How Our SAP Maintenance Service Works
We keep your SAP DRC and Finance developments running and compliant after go-live, whether we built them or another provider did. Here is exactly what you get: hours, response times, how to reach us and how the service is contracted.
What's Included
One team looking after the developments your invoices, tax reporting and close depend on.
Incidents
Analysis and fixing of errors in your DRC, e-invoicing and Finance developments: rejected documents, failing interfaces, wrong postings or reports that stop working.
Change requests
Small enhancements and adjustments to existing developments, estimated and agreed with you before we start.
Regulatory updates
We keep developments compliant when a mandate, a schema or an SAP legal-change note changes, and plan the work ahead of the deadline.
Developments by other providers
We take over code we didn't write, after a handover assessment so we know exactly what we are maintaining.
Support Hours and Response Times
Monday to Friday, 9:00 to 18:00 Central European Time, except Spanish national holidays.
4 h
Critical
Production or a tax submission is blocked: e-invoices not reaching the tax authority, the close stopped or payments held.
1 day
High
A key process is degraded but there is a workaround, or a deadline is approaching.
2 days
Normal
Questions, small changes and non-urgent defects.
Times are counted in business hours and business days, up to the first response from a consultant who is already working on your ticket. Resolution time depends on the issue: we agree the plan with you and keep you updated until it is closed.
How to Raise an Issue
Write to kike.romero.lara@30advisory.com with what happened, the system and any error message. We reply with a reference and the priority assigned.
In your own tool
If you use ServiceNow, Jira or a similar tool, we work your tickets there, so your team keeps one queue and one history.
Phone or Teams, for critical issues
For a critical incident, call us or reach us on Teams on the direct line agreed when the service starts, then log the ticket so nothing gets lost.
What Happens After You Raise It
Logged
We confirm the ticket, give it a reference and agree the priority with you.
Analysis
A consultant reproduces the problem and explains the cause and the proposed fix, with an estimate if it is a change.
Fix and test
We fix it in development, test it, and you validate it before anything reaches production.
Transport and close
We move the change through your transport path and close the ticket with a short note on what was done.
Monthly report
Tickets handled, time used, recurring problems worth fixing at the root, and regulatory changes coming up.
Escalation
If a ticket isn't moving as you expect, escalate it directly to Enrique J. Romero, founder of 30 Advisory. There is no call centre in between: the people who answer are the people who fix it.
Taking Over Developments We Didn't Build
Before we take responsibility for existing code, we run a handover assessment.
Inventory
Every custom object in scope: programs, enhancements, interfaces, DRC settings and forms.
Documentation and risks
What is documented and what isn't, and which pieces are fragile or out of step with current mandates.
Access and transports
Systems, roles and the transport path we will use, agreed with your Basis team.
Runbook
A short guide per development: what it does, how to check it and what to do when it fails. It is yours to keep.
How You Can Contract It
Hours, fee and scope are set in each contract, after the handover assessment.
A set number of hours each month, with a monthly report of how they were used.
Covers incidents and an agreed capacity for small changes each month.
You pay for the time spent on each request, estimated before we start.
What's Not Included
New implementations
New projects and major redesigns are quoted separately, as projects.
Basis, infrastructure and licences
They stay with your Basis team or hosting provider; we coordinate with them.
Defects in standard SAP
We help you raise them with SAP and follow them up until they are resolved.