SAP Application Management Services (AMS) is an ongoing managed service that provides structured support, maintenance, and continuous improvement for live SAP environments — beyond the go-live stabilization period. SAP AMS typically includes incident management across all SAP modules (L1, L2, L3 support tiers), SAP Basis administration and system health management, functional configuration changes, performance monitoring, regulatory compliance updates, change and release management, and continuous improvement programs. EMUG’s SAP AMS is delivered using the EMUG CARE Framework, which cycles through Classify, Analyze, Resolve, and Enhance phases — ensuring each support period contributes to measurable long-term system improvement, not just immediate issue resolution.
SAP hypercare is a short-term, intensive support period immediately following go-live — typically lasting 4 to 8 weeks — focused on stabilizing the newly deployed SAP system and resolving critical operational issues. SAP AMS is a long-term, structured managed service engagement that begins after the hypercare period and continues indefinitely. AMS covers a much broader scope than hypercare: it includes not just incident resolution but also proactive system monitoring, regulatory update management, continuous improvement programs, and strategic SAP roadmap advisory. EMUG provides both hypercare support as part of SAP implementation projects and ongoing AMS as a separate service engagement.
EMUG’s EMUG CARE support tiers offer defined SLAs by incident priority. Under the CARE Premium tier: P1 Critical (system down or business-critical process failure) — 1-hour response, 4-hour resolution target; P2 High (major function impaired) — 2-hour response, 8-hour resolution target; P3 Medium (non-critical function impaired, workaround available) — 4-hour response, 2-business-day resolution; P4 Low (minor issue or query) — 8-hour response, 5-business-day resolution. SLAs are tracked in real time and reported monthly. EMUG maintains a 98.5% SLA adherence rate across its active AMS portfolio.
EMUG provides SAP AMS support across the full SAP module landscape, including: Financial Accounting (FI), Controlling (CO), Materials Management (MM), Sales & Distribution (SD), Production Planning (PP), Quality Management (QM), Plant Maintenance / EAM (PM), Project System (PS), Human Capital Management (HCM/HR), Warehouse Management (WM/EWM), Customer Service (CS), and SAP Basis. We also support SAP BTP environments, SAP Fiori app issues, SAP Integration Suite monitoring, and SAP S/4HANA-specific functionality. Multi-module AMS is delivered by a coordinated team of functional consultants and Basis administrators assigned to each client engagement.
EMUG’s AMS teams monitor regulatory change announcements from SAP (SAP Notes, Legal Change Packages) and government authorities across all regions where clients operate. When a regulatory change is confirmed — such as a VAT rate change, new e-invoicing mandate (ZATCA for Saudi Arabia, SDI for Italy, XRechnung for Germany), or payroll legislation update — EMUG assesses impact on the client’s SAP configuration, develops and tests the required changes in non-production systems, and deploys to production with change management governance before the regulatory effective date. This service is included in EMUG CARE Standard and Premium tiers.
EMUG’s EMUG CARE Framework includes a dedicated ANALYZE phase in every support cycle that identifies recurring incident patterns — repeated issues caused by the same underlying root cause. Rather than resolving the same incident repeatedly, EMUG’s root cause elimination process creates permanent fixes: configuration corrections, user re-training, Basis-level adjustments, or process changes that prevent the issue from recurring. This approach has consistently reduced client SAP support ticket volumes by up to 40% within the first 6 months of AMS engagement. Monthly Root Cause Analysis Reports give clients full visibility into this improvement trajectory.
Yes. EMUG has a structured transition process for AMS onboarding — whether transitioning from an incumbent third-party SAP support provider or from an internal SAP team. The transition covers: system landscape documentation and assessment, knowledge transfer sessions, open incident and backlog review, SLA agreement, tooling setup (SAP Solution Manager, ticketing integration), and a parallel-run period to ensure continuity before full handover. A typical AMS transition takes 4 to 6 weeks. EMUG’s CARE Essential tier is specifically designed as an entry point for organizations moving from informal internal support to a structured managed service for the first time.
EMUG provides SAP AMS support globally, with dedicated regional delivery teams covering Europe (Germany, France, UK, Netherlands, Sweden, Italy, Spain, Poland), the Middle East (UAE, Saudi Arabia, Qatar, Bahrain), Asia-Pacific (India, China, Japan, South Korea, Malaysia, Thailand), the Americas (USA, Canada, Mexico, Brazil), and Africa (South Africa, Nigeria, Kenya). Support is delivered in local business hours as standard, with 24×7 coverage available under the EMUG CARE Premium tier. Regional teams provide multilingual support and manage country-specific regulatory compliance updates as part of the AMS service scope.
