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.
- 24/7 Global Follow-the-Sun
- ITIL v4 Certified
- Predictive Telemetry
- SLA Guarantees
- Continuous Optimization
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.
Immediate executive escalation and engineer mobilization
Consistent multi-year achievement across global enterprise contracts
Rigorous ITIL problem management and permanent root-cause remediation
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?
How long does the transition process typically take from an incumbent vendor or in-house team?
Are your AMS commercial models flexible to accommodate fluctuating seasonal demand?
How does Routeget handle Microsoft's One Version mandatory continuous service updates?
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.
