Frequently Asked Questions
Application Management Services: Frequently Asked Questions
Everything you need to know about the Application Management Services engagement model at MYGO Consulting.
What SLA tiers do you offer?
We offer tiered SLAs based on incident severity. Critical production-down issues receive a 1-hour response with continuous resolution effort. High-severity issues receive 2-4 hour response times. Medium and low-severity items are handled within next-business-day to 5-business-day timelines. All SLAs are contractual with performance reporting.
How does the transition from implementation to AMS work?
We run a structured transition phase, typically 4-6 weeks, that includes knowledge transfer sessions, system documentation, runbook creation, and parallel support. If MYGO performed the implementation, the transition is seamless since our AMS team is already familiar with the solution design and configuration decisions.
Can AMS cover multiple SAP modules and products?
Yes. Our AMS teams are organized by competency area: S/4HANA core, supply chain (IBP, EWM, TM), BTP, analytics, and more. For multi-module environments, we assemble cross-functional teams with the right expertise mix, managed under a single service delivery framework.
How do you handle enhancement requests versus incidents?
Incidents and enhancements follow separate workflows with distinct SLAs. Incidents are prioritized by business impact and resolved within agreed response times. Enhancement requests go through a change advisory board process, are scoped and estimated, and are delivered in planned release cycles, typically monthly or quarterly sprints.
What reporting do we receive?
Monthly reports cover SLA performance, ticket volume and trends, resolution times, root cause analysis for recurring issues, and improvement recommendations. Quarterly business reviews provide strategic-level reporting including system health scores, optimization opportunities, and roadmap alignment assessments.
Still Have Questions?
Talk to our SAP experts and get answers to your specific questions directly.