Fairfax Solution is a premier SAP PE Partner, empowering enterprises in Kolkata and beyond with tailored ERP solutions, seamless integration, and industry expertise.
Noida Location : NX One, Techzone 4, Tower T1, Office No. 209, Greater Noida West, Gautam Budh Nagar, UP – 201306, India
Kolkata Location : EN - 69, EN Block, Tower 2, Fourth Floor, Twin Towers, Sector V, Bidhannagar, Kolkata, West Bengal 700091
August 20, 2026
Your SAP Business One system may not be the problem. Your support model might be.
SAP Business One can remain a valuable ERP platform long after the original implementation is complete. But as businesses grow, their support requirements change.
A company may begin experiencing:
When this happens, many businesses immediately think about replacing their ERP.
But there is another option:
Evaluate your SAP Business One support partner.
In many situations, the better approach may be to change the support arrangement while continuing to use SAP Business One.
Not necessarily.
SAP Business One is designed to support the core operations of small and midsize businesses, and SAP delivers its support ecosystem through its partner network.
If your existing SAP Business One system is fundamentally suitable for your business, replacing the entire ERP simply because support has become difficult can introduce unnecessary:
Instead, first ask:
Is the ERP failing us, or is our current support model failing us?
This distinction can save considerable time and cost.
ERP problems can affect finance, sales, purchasing, inventory and operations.
If simple issues repeatedly remain open for days or weeks, the support model may not be working effectively.
A good support arrangement should have a defined process for:
Annual Maintenance & Support should provide predictable access to ERP expertise.
If your costs continue increasing while the actual service level remains unchanged, it may be time to compare alternatives.
Look beyond the headline AMC price.
Compare:
The cheapest AMC is not automatically the best.
The objective is better value for your ERP investment.
Your company may technically have SAP Business One but still rely heavily on spreadsheets.
For example:
Inventory → Excel
Management Reports → Excel
Sales Analysis → Excel
Purchase Planning → Excel
Approvals → Email
Dashboards → Manual
This can indicate that your SAP Business One environment has not evolved with your business.
A new support partner can review existing processes and identify opportunities for:
One of the biggest frustrations with ERP support is repeatedly explaining the same issue to different people.
Your support model should provide access to appropriate expertise across areas such as:
Specialized support requirements are common in SAP Business One environments, particularly where customizations, databases and integrations are involved.
Businesses often customize SAP Business One as they grow.
Custom reports, workflows, add-ons and integrations can become difficult to maintain if they are poorly documented or unsupported.
Before changing partners, ask for documentation covering:
This documentation can make a future support transition significantly easier.
Your company may have started with:
20 users → 1 warehouse → basic accounting and sales
and later evolved into:
80 users → multiple warehouses → manufacturing → multiple entities → integrations → advanced reporting
Your ERP may still be suitable.
But your implementation architecture and support model may need to evolve.
A new SAP Business One partner can perform an environment assessment and identify where improvements are required.
A server problem at 10 PM is different from a request to change a report next week.
Your support agreement should distinguish between different levels of urgency.
SAP itself states that SAP Business One customers with a valid maintenance contract benefit from 24×7 support for critical issues, alongside support resources, upgrades and proactive tools.
Your partner arrangement should therefore clearly define:
What is critical?
Who handles it?
How is it escalated?
What happens outside normal working hours?
Changing support partners does not have to mean changing your ERP.
A structured transition can look like this:
Before making any decision, review your current:
The exact transition process depends on your contractual and licensing circumstances.
Create an overview of:
This becomes your ERP handover document.
Don't simply tell a new partner:
"Our support is bad."
Create a list.
For example:
| Problem | Business Impact |
|---|---|
| Slow ticket resolution | Delayed operations |
| Inventory issues | Incorrect stock visibility |
| Report errors | Delayed management decisions |
| Integration failures | Manual data entry |
| High AMC | Increased operating cost |
| No after-hours support | Business continuity risk |
This gives the new partner a clear starting point.
Before signing an AMS agreement, ask the prospective partner to review your environment.
A useful assessment should examine:
This is much better than choosing a partner based only on an AMC quotation.
Before signing a support agreement, ask:
Do you have consultants for finance, sales, purchasing, inventory and manufacturing?
Can you handle SQL/HANA, integrations, add-ons and technical troubleshooting?
What happens when a critical issue occurs?
Is support available outside standard working hours?
Who handles unresolved or critical problems?
Can you maintain our existing customizations?
Will you document changes and solutions?
Can you assist with SAP Business One upgrades and testing?
Can you maintain Crystal Reports and management reports?
Can you support third-party integrations?
What exactly is included in the Annual Maintenance & Support agreement?
A structured AMS agreement should clearly define the scope.
Depending on your requirements, this may include:
Help with business processes and SAP Business One functionality.
Troubleshooting technical problems.
SQL/HANA-related assistance and performance troubleshooting.
Crystal Reports, queries and management reporting.
Support for connected systems and interfaces.
Maintenance of agreed custom functionality.
Support during upgrades, patches and testing.
Help users understand and correctly use SAP Business One.
A defined escalation path for business-critical problems.
In many cases, changing the support partner does not mean replacing SAP Business One.
The important distinction is:
ERP migration
versus
Support partner transition
A support transition can focus on transferring knowledge, documentation, access, open issues and responsibility for ongoing support.
However, businesses should first confirm the applicable commercial, licensing and maintenance arrangements before making the transition.
The goal is simple:
Keep the ERP that works. Change the support relationship that doesn't.
Fairfax Solutions provides SAP Business One implementation, customization, integration and Annual Maintenance & Support.
For companies already running SAP Business One, we can help assess the current environment before recommending a support approach.
Our support scope can include:
SAP's own support model recognizes the importance of partner-led Business One support, including critical-issue coverage, upgrades and proactive support tools.
Get access to SAP Business One expertise without necessarily maintaining a large internal ERP team.
If your environment requires improvements, the same team can support implementation, customization and ongoing maintenance.
ERP problems often cross the boundary between business processes and technology.
Our support model can address both sides.
Fairfax can support businesses in Dubai and across the wider Middle East through structured remote delivery.
Critical business issues can require attention outside normal working hours.
Fairfax provides 24×7 support coverage for critical issues.
Replacing an ERP is a major project.
It can involve:
Data migration
↓
Process redesign
↓
Customization
↓
Integration
↓
User training
↓
Testing
↓
Go-live
If your main problem is poor support, you may not need to go through all of that.
Start with a simpler question:
Can our existing SAP Business One system deliver what we need with the right support?
If the answer is yes, changing the support partner may be worth evaluating.
Already using SAP Business One in Dubai or elsewhere in the UAE?
If you're unhappy with your current AMC, experiencing slow support or struggling with technical and functional issues, Fairfax Solutions can review your current environment.
You don't necessarily need a new ERP.
You may need a better SAP Business One support partner.
Request an SAP Business One AMS Assessment
