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ABRIMATT
CONSULTING

Managed service · engineering support for your applications

Tier 2 and Tier 3 engineering support for the systems your business runs on.

We support the applications your business depends on: your ERP, your custom software and the integrations between them. That means resolving incidents under an agreed service level, fixing bugs, checking the health of databases and tuning queries, delivering small enhancements and minor releases, and verifying backups and rehearsing recovery, with engineers who know the systems, not a call script.

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What you get

What is included in Application Support

  • Incident resolution

    Faults picked up and worked on under an agreed service level, with a clear record of what was done.

  • Bug fixing

    Defects found, reproduced and fixed, with tests so that they do not return.

  • Database health and tuning

    Regular checks of database health and the queries that slow things down.

  • Enhancements and minor releases

    Small changes delivered on a regular cycle, without starting a project each time.

  • Backup verification and drills

    Backups checked, and recovery rehearsed, so that the plan has been proven.

  • Reporting and review

    A regular summary of incidents, trends and risks, and a review of what to improve.

Is it the right one?

Where it fits, and where it does not

We would rather you choose the right thing than the one we happen to be discussing.

A strong fit when

  • A critical system runs on one person's knowledge.
  • Incidents take too long to fix, or the same ones keep coming back.
  • You want small changes without a project each time.
  • You have a go-live behind you and need a steady team afterwards.

Look at something else when

  • You need general IT support for devices and users: see Managed IT Services.
  • The system is in poor condition and needs to be rebuilt: support will keep it going, but cannot fix its foundations (see Legacy System Modernization).
  • You want unlimited work for a fixed fee: the agreement sets what is covered, and larger changes are scoped separately.

How we run it

How we run Application Support

Every engagement runs in phases, so the business sees progress and risks surface early. The timescale for each phase is set after an assessment, not before.

  1. Assess

    Understand the system, its documentation, its history of incidents and its risks.

  2. Take over

    Receive the knowledge from whoever supports it now, and set up access and monitoring.

  3. Agree the service

    Define what is covered, response times by priority and how changes are requested.

  4. Support

    Resolve incidents, fix defects and keep the system healthy.

  5. Release

    Deliver enhancements and minor releases on a regular cycle.

  6. Review

    Look at the trends together, and address the causes of repeat problems.

Questions we are asked

Application Support: questions and answers

What do Tier 2 and Tier 3 mean?

Tier 1 is the first line, usually your own helpdesk, which handles common questions. Tier 2 handles problems that need technical investigation. Tier 3 is engineering: finding and fixing the root cause in the system. We provide Tiers 2 and 3.

Can you support a system you did not build?

Often yes, after a review of its condition and documentation. We say plainly what we find, and what we would need to improve first.

What are your response times?

They are agreed with you by priority and written into the support agreement. We do not quote one figure for every case, because the right levels depend on how critical each system is.

Goes well with

Related services

  • Managed service

    Managed IT Services

    Proactive monitoring, patching, helpdesk and system administration under an agreed service level.

    Explore Managed IT
  • Implementation

    ERP Application Deployment

    Full-lifecycle SAP implementation: blueprinting, configuration, data migration, testing and go-live support for finance, sales, stock and purchasing.

    Explore ERP Deployment
  • Engineering

    Software Development

    Design and engineering of business applications, portals and mobile apps, built with automated tests and released in steps.

    Explore Software Development

Delivered on

The solutions it is carried out on

  • On-premise

    SAP S/4HANA

    The SAP ERP suite for large, complex operations, on-premise or on infrastructure you manage: conversion from SAP ECC, new implementation and Central Finance.

    Explore S/4HANA
  • Applications

    Custom Software Development

    Business software built around the way you work, from internal tools and operations portals to platforms for your own customers.

    Explore Custom Software
  • Integration

    API Development & System Integration

    Secure APIs and connectors that tie your ERP, store, payments, partners and in-house software into one flow of data.

    Explore APIs & Integration

Start the conversation

Give your critical systems a team to call.

Tell us which applications you depend on and who supports them today. We will say what a support agreement would cover and how we would take over.

  • A review of the system and its risks before we take it on
  • Response times by priority, written into the agreement
  • A regular review of incidents and what to do about repeat problems

What happens next

  1. Tell us where you are

    A short form or a call: what you run today, and what is getting in the way.

  2. We review it with you

    A named consultant looks at your situation and talks through the options and what each would involve.

  3. You decide what comes next

    You leave with a clear picture and a recommended scope you can take to your team.