SAP application support for stable operations and change
MTC supports the SAP landscape after go-live through incident resolution, application support, version and security planning, interface monitoring and continuous improvement—with a Singapore contact and regional escalation network.
Scope of SAP application support
Incident response
Issues are recorded, prioritised, investigated and resolved against the response and escalation targets in the support plan.
Day-to-day application support
MTC supports users, roles, reports, documents, configuration questions and recurring operational issues with knowledge of the implemented solution.
Versions and security
Patches, product updates, security work and compatibility checks are planned to keep the supported landscape current.
Data and interfaces
Integrations—including links to head office—are monitored and reconciled so failures can be diagnosed before they affect downstream operations.
Continuous improvement
Backlogs, recurring issues and new business requirements are reviewed and converted into planned improvements to the SAP solution.
Each ERP needs a different support model
MTC adapts application, platform coordination, version planning, interfaces and improvement work to the selected ERP and deployment model.
Business One support
Combines application, database, hosting and version support, including add-ons, interfaces and the selected B1 deployment model.
Public Edition support
MTC supports application use, integrations, data, role administration, release-impact assessment and adoption, coordinating platform matters through the SAP cloud service model.
Private Edition support
MTC coordinates cloud operations, application support, integration, security administration, change, release planning and business-process improvement through a common service model.
Singapore support contact with regional escalation
A Singapore contact coordinates the support queue and engages regional specialists when an issue requires additional product, infrastructure or time-zone coverage.
- A Singapore point of contact who understands the implemented solution and coordinates the support queue.
- Coordination across MTC’s 14 support service centres for specialist and cross-time-zone escalation, with relevant LinkedWorld member firms engaged when additional in-country capability is required.
- Coordination with head office when a change or issue affects the group system, master data, reporting or shared interfaces.
MTC operates 14 support service centres across 8 countries and regions. The service plan confirms the coverage window, response targets and escalation path required for the customer environment.
Maintenance & Support FAQ
What does MTC support cover?
Incident response, day-to-day support, version and security updates, data and interface monitoring, and continuous improvement. The exact coverage and response targets are set in your support agreement.
Do you provide 24×7 support everywhere?
The service plan sets the coverage window, response targets and escalation route required for the operation, with cross-time-zone resources available where the agreed model calls for them.
Who do we contact, and in what language?
You have an English-speaking local point of contact in Singapore. When regional-language, specialist or out-of-hours support is needed, the request is coordinated across MTC’s network and time zones.
Can you support the connection to our head-office system?
Yes. MTC monitors and supports the interfaces, including the link to a group system abroad, and coordinates with headquarters when resolution requires changes across the connected environments.
Define the SAP support model
Provide the products, deployment, interfaces, business hours and head-office connections. MTC will propose a support scope with clear coverage and response targets.
Request a support assessment