Managed Services · SAP AMS

Application Management Services for SAP.

Keeping your SAP investment running, supported, and continuously improving: from helpdesk to full operational delegation.

Once an SAP solution goes live, the operational reality begins: incidents need triage, users need support, regulatory and business changes require configuration updates, and the system needs to evolve without disrupting daily operations. Internal IT teams are rarely sized or skilled for this on day one. Phoenix AMS becomes a true extension of your SAP operations team: support, enhancement, and (for clients who choose it) hands-on day-to-day execution.

At the premium L4 tier, Phoenix resources are embedded as virtual key users, executing your recurring SAP transactions and processes on a day-to-day basis across finance & procurement, plant maintenance, master data management, and reporting & reconciliation. Your team retains decision authority and approvals; Phoenix handles the system execution, within roles assigned and audited by your organisation.

Operational continuity for mission-critical processes: 24/7; Operational continuity for mission-critical processes
Single point of accountability across functional & technical issues: 1; Single point of accountability across functional & technical issues
Knowledge loss when internal SAP experts leave: 0%; Knowledge loss when internal SAP experts leave
On-premise compliant: no mandatory cloud dependency: 100%; On-premise compliant: no mandatory cloud dependency

A layered support model: choose your depth of engagement.

Tiers are cumulative and modular. Most clients start with L1 to L3 and add L4 Managed Operations for specific modules or processes as confidence and trust build.

L1 · Helpdesk & user support

First-line support: user queries, password & access requests, navigation guidance, ticket logging and routing.

L2 · Functional support

Configuration fixes, process defects, report issues, master data corrections and minor WRICEF defect resolution.

L3 · Technical support

Basis, HANA, integration (PI/PO), ABAP development, performance tuning, and add-on issues (QuantityWare, Prometheus FSM/ePAS).

L4 · Managed Operations (premium)

Phoenix resources act as your key users: executing recurring transactions and processes on your behalf, end to end.

Structured around how you want to consume support.

Three model shapes, combinable by design. Numbers are confirmed in the scoping workshop, tuned to your landscape, user base and coverage window. Combine them: for example a flat monthly fee for the L1 to L3 baseline, topped up with a resident FTE for L4 Managed Operations, plus an hourly bundle for project-driven enhancements.

Ticket / hourly bundles

Pre-purchased blocks of support hours or tickets, drawn down monthly. Unused hours can roll over per agreed terms. Best for stable systems with occasional, unpredictable issues.

Resident FTE model

Named Phoenix resources (onshore, offshore or hybrid) embedded part-time or full-time against agreed roles and competencies. Best for complex landscapes needing continuous, dedicated coverage.

Tiered flat monthly

Fixed monthly fee per service tier (L1 / L2 / L3 / L4), scaled by number of users, modules or transaction volumes covered. Best for budget predictability and simplified governance.

A structured transition: live support from day one.

Typical transition is 6 to 8 weeks depending on landscape complexity and number of in-scope modules. Day-one coverage is maintained via the incumbent-Phoenix overlap.

01

Weeks 1 to 2 · Knowledge transfer & discovery

Review landscape, open issues, documentation, ticket history and key-user interviews. Define support scope and SLAs.
02

Weeks 3 to 4 · Shadow support

Phoenix team shadows the incumbent support / internal IT on live tickets, building familiarity with the live environment.
03

Weeks 5 to 6 · Parallel run

Phoenix handles tickets with incumbent oversight; SLA dashboards activated; escalation paths tested end-to-end.
04

Week 7+ · Full cutover

Phoenix assumes full AMS responsibility per contracted SLAs. L4 Managed Operations resources embed with key-user teams.

Priority-based response & resolution commitments.

Grouped the way a buyer thinks about them: critical first, standard incidents next, supporting layers last. Business-hours windows, escalation paths and L4 cycle cadences are tuned per contract.

P1 critical (24/7), functional: response under 1 hour, resolution under 4 hours. Business process down or mission-critical function blocked.
P1 critical (24/7), technical: response under 2 hours, resolution under 8 hours. Basis, HANA, PI/PO or integration layer outage.
P2 high (business hours), functional: response under 4 hours, resolution under 8 hours.
P2 high (business hours), technical: response under 8 hours, resolution under 48 hours.
P3 medium (business hours): response under 8 hours, resolution under 24 hours. Minor defects and how-to queries.
L1 helpdesk (business hours): response under 4 hours, resolution under 8 hours.
L4 Managed Operations: per-cycle commitments on agreed daily, weekly and monthly cadences.
Governance built in: monthly service review, quarterly health check, continuous-improvement backlog, and a jointly owned knowledge base.

The wider managed-services practice.

Cloud & Data Managed Services

24/7 operations across your AWS estate, data platforms and production ML: CloudOps, DataOps, MLOps.

Managed services overview

Two tracks, one run team: how the managed-services practice is structured.

SAP practice

Thirteen years of SAP delivery: every module, every delivery model.

AMS · Frequently asked

What SAP releases and modules does Phoenix AMS support?

S/4HANA and ECC across FI/CO, SD, MM, PP, PM, EWM, HCM, SuccessFactors and Ariba. Basis, HANA, PI/PO and ABAP under the technical tier. Industry add-ons (IS-Oil/HPM, QuantityWare, Prometheus FSM/ePAS) are covered where in scope.

Can we start with L1 to L3 and add L4 Managed Operations later?

Yes. Tiers are cumulative and modular. Clients typically start with L1 to L3 support and add L4 for specific modules or processes as confidence and trust build.

How does governance work for L4 Managed Operations?

Every transaction Phoenix executes under L4 follows your approval matrix and segregation-of-duties rules. All actions are traceable to named Phoenix resources, with role-based access aligned to your SoD policy and reviewed at each service review.

How long does onboarding take?

Typically 6 to 8 weeks depending on landscape complexity and number of in-scope modules: knowledge transfer, shadow support, parallel run, then full cutover. Day-one coverage is maintained throughout via the incumbent-Phoenix overlap.

Where does the AMS team sit?

Delivery from Cairo (HQ) with regional cover from Dubai, Riyadh, Doha, Muscat and Baku. On-call rotations are staffed for GMT+0 through GMT+6 business hours; 24/7 P1 cover for the tiers that require it.

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.

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