In an increasingly competitive environment, companies must structure their IT ecosystems around high-performing networks and innovative business processes. This requires proactive support from experts who help manage the complexity of cross-functional solutions and optimize the lifecycle of every application.

SAP’s Services organization offers high-level Maintenance services that can help you optimize your SAP solutions, reduce risks, accelerate innovation, and manage the lifecycle of your applications, delivering benefits in the following four areas:

Continuous Improvement and Innovation

Access to the latest software and Enhancement Packages (feature extensions), as well as Support Packages (bundled fixes) and Legal Change Packages (updates for legal changes).
Advanced tools and procedures designed to assist with SAP software implementation and upgrades.
A five-day engagement with a SAP Solutions Architect to analyze your strategy regarding Enhancement Packages.

Support for Critical Operations

A service commitment characterized by short initial response times and effective corrective measures.
24/7 access to the SAP support center.
24/7 root cause analysis for SAP software and custom code.
Continuous quality checks to identify technical risks and optimization opportunities.

Global SAP Support Infrastructure

Ecosystem-wide collaboration with remote diagnostics via the SAP Solution Manager tool, connecting customers with SAP experts worldwide.

Tools, Methodologies, Content, and Community Participation

Proven methodologies, practices, and standards to optimize SAP software implementation and manage end-to-end operations effectively.

Over 10,000 professionals dedicated to customer support.
Operations in more than 54 countries.
Technical support from more than 15,000 developers.
A centralized team managing all SAP installations globally.
A database of technical risks faced by SAP customers, enriched by inputs from the entire SAP customer base.

SAP Active Global Support – A Global Organization

SAP Maintenance Through a Partner Network

SAP increasingly relies on its partners to provide support and maintenance to SAP customers. Customers can choose between two SAP Maintenance models:

SAP Delivered Support: The Maintenance contract is signed directly with SAP.
VAR Delivered Support: The Maintenance contract is signed with a SAP Value-Added Reseller (VAR).

Benefits of Partner-Delivered SAP Maintenance :

The entry point for support is the VAR involved in implementing the solutions. Customers work with professionals who understand their solutions and provide personalized assistance in their native language.
Customers benefit from the VAR’s SAP Solution Manager environments, connected to their own systems. In contrast, with SAP Delivered Support, customers must install and manage their own SAP Solution Manager servers.
While the VAR serves as the first point of contact, Level 2 SAP Maintenance remains available and the VAR does not replace SAP.

In the case of SAP Editor Maintenance subscribed via a partner, maintenance requests are processed by the partner according to the following scheme :

SAP Solution Manager

Day-to-day SAP Maintenance management is based on SAP Solution Manager functionalities.

PCoE, Partner Center of Expertise

In 2011, SAP introduced a certification program for partners offering SAP support services, known as the Partner Center of Expertise (PCoE). Only partners holding this certification are authorized to provide SAP Maintenance services.

Applium – Your SAP Support Partner

As a SAP Value-Added Reseller (VAR), Applium offers SAP Maintenance services to its clients and acts as the first level of expertise.

PCoE Certification: Applium has been SAP PCoE certified since January 1, 2012, with renewals in April 2014, June 2016, June 2017, January 2019, December 2020, and June 2023, valid until June 2025.
Maintenance Services: Delivered by Applium’s SAP Support and Maintenance Center (CSM), the same team responsible for Application Maintenance (TMA) and Technical Maintenance (TME).

Applium clients benefit from a single point of contact for: