How to choose the right SAP night-time support provider

Covering SAP night-time support can be challenging as no one wants to be called out in the middle of the night but it’s obviously crucial to ensure the availability and performance of your SAP system around the clock.

If you are considering outsourcing your SAP night-time support, it is critical to choose the right provider. The right provider will have experience, expertise, and responsiveness.

In this blog post, we’ll discuss some tips to help you choose the right outsourced SAP night-time support provider for your business.

Experience and Expertise

The first step in choosing the right support provider is to look for experience and expertise. You want a provider that has a deep understanding of SAP systems and has experience working with businesses like yours. This expertise should extend to the specific SAP modules and components that your business relies on. Make sure you check the provider’s SAP Partner status.


It is essential to consider a provider’s responsiveness. You want a provider that is available 24/7 and can respond quickly to system issues. This includes having staff available to answer calls, respond to emails, and resolve issues as quickly as possible.

Company values and German language skills

Get a feeling for the support provider’s company values – are they in tune with yours? Is it important to you that you get German-speaking support? If so, ensure this requirement will be met.

Service Level Agreements (SLAs)

Service level agreements (SLAs) are an essential component of any outsourced support agreement. You want to ensure that the SLAs provided by your provider are aligned with your business needs and expectations. This includes metrics like response times, issue resolution times, and system uptime guarantees.

Communication and Reporting

Effective communication and reporting are essential for ensuring that you are kept informed of the status of your SAP system. You want a provider that communicates regularly and proactively, providing timely updates on system issues and status. This should include reports that detail the performance of the system and any issues that have been resolved.

Costs and Value

Finally, when choosing an outsourced SAP night-time support provider, it is important to evaluate the costs and value provided. You want to ensure that the costs are reasonable and that you are getting value for your investment. This includes looking at the quality of the support provided, the expertise of the staff, and the responsiveness of the provider.

About Centrix Consulting

Based in New Zealand, we are a SAP Silver Partner providing German-speaking SAP-nighttime support for customers and partners in the DACH region.

Book a discovery call to find out more.