SAP Support Services
Not every organisation needs to outsource its whole SAP landscape. Many just need reliable expertise available when something breaks, when a change is needed, or when month-end close is one person short.
CssInfotech provides flexible SAP support — functional and technical application support on a retained or ticket basis, post-go-live hypercare, and period-close cover. You keep your Basis team and your control; we add depth where you need it.
When Support Services Are the Right Fit
We offer both support services and full managed services. This page covers the lighter, more flexible option — and for a lot of organisations it is the better commercial fit.
You already have an internal team
If you have a Basis administrator and one or two functional people, you do not need an AMS contract that duplicates them. What you usually need is depth in specific areas — a CO specialist for costing questions, an ABAP developer for the backlog, someone who genuinely knows pricing procedures — available when required rather than employed full time.
Your demand is uneven
Support demand is rarely flat. Month-end is busy, mid-month is quiet, year-end is intense, and a go-live creates a spike. A retained-hours model lets you draw on capacity when the peak arrives instead of paying for it continuously.
You want to keep control
Some organisations, particularly in regulated sectors, prefer to keep operational ownership in-house for governance reasons. Support services give you expert capacity without transferring accountability for the landscape.
Our SAP Support Services
Flexible support across the functional and technical layers, sized to what you actually need.
Functional Application Support
Answers from people who understand the process, not just the screen.
- FI, CO, MM, SD, PP, QM and PM issue investigation
- Configuration changes and enhancement requests
- Master data and process troubleshooting
- User query resolution with explanation, not just a fix
- See our functional consulting
Technical Support
Debugging, fixes and performance work across the technical stack.
- ABAP debugging, error correction and short dumps
- Fiori and UI5 app issues and OData service errors
- Interface and integration failure investigation
- Performance analysis and targeted optimisation
- Report and form corrections
Post Go-Live Hypercare
Intensive support through the period that decides how a go-live is remembered.
- Elevated coverage for an agreed stabilisation window
- Rapid triage with direct access to senior consultants
- Daily issue review with your project and business teams
- Support through the first full period close
- Structured handover into steady-state support
Period-Close Support
Extra capable hands exactly when the pressure peaks.
- Month, quarter and year-end close assistance
- Reconciliation difference investigation
- Close checklist execution support
- Cover during leave, sickness or team transitions
- Close process improvement recommendations
Root Cause Analysis
For the recurring problem nobody has had time to solve.
- Deep investigation of repeat incidents
- Cross-module and integration issue tracing
- Written findings with a permanent fix recommendation
- SAP incident handling and OSS note research
- Fix implementation and verification
Change & Enhancement Delivery
The backlog that never quite reaches the top of the list.
- Small to medium change requests delivered from retained hours
- New reports, forms, interfaces and Fiori apps
- Configuration changes with proper testing and documentation
- Transport management through your landscape
- Regression testing on affected processes
Support Models
Three ways to buy support. We will recommend the one that fits your demand pattern, not the largest one.
Retained Hours
A monthly block of hours drawn down as you need it. Our most popular model.
- Agreed monthly hours across functional and technical skills
- Priority-based response times
- Transparent monthly statement of how time was used
- Scale the block up or down quarterly
- Clear, agreed treatment of unused hours
Ticket-Based Support
Pay for what you raise. Suits low, unpredictable volumes.
- Per-incident or per-change pricing
- No monthly commitment
- Agreed response targets by priority
- Estimate provided before work starts on larger items
- Straightforward route to upgrade to retained hours
Dedicated Resource
A named consultant allocated to you full or part time.
- Consistent person who learns your system deeply
- Full-time or part-time allocation
- Works within your process, tooling and sprints
- Technical lead available for review and escalation
- Best where there is a steady, ongoing workload
Hypercare Package
A fixed-term, elevated support window around a go-live.
- Defined start and end, typically four to twelve weeks
- Elevated coverage hours and faster response
- Senior consultants directly accessible
- Coverage through the first period close
- Documented transition into ongoing support
How We Onboard a Support Engagement
Support quality depends on system knowledge. We invest in that up front rather than learning on your first critical incident.
- System discoveryWe document your landscape, modules in scope, custom code, interfaces, known issues and the batch schedule — before the service starts.
- Scope & model agreementWhat is in scope, what is not, response targets by priority, escalation path and the commercial model, all written down.
- Access & tooling setupSystem access, your ticketing tool, communication channels and reporting format established and tested.
- Knowledge captureWe build a knowledge base of your specific configuration and quirks from day one, and it grows with every ticket we handle.
- Service startSupport goes live with a defined settling period, during which we expect to be learning and say so rather than pretending otherwise.
- Review & adjustMonthly reporting on tickets, time and recurring themes, with the retained block resized if the pattern turns out different from expected.
What Our Support Includes as Standard
These are not premium extras. They are what we consider a baseline professional support service.
- Explanation, not just resolution — your team learns from each ticket
- Root cause tracking — repeat issues get escalated to permanent fixes
- Documentation of every change — what changed, why, and what it affects
- Regression awareness — we test what a change touches, not just the change
- Transparent time reporting — you see exactly where hours went
- Named contacts — consultants who know your system, not a rotating pool
- Proper handover on exit — knowledge stays with you if we part ways
- Honest scope advice — we say when something is beyond support and needs a project
Industries We Support
Support requires knowing the process as well as the system. These are the sectors we know well.
Why Choose CssInfotech for SAP Support
Support is where vendors are easiest to judge. Either issues get resolved and stop coming back, or they do not.
We explain the fix
Every resolution comes with an explanation your team can learn from. Support that leaves you equally dependent next month is not good value.
Recurring issues get killed
We track repeat incidents and push for permanent fixes rather than reapplying the same workaround and billing for it each time.
Functional and technical together
Most real issues cross that boundary. Having both in one team means no ping-pong between a functional consultant and a developer.
Right-sized commercially
We will recommend ticket-based support over a retained block if your volumes are genuinely low, and tell you when full managed services would serve you better.
No lock-in by obscurity
Documentation and knowledge live in your systems. If you build an internal team and need us less, that is a good outcome, not a threat.
Escalation that works
Senior consultants and our technical leads are reachable. Difficult problems do not sit in a queue waiting for someone with the right authority.
SAP Support Services FAQs
How is this different from your managed services offering?
Support services are application and functional support on a flexible, retained or per-ticket basis, with your team keeping Basis and infrastructure ownership. Managed services means we take ownership of the whole landscape including Basis, HANA administration, patching and disaster recovery, under formal SLAs. If you have an internal Basis capability, support services is usually the better commercial fit.
What happens to unused retained hours?
We agree this explicitly in the contract rather than leaving it vague, since it is the most common source of friction in retained arrangements. Common approaches are limited carry-forward into the following month or a quarterly resize of the block. We would rather resize your block than quietly bill for hours you never use.
What response times do you offer?
Response targets are set by priority and agreed during onboarding, based on your business impact rather than a standard template. Critical production issues get the fastest response; routine changes are scheduled. We report actual performance against those targets monthly, including where we missed.
Can you support just one module?
Yes. Single-module support — often CO, SD pricing or a specific technical area — is a common engagement. We match a consultant with genuine depth in that area rather than assigning a generalist and hoping.
Do you need permanent access to our systems?
We need access to investigate effectively, but the model is yours to set. Some clients grant standing named-user access with full logging; others use time-boxed or firefighter access per incident. Both work. We will tell you honestly where restricted access will slow down resolution.
Can support hours be used for small development work?
Yes, and most clients do exactly that — small reports, form changes, minor Fiori adjustments and configuration changes all come out of retained hours. For anything large enough to need design and testing phases, we will flag it as a project and estimate it separately rather than silently consuming your support block.
Related SAP Services
Support engagements often connect to these services.
Get SAP Expertise When You Need It, Not on the Payroll
Tell us which modules you run and roughly how much support you need each month. We will propose a right-sized model — and say so if you need less than you thought.