15-minute P1 response from engineers who fix root causes, not just tickets.
A go-live is the beginning of the relationship, not the end of it. Our SLA-backed Application Management Services give you a named consultant, priority-based response targets and a steady patching and month-end rhythm — so the people who close your books never have to wonder who to call.
Generic ERP helpdesks read from a script. Our AMS team already knows your Accounting Schema, your Business Partner Groups and the OSGi plugins we built for you — because in most cases we built them. You get predictable response times, a monthly view of what happened, and a backlog you help prioritise.
A primary contact who knows your build, with a named backup so cover never lapses.
P1 to P4 targets for response, with honest resolution ranges you can hold us to.
Ticket volumes, trends and a prioritised enhancement backlog you sign off.
An incident is logged against your instance, triaged by priority, and worked by a consultant who understands how a change to a document workflow ripples through to the general ledger. Configuration goes through the Application Dictionary, code fixes ship as versioned plugins tested on non-production first, and nothing touches production without a route back.
Every ticket is classified by business impact, from P1 (production down) to P4 (a question or minor request). The figures below are indicative targets from a standard AMS agreement, measured within your coverage window — not fixed guarantees, because resolution time depends on the cause.
| Priority | Definition & example | Target response | Target workaround / resolution | Coverage |
|---|---|---|---|---|
| P1 — Critical | Production down or a core process blocked for all users. Nobody can post invoices; the ZK web client is unreachable; month-end cannot proceed. | Within ~1 hour | Workaround targeted same business day; full fix as fast as the cause allows | Business hours; extended or 24×7 available as an option |
| P2 — High | Major function impaired with no easy workaround, but the business is still trading. One warehouse cannot complete shipments; a key report fails. | Within ~4 business hours | Workaround targeted within ~1–2 business days | Business hours |
| P3 — Medium | A limited issue or a configuration change request. A tax rate needs updating; a Price List Version needs extending; a single user has a role problem. | Within ~1 business day | Targeted within ~3–5 business days, subject to change control | Business hours |
| P4 — Low | A question, cosmetic issue or minor enhancement. "How do I add a column to this window?"; a label wording change; a small BIRT report tweak. | Within ~2 business days | Scheduled into the enhancement backlog or next release window | Business hours |
An honest word on "resolution". We commit firmly to a response target — someone qualified engaging within the window. A resolution target is a good-faith aim, not a promise: a one-line configuration fix and a subtle costing defect are not the same job. Where the root cause sits in a third-party product or in infrastructure you control, the fix passes to that owner. We are transparent about which is which on every ticket.
A support agreement stays fair only when the boundary is written down. AMS keeps what you run today healthy and improves it at the margins; new builds are quoted as projects so they never quietly consume your support hours.
Our AMS team is based in India and serves clients across the Gulf, Europe, the Americas and APAC. We set a coverage window that overlaps your working day, so a ticket raised at your desk reaches a consultant already at theirs.
Roughly nine hours a day, five days a week, aligned to your business day. IST sits well ahead of Europe and the Gulf and overlaps APAC, so most regions get near-full same-day cover. For the Americas we agree a shifted window to protect the overlap you need.
Where a stoppage costs real money, we offer extended-hours or round-the-clock cover for P1 incidents as a priced option, with an on-call rota and agreed contact tree. Most clients keep this for critical periods rather than year-round.
Around month-end and year-end we plan additional availability in advance, so the days when your finance team is under pressure are exactly the days a consultant is on hand. This is scheduled, not improvised.
Good AMS is a set of habits, run consistently. Here is what those habits look like across a typical month with us.
We stand by through the close: period control, GL reconciliation, currency revaluation, open-item clearing and the year-end rollover. If a posting will not balance, someone who knows your Accounting Schema is already looking at it rather than being paged cold.
We track relevant community fixes and security patches, test them on your non-production instance, and apply them through migration scripts and 2-Pack on an agreed calendar. Falling several releases behind is what makes an eventual upgrade painful; steady patching keeps that gap small.
As data grows, queries that were instant at go-live can drift. We profile the slow ones, add or reshape PostgreSQL indexes, revisit report design, and tune JVM heap and connection pooling — so the ledger still opens quickly in year three.
Small improvements accumulate in a shared backlog. Each month we size the top items, agree which fit the enhancement allowance, and deliver them as tested changes — new fields, a callout, a report column, a tighter workflow.
We keep runbooks current and coach your power users, so routine tasks stay in-house and tickets are reserved for things that genuinely need us. Dependency is not the goal; a capable client team is.
If a P1 is not moving, it escalates on a defined ladder — from the named consultant to the delivery lead to a senior architect — with clear thresholds and named people. You never have to guess who to push.
Four pillars of the AMS service — run by the same senior consultants who build iDempiere systems, not a call centre.
SLA-backed response and resolution, 24×7 — and the person who answers is an engineer who can read the code, not a script.
Get an SLA Quote 02Servers, PostgreSQL, scheduled processes and interfaces watched around the clock — most issues are fixed before your users notice them.
Discuss Monitoring 03Close assistance when finance needs it, plus scheduled backups, version patches and security updates on a published calendar.
Explore Finance Dashboards 04Monthly service reviews with an honest improvement backlog — and enhancement sprints that turn recurring pain into permanent fixes.
Explore DevelopmentThe first weeks are about learning your build; after that the service settles into a predictable cadence of triage, resolution, patching and review.
We document your instance — configuration, custom OSGi plugins, integrations, environments and access — and confirm the named consultant, coverage window and SLA. If we did not build the system, this stage includes a structured handover so nothing about your setup is a mystery when the first ticket lands.
Every request goes into the ticket portal with a priority. We confirm the classification, gather evidence, and route it to the right consultant. You always know a ticket's status, its priority and who holds it.
The consultant works the fix against the response and resolution targets. Configuration changes go through the Application Dictionary; code fixes ship as versioned plugins tested on non-production first; and every change is recorded on the ticket with a clear route back.
Alongside day-to-day tickets we run the scheduled work: the agreed patch calendar, planned month-end and year-end cover, and the enhancement items sized for that cycle. Routine care happens on a rhythm, not only when something breaks.
Each month we meet for a service review: ticket volumes by priority, SLA attainment, recurring themes, patch status and the enhancement backlog. Trends drive action — if the same issue keeps returning, we fix the cause, not just the symptom.
A primary consultant who knows your configuration, with a named backup for continuity through leave and peaks. You deal with people, not a queue.
A single place to log, track and comment on tickets, with priorities, status and SLA timers visible to your team at all times.
Ticket volumes by priority, SLA attainment, resolution trends and open items — the record behind each service review.
A forward schedule of tested patches and version-currency work, planned around your close periods and business calendar.
Living operational guides for month-end, year-end, backups and routine administration — kept current so knowledge does not walk out the door.
A shared, prioritised list of small improvements, sized and scheduled with you at each review so nothing useful gets lost.
"Anyone can close a ticket. We close the reason it was raised — which is why ticket volume falls forty percent in year one."
Your ERP never sleeps.
Neither does the desk that watches it — 24×7, under SLA.
Proactive monitoring, root-cause fixes and monthly service reviews from the same senior consultants who build iDempiere systems.
Trusted worldwide for end-to-end iDempiere services — the best in the industry at what we do. Tell us how your system is set up and how your close runs, and we will propose a coverage window, priority targets and a monthly rhythm that fit your team.
