SAP Managed Services

SAP Managed Services offered by S&T enable external maintenance and operation of implemented business solutions. SAP Managed Services are tailored to specific customer needs. Our service portfolio includes software development, product know-how and professional consulting, all based on many years of experience. Our customers benefit from these first-class, integrated software services.
S&T offers the following services in the field of SAP Managed Services:

  • Service Desk
  • 1st and 2nd Level Support
  • Continuous Maintenance and Improvement
  • Continuous Change
  • Customer Service Management
  • SAP Hosting




Service Desk

S&T´s service desk offers a central point of contact for all inquiries and responses, which has the following main responsibilities:

  • Being available 24/7
  • Assigning inquiries to the appropriate experts
  • Providing up-to-date feedback about the processing status
  • Ensuring that the promised time frames will be met
  • Preparation of client reports

1st and 2nd Level Support

S&T offers 1st and 2nd level support to its customers via a user help desk and a service portal. Helping our customers to manage their IT problems is one of our main tasks and the complexness of an inquiry determines what sort of support is the best solution for each request.

1st level support
Operational inquiries from customers should ideally be resolved through key users in the specific departments. The 1st level support is the first point of contact for incoming support requests. 

2nd level support
The 2nd level support assists the 1st level support and deals with more complex requests. 2nd level support provides key user assistance for disruptions to applications and adjustment of customizing/programming if things go wrong. The team also provides advice regarding complicated business scenarios.

Continuous Maintenance and Improvement

The continuous maintenance of SAP software optimizes workflow/archives and helps monitor transaction data. The continuous improvement of installed solutions improves existing processes and structures and provides a better level of customization.

Continuous Maintenance
Our services include all necessary maintenance work in order to keep the system up to date:

- Incorporating own developments (e.g. interface format changes)
- User management 
- Monitoring of interfaces
- Implementation of support packages

Customer benefits:

- Easier implementation of notes and service packages
- Better execution of periodic and critical mass activities 

Continuous Improvement
Our services:

- Minor optimization and improvements in the implemented procedures
- Generation of new types of documents
- Generation of new or updating of existing evaluations
- Train new customer personnel / key users

Customer benefits:

- Enhancement of programs and reports
- Creation and updating of documentation
- Optimization of application in order to improve stability, performance and processing speed


Continuous Change

The implementation of new SAP functions and components is important to keep up with new releases and IT trends. By working together with our implementation advisors it is possible to continuously implement functional release upgrades.

Our services:

- Upgrades (professional/technical)
- Drawing-up and implementation of user-privilege concept
- Drawing-up and implementation of data archiving concept
- SAP long term development plan

Customer benefits:

- Easier to develop archiving concepts
- Transparent management of new releases


Customer Service Management

S&T´s customer service management involves the provision of a dedicated customer services manager who helps to coordinate SAP services and to manage service preparation and implementation. Our project management team ensures that all SAP managed services are provided smoothly and to the complete satisfaction of customers.

Our services:

- Suggestions for improvement
- Arranging change requests
- Optimization of service levels
- Informative reporting and invoicing

Customer benefits:

- Transparent service reporting
- Compliance of guaranteed service-level agreements (SLAs)

SAP Hosting

Optimization of existing business processes and the boosting productivity and performance is becoming more and more important for companies. SAP hosting optimizes the existing business processes and IT systems and infrastructure in order to enhance the ability of companies to compete. S&T experts provide a comprehensive range of timely, on-demand hosting services for helping our customers derive maximum value from the installed SAP solution.

Our services:

- Hosting of SAP applications and solutions
- Managing hosted environments for SAP hosted applications

Customer benefits:

- Cost effective – avoid the need to buy and maintain your own hardware
- Highly secure
- Reliable and scalable service and up-to-date support
- Applications and infrastructure can be adapted to higher requirements
- System availability
- Rapid response time