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SAP Support & Maintenance services

Whether you need to ensure smooth regular updates of your SAP software or custom development to comply with the new regulation, – partner up with a dedicated support service for the best results
SAP Support

Businesses face new challenges every day – to meet them, your business platform must adapt. Not only do you need to get regular updates and ensure everything goes smoothly – but you might also have to reconfigure your system or even require some custom development. And don’t forget about dealing with incidents or SAP support service, proactive monitoring to prevent issues, and consulting on system functionality. All these functions (and many more!) are usually performed by the support service. And instead of entrusting SAP support service to your internal team (or in addition to that), we recommend finding a dedicated support partner – cause their expertise and experience would probably be broader and deeper than you have in-house.

Choose your SAP Support Partner

The SAP Support partner is the keystone to your ability to leverage the potential of SAP solutions and recoup your investments. It is always better to subscribe to Support services with the same contractors that implemented the SAP solution for you since they already know everything about the system. But you might also go with any other company – note that it will take them some time to get on the course (usually it takes a few months).

While choosing the contractor, remember that support service is not only about responding to user requests.

And don’t forget that your SAP support and maintenance partner should have in-depth expertise in your business segment (proven with their portfolio of projects) and in the SAP products you use (proven with SAP certifications). And what’s even more important, they should be able to truly understand your business and be genuinely engaged in your success. They should be flexible and willing to adjust to your business processes.

Ensure that your SAP business Support partner is able to provide these services:
  • Support SAP BASIS (i.e. system maintenance and upgrade, performance optimization, setting up of system jobs, monitoring, and analyzing system logs)
  • Apply vendor’s recommendations on standard system functionality
  • Communicate with SAP on the issues in the standard functionality that have never been described before
  • Perform system configuration
  • Perform custom development
  • Find bugs in the custom development and address them
  • Consult on the future system development and how to address new business challenges
SAP Support Partner
If you have any questions on how we can help you support your SAP system and reach the desired results, do not hesitate to contact us.
SAP Application Support

SAP Application support from ACBaltica has all it takes to help you get the most out of your SAP solution (except for the part that requires changing the standard functionality):

  • All kinds of incidents
  • Version updates
  • SAP notes implementation
  • New features and custom development
  • Dealing with SAP support on your behalf
  • Consulting on the system functionality
  • And more!
SAP Support Partner 2
SAP Support Service packages
Explore the options included in any of these key aspects of the SAP support service.
Minimal Medium Maximum* Custom**
Support Services Benefits that you gain 160-320
hours/month
321-640
hours/month
641-1280
hours/month
1280+
hours/month
Assigned Support Coordinator A manager that can help you with all organizational issues
Dedicated Account Manager Your ambassador in the ACBaltica Support Team, who has answers to all your questions.
Team selection Control who joins your Support Team: you can choose employees by their experience, product portfolio, certifications, and more.
Request for a dedicated consultant If you have an issue that requires a dedicated support, we can allocate any of our consultants (of your choice) to join your team.
Flexible working hours We'll shift our working hours for your convenience.
On-site visits Because we believe that face-to-face communication is always better!
* — Es/StS required for on-prem
** — The package can include more features – even those not mentioned here
Minimal Medium Maximum* Custom**
Support Services Benefits that you gain 160-320
hours/month
321-640
hours/month
641-1280
hours/month
1280+
hours/month
ACBaltica Service Desk Customized issue tracking system to monitor incidents and provided service via convenient and user-friendly UI. Plus, it is a knowledge base built on our 20+ years of experience with SAP and explaining possible ways of resolving all kinds of issues.
Hotline First-line support in real-time – only during the office hours
24/7 Emergency line With business-critical incidents, you can rely on our support 24/7
Customer SolMan deployment * SAP Solution Manager is an end-to-end application lifecycle management solution that has plenty of tools for support management and issue prevention: Early Watch Alerts, Change Request Management, Solution Documentation, Test Management, and more.
* — S/SS required for on-prem
** — The package can include more features – even those not mentioned here
Minimal Medium Maximum* Custom**
Support Services Benefits that you gain 160-320
hours/month
321-640
hours/month
641-1280
hours/month
1280+
hours/month
Basis Support In addition to the SAP modules, we also support Basis – the environment that enables SAP applications to function. Our SAP-certified Basis specialists will take care of it for you.
Proactive monitoring A set of tools and competencies that allows us to resolve issues and effectively prevent them.
Consulting service for ABAP/Fiori developers and consultants If you have an internal team of developers and consultants working on custom features for your SAP solution, we can train/consult them and transfer our in-depth knowledge about SAP solutions
SAP workshops for end users (monthly) We can train the end-users to work with the implemented system – on a one-off or regular basis.
* — S/SS required for on-prem
** — The package can include more features – even those not mentioned here
Minimal Medium Maximum* Custom**
Support Services Benefits that you gain 160-320
hours/month
321-640
hours/month
641-1280
hours/month
1280+
hours/month
One Month Hours Rollover Transfer the unused support team's hours for the next month
Three Months Hours Rollover Transfer unused hours for the next three months
Dedicated hour package for change request Team's hours booked to fine-tune your SAP system, including minor custom development
Flexibility in the use of hours Not sure in which area you need more attention from our Support Team? We can be flexible and adjust on the fly!
* — S/SS required for on-prem
** — The package can include more features – even those not mentioned here
Minimal Medium Maximum* Custom**
Support Services Benefits that you gain 160-320
hours/month
321-640
hours/month
641-1280
hours/month
1280+
hours/month
Extended Real-time activity report Get more details on how your SAP system works
ACBaltica Support Dashboard Sophisticated report on provided Support Service
Advanced Report on Support Hours Usage This deport divided by incidents helps you optimize your costs. It allows you to track the most common issues and secure more time for them in the future.
Individual report design Need a custom report format? You have it!
* — S/SS required for on-prem
** — The package can include more features – even those not mentioned here
Our SAP expertise
ERP
SAP Customer Experience
SAP CRM
SuccessFactors
Employee Central
Recruiting
Onboarding
Learning
Perfomance&Goals
Business Technology Platform
SAP Datasphere
SAP Master Data Governance
SAP Integration Suite
SAP BPC
Development Tools and Technologies
Have any questions for SAP Support? We will help!
Leverage our in-depth expertise in SAP solutions to bring your business to the next level!
Contact Us
Why choose ACBaltica?
With our 20+ years of experience with SAP products and hundreds of successfully completed projects in dozens of industries, we can provide a full range of services around SAP solutions – including SAP Support.
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Dedicated support teams for every customer
Every request is handled by an experienced consultant/engineer who is already well-informed about your project details. This approach saves you time and effort.
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Versatile teams built based on your needs
Before assigning the team for your project, we explore your needs. It helps us create a versatile team of high-level specialists that can help you face any challenge – product update, bug fixing, or custom development. And since we ensure that everyone in the team is aware of your project, there's no chance that the absence of one team member can slow down the whole team's work.
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Broad expertise in SAP solutions (also in older software versions)
We have experience working with a vast majority of SAP products in any existing version. If you use the outdated version of an SAP product, we will help you make the most of it – or help you migrate to the updated release.
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Highly qualified professionals
Even the first-line support can promptly solve the typical issue saving your time.
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Competitive prices and in-depth expertise
With our delivery center in Eastern Europe and 20+ years of experience with SAP, we can guarantee that our price-to-quality ratio will fit both your needs and budget.
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Diverse industry knowledge
We have experience integrating and supporting SAP systems for 10+ industries. We know how to leverage the full potential of SAP products – no matter the industry.
Frequently asked questions about SAP Support

There are three types of support for SAP solutions:

  • Standard SAP Support. Provided by SAP, the service includes software updates, notes, and tickets for bug fixing and issue resolution.
  • Enterprise Support. The service is provided by SAP, and along with basic features from the Standard SAP Support package, it also includes the assistance of SAP experts in evaluating the innovation potential of the latest SAP enhancement package and leveraging its capabilities, remote checks to analyze planned or existing modifications and identify possible conflicts between custom code and enhancement packages. For more details, follow the link.
  • Application Support. Provided by the certified SAP Partner, this package covers ongoing support and maintenance for your SAP solutions. It involves monitoring, managing, and optimizing the performance of SAP applications (including system updates, SAP notes and new features implementation, custom development, and consulting on system functionality) and addressing any bugs or issues that may arise (including dealing with SAP support when needed).

There's also a Support Service for Cloud SAP solutions. It includes assistance with implementing and operating SAP applications in a cloud environment (migration, configuration, security, system maintenance, technical operation tasks, and more).

The price of support service is usually calculated as a percentage of the cost of an SAP software license, and it varies depending on the specific SAP product, the level of support required, and the size and complexity of the customer's SAP landscape. ACBaltica offers several support options, including Standard Support, Enterprise Support (in cooperation with SAP), and Application Support – each with different levels of services and pricing.

At ACBaltica, we provide SAP development services either within a development service package or as a part of the support service (the scope of work would differ for these two cases). We have a team with in-depth expertise in a wide variety of SAP products (including different versions of these products) in dozens of industries.

Yes, we take all measures to ensure the safety and privacy of all sensitive corporate information, and we sign an NDA.

We can use your service desk or provide you with the SAP solution manager. It will allow you to create tickets and track their execution and compliance with the Service Level Agreement.

The service desk allows us to calculate the SLA compliance automatically and in real-time. Additionally, you can track the aggregated SLA reports.

The recommended minimum for SAP support service consists of BASIS support, proactive monitoring, support for business processes, and module-specific support.

Depending on your needs, we can suggest the following services:

  • 24/7 support. Within some of our support service packages, we can provide you with 24/7 support. Whatever your working hours, we can be flexible and adjust to it – in terms of our agreement.
  • Trainings. If you need, we can perform training on the new features of the SAP products you need or train your employees to work with SAP products in general.
  • Team member selection. You can select the team if you subscribe to Maximum or Custom support packages – we provide you with candidates’ CVs and arrange interviews.
  • Personal manager. In general, whether or not you will have a personal manager for SAP support depends on the specific program you choose and the level of service you require. But we can provide you with a personal manager if you need that – even if this service is not included in the chosen package. Contact us for details.
  • On-site visits. By default, we work remotely – but we can agree about on-site visits if you need that.

And many more! Check the table above for details, or contact us for more options.

Yes, we can strengthen your team with our knowledge and expertise. Contact us for details on cooperation models and possible options.

Have any questions? We will help!

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