SAP IT SUPPORT SERVICES

Save Up To 60% On Your Sap IT Support and Services for Growth

SAP Support Maintenance Services

Are you facing challenges with forced upgrades, slow responses, and incomplete resolutions from your current SAP support provider? Are the high annual costs for SAP support causing concern?

Optimizing your SAP installation and connected business processes can significantly enhance user satisfaction and overall business results. Outsourcing SAP support services can be a cost-effective way to boost efficiency without the expense of maintaining an in-house team.

At Pathway, we provide straightforward SAP support and maintenance services and SAP IT support services for all SAP IT products. Our SAP services can help you save up to 60% on your current SAP support costs while delivering high-quality support for any version of SAP you are using.

Providing SAP Support Services For All Versions, Customizations, and Areas of the SAP Products

BASIS Administration

ABAP

SAP Business Suite

SAP HANA and S/4 HANA

Business Objects

SAP ASE

How Pathway's SAP IT Support Services Can Revolutionize Your Business

Significant Cost Savings

Benefit from up to 60% savings on your current SAP support services costs.
Collaborate with us to identify and decommission unused software for further savings.
Achieve additional savings by avoiding unnecessary upgrades, patches, and maintenance.

24/7 Expert SAP Support

Receive round-the-clock SAP IT support, accompanied by a dedicated account manager and regular reporting.
Benefit from response and resolution SLAs for all ticket categories, surpassing standard SAP support.
Access multiple delivery locations staffed by highly skilled, qualified, and experienced consultants.

Empower Business Growth

Retain control over upgrades, as we support all versions and customizations of SAP.
Implement patches swiftly, within hours instead of months, without downtime.
Leverage our 20+ years of experience in managing and supporting critical applications and workloads.

Our SAP Support Models

Pathway’s SAP support models aim to enhance your internal staff’s overall SAP application support. Our team of professionals possesses the essential knowledge and consultative skills to collaborate effectively with your staff, addressing any gaps within the internal team. We offer a range of managed SAP support services, including:

Full Outsourcing SAP Support Model

In this model, the client defines the deliverables and service level agreements (SLAs). Pathway takes full responsibility for executing the required tasks to achieve the desired outcomes and handling day-to-day support management.

Staff Reinforcement

Pathway supplies a team of highly qualified, trained, and experienced specialists to supplement your existing staff. The client retains control and responsibility for managing daily support activities and ensuring the quality of results.

The Pathway Difference

Features	SAP Support	Pathway Communications
Service Model	Self-service	Dedicated Support
Primary support contact	Varies	Dedicated Support lead with the assigned team
24×7 Support	Yes	Yes
Support Expertise	Varies	Over 25 years of experience
Support for Customisations		Yes
Support with custom code & design		Included
Response Time	Days to weeks	Hours
Proactive monitoring		Yes
Ability to escalate	Reactive approach	Done proactively without requests
Support for Performance Issues		Yes
Interface Support		Yes
Interoperability Support		Yes
Service Level Agreement (SLA)		Yes
Security & Vulnerability	Patches Only	Full-stack intrusion detection, virtual patching and compensating controls
Advisory Services	Premium Fees	Included
Monthly Service Reports		Yes
Quarterly Account Management Meetings		Yes

Understanding Transition Time

The transition time to Pathway support depends on the scope of your SAP project. Our team can transition you to our SAP services within two weeks for smaller projects and up to three months for more extensive SAP projects. Our expert team oversees the migration from your current SAP provider to our SAP services, ensuring a seamless transition. A dedicated transition manager will collaborate with your team to develop a project plan for the transition, minimizing any disruption to your organization.

Mitigating Outsourcing Risks in SAP Support Services

Pathway recognizes that outsourcing a crucial function like SAP support requires diligent risk management and control measures. To effectively address and manage transition and outsourcing risks, we suggest the following strategies:

Initiate outsourcing with low-risk tasks for a limited trial period.

Limit outsourcing to the weekend or after-hours support and staff backfilling.

Allow Pathway to collaborate with your internal team, gradually transitioning the complete workload.

Opt for short-term, medium-term, or long-term staff augmentation as needed.

Implement service desk routing, reporting, and management processes.

Seek assistance in application development and management.

Value-Added SAP IT Support Services

Our extended portfolio of SAP services goes beyond traditional SAP support. Whether you require SAP IT support for critical business operations, or advanced SAP services to optimize system performance, Pathway ensures comprehensive solutions tailored to your organization. Our focus is on flexibility, reliability, and proactive monitoring so you can maximize the return on your SAP investment.

Why Choose Pathway for SAP Services

By partnering with Pathway, businesses gain access to a trusted provider of SAP support, SAP services, and SAP IT support. We combine technical expertise with a client-first approach, ensuring stability, cost savings, and strategic growth. Whether you are managing legacy systems or adopting the latest SAP solutions, our team delivers continuous support and innovation to meet your needs.

Frequently Asked Questions

What is SAP support and why does my company need it?

SAP support refers to a set of services—technical, functional, maintenance, and consulting—that ensure your SAP system remains stable, secure, up-to-date, and aligned with your business needs. It helps with troubleshooting issues, applying patches and updates, ensuring regulatory compliance, optimizing performance, and supporting business users.

What types of SAP services does Pathway offer?

Pathway offers a full suite of SAP services, including:

Ongoing support & maintenance (bug fixes, issue resolution, performance tuning)
Functional support (helping end-users, optimizing business processes)
Technical support (system upgrades, database management, security patches)
Customization & enhancements (module add-ons, reports, interfaces)
System monitoring and preventive health checks
Change management & training for staff

What are typical response times for support issues in Canada?

Response times depend on the severity (priority) of the issue and the Service Level Agreement (SLA) in place. For example:

Critical/High priority: immediate or within a few hours
Medium priority: within 1 business day
Low priority: could be 2-3 business days or more

Pathcom will define and guarantee response times as part of your support agreement.

Can Pathway help with SAP upgrades (e.g., migrating to S/4HANA)?

Yes. SAP upgrades or migrations are one of Pathway’s service offerings. We can assess your current SAP landscape, plan the migration, execute the technical upgrade, handle data migration, test thoroughly, provide training, and ensure minimal disruption to your operations.

How does support for cloud-based SAP differ from on-premise SAP in terms of maintenance?

Key differences include:

Cloud-based: vendor (SAP or cloud provider) typically handles much of the infrastructure maintenance, scaling, backups, and patching. The support scope may more aggressively include security updates, high availability. SLAs may differ.
On-premise: greater control (and greater responsibility) for infrastructure, operating systems, network, backups. More hands-on maintenance. Pathcom can support both models and tailor services depending on your deployment.

What is SAP’s maintenance strategy and how does extended maintenance or “customer-specific maintenance” work?

SAP has established maintenance phases for its software (mainstream maintenance, extended maintenance, customer-specific maintenance, etc.). Each phase defines how long SAP will provide certain levels of fixes, patches, legal/regulatory updates, and so on. Once a release reaches its mainstream end, companies may move to extended or customer-specific maintenance, which often means higher risk, reduced update frequency, or limitations. It’s important to plan ahead.

How do SLAs (Service Level Agreements) work for SAP support in Canada?

SLAs define the commitment Pathway will make in terms of issue response time, resolution time, escalation paths, and support availability (business hours vs 24×7). These are tailored based on your business criticality. For example, a manufacturing client in Ontario may require 24×7 support for certain modules, while others may require only business-hour support.

How does Pathway ensure data security and compliance (e.g., privacy, regulations) when providing SAP support?

We adhere to Canadian and industry-specific regulations (such as PIPEDA in Canada), ensure secure remote connections, use encryption, perform regular audits, and follow best practices for authentication, access controls, patching, and monitoring. Our maintenance and support processes include security updates as a standard component.

Can Pathway provide proactive monitoring and preventive maintenance rather than just reacting to issues?

Absolutely. Proactive monitoring is a key part of our SAP maintenance offerings. This includes system health checks, performance monitoring, patch readiness, reviewing logs, identifying potential bottlenecks, and recommending optimizations so you don’t hit issues before they become problems.

Does SAP support need bilingual (English/French) services in Canada?

If you operate in Quebec or serve federal clients, yes. Bilingual documentation, support and training may be legally required. It typically adds to cost, but it’s essential for full compliance and smooth user adoption.