
Every item has a threshold; an item that crosses it raises an alert and becomes a ticket with its priority.
Integration monitoringSAP PI/PO and SAP CPI
- Failed and waiting messagesPIMONOnce the cause is fixed, the message is reprocessed.
- Communication channelsChannel MonitorA stopped or failing adapter channel raises an alert.
- QueuesSMQ1SMQ2Stuck EOIO and qRFC queues are cleared without breaking the order.
- IDoc statusWE02BD87Unprocessed IDocs are checked and reprocessed.
- SAP CPI flowsMPLFailed flows are tracked in the message processing logs.
- Multi-system viewCloud ALMFlows from several systems come together on one screen.
SAP BASIS system checksABAP and Java systems
- Work processes and memorySM50SM66Memory and work process bottlenecks show up early.
- Short dumps and system logST22SM21Recurring dumps go into root cause work.
- Background jobs and updatesSM37SM13A cancelled job or an incomplete update raises an alert.
- Database and backupsDB02Growth trend and backups are checked every day.
- RFC connectionsSM59A broken connection is tested and repaired.
- Certificate expirySTRUSTCertificates due to expire are listed weeks in advance.
SAP PI/PO monitoring
OptimumInsight
Brings SAP PI/PO channel, queue and message monitoring together on one screen.
- Integration inventoryEvery interface listed with its owner and module.
- One screenMessage statistics and error details side by side.
- Consultant and module tagsWhen an error arrives, it is clear who takes it.
- AlertsWhen a message, channel or queue threshold is crossed.
From alert to resolution
Monitoring runs 24/7; once an alert becomes a ticket, SLA rules apply.
- 01Threshold crossedMessage, channel, queue or system resource24/7
- 02AlertThe responsible consultant is notifiedNotification
- 03TicketPriority is set and the SLA clock startsP1-P4
- 04InterventionCause fixed, message reprocessedBusiness hours
- 05Root causeA recurring alert becomes a problem recordMonthly report
MONITORING
SAP Cloud ALM: monitoring and change control after Solution Manager
Mainstream maintenance for SAP Solution Manager 7.2 ends at the close of 2027, and SAP recommends finishing the move to SAP Cloud ALM before then. Customers with extended maintenance for Business Suite 7 also get extended maintenance for Solution Manager until the end of 2030 at no extra cost. It covers only seven functions, though: requirements, project and process management, Test Suite, change control (ChaRM), IT service management (ITSM) and landscape management. Application operations and business process monitoring are not on the list.
For AMS, that sets the order of work: system health, interface, job and business process monitoring are the first things to move to SAP Cloud ALM for Operations. Incident management (ITSM) can stay in Solution Manager until the end of 2030 where extended maintenance is in place, and we treat the choice of ticketing tool as a separate decision. SAP provides its own inventory tool, SAP Readiness Check for SAP Cloud ALM, which captures current Solution Manager usage and suggests the Cloud ALM equivalents.
- SAP Cloud ALM is included at no extra charge for customers with a valid Enterprise Support contract.
- For complex ChaRM set-ups with two-tier landscapes, retrofit or digital signatures, SAP advises waiting until the required function arrives in Cloud ALM.
- For heavy on-premise monitoring needs, SAP Focused Run stays in mainstream maintenance beyond 2027.
METHOD
How we work
- 01
Transition
We map the system inventory, open requests and critical processes, then take over the system in a controlled way through knowledge transfer and a shadow-support period.
- 02
Stabilise
We switch on the SLAs, set up monitoring rules, share the first performance report and prioritise critical repeat incidents.
- 03
Operate
We turn SLAs, monitoring and alerting, escalation, testing and the release calendar into a daily service.
- 04
Improve
In a monthly review meeting we update the problem, automation and optimisation backlog together, based on service data.
COMMON QUESTIONS
Frequently asked questions
Which support levels does the AMS service cover?
Scope is designed to fit the need, from L1 user support to L2 functional and L3 technical expertise. Ownership, SLA and escalation are defined clearly for each level.
Is it only about fixing errors?
No. Maintenance, performance, authorisations, integrations, regulatory compliance and change requests are handled within the same governance model.
How does the move from the current support provider work?
Knowledge transfer, an inventory of documents and open requests, a shadow period, an ownership test and a controlled service start reduce the risk of disruption.
How is SAP AMS priced?
With a mixed model: a fixed monthly fee and a pool of hours that is drawn down as it is used. The fixed fee covers the agreed service scope; the pool is used for work outside that scope. Amounts are set in the proposal, based on the size of the system and the scope.
THE COMPLETE JOURNEY
Other areas of expertise
- 01ENTERPRISE CORESAP S/4HANA Consulting
- 02DATA FLOWIntegration Consulting and Architecture
- 03You are hereSAP AMS Support
- 04LOCALIZATIONRollout Project Consulting
- 05FULL CONTROLProject Management Services
- 06DIGITALIZATIONNegzel n-Solutions
- 07CLOUDRISE with SAP
- 08EXPERIENCEOur Expertise
- 09FUTURER&D and Artificial Intelligence
- 10SAP MODULESSAP Consulting