What is included in Application Management Services (AMS)?

Application Management Services (AMS) covers the ongoing operation of live enterprise systems: user support, incident and problem management, service requests, functional and technical fixes, monitoring and continuous small enhancements — as opposed to one-off project work.

What's the difference between AMS and project support?

Project support covers a defined initiative with a start and end date, such as a rollout or migration. AMS is the ongoing service that keeps the landscape running afterwards, with agreed SLAs and a long-term team.

Can OXORY take over only part of the AMS scope?

Yes. OXORY can cover a single support level, specific modules or technologies, or the complete L1–L3 chain, depending on what your internal team already handles.

Is 24/7 support available?

Yes, for systems and processes agreed as business-critical. Service windows, escalation paths and reaction times are defined in the SLA.

How does switching AMS providers work?

Through a structured transition: reviewing the current scope and documentation, a knowledge transfer and shadow phase, then a controlled cutover with clear ownership from day one.

— Application Management Services

Application Management Services (AMS): support that keeps your landscape running

Ongoing incident, problem and change support for live enterprise systems — delivered as individual specialists, a dedicated team, or a fully managed service with clear SLAs.

Explainer

What is SAP AMS?

What Application Management Services cover, how AMS differs from Basis support and project work, typical service levels and pricing models.

Read the SAP AMS explainer Comparison

SAP managed services vs. in-house vs. freelancer

Nine criteria — coverage, knowledge retention, service levels, cost drivers and risk — compared side by side.

Compare SAP managed services

Why AMS

Signs it's time for external AMS support

Growing ticket and change backlog

Internal capacity can't keep up with incidents, service requests and new demands.

Slow response and resolution times

Open tickets sit longer than the business can tolerate.

Missing specialist skills

No in-house coverage for a specific module, technology or niche.

Recurring incidents

The same issues resurface because root causes are never analysed.

Performance and integration issues

Slow processes, unstable interfaces, technical bottlenecks.

No capacity for enhancements

Day-to-day operations consume the team, so improvements never happen.

Scope

What's included in the AMS scope

User and key user support
Incident management
Problem management and root-cause analysis
Service requests and functional changes
Functional support across modules (finance, logistics, operations, HR and others)
Technical support (system administration, database platforms, authorisations, technical integrations)
Custom backend development, web applications and custom code maintenance
Interface and integration monitoring
Monitoring and performance optimisation
Release, patch and update support
Documentation and knowledge management

Support levels

L1–L3, covered individually or end to end

L1 — First point of contact

Ticket intake, categorisation, standardised fixes, escalation to L2/L3, status communication.

L2 — Functional & technical resolution

Incident analysis, configuration fixes, service requests, minor enhancements, coordination with business teams.

L3 — Complex issues & development

Custom code and integration fixes, backend and Fiori development, root-cause work on recurring problems, release support.

OXORY can take on a single level, several levels, or the full L1–L3 chain — for example keeping your first-level support in-house while OXORY covers L2 and L3.

SLAs

Defined priorities, response times and service windows

Priority classification

Priority 1 – Critical

A business-critical process or production system is down, no workaround available.

Priority 2 – High

An important function is severely restricted, affecting multiple users or core processes.

Priority 3 – Medium

Limited impact, workaround available.

Priority 4 – Low

General request, minor change or planned enhancement with no immediate operational impact.

Service windows

Business hours support
Extended service windows on working days
On-call cover for critical incidents
Weekend and holiday cover
24/7 support for business-critical systems

Response times, resolution targets, escalation paths and reporting are agreed per priority level before go-live, and reviewed regularly once the service is running.

Engagement models

Flexible AMS models, not a one-size-fits-all contract

AMS on demand

Individual specialists called in for specific incidents, peaks or short-term gaps.

Dedicated AMS team

A fixed group of functional and technical specialists working continuously on your landscape.

Managed AMS with SLAs

OXORY runs the agreed scope end-to-end against defined SLAs and regular reporting.

Extension of your internal team

OXORY covers L2/L3 while your team keeps L1 and internal coordination.

Nearshore AMS

The same AMS scope delivered from a nearshore team for cost efficiency with overlapping working hours.

Provider switch

Moving to OXORY without disrupting the current service

01
Review
Review of current scope, SLAs and open backlog.
02
Knowledge transfer
Knowledge transfer and documentation check.
03
Shadow phase
OXORY works alongside the outgoing provider or internal team.
04
Cutover
Controlled cutover with clear ownership from day one.
05
Stabilisation
Stabilisation phase with regular service reviews.

FAQ

Frequently asked questions about Application Management Services (AMS)

Need AMS coverage for a live enterprise system?

Tell us the systems, modules and service levels involved and we'll suggest a support model and team shape.

Contact OXORY