Keep commerce running, and keep it improving.
Platform support, DevOps, release engineering, monitoring and continuous improvement handled by people who know the codebase.
When support becomes the bottleneck
Incidents are handled by whoever is available, and the same problems return every quarter. The platform drifts behind on patches because there is no owner for routine maintenance. Monitoring exists, but alerts are noisy and nobody trusts them. Every small change waits for a project, so operational debt accumulates.
What our support covers
Incident management: Triage, diagnosis and resolution with agreed response expectations and clear communication. Problem management: Root-cause work on recurring incidents so they stop coming back. Monitoring & alerting: Meaningful alerts on the journeys and integrations that matter, tuned to reduce noise. Patching & maintenance: Platform patches, dependency updates and configuration hygiene on a planned cadence. Performance care: Caching, indexing, query and job tuning reviewed continuously rather than after an outage. Continuous improvement: A reserved capacity stream for small enhancements that never justify a project.
Operational scope
CCV2 operations: Builds, deployments, environment configuration, properties and log analysis. Batch & jobs: Cronjobs, indexing, imports and exports monitored and tuned. Integration health: Failure handling, retries and reconciliation across ERP, PIM, OMS and payment flows. Search & catalog: Solr indexing behaviour, synonyms, facets and catalog sync reliability. Security hygiene: Dependency scanning, patch tracking and access review as routine activity. Release support: Regression checks and deployment support for your own delivery teams.
How support engagements work
Start with a short onboarding to learn the platform, the integrations and the operational history. Agree severity levels, response expectations and escalation paths in writing. Set up or clean up monitoring so alerts are trusted. Run incident and improvement work in the same team, with visible prioritisation. Review service quality with you on a regular cadence and adjust the plan.
Support questions
What does AMS mean for SAP Commerce Cloud? Application management services cover the ongoing operation of the platform: incident and problem management, monitoring, patching, performance care, integration health and a stream of small improvements. Do you provide 24/7 support? Coverage is agreed per engagement. Most customers run business-hours coverage in European time zones with an escalation path for critical incidents; extended coverage is arranged when the business case requires it. Can you support a platform you did not build? Yes. We start with an onboarding period to learn the codebase, integrations and operational history before taking responsibility. Does support include new features? Support includes a reserved improvement stream for small enhancements. Larger feature work is planned as a separate delivery engagement with the same team.