Support (AMS)

With our Application Management Service (AMS), we ensure the stable operation, further development and security of your platform. You benefit from clear processes, comprehensible documentation and defined response times. Support requests are handled centrally via our helpdesk portal.

  • Customer support that thinks ahead (SAP/Apps in focus): With Traniva AMS, you not only get help with malfunctions, but also proactive support for your SAP and business applications – so that issues are identified early, prioritised clearly and resolved sustainably.
  • How to become a Traniva customer: Get in touch with us – we will clarify the scope of application (e.g. SAP modules/interfaces), responsibilities and desired response times. You will then receive your onboarding and direct access to our support.
  • Just get started – no need for “massive hosting”: Whether you need individual SAP services, add-ons or a mature system landscape, we provide structured and transparent support for operations, changes, updates and support – with clear responsibilities and optional SLAs. (Hosting large infrastructure landscapes is not our focus; we usually work on your platform/with your host.)
  • Support that is scalable: from “best effort” to 24/7 – you choose the model that suits you best. We provide tickets, processes, monitoring/alerting at application level and fast, traceable processing.
  • Interfaces & operational reliability: We support you with SAP integrations (e.g. interfaces, jobs, user/authorisation issues, performance analyses, release support) and ensure that changes are controlled and documented.
  • Network basics as enablers (FW/VPN): If necessary, we provide selective support for firewall/VPN issues, access paths and approvals to ensure that SAP support, remote access and integrations function reliably – without having to operate your entire infrastructure.
  • Invite customers (CTA text): Would you like to purchase Traniva support for your SAP and business applications? Book an initial consultation – we will show you how AMS increases stability and noticeably reduces the workload on internal teams.
  • Trust through clarity: You will be assigned a dedicated contact person, receive comprehensible documentation and regular updates on the status of your tickets, causes and measures taken.
SUPPORT> Login

Overview of services

  • Incident & Problem Management: Record, prioritise, resolve and permanently prevent disruptions
  • Change & Release Management: Implementing planned changes (including maintenance windows, rollback strategy)
  • Monitoring & operational management: availability, performance, logs, proactive notifications
  • Updates & Security: Security updates, dependencies, maintenance of system components (according to scope)
  • Backup/Restore & Tests: Backup concept, recovery tests (depending on package)
  • Documentation: operating manual, known errors, runbooks, change log
  • Consulting & further development: roadmap, technical debt, improvement backlog

Support process (how it works)

  1. Create a request via the helpdesk portal
  2. Categorisation & prioritisation (e.g. critical/high/medium/low)
  3. Feedback within the agreed response time
  4. Solution / Workaround / Plan for resolution
  5. Conclusion, including brief documentation and, if applicable, “lessons learned”