SAP Cloud Application Support Services
Running SAP in the cloud removes infrastructure complexity – but it does not remove the need for daily application support.
SAP Cloud Application Support Services
SAP cloud solutions include vendor-provided Enterprise Support service as part of the subscription. This support keeps the product stable and available.
However, day-to-day system usage raises configuration questions, process issues, integration challenges, and ongoing changes that require ongoing application-level support and often go beyond the vendor's service.
SAP Cloud Application Services from ACBaltica help you handle these topics in a structured and predictable way, while SAP continues to support the cloud product itself.
Why SAP cloud support alone is often not enough
The main goal of vendor-provided support services is to ensure system availability and the timely fixing of defects. It's not designed to cover the daily operational work that comes with using the system.
However, in real life, most requests from users of cloud SAP apps (same as from those working on-prem!) are about processes, configuration, and changes introduced by regular updates – not technical failures. Additionally, each update requires review, testing, and communication with users, which also creates many headaches.
To address these topics, someone on the customer side must take ownership: analyze the issue, assess options, and decide when to involve SAP support. And many organizations simply do not have the capacity or specialized expertise to manage this continuously.
How an SAP partner complements SAP Cloud support
SAP cloud support keeps the system running.
Application support from an SAP partner helps you use the system effectively. We are not replacing SAP support. Instead, we provide application-level support for SAP cloud solutions, with clear ownership and transparent processes.
What we do
- Single point of contact
Your users and IT team contact ACBaltica first. We analyze, prioritize, and resolve issues or questions. - Configuration and process support
We support system settings, roles and authorizations, business processes, and "how-to" questions. - Integration and extension support
We support interfaces, data flows, and custom extensions connected to your SAP cloud system. - Release readiness and change support
We review SAP cloud updates, assess their impact, support testing, and help users adapt to changes. - SAP case management
When SAP support needs to be involved, we prepare and manage the case, communicate with SAP, and track it until resolution.
You stay informed, without chasing tickets.
What we support
ACBaltica covers the full application-support scope for SAP cloud solutions, including:
- daily operations and incident management,
- functional and Fiori support,
- performance and security-related topics,
- SAP BTP administration and extensibility,
- Clean Core initiatives and code refactoring,
- release management and change requests,
- training, knowledge transfer, and AI-related services.
Scope of SAP Cloud Application Support service
| Service area | What it includes |
|---|
| Core operations and maintenance |
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| Incident & problem management | Analysis and resolution of application issues, root cause analysis, coordination of fixes, and escalation to SAP when required. |
| Proactive performance monitoring | Proactive monitoring of application behavior and performance to identify issues even before they impact users. |
| Compliance and security support | Support for roles, authorizations, and security-related configuration in line with SAP cloud standards. |
| Strategic Functional & Technical Support |
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| Functional support | Support for additional business processes, configuration questions, and “how-to” requests from users and key users. This section refers to tasks that come above your daily routine. |
| SAP Fiori support | Configuration and adaptation of SAP Fiori apps to user needs, including layout, catalogs, and roles. |
| Performance optimization | Identification and resolution of performance bottlenecks in applications, integrations, or custom extensions – on the level of application architecture and implementation logic. |
| SAP BTP management | Administration and support of SAP Business Technology Platform, ensuring custom applications and integrations remain functional. |
| SAP BTP optimization (HANA Cloud) | Resource management in SAP BTP, including administration and optimization of SAP HANA Cloud databases. |
| Support for the Clean Core strategy | Support in reducing legacy custom code and adopting modern extensibility to stay upgrade-ready. Code refactoring and migration of classic Z-developments to SAP BTP using side-by-side extension principles. |
| Extensibility management | Design, development, and support of side-by-side extensions that do not modify SAP standard code. |
| Release management | Impact analysis of SAP cloud releases, support for testing, and adaptation of processes to new functionality. |
| Change requests (development) | Design, development, and implementation of functional or technical changes based on business needs. |
| Training and knowledge transfer | User and key-user training, explanations of system behavior, and support during process changes. |
| AI-related services |
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| SAP Joule integration | Support for introducing SAP Joule, including setup and usage guidance as functionality becomes available. |
| AI scenario configuration | Configuration and adoption of standard AI scenarios (e.g. invoice matching, automation of routine tasks). |
| Chatbots and RPA support | Support and maintenance of bots and robotic process automation used for data entry and repetitive tasks. |
A detailed service scope is defined together with you based on your system landscape and needs.
How the support service works
All requests – incidents, questions, change requests, and improvements – go through a central service desk based on Jira.
Jira provides a single place to track priorities, progress, response times, and history.
In parallel, we build and maintain a knowledge base for your SAP solution. We document recurring issues and solutions to reduce repeated questions and support effort over time.
Monitoring and operations with SAP Cloud ALM
For SAP cloud solutions, SAP replaces SAP Solution Manager with SAP Cloud ALM. To get value from Cloud ALM, customers need a proper setup and ongoing tuning.
ACBaltica supports the setup and operation of SAP Cloud ALM, focusing on business-relevant monitoring, including:
- Business process monitoring
Real-time visibility into end-to-end processes (like Order-to-Cash) to detect issues early. - Integration monitoring
Monitoring and management of integrations between SAP S/4HANA Cloud and connected systems, both SAP (like Ariba, SAC, or SuccessFactors), and third-party.
Why choose Cloud Application Services from ACBaltica
Faster resolution in daily work
In practice, most issues are configuration- or process-related, so they do not require SAP tickets and can be quickly resolved.
Lower load on internal IT teams
As your partner, we take over routine operational work and SAP case handling.
Clear ownership
One team owns the issue from start to finish.
Better control over changes
SAP cloud updates become manageable, not disruptive.
Predictable costs
Support runs as a structured proactive service, not ad-hoc firefighting.
Experienced SAP consultants
Support comes from consultants who work with SAP cloud systems daily – not from a call center.
Let’s talk about your SAP Cloud application support model
Running business-critical applications in the cloud – same as on-prem – requires clear processes, stable operations, and reliable day-to-day support.
With more than 20 years of experience supporting enterprise applications across both on-premise and cloud environments, we help ensure cloud solutions remain stable, predictable, and aligned with business priorities.
Let’s start with a short conversation. It comes with no obligations or commitments – simply an opportunity to discuss your needs and determine whether ACBaltica can support your cloud application operations effectively.
Have any questions? We will help!
USA:
+1 332 239-4557
Europe:
+370 6 610-23-92