24/7 ERP Application Managed Services
Maximize your ERP investment with proactive monitoring, rapid issue resolution, and continuous optimization. Our AMS team ensures your systems run smoothly so you can focus on business growth.
Application Managed Services Tiers
Choose the right level of support for your organization's needs and budget. All tiers include our core AMS capabilities.
Essential
Core support for stable ERP environments
Professional
Comprehensive support with proactive monitoring
Enterprise
White-glove service with strategic partnership
Need a Custom AMS Package?
We can tailor our services to match your specific requirements, SLAs, and budget.
Discuss Custom RequirementsComprehensive AMS Service Scope
End-to-end application support covering all aspects of your ERP system lifecycle.
Incident & Problem Management
- 24/7 incident logging and tracking
- Root cause analysis and resolution
- Problem trend identification
- Knowledge base management
- Escalation management
- Infor OS & CloudSuite incident triage
Proactive Monitoring
- Real-time system health monitoring
- Performance metrics tracking
- Automated alerting and notifications
- Capacity planning and forecasting
- Predictive issue detection
- Infor LN / M3 environment health monitoring
Change & Release Management
- Change request assessment
- Release planning and coordination
- Testing and validation
- Deployment execution
- Rollback procedures
- Infor hotfix and CU release coordination
Performance Optimization
- Database tuning and optimization
- Query performance analysis
- System configuration optimization
- Resource utilization monitoring
- Bottleneck identification
- Infor ION & Ming.le performance tuning
Patch & Update Management
- Patch assessment and planning
- Testing in non-production environments
- Scheduled maintenance windows
- Version upgrade management
- Compatibility validation
- Infor CloudSuite cumulative update management
Security & Compliance
- Security patch management
- Access control monitoring
- Audit log review
- Compliance reporting
- Vulnerability assessment
- Infor security role & GRC configuration audits
Service Level Agreements
Clear, measurable SLAs ensure rapid response and resolution for all support requests.
| Priority Level | Description | Response Time | Resolution Target | Availability | Escalation |
|---|---|---|---|---|---|
| Critical (P1) | System down, business-critical functions unavailable | 15 minutes | 4 hours | 24/7/365 | Immediate to senior management |
| High (P2) | Major functionality impaired, significant business impact | 1 hour | 8 hours | 24/7/365 | After 4 hours |
| Medium (P3) | Moderate impact, workaround available | 4 hours | 24 hours | Business hours | After 12 hours |
| Low (P4) | Minor issue, minimal business impact | 8 hours | 5 business days | Business hours | After 3 days |
SLA Guarantees
We stand behind our commitments with financial penalties for SLA breaches and monthly service credits.
- Monthly service credits for missed SLAs
- Transparent SLA reporting and tracking
- Quarterly SLA performance reviews
Support Channels
Multiple ways to reach our support team with priority routing based on issue severity.
- 24/7 hotline for critical issues
- Email support with ticket tracking
- Live chat and customer portal
Ready to Optimize Your ERP Operations?
Let our AMS experts take care of your ERP systems so you can focus on strategic initiatives and business growth.