Our Services:

Third-party support and maintenance for ERP (Enterprise Resource Planning) systems is a strategic service offering that allows organizations to move away from costly, restrictive vendor support contracts. It provides end-to-end technical, functional, and compliance support for ERP platforms—including Oracle, SAP, Microsoft Dynamics, Infor, and others—without requiring unnecessary upgrades or adherence to rigid vendor roadmaps.
These services ensure business continuity, enhance performance, and reduce operational costs, all while enabling full customization and control over the ERP environment.

• ERP & Enterprise Applications Support: PeopleSoft, SAP, EBS, JD Edwards
• Middleware & Integration: MQSeries, API Management
• Quality Assurance & Testing: Automation frameworks (Selenium, QTP, LoadRunner)
• IT Service Management: ITIL-compliant workflows, ISO-certified quality processes
• Proactive Monitoring & Maintenance: AI-powered monitoring to prevent disruptions
• 24/7 Support & Maintenance: Dedicated support portal and multi-tiered escalation process

1. Application Functional Support

   • Daily support for ERP business processes across Finance, HR, Supply Chain, Manufacturing, and other key modules.
   • Resolution of errors, configuration adjustments, and user assistance.
   • Documentation and training support for internal teams.

2. Technical Support & Issue Resolution

   • Break-fix services for application errors, failed transactions, or system downtimes.
   • Application of hotfixes, scripts, and custom patches without vendor dependency.
   • Troubleshooting of batch jobs, APIs, workflows, and integrations.

3. Tax, Legal, and Regulatory Compliance Updates

   • Regular updates for tax codes, labor laws, and financial regulations across regions.
   • Country-specific legislative compliance for payroll, e-invoicing, and financial reporting.

4. Security and Risk Management

   • Regular security assessments, role audits, and access control enhancements.
   • Deployment of security patches, firewall rules, and vulnerability fixes without vendor reliance.
   • GDPR, HIPAA, SOX, and other compliance-aligned support services.

5. Customization and Enhancements

   • Maintenance of existing customizations and development of new features.
   • Support for legacy and highly customized ERP systems without forcing standardization.
   • Upgrade-agnostic support, ensuring long-term viability of customized environments.

6. Database and Infrastructure Management

   • DBA support for Oracle, SQL Server, PostgreSQL, and other databases supporting ERP systems.
   • Backup and recovery strategies, data archiving, performance tuning, and health checks.
   • Infrastructure support for on-premise, hybrid, and cloud-hosted ERP environments.

7. Performance Optimization

   • Continuous monitoring and fine-tuning of ERP performance across layers—application, middleware, and database.
   • Resource utilization optimization to reduce hosting or licensing costs.

8. Strategic Roadmap and Advisory

   • Independent guidance on ERP lifecycle management.
   • Evaluation of when and whether to upgrade, replatform, or maintain the existing system.
   • Support for transitioning to SaaS or cloud-native ERP platforms, if and when needed.

9. 24/7 Global Support Model

   • Round-the-clock coverage across time zones, including SLAs tailored to business-critical needs.
   • Access to senior ERP experts with deep domain and technical knowledge.
   • Dedicated account management and continuous improvement initiatives.

Why Choose Us

• Cost Savings: Reduce annual support costs by up to 50% • Extended Software Lifespan: Continue using legacy systems without forced upgrades • Faster Response Times: Expert teams with quick issue resolution • Custom-Fit Solutions: Tailored support models to meet your specific needs

Case Studies

Case Study 1:

Transforming Support from Reactive to Proactive

Challenge:

A mid-sized manufacturing company struggled with frequent disruptions to its Third-Party Support / Maintenance system. Issues ranged from system downtime to data inaccuracies, leading to decreased productivity and increased operational costs. The company's existing support model was primarily reactive, addressing problems only after they occurred.
Solution: The company partnered with a third-party support provider to implement a proactive support strategy. This included:
Proactive Monitoring: Real-time system health checks to identify and address potential issues before they escalated.
User Empowerment: Comprehensive training and readily available resources to maximize user adoption and efficiency.
Performance Optimization: Regular system tuning and performance analysis to ensure peak efficiency and scalability.
Proactive Data Management: Regular data backups, cleansing, and validation.

Results:

Reduced Downtime: Proactive maintenance and rapid issue resolution minimized disruptions.
Improved Data Accuracy: Data validation and cleansing ensured data integrity.
Increased Productivity: Empowered users and optimized systems led to increased efficiency.
Enhanced User Satisfaction: Responsive and helpful support fostered positive user experiences.

Case Study 2:

Enhancing User Experience and Reducing Support Costs

Challenge:

A large retail organization faced a high volume of support tickets related to its Third-Party Support / Maintenance system. Many of these tickets were for basic inquiries, overwhelming the support team and leading to delays in resolving complex issues.
Solution: The organization implemented a multi-channel support system that included: AI-Powered Chatbots: 24/7 instant support for common queries and issue resolution.
Interactive Knowledge Base: A searchable repository of articles, FAQs, tutorials, and best practice guides.
Community Forum: Peer-to-peer support and knowledge sharing among users.
Dedicated Support Portal: A centralized platform for submitting tickets, tracking progress, and accessing resources.
Personalized Phone and Email Support: Direct access to expert support for complex issues.

Results:

Reduced Ticket Volume: AI chatbots and the knowledge base resolved many basic inquiries, reducing the burden on the support team.
Faster Resolution Times: The tiered support model and improved communication channels enabled quicker resolution of complex issues.
Increased User Satisfaction: Users had access to a variety of support options and could quickly find solutions to their problems.
Reduced Total Cost of Ownership: Proactive support minimized costly downtime and system failures.
These case studies illustrate the value of effective Third-Party Support / Maintenance in addressing challenges and driving positive outcomes for businesses.
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Contact Us

Reach out to @ Gangadhar (gangadk@dmssys.com) & Abhinay (t.abhinay23@dmssys.com) to learn more about how our services can benefit your organization.