SAP Support & AMS SAP application management, security and audit support in Pune
Keep ECC and S/4HANA running, clear the backlog and keep the knowledge. Functional, ABAP, Basis and security consultants work as one desk, onsite, offshore or mixed.
What is SAP AMS?
Day-to-day SAP support, from the first ticket to the root cause.
SAP Application Management Services (AMS) is ongoing support for a live SAP system. It covers incidents, user requests, small enhancements, Basis administration, security and statutory changes, governed by agreed priorities and billed as a retainer or on time and material. It is separate from the maintenance you pay SAP, which covers the standard software but not your configuration or custom code.
- One desk. Functional, ABAP, Basis and security consultants share one ticket queue and one owner per ticket.
- Root causes. Recurring incidents get a cause and a permanent fix, not another workaround.
- Knowledge kept. Runbooks, custom-object lists and interface maps are written down and belong to you.
- ECC and S/4HANA. Stable support for ECC through 2027 and beyond, and for S/4HANA after the move.
How we work
SAP Support & AMS in 4 phases
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PHASE 01
Assess
We review your landscape, open tickets, custom code and access risks, and agree priorities and support hours.
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PHASE 02
Transition
Access, runbooks and a shadow period with your current team or partner, so nothing is lost in the handover.
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PHASE 03
Stabilise
Old tickets are closed, recurring incidents traced to a root cause, and critical jobs monitored.
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PHASE 04
Improve
A monthly review of tickets, risks and small enhancements, with the documentation kept up to date.
How a ticket moves
One desk. Three levels. No ticket left in limbo.
Every ticket gets a priority, an owner and a next step. Fixes are tested before transport. Pick an example to follow it.
Segregation of duties
One person should not be able to create a vendor and pay it.
Give a user two duties and see the risk an auditor would flag. Then fix it the way we do: split the role, or add a review control.
Transaction codes are examples. A real analysis checks authorisation objects and custom transactions too.
Support, security & audit
What buyers ask before signing an SAP support contract.
Support priorities
P1 to P4, in plain words.
Priority is agreed with you when the ticket is logged. Response and resolution targets for each level are written into your contract.
| Priority | What it means | Example |
|---|---|---|
| P1 Critical | Production down or a core process stopped for most users, no workaround | Nobody can log in; GST e-invoices failing for every invoice |
| P2 High | A major function impaired for a team or site | The payment run failing for one company code |
| P3 Medium | One user or a minor function affected, a workaround exists | A report layout is wrong; one user's authorisation is missing |
| P4 Low | A question, cosmetic issue or planned minor change | "How do I...?"; a field label change |
Engagement models
Pay for steady cover, extra capacity, or both.
Every engagement is quoted after a free assessment of your landscape and ticket history.
| Model | How it works | Suits |
|---|---|---|
| Monthly retainer | A fixed monthly fee for an agreed scope and support hours | Steady ticket volume and predictable budgets |
| Time & material | Billed for the hours used, at agreed rates; onsite, offshore or mixed | Low or irregular volume, one-off fixes, extra capacity |
| Hybrid | A small retainer for the baseline plus time & material for projects | Growing landscapes and the ECC to S/4HANA transition years |
AMS vs AMC
What your SAP maintenance fee does, and does not, cover.
Most SAP customers need both: SAP's maintenance keeps the product supported, AMS keeps your system running.
| Partner AMS | SAP maintenance ("AMC") | Staff augmentation | |
|---|---|---|---|
| Who provides it | A support partner such as LogicMotive | SAP, paid with your licence | A contractor in your team |
| What you get | Ticket resolution, enhancements, Basis and monitoring under agreed priorities | Software updates, SAP Notes, legal-change packages, SAP's support portal | One person's time |
| Fixes your configuration and custom code | Yes | No, SAP supports the standard software | Yes, under your direction |
| Continuity on leave or exit | Team-based | Not applicable | Single-person risk |
ECC after 2027
Your options when ECC mainstream maintenance ends.
Your system keeps running after 2027. What changes is the level of maintenance SAP provides.
| Option | What it means | Timeline (per SAP) |
|---|---|---|
| Mainstream maintenance | Normal SAP maintenance continues | To the end of 2027 |
| Extended maintenance | An optional extra three years at a premium on the maintenance fee | 2028 to the end of 2030 |
| Customer-specific maintenance | Applies if you buy neither; check statutory coverage for India with SAP | From 2028 |
| Move to S/4HANA | Conversion, new implementation or selective transition | S/4HANA maintenance committed to 2040 |
Switching support partners
What a proper support handover includes.
We ask for these in the transition, and keep them up to date afterwards.
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Landscape map
Systems, clients, versions, interfaces and connected applications.
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Open tickets
Every open ticket with priority, status and history.
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Custom objects
Programs, enhancements, forms and interfaces with their specifications.
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Background jobs
Schedules, owners and what to do when a job fails.
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Close runbooks
Month-end and year-end steps, including GST and statutory reports.
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Basis runbooks
Backups, restore tests, support-package levels and system copies.
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Role catalogue
The authorisation concept, roles and who owns them.
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Escalation matrix
Contacts on both sides and key users per module.
Common SoD conflicts
Duties that should not sit with one person.
A real analysis checks authorisation objects, field values and custom transactions, not only transaction codes.
| Duty 1 | Duty 2 | Risk if one person has both |
|---|---|---|
| Vendor master incl. bank (XK02 / BP) | Vendor payments (F110) | A fictitious or altered vendor is paid |
| Create purchase order (ME21N) | Release purchase order (ME29N) | Purchases bypass approval |
| Create purchase order (ME21N) | Post goods receipt (MIGO) | Goods never delivered are marked received |
| Post vendor invoice (MIRO) | Vendor payments (F110) | Unapproved or duplicate invoices are paid |
| Customer credit limits (FD32 / UKM_BP) | Sales orders (VA01) | Sales to high-risk customers |
| G/L account master (FS00) | Journal entries (FB50) | Accounts created to hide entries |
| Open and close periods (OB52) | Journal entries (FB50) | Postings into closed periods |
India's audit-trail rule
Audit-trail (edit log) readiness for SAP.
Since financial years starting on or after 1 April 2023, accounting software must keep an edit log of every change, and the audit trail cannot be disabled. Auditors report on it under Rule 11(g). This checklist helps management prepare; your auditors decide what evidence they need. We support you and your auditors; we do not issue audit opinions.
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Scope the books of account
List the SAP systems, modules and tables, including custom tables, that hold or feed the books.
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Change documents
Active for key masters and transactions such as vendors, customers, G/L and banks.
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Table logging
Switched on for production clients and the tables in scope, chosen deliberately.
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Database level
Logging enabled where direct database changes are possible, and database access restricted.
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Cannot be switched off
Only a controlled few can change logging settings, and those changes are monitored.
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Direct-edit routes closed
Table edit and debug-change blocked in production, with exceptions through firefighter access.
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Evidence for the whole year
Proof that logging ran throughout the year, such as periodic configuration snapshots.
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Retention
Logs kept for at least eight years, with daily backups on servers in India.
General information, not legal advice. Based on ICAI's Implementation Guide on reporting on audit trail (revised 2024).
User access review
An access review your auditors can rely on.
Run at least once a year before year-end close, and more often for privileged access.
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Fixed-date extract
Users, roles and last-logon dates taken on one date and kept as evidence.
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Leavers removed
SAP users reconciled to the HR leavers list; inactive users locked.
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Generic IDs owned
Every shared or generic ID has a named, accountable owner.
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Critical access flagged
SAP_ALL, SAP_NEW, user administration, table edit, debug-change and transport import.
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SoD analysed
Conflicts removed, accepted with a mitigating control, or closed as false positives.
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Owners decide
Managers or role owners keep or remove access; nobody reviews their own.
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Removals evidenced
Every removal recorded with a ticket or change document.
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Firefighter use reviewed
Each emergency session's log reviewed and signed off.
Apps & portals on SAP
Scan it. SAP knows.
We build Android apps, web portals and approval workflows that read from and post to SAP through standard interfaces, so stores, shop floor, field sales and service work on simple screens. Pick a team and watch the document reach SAP.
Illustration only. Screens are designed around your process; document numbers are samples.
What we support
Functional, technical, Basis and security under one contract.
Finance, controlling, sales, purchasing, inventory, production and service: configuration fixes, master data, month-end and user queries.
- FI
- CO
- SD
- MM
- PP
Reports, enhancements, forms, interfaces and performance fixes, with code reviewed using our ABAP Inferencer.
- ABAP
- Interfaces
- Forms
Monitoring, transports, background jobs, user administration, support packages and performance checks.
- Basis
- Transports
- Jobs
Role design, segregation-of-duties analysis, user access reviews and emergency-access processes.
- Roles
- SoD
- GRC
Evidence for statutory, internal and group auditors on access, change and audit-trail controls.
- ITGC
- Audit trail
Who it is for
For companies running SAP every day.
IT heads
One accountable desk for every SAP ticket, with clear priorities.
Manufacturers on ECC
Stable support for plants in Pune, PCMC and across Maharashtra.
CFOs and audit teams
Access and audit-trail evidence ready before fieldwork.
Companies after go-live
A structured handover from the implementation team to support.
FAQ
SAP Support & AMS questions, answered.
Talk to our consultants. We reply within one business day.
Contact us →What is SAP AMS?
SAP Application Management Services is ongoing support for a live SAP system: incidents, user requests, small enhancements, Basis administration, security and statutory changes, under agreed priorities and support hours.
How is SAP support priced?
As a monthly retainer for steady cover, time and material for irregular demand, or a mix of both. We quote after a free assessment of your landscape and ticket history; we do not publish fixed prices.
What is the difference between SAP AMC and SAP AMS?
The maintenance fee you pay SAP gives you software updates, SAP Notes and access to SAP's support portal. It does not fix your own configuration or custom code. AMS from a partner keeps your system running day to day.
What do P1, P2, P3 and P4 mean in SAP support?
They are priority levels. P1 is production down or a core process stopped, P2 a major function impaired, P3 a minor issue with a workaround, and P4 a question or cosmetic change. Each has its own response and resolution targets in the contract.
Does SAP support for ECC end in 2027?
SAP's mainstream maintenance for SAP Business Suite 7, including ECC 6.0, runs to the end of 2027. Optional extended maintenance runs from 2028 to the end of 2030 at a premium. Customers who take neither move to customer-specific maintenance.
What is the difference between an incident and a change request?
An incident is something that used to work and now does not, such as an invoice that will not post. A change request is something new, such as a new report. Incidents are fixed under the support agreement; changes are estimated and approved first.
Can you take over from our current support partner?
Yes. We plan a transition with knowledge transfer, a shadow period and a written handover of the landscape, custom objects, interfaces and open tickets.
What is segregation of duties (SoD) in SAP?
Splitting key steps of a process across different people, so that no one person can, for example, create a vendor and also pay it. We analyse roles and users for such conflicts and fix them by role redesign or a documented review control.
Do we need SAP GRC to manage SoD?
Not necessarily. SoD analysis and user access reviews can be run from SAP role and user data with a tuned rule set and tools such as our in-house AccessIntel. SAP GRC Access Control automates this for larger organisations.
What does India's audit-trail rule mean for SAP?
From financial years starting on or after 1 April 2023, accounting software must keep an edit log of every change that cannot be disabled, and auditors report on it under Rule 11(g). In SAP this involves change documents, table logging, database-level logging and control over who can switch them off. We support you and your auditors; we do not issue audit opinions.
Why is SAP_ALL an audit observation?
SAP_ALL gives near-unrestricted access. Auditors expect it to be absent from production users, with emergencies handled through a controlled firefighter ID whose activity is reviewed.
Can you support us remotely?
Yes. Most support runs remotely from our office in Ravet, Pimpri-Chinchwad, with consultants on site in Pune, PCMC and Maharashtra when the work needs it.
Next step
Send us your ticket backlog. We will tell you what is really in it.
A free support assessment covers your landscape, open tickets and risks. No obligation.