Next generation AIOps for SAP customers

The all new Avantra Enterprise edition

Automated SAP operations

SAP operations is complex enough. Simplify it with intelligent automation.

SAP operational costs too high?

Save 25% in year 1 with intelligent automation

Stay ahead and on top of system performance
Be the first to know if an issue is potentially critical
Fix problems with confidence and peace of mind
Take away stress from SAP Basis teams

Not all downtime is bad for business

Managing your enterprise's SAP landscape is tough. That's why the Avantra platform simplifies SAP operational tasks so that you and your team can get some proper downtime - the kind that gives you the bandwidth to add real business value.

Stop firefighting
Stop missing out
Stop burnout

Bring back innovation

Do you want to deliver more but your team is constantly firefighting?

There's never enough hours in the day, and managing complex environments is an uphill battle. That's why Avantra was developed to automate the daily checks and routine tasks that stop your team focusing on the future. Release more time for innovation. You deserve to refocus, safe in the knowledge that your critical systems won't let you down - and if they do, you'll be the first to know.

Avantra Support Services

At Avantra, we are dedicated to providing expert technical assistance to ensure your landscape remains optimized and your business operations run smoothly. Our support services are designed to provide technical depth and rapid responsiveness when you need it most.

What is Included in Support

Our support team is here to ensure the health and stability of your Avantra environment. When you engage with our support services, you can expect:

Issue Resolution: Diagnosing and fixing software bugs, errors, or investigating performance issues.
Maintenance & Updates: Distribution and guidance on the installation of bug fixes, patches, and software updates.
Proactive Security: We will proactively contact customers if a critical security issue is identified.
Technical Guidance: Advice on supported software versions, compatibility with operating environments, and recommendations on upgrade paths and software dependencies.
Knowledge Resources: 24/7 access to FAQs, our knowledge base, troubleshooting guides, and user manuals.
Continual Documentation: Access to regularly updated documentation reflecting product changes and industry best practices.

Please note: While our support team focuses on technical issues and software maintenance, requests related to custom implementation, architecture design, or extensive hands-on configuration may be referred to our Professional Services team to ensure you receive the specialized project resources required.

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Support Tiers & Availability

We offer two support tiers designed to align with your organization’s operational requirements:

Standard Support: Our support system at support.avantra.com and our download site at hub.avantra.com are available 24/7, allowing you to download latest software releases, query our knowledge base, use our AI Chatbot, or submit tickets and upload log files at any time. Please note that active service, monitoring, and response times are provided during our standard business hours (Monday–Friday, 8 am – 5 pm). Clients also receive full access to our online documentation, knowledgebase, and feedback forums.
Advanced Support: Designed for mission-critical environments, providing 24/7/365 coverage for "Urgent" issues. This tier includes a dedicated hotline and helpdesk for scenarios where your Avantra landscape is inoperative.

Observe in Real Time

Get better visibility into what really matters.

Optimize in No Time

Get intelligent automation across your systems.

Innovate All the Time

Get control over all your SAP landscapes and free up resources for strategic projects.

Service Level Agreements (SLAs)

To provide transparency and predictability, we categorize every request by priority. Please note that all response and resolution timescales are calculated in business hours, with the exception of tickets marked "Urgent".

Priority Management: To ensure that critical issues receive the appropriate resources, Avantra support staff are entitled to review the priority level of any submitted ticket and adjust it accordingly based on the impact and urgency described.

Priority	Definition	1st Response	Every Response	Targeted Resolution**
Urgent*	Critical "production down" for scenarios where business operations are clearly impacted.	1 hour	2 hours	8 hours
High	Time-sensitive issues or product questions that require prompt resolution but do not yet impact operations.	2 hours	4 hours	3 days
Normal	Non-urgent but important matters, such as deployment planning or automation questions¹⁴.	4 hours	3 days	10 days
Low	Clarification questions and other non-urgent inquiries¹⁸.	12 hours	3 days	21 days

* All response and resolution timescales are in business hours except tickets marked “Urgent”. Urgent tickets are responded to 24x7 for advanced support customers only. All other tickets are responded to within business hours.

** All resolution times are estimates based on historical averages and represent targeted goals rather than guaranteed deadlines.

Observe in Real Time

Get better visibility into what really matters.

Optimize in No Time

Get intelligent automation across your systems.

Innovate All the Time

Get control over all your SAP landscapes and free up resources for strategic projects.

Level 1:
Licensing, account management, and common non-technical queries.

Level 2:
General technical support within the Avantra software environment.

Level 3 & CSM:
Deep technical analysis, SAP integration expertise, and source code level investigation.

Development Support:
Escalation point for the most complex software or networking challenges.

Unified monitoring across SAP, BTP, SaaS, infra

SLA and cost alerting out of the box

Clean-core and RISE-compliant

Automation built by SAP experts

Deployed in under 60 days

Unified monitoring across SAP, BTP, SaaS, infra

SLA and cost alerting out of the box

Clean-core and RISE-compliant

Automation built by SAP experts

Deployed in under 60 days

Unified observability

Over ¼ billion landscape management observations and actions are performed by Avantra each and every day.

Proactive automation

62% - Faster issue resolution times through automated insights and real-time context

Always secure

24/7 Zero unplanned downtime to ensure your business is always growing

Let Avantra AIOps do the heavy lifting of SAP automation for your enterprise.

Let automation do
the heavy lifting for your enterprise

Realize the potential of SAP automation for your MSP.

Let go of hands on
systems management to grow your MSP

Avantra is designed by Basis Engineers for Basis Engineers.

Basis Engineers:
Embrace AIOps and create time to build

Whitepaper:
S/4HANA or RISE with SAP - which is the right choice for you?

Whitepaper:
Automating System Copy and Refresh

Whitepaper:
Solutions for the end of Solution Manager

Full-Stack
Automation

Eliminate manual effort and repetitive tasks via complete SAP landscape automation on-premises and in the cloud.

Actionable
Insights

Go from reactive to proactive, with insights your team can act on now.

Operational Transparency

Complete real-time visibility into performance, compliance and health via notifications, dashboards and SLA reports.

Technologies

Seamless integration with the technologies and partners that power your business. Across the entire landscape.

Observe

Know exactly what's in your SAP estate at any moment. Using ML based predictive analytics Avantra gives you a clear view of anomalous configuration and runtime issues. Everything from security hardening to predicting future system overloads.

Engage

Avantra communicates with centralized IT workflows like ServiceNow. It routes issues to the right resource whether it's for the Enterprise Security team or a business owner of a specific system - it'll go to the next available change window.

Act

Avantra is the leading business process management automation platform for IT operations. Fix insecure configurations, patch security vulnerabilities, update systems with the latest production data - automatically within agreed change windows.

Resources

We empower your team with a variety of self-service tools available around the clock:

Online Documentation: Detailed setup and configuration guides.
AI Chatbot (login to our support system required)
Knowledgebase: Searchable solutions and a community of Avantra experts.
Feedback form: allows customers to directly influence our product roadmap by sharing detailed feedback and submitting product wishes for future enhancements.
Release Notes: Stay updated on the latest features and software improvements.
Avantra YouTube channel: video tutorials and demos alongside other news

See what's new with Avantra 2025 »

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Technical consultation and sales

Next generation AIOps for SAP customers

The all new Avantra Enterprise edition

Automated SAP operations

SAP operations is complex enough. Simplify it with intelligent automation.

SAP operational costs too high?

Save 25% in year 1 with intelligent automation

Not all downtime is bad for business

Managing your enterprise's SAP landscape is tough. That's why the Avantra platform simplifies SAP operational tasks so that you and your team can get some proper downtime - the kind that gives you the bandwidth to add real business value.

Bring back innovation

Do you want to deliver more but your team is constantly firefighting?

Avantra Support Services

What is Included in Support

Support Tiers & Availability

Observe in Real Time

Optimize in No Time

Innovate All the Time

Service Level Agreements (SLAs)

Observe in Real Time

Optimize in No Time

Innovate All the Time

Expert Support Levels

Only Avantra Delivers End-to-End SAP AIOps

Unified monitoring across SAP, BTP, SaaS, infra

SLA and cost alerting out of the box

Clean-core and RISE-compliant

Automation built by SAP experts

Deployed in under 60 days

Unified monitoring across SAP, BTP, SaaS, infra

SLA and cost alerting out of the box

Clean-core and RISE-compliant

Automation built by SAP experts

Deployed in under 60 days

Avantra in 60 seconds

Unified observability

Proactive automation

Always secure

Join the world’s most innovative Enterprises and MSPs that trust Avantra

Let automation dothe heavy lifting for your enterprise

Let go of hands onsystems management to grow your MSP

Basis Engineers:Embrace AIOps and create time to build

Whitepaper: S/4HANA or RISE with SAP - which is the right choice for you?

Whitepaper:Automating System Copy and Refresh

Full-Stack Automation

Actionable Insights

Operational Transparency

Technologies

Support your SAP teams with intelligent automation

Observe

Engage

Act

Resources

Take Control of Your Cloud ERP Journey.

Now you're really running.™

AutomatedSAP operations

Let automation do
the heavy lifting for your enterprise

Let go of hands on
systems management to grow your MSP

Basis Engineers:
Embrace AIOps and create time to build

Whitepaper:
S/4HANA or RISE with SAP - which is the right choice for you?

Whitepaper:
Automating System Copy and Refresh

Full-Stack
Automation

Actionable
Insights

**Now you're really running.^™**

Automated
SAP operations