SAP Support & Maintenance
Not every company needs a framework contract with a minimum commitment. Sometimes you simply need someone to look at one concrete ticket – and solve it.
Support that matches actual demand
A classic maintenance contract pays off when effort arises continuously. For many customers the picture is different: everything runs for weeks, then three topics appear at once. For that case we offer pay per ticket – no base fee, no minimum commitment. You pay for analysis and resolution, not for standby.
In terms of scope, our support does not stop at the SAP standard. Especially in systems that have grown over years, the cause often lies in custom Z programs or in third-party code nobody is responsible for any more. We analyse both – an advantage that comes from our development background and that pure application support rarely offers.
Where continuous care makes sense, it is available too: maintenance and support contracts with defined availability from 8/5 to 24/7, tiered by response and resolution time, for our own add-ons as well as for your SAP landscape as a whole. Details on the ticket service live at supportcenterservices.com.
Two neighbouring topics are worth distinguishing: when something is burning and someone has to step in immediately, the firefighter engagement is the right route. When you need lasting capacity rather than selective help, the way leads through SAP resourcing.
At a glance
- Pay per ticket – no base fee
- Support from Germany, in German and English
- Standard, custom Z programs & third-party code
- Maintenance contracts from 8/5 to 24/7
- 1st, 2nd & 3rd level for CaRD add-ons
- SAP ERP and S/4HANA
Ticket service
The pragmatic route for irregular demand.
- No base fee, no minimum commitment
- Effort estimate before work starts
- Analysis, resolution and documentation
- Also for individual questions
Maintenance contracts
When predictability and response times matter more.
- Availability from 8/5 to 24/7
- Tiered response and resolution times
- 1st, 2nd and 3rd level
- For CaRD add-ons and your landscape
What we look at
The scope that goes beyond pure application support.
- SAP standard functions and customising
- Custom Z programs and enhancements
- Third-party code with no contact person left
- Interfaces and background processing
- Authorisation and Basis topics
Choosing the right model
So you pick what actually fits.
- Acute outage → firefighter services
- Lasting capacity → SAP resourcing
- Individual tickets → ticket service
- Predictable care → maintenance contract
Frequently asked questions
Is there really no base fee?
Not for the ticket service. You report a topic, receive an effort estimate and commission the work – what is invoiced is the actual effort. A maintenance contract with fixed availability is an alternative, not a requirement.
Do you support our custom developments as well?
Yes, explicitly. Z programs, enhancements and third-party code with no contact person left are part of the scope. Our development background exists exactly for that.
Which availability levels are possible?
From 8/5 during normal business hours up to 24/7, each with tiered response and resolution times. Which model makes sense depends on how critical your processes are – we advise openly on that.
How does support differ from the firefighter services?
Support handles topics in a defined flow – reported, estimated, resolved. The firefighter services are meant for the acute case where somebody has to intervene immediately, with a workaround if necessary, after which the root cause is fixed sustainably.
Does this match your project?
Talk directly to our consultants — no detours.