24/7 monitoring & alerting
Alert routing, on-call rotation and escalation on the observability stack the customer already runs: issues caught before customers see them.
- Observability
- On-call
- Escalation
Cloud · Managed Services
Two tracks, one run team.
24/7 run under SLA, split into two tracks: SAP Application Management, and Cloud & Data Managed Services.
Phoenix Managed Services splits deliberately into two tracks so each estate is run by people who actually know it. The SAP AMS track carries the functional + BASIS depth an S/4HANA estate needs; the Cloud & Data track carries the AWS engineering, FinOps and observability depth a modern cloud estate needs.
Both tracks run under SLA-backed 24/7 support with monthly service reviews and a continuous-improvement backlog fed from live operations. Customers can engage one track, both, or start with one and add the other as their estate grows.
What's in scope.
Incident response
P1/P2 response under defined SLAs, blameless post-mortems and the improvement loop back into runbooks and infrastructure.
- ITIL
- Post-mortems
Patch management
OS patching, security updates and application-layer patching where in scope: scheduled, tested and reported.
- Scheduled
- Tested
- Reported
Backup & DR
Backup policy, off-site retention, DR runbooks and regular tested failover: not just documented, actually rehearsed.
- Backups
- Off-site
- DR tests
Security posture management
Baseline controls, drift detection, identity reviews and remediation: proactively managed, not just reported.
- Baseline
- Drift
- Identity
Continuous improvement
Modernization backlog fed from what we see in run, delivered as small change requests: the estate gets better over time, not worse.
- CR pipeline
- Backlog
The approach.
-
01
Onboarding
Runbook capture, tooling access, on-call rotation set up, SLA baseline agreed.
-
02
Steady state
24/7 run under agreed SLAs, with monthly service review and quarterly business review.
-
03
Improve
Feedback from run turns into modernization and optimization work: the estate compounds in value over time.
Named deliverables.
Every engagement lands specific artefacts, not slides.
- SLA-backed 24/7 monitoring and incident response
- Patching, backup and DR run as a service
- Security posture actively managed, not just reported
- Monthly and quarterly service reviews with the customer
- Continuous-improvement backlog fed from live operations
Same run team, different specialities.
SAP Application Management (AMS)
Functional + technical run for S/4HANA, ECC, SuccessFactors, Ariba and the wider SAP estate. L1 helpdesk through L4 Managed Operations.
Cloud & Data Managed Services
24/7 run for the cloud estate and the data platforms that sit on top of it: CloudOps, DataOps and MLOps.
Frequently asked
What SLAs does Phoenix Managed Services support?
SAP AMS: P1 within one hour on production S/4HANA; P2 within four business hours. Cloud & Data: P1 within 15 minutes on tier-1 workloads with 24/7 coverage. Custom SLAs supported.
Can we engage one track without the other?
Yes. Engage SAP AMS or Cloud & Data separately, both together, or start with one and extend as your estate grows. Neither track requires the other.
Where does the managed-services team sit?
Delivered from our Cairo delivery centre with regional cover from Riyadh, Dubai and Baku. On-call rotations are staffed for GMT+0 through GMT+6 business hours.
The earliest conversations are usually the most useful.
Whether you're scoping an SAP move to cloud, restarting a stalled programme, or just trying to figure out where data and AI fit, start with a conversation.
