Day-to-day operations and monitoring
We carry out daily system checks, performance monitoring, alert handling, anomaly response and monthly reporting.
SAP Basis 24/7 - managed service
We provide 24/7 technical maintenance for SAP environments: monitoring, patching, performance tuning, change management, kernel upgrades and SAP HANA administration.
The service includes an SLA for critical incidents: response within 1 hour and incident handling within an agreed restoration time. We deliver Tier 1 and Tier 2 under a single accountability model.
What your organisation gains
Stability of a critical system without growing an internal Basis team
Instead of hiring, training and retaining a multi-person SAP Basis team, the organisation gains access to a ready technical team available 24/7.
Response to a critical incident within hours
The SLA is defined in hours, not days. A critical incident goes directly to a duty engineer and is handled according to the agreed escalation procedure.
Patching and SAP Security Notes under control
We regularly plan and apply SAP Security Notes, kernel updates and support packages. This helps close one of the typical gaps in SAP environments: delaying patches and technical updates.
Predictable maintenance cost
A fixed monthly fee makes it easier to plan SAP maintenance costs than a model based on the unpredictable cost of an internal team, on-call duty and ad hoc consulting support.
What we deliver on this project
Patching and SAP Security Notes
We plan and apply SAP Security Notes, kernel updates, support packages and a framework update plan for the SAP environment.
Performance tuning
We analyse the performance of SAP systems, optimise parameters, identify bottlenecks and support optimisation of the SAP HANA workload.
Change management and transports
We handle change management, transport verification and compliance with the client's procedures. Optionally, we support a Rev-Trac deployment.
SAP HANA administration
We provide SAP HANA database administration, backup, disaster recovery, high availability and scale-up/scale-out planning.
24/7 incident response
We provide a dedicated duty team, escalation to a specialist in line with the SLA, and handling of critical incidents around the clock.
How we deliver projects in this area
Onboarding for SAP Basis 24/7 begins with an audit of the current state of the environment. This covers a system inventory, configuration, documentation, technical debt and existing maintenance procedures.
We then establish the SLA, escalation procedures and scope of responsibility: what SNOK delivers, what remains with the client's team, and what depends on the cloud or infrastructure provider.
We treat the first month as a shadowing period. We learn the specifics of the environment, observe operational cycles, analyse recurring incidents and refine procedures.
From the second month, we take over responsibility for the agreed scope of service. We prepare monthly reports for the CIO and quarterly service reviews for the board or steering committee.
Technology stack
SAP NetWeaverSAP S/4HANASAP HANASAP Solution ManagerSAP Focused RunSAP LaMaSUSE Linux Enterprise Server for SAPMicrosoft Sentinel - integrationSplunk - integrationPagerDuty / OpsgenieServiceNowJira Service Management
Partnerships backed by our team's certifications. Full authorisation for delivery and support.
Where we have delivered similar solutions
International FMCG manufacturer
SAP Basis 24/7 for 700 users across three subsidiaries. Average response time was under 2 hours.
Industrial manufacturer
Tier 1 and Tier 2 Basis support under a single accountability model. The project reduced critical incidents by 60%.
Corporate group
SAP Basis for four subsidiaries, a unified SLA, and consolidated operational reporting.
FAQ - SAP Basis 24/7
Is SAP Basis 24/7 more expensive than an in-house team? +
In many mid-sized organisations, the managed service model can be cheaper than maintaining 2-3 SAP Basis full-time positions plus ad hoc consulting support. It also reduces the risk of a specialist being unavailable at a critical moment.
Does SNOK also cover SAP application support? +
Not by default. SAP Basis 24/7 covers the technical layer: the system, database, kernel, monitoring, updates and administration. Application support, functional support and custom development can be delivered as separate modules.
How does escalation work for a critical incident? +
The alert is acknowledged by a duty engineer, then analysed and classified according to the escalation procedure. A critical incident is assigned a dedicated engineer and a duty manager, with actions carried out under the agreed SLA.
Does SNOK support SAP in the cloud - RISE, Azure, AWS? +
Yes. We have experience with RISE with SAP, GROW with SAP, Azure for SAP, AWS for SAP and Google Cloud for SAP. The scope of responsibility depends on the hosting model. Under RISE, part of the responsibility remains with SAP.