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MTC · Industry Depth, Global Breadth
Services · Maintenance & Support

SAP Business One Operations and Support After Go-Live

The service scope includes ticket support, version and patch maintenance, system health checks, annual reviews and user training.

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SAP Business One Operations and Support Scope

MTC’s maintenance & support keeps SAP Business One stable after go-live: customers submit tickets through the MTC customer portal, and a dedicated consultant team responds and handles them by SLA tier, alongside version & patch maintenance, proactive health checks, and annual health checks. Every issue is fully recorded, summarized into regular reports, and built up into your company’s dedicated B1 ticket knowledge base.

Multi-country deployment and maintenance is delivered through MTC’s 14 support centers worldwide and the LinkedWorld 70+ country partner network of local partners.

See local service and on-site support coverage in mainland China →

7×24 Multilingual Support

China + overseas teams collaborate around the clock, including holidays, with bilingual Chinese/English response

Standard SLA

Tiered response time commitments. P1 critical issues responded to within 2 hours

Version & patch maintenance

Keep up with SAP version updates, patches, and feature upgrades to keep the system continuously supported

Proactive health checks · preventive maintenance

Regular health checks of system performance, jobs, and data to head off problems early

Annual Health Check

Comprehensive assessment of system performance, data quality, permission configuration, and version status

User Training

New employee onboarding, feature update training, and best practice sharing

CUSTOMER PORTAL

MTC customer portal: every issue, fully traceable

MTC provides a dedicated customer portal for ticket submission, priority assignment, attachments and status tracking. Consultants process tickets by SLA level; communication, resolution and service-report data are retained in the customer’s SAP Business One support knowledge base.

01

Self-service ticket submission

Submit a ticket anytime in the MTC customer portal: describe the issue, upload attachments, and set the priority, with no phone queues.

02

Consultant team response

A dedicated consultant team picks up tickets by SLA tier and follows up online, keeping the whole process visible to you.

03

Fully traceable record

Ticket status, communication history, and resolution details are all recorded, so you can see who owns each ticket and where it stands at any time.

04

Summaries and service reports

Regular service reports cover ticket volume, type distribution, resolution time, and trends, making maintenance outcomes measurable.

05

Built up into a knowledge base

Every issue and its fix is added to your company’s SAP B1 ticket knowledge base, reusable, handover-ready, and not dependent on any one person’s memory.

Recorded ticket handling

Each ticket retains ownership, status, communication history and resolution records for review.

Measurable maintenance outcomes

Use ticket data to see high-frequency issues, resolution efficiency, and system health trends.

Experience accumulated as a company asset

The knowledge base builds up alongside the system, making handovers and new-hire onboarding faster.

Standard SLA Response Times

Issues are classified by priority, with response and handling targets agreed for each level.

PriorityScenarioResponse TimeHandling Target
P1 CriticalSystem completely unavailable, core business interruptedWithin 2 hoursWithin 4 hours
P2 HighCore functionality impaired, major workflow blockedWithin 4 hours1 business day
P3 MediumPartial functionality impaired, workaround available1 business day3 business days
P4 LowConsultation, optimization, non-urgent requests2 business daysScheduled

Prepared for Mainland China projects

Service hours and response requirements are confirmed in the service agreement

Frequently Asked Questions

What does MTC’s maintenance & support service include?
It covers day-to-day issue response and Q&A, version & patch maintenance, proactive health checks and annual health checks, user training, and minor optimization of reports and interfaces. Customers submit tickets through the MTC customer portal, and a dedicated consultant team handles them by SLA tier.
How do customers submit issues? Is there a customer portal?
Yes. MTC sets up a dedicated customer portal for each customer, where you can submit tickets, upload attachments, set priorities, and track progress at any time. Every ticket is fully recorded and built up into your company’s dedicated SAP B1 ticket knowledge base.
How is response time guaranteed?
Response and handling targets are defined by issue priority: P1 critical (system unavailable) receives a response within 2 hours and handling within 4 hours, with corresponding targets for P2/P3/P4. Service hours, response targets and escalation paths are written into the service agreement.
How are maintenance fees calculated?
Maintenance fees are typically billed under an annual maintenance contract (AMC) and depend on the number of users, system scale, service scope, and response tier. A standard package or a custom plan is available, with the detailed plan provided after assessment.
Can maintenance work well without an in-house IT team?
Yes. Many growing companies hand maintenance to MTC: the consultant team handles day-to-day response, version maintenance, and health checks, so the company does not need to build a dedicated maintenance team. For deeper management, this can be combined with MTC’s managed services.
How long until things stabilize after go-live?
The first 1–4 weeks are normally treated as a stabilization period, with support frequency and delivery mode defined in the project or support plan. The service then moves to regular maintenance and support.

Get in touch

Tell us about your current maintenance challenges and MTC will put together the right support plan for you.

Get in touch