L1
Helpdesk & User Support
First-line support: user queries, password & access requests, navigation guidance, ticket logging and routing.
Managed Services · SAP AMS
Application Management Services
for SAP.
Keeping your SAP investment running, supported, and continuously improving — from helpdesk to full operational delegation.
SAP Gold PartnerOn-premise & cloudMEA · Caspian delivery
Why AMS
Go-live is the beginning, not the finish line.
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.
24/7
Operational continuity for mission-critical processes
1
Single point of accountability across functional & technical issues
0%
Knowledge loss when internal SAP experts leave
100%
On-premise compliant — no mandatory cloud dependency
Service model
A layered support model — choose your depth of engagement.
Tiers are cumulative and modular. Most clients start with L1–L3 and add L4 Managed Operations for specific modules or processes as confidence and trust build.
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).
Differentiated
L4
Managed Operations (Premium)
Phoenix resources act as your key users — executing recurring transactions and processes on your behalf, end to end.
L4 · Premium tier
Managed operations — we run the process, not just fix it.
Beyond support, Phoenix resources are embedded as virtual key users — executing your recurring SAP transactions and processes on a day-to-day basis. Your team retains decision authority and approvals; Phoenix handles the system execution.
Finance & Procurement
PO creation, goods receipts, invoice verification and posting, vendor master maintenance, period-end checklists.
Plant Maintenance
Work order creation and closure, maintenance-plan scheduling, notification processing, spare-parts reservations.
Master Data Management
Material, vendor, customer and BOM master-data creation, change requests, and data-quality cleanup cycles.
Reporting & Reconciliation
Recurring report generation, KPI dashboards, GL and sub-ledger reconciliations, exception monitoring.
Governance
Every L4 transaction follows your approval matrix and segregation-of-duties rules. Phoenix executes within roles assigned and audited by your organisation — all actions traceable to named Phoenix resources.
Service levels
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 incidents24/7
Process down, blocking business operations — response measured in minutes, not hours.
Functional (L2)
< 1 hr
Response
< 4 hrs
Resolution
Business process is down or a mission-critical function is blocked.
Technical (L3)
< 2 hrs
Response
< 8 hrs
Resolution
Basis, HANA, PI/PO or integration layer outage.
Standard incidents
P2 · HighBusiness hours
Functional (L2)< 4 hrs response · < 8 hrs resolution
Configuration & functional defects, report errors.
Technical (L3)< 8 hrs response · < 48 hrs resolution
ABAP development, performance tuning, add-on issues.
P3 · MediumBusiness hours
Functional (L2)< 8 hrs response · < 24 hrs resolution
Minor defects, cosmetic issues, how-to queries with configuration impact.
Supporting layers
L1 · HelpdeskBusiness hours
< 4 hrs response · < 8 hrs resolution
First-line user support: queries, access requests, navigation guidance, ticket logging and routing.
L4 · Managed OperationsAligned to client hours
Per cycle response · Per cycle commitment resolution
Recurring transactional processing on agreed daily, weekly and monthly cadences — cycle-based, not incident-based.
Business-hours vs 24/7 windows, escalation paths and the L4 cycle cadences (daily / weekly / monthly close) are defined per contract against your operating model and time zones across MEA and the Caspian.
Commercial model
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.
Pay-as-you-go
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.
Dedicated capacity
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.
Predictable scope
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.
Hybrid by design. Combine models — e.g. a flat monthly fee for L1–L3 baseline, topped up with a resident FTE for L4 Managed Operations, plus an hourly bundle for project-driven enhancements.
Onboarding
A structured transition — live support from day one.
Typical transition is 6–8 weeks depending on landscape complexity and number of in-scope modules. Day-one coverage is maintained via the incumbent-Phoenix overlap.
- Weeks 1–2Knowledge transfer & discovery
Review landscape, open issues, documentation, ticket history and key-user interviews. Define support scope and SLAs.
- Weeks 3–4Shadow support
Phoenix team shadows the incumbent support / internal IT on live tickets, building familiarity with the live environment.
- Weeks 5–6Parallel run
Phoenix handles tickets with incumbent oversight; SLA dashboards activated; escalation paths tested end-to-end.
- Week 7+Full cutover
Phoenix assumes full AMS responsibility per contracted SLAs. L4 Managed Operations resources embed with key-user teams.
Governance
Built-in governance & continuous improvement.
Monthly service review
SLA performance, ticket trends, root-cause analysis, and improvement actions reviewed jointly with stakeholders.
Quarterly health check
System performance review, security patch status, WRICEF quality audit, and technical-debt assessment.
Continuous-improvement backlog
Recurring issues converted into permanent fixes or enhancements via a managed change-request pipeline.
Knowledge base & documentation
A living repository of solutions, configuration decisions and process documentation — owned jointly with the client.
Why Phoenix
A regional partner with deep SAP expertise.
Regional footprint
Delivery from Cairo, Dubai, Riyadh, Doha, Muscat and Baku — SAP professionals across the MEA region and the Caspian.
SAP Gold Partner
S/4HANA implementation depth across oil & gas, with on-premise specialization for regulated public-sector clients.
End-to-end capability
From implementation through AMS, plus AWS cloud, DevOps and data science — one partner across the SAP lifecycle.
Flexible commercial models
Hourly, FTE, flat-fee or hybrid — structured around how your organisation wants to consume support.
Next steps
Let's scope your AMS engagement.
1
Scoping workshop
Half-day session to review your SAP landscape, current support pain points, and define in-scope modules and tiers (including L4 candidates).
2
Tailored proposal
Formal commercial proposal with SLA matrix, commercial-model recommendation and transition timeline specific to your environment.
3
Onboard & go-live
6–8 week structured transition, with live support coverage maintained from day one.
Customer stories
Customers on this journey.
Real Phoenix engagements — measured outcomes at MEA scale.
Pharmaceutical distribution·Egypt
Pharmaoverseas Group
Egypt's largest pharma distributor moves SAP to the cloud.
2,500 Users digitalized50% Uptime improvement
Manufacturing (Plumbing)·Egypt · Germany
EGIC Group
Plumbing market-leader upgrades SAP to RISE on AWS in a month.
80% Uptime improvement100% Hardware cost reduction
Real Estate·Egypt · MENA
Arab Developers Holding
Real-estate group refactors SAP to HANA — with GenAI on top.
90% Backup time reduction11×9s Data durability (S3)
FAQ
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–L3 and add L4 Managed Operations later?
Yes — tiers are cumulative and modular. Clients typically start with L1–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 6–8 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.
Talk to us
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.