Go-live is the start. iCare, our managed support service, keeps your SAP stable, current and improving, from L1 helpdesk to L3 expert support and enhancements, with SLA-driven resolution. INK is an SAP CAS (Cloud & Support) Partner, authorised to deliver managed support to SAP’s enterprise customers.
Service levels we achieve
- 98%P1 SLA compliance
- 94%of tickets answered within 30 minutes
- 76%of tickets resolved within 24 hours
- 90%reduction in repeated incidents
- 60%fewer customer tickets, year on year
- 90%customer satisfaction (CSAT), year on year
- 25+automated health checks
- 130+dedicated AMS specialists
40+ customers on shared services · 24×7 offshore, nearshore and onsite · Freshdesk ITIL ticketing
Three levels of support, one SLA
L1 · Helpdesk: Helpdesk and first response
- Ticket logging and triage
- Basic configuration and navigation help
- User guidance
- First response within 30 minutes
L2 · Application support: Application support
- Functional issue resolution
- Root-cause analysis
- Configuration changes and testing
- SLA-driven resolution
L3 · Expert & enhancement: Expert support and enhancements
- Complex issue resolution
- Upgrades and patches
- Enhancement development
- Custom solutions
The life of a ticket
Log
Every request captured in Freshdesk, our ITIL ticketing tool.
Respond
First response within 30 minutes for 94% of tickets.
Resolve
Fixed under SLA; 76% resolved within 24 hours.
Root cause
Repeat problems traced and fixed at the source.
Prevent
25+ automated health checks catch issues before users do.
Choose your engagement model
What makes iCare different
SAP CAS Partner
Authorised by SAP to deliver managed support to its enterprise customers.
A dedicated project manager
For every client, as your single point of accountability.
Multilingual support
Help for users in the languages they work in.
ISO 9001 and 27001
Certified quality and information security.
Release management
Every SAP release tested and adopted, including SuccessFactors H1 and H2.
Continuous improvement
Root-cause fixes, automation and fewer tickets every year.
What we support
- SAP Cloud ERP (GROW)
- S/4HANA and RISE
- SAP ECC
- SAP SuccessFactors
- SAP BTP and integration
- SAP Basis and cloud operations
- UKG (with WikiWorks)
Need more than L3 enhancements? Our Development Factory handles a larger backlog of changes and new builds. Want to hire support staff for your own desk? See Service Desk & AMS Support.
Frequently asked questions
Which support levels do you cover?
L1 helpdesk, L2 application support and L3 expert support and enhancements, with SLA-driven resolution.
Is support available 24×7?
Yes, from offshore, nearshore and onsite teams.
Which engagement models can we choose?
Shared pool, dedicated team, hybrid onsite and offshore, or co-managed support alongside your own IT team.
What is an SAP CAS partner?
INK is an SAP CAS (Cloud & Support) Partner, authorised to deliver managed support to SAP's enterprise customers.
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.