Application Managed Support Services by Bee Experts
End-to-end managed support for your critical ERP platforms – Oracle, SAP and Microsoft.
Bee Experts' Application Managed Support Services gives you end-to-end management for your critical business applications. We ensure seamless operations, maximum uptime, and rapid resolution of issues across leading ERP platforms such as Oracle, SAP and Microsoft.
We leverage industry best practices and offer tiered support model (L1–L4), our expert teams deliver proactive and reliable support. We follow strict SLAs’ to address routine user queries and application troubleshooting to complex technical challenges and vendor coordination. We provide a flexible delivery approach including onsite, remote, and offshore support options. Bee Experts empower your business to reduce operational risk, enhance system performance and help you focus on your core strategic goals, while we optimize and secure your application landscape.
Detailed ERP Application Managed Support Comparison Table (L1, L2, L3, L4)
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Aspects
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L1 – Help Desk
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L2 – Functional / Application Support
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L3 – Technical / Development Support
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L4 – Product Vendor Support
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|---|---|---|---|---|
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Responsibilities
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Initial screening, user queries, basic troubleshooting, ticket logging, password resets, FAQs, routing issues
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Resolve advanced functional issues, configuration changes, suggest workarounds, non-critical enhancements, recurring issue analysis
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Code-level issue resolution, complex bug fixes, performance tuning, root cause analysis, minor/major enhancements, custom developments
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Product defects, escalations to vendor, hotfixes, patches, vendor co-ordination, raising official support tickets
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Typical Issues Handled
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Access issues, usage questions, password resets, step-by-step guidance
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Application errors, non-critical failures, configuration issues, recurring incidents, minor improvements
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Critical/system-down issues, integration failures, deep customization, advanced troubleshooting
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Bugs in core product, limitations, feature requests, patches not yet released, unresolved L3 issues
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Skill Level
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Entry-level, customer service focus
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Application specialists, analysts, functional consultants
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Expert/developers/architects with system & code knowledge
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Vendor-certified engineers, official product support teams
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Tools Used
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Ticketing/CRM System, Knowledge Base, FAQ Portals
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Diagnostic tools, application admin panels, config utilities
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Debugging environments, source code repositories, deployment tools
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Vendor portal, escalation management systems, product documentation
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Issue Complexity
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Simple and routine
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Moderate
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Complex, technical or architectural
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Vendor-only, product-intrinsic
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SLA Sample
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Initial Response: 1 business day
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Initial Response: 4 hours
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Initial Response: 1 hour (P1)
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SLAs defined by product vendor
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Support Coverage
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8x5
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12x5
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24x7 (critical issues)
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Depends on vendor contract
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Reporting
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Ticket status, basic summaries
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Performance/incident reports (monthly)
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Health reports, optimization reviews (quarterly)
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Vendor reports, upgrade advisories
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Escalation Path
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To L2 if unresolved or complex
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To L3 if technical resolution needed
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To L4 for product defects/limitations
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Vendor feedback to lower levels
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Customer Interaction
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High, direct
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Moderate, with business users
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Low, indirect (through L2/L1)
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Lowest, only for unresolved technical issues/roadblocks
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Training Provided
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Basic orientation, process scripts
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Specialized app/process training, workshops
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Development, architecture, problem-solving
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Vendor documentation, certification
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Value Addition
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Quick resolutions, frees other tiers, user satisfaction
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Reduces escalations, improves usability, issue prevention
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Minimizes downtime, optimizes system, enables innovation
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Ensures long-term stability, patches, new features
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Support Location Strategy
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Model
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Cost
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Response Time
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Coverage
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Best For
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Notes
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|---|---|---|---|---|---|
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Complete Onsite
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Highest
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Fastest
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All support levels
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Enterprise/mission-critical systems
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Dedicated full team at client site
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Onsite-Heavy
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High
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Fast
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L1/L2 onsite, L3/L4 mix
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High-touch clients, transition phase
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Most functional/critical tickets resolved onsite
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Balanced
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Moderate
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Optimized (Fast/Cost)
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L1 onsite + L2/L3 offshore/remote
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Standard business/steady-state ops
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Small onsite team quick-responses, optimize cost
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Complete Offshore
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Lowest
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Slower (L1/L2)
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L3/L4 mostly, minimal onsite/L1
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Mature/support-light environments
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Lower cost, higher coordination effort
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Shared Support
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Ticket-based
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SLA-dependent
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L2/L3/L4 pool (across clients)
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SMEs/variable support needs
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Flexible, multi-client team, offshore focus
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Dedicated Support
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By contract
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SLA-driven
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Can be mixed location, fixed team
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Large/complex/multi-year projects
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Team continuity, direct management, flexible hours
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Bee’ Value Addition
Ongoing knowledge base creation, productivity/quality analytics, and root-cause reduction programs.
Proactive communication followed by continuous training. Allows your global operations scalability.
Governance frameworks with best practices, templates, automated tooling, regular bootcamps.
