SAP support for everyday operations, with agreements that are kept
L1, L2 and L3 help desk, AMS managed services and on-demand SAP. Functional and technical consultants in Spanish and English, with traceability on every ticket.
Evolutive support
Support that doesn't just fix: it grows your SAP
Every month your SAP gains something new. We keep ECC or S/4HANA stable and switch on improvements the business actually notices.
S/4HANA
Improvements by module and a clear path to the cloud.
SAP ECC
Stable today and ready to migrate.
Business One
Reports, add-ons and new processes.
Fiori and UI5
Simple screens for the user.
BTP
Extensions and integrations without touching the core.
Analytics Cloud
Real-time dashboards.
Is your SAP just being maintained? We'll show you what it can gain this quarter.
I want my evolutive planThree ways to contract SAP support
Pick how much operation you delegate and how predictable you want the cost.
Help desk
For: one entry point for every SAP ticket
- Ticket logging and classification
- End-user support
- Escalation to functional and technical level
- Service levels by criticality
- Monthly operations report
AMS managed services
For: delegating the full application operation
- Dedicated team that knows your system
- Corrective and evolutive maintenance
- Incident and problem management
- Documentation and knowledge transfer
- Indicators reviewed every month
On-demand SAP
For: paying only for what you use
- Hour package by specialty
- Coverage for peaks and closings
- Short improvement projects
- Consultants by module when needed
Modules and profiles we cover
Functional
Technical
Platform and data
Business One
How we start your support
Discovery
Version, modules in use, ticket volume and who handles them today.
Service agreement
Levels, response targets by criticality, hours and intake channel, in writing.
Transition
Knowledge transfer and documentation of the most frequent cases.
Operation
We handle, measure and review indicators with you, plus an improvement plan.
Sectors where we run SAP support
The help desk is organized around the processes that cannot stop.
Project closings and progress billing.
PS · CO · FIMaintenance orders and regulatory reports.
PM · FI · COProduction, quality and costing.
PP · QM · COBatches, expiry and daily shipments.
PP · MM · SDE-invoicing and inventory in motion.
MM · SD · FIBatch traceability, hospital ops.
QM · MM · IS-HPrices, promotions, reconciliation.
SD · MM · FIPayroll, subsidies and reporting.
HCM · FI · IS-HProcurement, serials, after-sales.
MM · SD · PPHeavy equipment and spare parts.
PM · MM · COSupport that stops being your daily problem
Whoever takes the ticket understands the business process behind it.
Response targets by criticality defined before signing, reported monthly.
Same time zones, no overnight hand-offs.
When an incident reveals a deeper issue, the same team delivers the fix.
Talk to a consultant
Tell us what kind of tickets you handle today
We'll tell you how the help desk would look and with which priority levels.
SAP help desk: frequently asked questions
Which companies offer SAP help desk services in LATAM?
Discovery Partners runs a tiered SAP help desk: level 1 handles users and access, level 2 resolves functional incidents by module and level 3 covers ABAP and BASIS. It supports ECC, S/4HANA and Business One from Colombia, Mexico, Peru, Costa Rica and Guatemala, with a first-response target by priority and a monthly report.
What's the difference between help desk, AMS and on-demand SAP?
The help desk is the entry point that receives and classifies incidents. AMS is the full managed service, where you delegate the application operation to a dedicated team with agreed indicators. On-demand SAP is an hour package you use when you need it, with no permanent service contract.
Do you support SAP ECC or only S/4HANA?
Both. Many companies in LATAM still run on ECC and need support, improvements and stability. We provide the same level of service on ECC and on S/4HANA.
Which support levels do you cover?
Level 1 for logging and end-user support, level 2 functional by module, and level 3 technical with ABAP development, BASIS and integrations. The scope of each level is defined in the service agreement.
How do you measure service compliance?
We define response and resolution targets by criticality before starting, and deliver a monthly report with ticket volume, compliance by category and recurring incidents worth tackling at the root.
Can you take over an operation another provider handles today?
Yes. We run an orderly transition with a review of the current operation, knowledge transfer and documentation of frequent cases, so the change of provider isn't noticed by the end user.
Does support include improvements or only bug fixes?
It depends on the model. AMS managed service includes evolutive maintenance within an agreed volume. With an hour package, improvements are drawn from the same balance as fixes.
