Every business runs SAP differently, so support should not come in one shape. Choose a shared pool, a dedicated team, a hybrid onsite and offshore team, or co-managed support alongside your own IT team. Every model covers L1 to L3 support, with service levels agreed in your contract.
4 models
one SLA from L1 to L3
40+
customers on our shared services
130+
AMS specialists
24×7
offshore, nearshore and onsite
The right support model is the one that fits how your business runs, not the one that is easiest to sell.
Four ways to work with us
Dedicated team
Named consultants, deep account knowledge and a single point of contact.
Best for: Complex or business-critical landscapes
Hybrid onsite and offshore
An onsite coordinator with offshore delivery behind them.
Best for: Multi-country or 24×7 operations
Co-managed support
We work alongside your internal IT team.
Best for: Companies keeping a core team in-house
Find your model in six questions
Answer for your organisation. The bars update as you go. It is a starting point for a conversation, not a quote.
Side by side
| Aspect | Shared pool | Dedicated team | Hybrid onsite and offshore | Co-managed support |
|---|---|---|---|---|
| How it works | A pool of INK consultants across SAP modules handles your tickets | Named consultants work on your system | An onsite coordinator works with an offshore team | INK and your IT team share the work |
| Who you talk to | The service desk and your INK project manager | Your named team and a single point of contact | Your onsite coordinator | Your own team leads, with INK alongside |
| Knowledge of your system | Shared across the pool and documented | Deep, held by named people | Deep onsite, shared offshore | Split between your team and INK |
| What stays in-house | Business ownership and approvals | Business ownership and approvals | Business ownership and approvals | Your core team, plus ownership of the areas you choose |
| Best for | Mid-size landscapes with steady ticket volumes | Complex or business-critical landscapes | Multi-country or 24×7 operations | Companies keeping a core team in-house |
The same in every model
One SLA, L1 to L3
Helpdesk, application support and expert support under one agreement.
24×7 when you need it
Offshore, nearshore and onsite teams.
A dedicated project manager
Your single point of accountability, in every model.
ITIL ticketing
Freshdesk ITIL, with SLA tracking you can see.
ISO 9001 and 27001
Certified quality and information security.
SAP CAS Partner
Authorised by SAP to deliver managed support to its enterprise customers.
How we start
Understand
We look at your landscape, ticket history and support hours.
You get: A clear picture of what support you need
Propose
We recommend a model, team and SLA that fit.
You get: A proposal you can compare like for like
Transition
Knowledge transfer from your team or current provider.
You get: Service levels that hold during the handover
Run and improve
We run support and remove the causes of repeat tickets.
You get: Fewer tickets and a model that adapts as you grow
Need people or a project instead?
Managed support is one way to work with INK. If you need consultants in your team or a defined piece of work, we offer these too.
- Staff augmentation
- Contract to hire
- Project or fixed bid
- Offshore delivery centre
- Development Factory
Let’s find the model that fits
Share your landscape and support hours. We’ll propose a model, team and SLA you can compare like for like.
Frequently asked questions
Which engagement models do you offer?
Shared pool, dedicated team, hybrid onsite and offshore, and co-managed support alongside your internal IT team.
Which model is the most cost-effective?
The shared pool, where consultants across SAP modules support several customers. It suits mid-size landscapes with steady ticket volumes.
Can we combine models?
Yes. For example, a dedicated team for your core system with a shared pool for other modules. We propose the mix that fits.
What is the same in every model?
One SLA from L1 to L3, a dedicated project manager, ITIL ticketing, ISO 9001 and 27001 certified processes, and 24x7 cover when you need it.
Can you take over from our current AMS provider?
Yes. We plan a structured transition with knowledge transfer, so service levels hold during the handover.