MANAGED SERVICES & OPERATIONAL EXCELLENCE

Optimize Mission-Critical Uptime with Proactive Enterprise AMS

Eliminate operational friction, resolve incidents before impact, and continuously modernize your core ERP, CRM, and cloud platforms with 24/7 SLA governance.

STRATEGIC PERSPECTIVE

Strategic Imperative: Moving from Reactive Firefighting to Proactive Value Creation

Strategic Imperative: Enterprise core systems require more than reactive break-fix tickets. Routeget’s Application Maintenance and Support (AMS) models transform operational support into a strategic engine of continuous modernization, automation, and cost optimization.

In complex multi-national enterprises, mission-critical systems like Microsoft Dynamics 365, SAP, custom web portals, and integrations represent the circulatory system of day-to-day operations. When incidents occur—whether through unexpected batch job failures, unhandled API payload changes, or performance degradation during peak financial closings—the operational and reputational fallout is immediate and severe. Traditional reactive support models that focus purely on closing tickets fail to address underlying systemic root causes.

Routeget’s Enterprise Application Maintenance and Support (AMS) practice redefines managed services by embedding predictive monitoring, automated root-cause analysis, and continuous engineering into every tier of support. Certified under ITIL v4 and ISO 20000 standards, our global engineering centers provide true 24/7/365 follow-the-sun support, ensuring that business-critical transactions never halt.

Beyond incident and problem management, Routeget AMS actively manages minor enhancements, performance tuning, security patching, and regulatory updates. By pairing dedicated domain experts with automated telemetry, we lower total cost of ownership (TCO), reduce incident recurrence by over 45%, and free internal IT leadership to focus on strategic business transformation.

CORE ARCHITECTURAL PILLARS

Enterprise AMS Capabilities & Support Pillars

Rigorous service delivery models governed by contractual SLAs, proactive telemetry, and continuous value realization.

Incident Resolution

24/7 Multi-Tier Incident & Problem Management

Rapid triage and resolution across L1 (Helpdesk), L2 (Functional/System), and L3 (Core Engineering/Code) operational tiers.

Pillar 01 Scope & Governance

Continuous Health

Proactive Health Monitoring & APM Telemetry

Continuous synthetic monitoring and distributed tracing identifying performance bottlenecks prior to user impact.

Pillar 02 Scope & Governance

Agile Enhancements

Continuous Release & Minor Enhancements

Agile monthly sprints dedicated to user change requests, workflow automations, and regulatory compliance adjustments.

Pillar 03 Scope & Governance

Strategic Advisory

Governance, Service Reporting & Value Realization

Transparent monthly operational reviews, SLA scorecard audits, and strategic technical debt elimination roadmaps.

Pillar 04 Scope & Governance

TECHNICAL SPECIFICATIONS & SLA COMMITMENTS

Detailed Architecture Specifications & Delivery Governance

Comprehensive functional requirements, implementation guardrails, and enterprise SLA obligations across all operating pillars.

24/7 Multi-Tier Incident & Problem Management — Detailed Specifications

Guaranteed SLA Response Times: Sub-15 minute response for critical Severity-1 incidents affecting enterprise transactional flow.
Root-Cause Analysis (RCA): Mandatory blameless forensic RCAs eliminating repeat failures through permanent code or infrastructure fixes.
Global Follow-the-Sun Delivery: Seamless handover across North America, European, and Asia-Pacific delivery centers.
Omnichannel Service Desk: Frictionless ticketing via ServiceNow, Jira Service Management, Microsoft Teams, and dedicated phone lines.

Proactive Health Monitoring & APM Telemetry — Detailed Specifications

Real-Time Telemetry Dashboards: Continuous monitoring of batch throughput, database deadlocks, API latency, and memory consumption.
Automated Self-Healing Scripts: Automated remediations restarting degraded services and clearing transient communication locks.
Proactive Capacity Management: Intelligent forecasting of database storage growth, compute utilization, and licensing thresholds.
Scheduled Health Inspections: Monthly comprehensive health checks evaluating database fragmentation, indexing, and security logs.

Continuous Release & Minor Enhancements — Detailed Specifications

Sprint-Based Minor Enhancements: Bundled monthly release cycles delivering continuous UX enhancements and operational shortcuts.
Automated Regression Testing: Pre-configured test suites validating core ERP workflows before deploying monthly platform service updates.
Statutory & Tax Updates: Prompt implementation of localized tax rule changes, e-invoicing updates, and financial reporting mandates.
User Experience Refinement: Continuous optimization of forms, role centers, and mobile layouts based on end-user analytics.

Governance, Service Reporting & Value Realization — Detailed Specifications

Transparent SLA Dashboards: Real-time visibility into ticket aging, MTTR (Mean Time to Resolve), and SLA compliance percentages.
Monthly Executive Reviews: Formal joint governance meetings evaluating operational stability and identifying modernization opportunities.
License Utilization Auditing: Continuous optimization of named user licenses, identifying inactive accounts and downgrading tier overages.
Technical Debt Backlog: Structured prioritization of refactoring initiatives designed to reduce long-term maintenance overhead.

DELIVERY METHODOLOGY

XDRI™ Managed Services Transition Framework: Seamless Handover

Our structured 4-phase transition methodology ensures complete knowledge retention, zero operational risk, and immediate SLA stabilization.

Phase 01

eXplore & Knowledge Transfer

Deep-dive workshops shadowing incumbent teams, documenting architecture topologies, custom codebases, and critical batch schedules.

Phase 02

Dual Support & Secondary Triage

Routeget engineers shadow active ticket handling, validate runbooks, establish monitoring telemetry, and refine escalation paths.

Phase 03

Primary Responsibility Handover

Routeget assumes full contractual SLA responsibility with incumbent team standing by in secondary review posture.

Phase 04

Impact & Continuous Optimization

Steady-state operations, automated RCA enforcement, proactive automation development, and quarterly value reviews.

QUANTIFIABLE IMPACT

Proven AMS Performance & Operational Outcomes

Contractually backed service metrics achieved across Routeget’s managed enterprise client portfolio.

Sev-1 Incident Response SLA

Immediate executive escalation and engineer mobilization

Contractual SLA Compliance

0 %

Consistent multi-year achievement across global enterprise contracts

Incident Recurrence Reduction

0 %

Rigorous ITIL problem management and permanent root-cause remediation

Total Cost of Ownership (TCO) Savings

0 %

Optimized delivery models compared to maintaining in-house tier-3 support teams

EXECUTIVE FAQ

Enterprise Application Maintenance & Support FAQ

Essential information regarding contract flexibility, SLA commitments, and transition timelines.

What core enterprise application platforms are covered under Routeget's AMS agreements?

Routeget provides comprehensive AMS coverage for the entire Microsoft enterprise ecosystem—including Dynamics 365 Finance, Supply Chain Management, Business Central, Customer Service, and Power Platform—as well as custom enterprise web applications, cloud lakehouses, and integration middleware.

How long does the transition process typically take from an incumbent vendor or in-house team?

Depending on the complexity and scale of the application estate, our structured XDRI transition methodology typically spans 4 to 8 weeks. We enforce strict knowledge retention gates to ensure zero disruption to live operations before assuming primary contractual SLA accountability.

Are your AMS commercial models flexible to accommodate fluctuating seasonal demand?

Yes. We offer hybrid commercial models combining fixed-cost foundational support (governed by 24/7 SLAs) with flexible, roll-over capacity hours for minor enhancements, seasonal peak coverage, and project-based advisory. This ensures you only pay for the exact engineering bandwidth you consume.

How does Routeget handle Microsoft's One Version mandatory continuous service updates?

Our AMS framework includes proactive One Version management. We evaluate upcoming Microsoft release notes, execute automated regression test suites within your sandbox environment, remediate custom code extensions before GA release, and manage production deployment without downtime.

ENTERPRISE TRANSFORMATION

Stabilize and Modernize Your Core Enterprise Systems

Connect with Routeget’s managed services directors to audit your support operations, evaluate SLA benchmarks, and model your TCO reduction.