US (470) 948-0356 India +91 70321 51545

Tetra Connects

Managed services

Application managed services

We take care of the applications your business depends on: fixing what breaks, handling requests, managing releases and reducing the incidents that keep returning.

Discuss support Engagement models

What organizations bring us

Internal teams are often stretched between projects and support. Application knowledge sits with a few people, upgrades slip and the backlog of small requests grows. External support can help only if it is structured, so that knowledge is documented and changes are controlled.

We work in three streams: keep the lights on (incidents and requests), keep it current (patches, upgrades, releases) and make it better (enhancements and problem removal). Capacity for each is agreed up front.

Three streams of work

  • Run

    Incident handling, user requests, batch job monitoring, interface monitoring and period-end support.

  • Maintain

    Patches, support packs, quarterly updates, regression testing, certificate and license renewals.

  • Improve

    Enhancements, process fixes, reporting and removal of recurring problems.

ERP and application support, by platform

Platforms

Support scope depends on the modules you run and the release you are on.

SAP SAP support Functional support across finance, supply chain and other modules. Basis tasks such as transports, system copies and mo…
What it covers
Functional support across finance, supply chain and other modules. Basis tasks such as transports, system copies and monitoring. Authorization changes and ABAP fixes.
What we do on projects
Incident triage, transport management, interface and IDoc monitoring, month-end support, release regression.
Where projects go wrong
Emergency transports that skip testing. Authorization changes without review.
Roles we staff
SAP functional consultant, ABAP developer, Basis administrator
ORA Oracle support Oracle Fusion Cloud and E-Business Suite. Quarterly update testing for cloud, patching and concurrent program monitorin…
What it covers
Oracle Fusion Cloud and E-Business Suite. Quarterly update testing for cloud, patching and concurrent program monitoring for EBS.
What we do on projects
Quarterly update regression, scheduled process monitoring, integration monitoring, report fixes.
Where projects go wrong
Cloud update windows colliding with period close.
Roles we staff
Oracle functional consultant, technical developer, DBA
D365 Dynamics 365 support Finance, Supply Chain and Business Central. Release wave testing, extensions and integrations.
What it covers
Finance, Supply Chain and Business Central. Release wave testing, extensions and integrations.
What we do on projects
Release wave review, extension maintenance, Dataverse and integration monitoring.
Where projects go wrong
Extensions that break on release waves.
Roles we staff
Dynamics functional consultant, X++ or AL developer
WD Workday support HCM, payroll and financial management. Twice-yearly release testing, business process and report changes.
What it covers
HCM, payroll and financial management. Twice-yearly release testing, business process and report changes.
What we do on projects
Release review, security changes, integration monitoring, report building.
Where projects go wrong
Security group changes with unintended access.
Roles we staff
Workday functional consultant, integration developer
SF Salesforce and ServiceNow support Administration, enhancements, release testing and integration care.
What it covers
Administration, enhancements, release testing and integration care.
What we do on projects
Admin requests, flow and automation fixes, upgrade regression, data quality.
Where projects go wrong
Unreviewed automation that conflicts with others.
Roles we staff
Salesforce admin or developer, ServiceNow developer
CUS Custom and web applications Applications built by you or by others, in Java, .NET, Python or Node.js.
What it covers
Applications built by you or by others, in Java, .NET, Python or Node.js.
What we do on projects
Defect fixes, dependency updates, security patches, performance work.
Where projects go wrong
Missing tests and documentation.
Roles we staff
Application developer, DevOps engineer

Priorities and response

  1. 1

    Critical

    Business stopped or data at risk. Immediate attention in coverage hours, regular updates.

  2. 2

    High

    Major function impaired and no workaround.

  3. 3

    Medium

    Partial impact or a workaround exists.

  4. 4

    Low

    Minor issue or question.

Definitions and response targets for each priority are set in the statement of work. These four labels are common, not a promise of specific times.

What you receive

  • Service transition plan
  • Runbooks and known-error records
  • Monthly service reports
  • Release and regression test evidence
  • Improvement backlog

Consultants we place

Staffing is a separate engagement from project delivery. You can use either, or both.

  • Application support lead

    Owns the service and the relationship.

    • ITIL practices
    • vendor management
    • reporting

  • Functional support analyst

    Resolves business-process issues.

    • Module knowledge
    • testing
    • user support

  • Support developer

    Fixes defects and builds enhancements.

    • ABAP
    • Java
    • .NET
    • SQL or the relevant platform
Hire Application support consultantsStart a project

Managed support options

  • Named service lead
  • Monthly report with volumes, causes and trends
  • Runbooks maintained in your knowledge base
  • Release calendar and regression testing
  • Recurring problem review
  • Quarterly improvement plan
  • Knowledge transfer on request
  • Transition plan in and out

Questions people ask

Can you support an application we did not build?

Yes. We begin with a review of code, configuration, documentation and tickets, then agree scope based on what we find.

What about ERP upgrades?

Upgrades and migrations are project work, separate from support. We can do both under different agreements.

How do we know the service is working?

Through monthly reports, a review meeting and the trend in recurring incidents.

Related

  • Managed services

    Ongoing support for applications, ERP, cloud and infrastructure under agreed scope, hours and reporting.

  • Application support

    Incident handling, defect fixes, enhancements and release support for applications already in production.

  • SAP

    S/4HANA implementation and migration, Finance and Supply Chain modules, Fiori, BTP and integration, plus the architects, functional consultants, developers and Basis engineers who do the work.

Have a technology challenge? Let’s work out the approach.

Discuss a project

Tell us the current system, the target and the timeline. A technical lead replies to talk about scope.

Start the project brief

Request technical talent

Need consultants inside your team rather than a project owner? Send the requirement.

Request talent

Become a partner

Delivery firm, staffing supplier or consulting partner? Register your company.

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Phone, United States (470) 948-0356 Phone, India +91 70321 51545 Email info@tetraconnects.com