A helpdesk, a monitoring layer and a tuning schedule — so the system you went live with keeps performing as your data and headcount grow.
Once you're live, the risk shifts from configuration to drift
Unindexed reports slow down, ad-hoc customisations pile up, and small issues sit unresolved because no one owns them.
Our support desk gives every ticket a named owner and a resolution path, backed by a consultant who already understands your build — not a generic queue.
Support runs on three tiers, so the level of cover matches what's actually at stake for your business, from email-only assistance to a dedicated consultant on call.
Reactive and proactive cover, on every plan
The same six work streams run underneath all three support tiers — only the response speed and depth change.
Helpdesk ticketing
A logged, tracked ticket system with SLA-bound response times by severity.
Issue triage & resolution
Root-cause fixes, not workarounds — consultants who can read your specific configuration.
Patch & version management
Planned testing and rollout of SAP B1 patches and version upgrades.
Performance tuning
Query, report and database tuning as transaction volumes grow.
Periodic health checks
Scheduled reviews of system performance, backups and licence utilisation.
User enablement
A living knowledge base and refresher training as staff turn over.
Three support tiers
Match the cover to what's actually at risk if the system goes down.
Standard
- Business-hours helpdesk
- Next-business-day response
- Quarterly health check
- Email & ticket support
Priority
- Extended-hours coverage
- 2-hour response SLA
- Monthly health check
- Proactive monitoring alerts
Dedicated
- Named consultant on call
- 24/7 critical-issue response
- Monthly tuning & review
- Direct line, no ticket queue
How a ticket actually moves
The same path on every tier — only the speed and escalation rules change.
Log & triage
Every ticket is logged with severity and routed to a consultant who already knows your configuration.
Diagnose
Root cause is identified against your specific build — not a generic SAP B1 knowledge base article.
Resolve or escalate
Fixed directly where possible; escalated to a senior consultant or SAP itself when it can't be.
Close & document
Resolution is logged against your system's history, so the next ticket starts with more context, not less.
Support delivery at a glance
Figures are illustrative — swap in your own support metrics.
What changes for your business
Predictable cost
A flat monthly plan instead of unplanned consulting invoices when something breaks.
Faster resolution
Tickets land with consultants who already know your configuration history.
Issues caught early
Monitoring and health checks surface drift before it becomes downtime.
Internal IT freed up
Your team stops being the first line of defence for ERP issues.
Support FAQs
The questions that come up most when teams are choosing a tier.
How does ticket severity get decided?
You set it at submission based on business impact — a down production system is Critical, a cosmetic report issue is Low. SLA clocks run from severity, not arrival order.
Can we move between tiers later?
Yes. Tiers are reviewed quarterly, and you can step up before a busy season or step down once volumes settle, without renegotiating the whole contract.
What's covered outside business hours?
Tier 1 is business-hours only. Tier 2 adds extended-hours coverage. Tier 3 includes 24/7 response for critical, system-down issues specifically.
Are SAP B1 patches included, or billed separately?
Planned patch testing and rollout is included on every tier — it's scheduled work, not a reactive ticket, so it doesn't compete with your support hours.
Do you monitor the system, or just respond to tickets?
Tier 2 and Tier 3 include proactive monitoring — failed jobs, performance thresholds and backup status are flagged before they turn into a ticket from your end.
What happens if an issue needs an SAP escalation?
Your consultant raises and manages the SAP ticket directly, so you're not relaying technical details back and forth between two support desks.
Not sure which tier fits?
Tell us your transaction volume and how critical the system is to daily operations — we'll recommend a tier.
Get in touch
Tell us what you're running today and where it's breaking down. We'll respond with next steps, not a sales script.
info@2isolutions.com