Even the first step has to be right.
Make your ambition work
Support & Maintenance
Digital platforms do not reveal their value when they go live, but rather through daily use over many years.
That is why our responsibility does not end with consulting or implementation. At Ambit Group, we support you during ongoing operations, secure your investments in the long term and ensure that adoption, stability and further development go hand in hand.
We make your ambition work – for the long term.
More than just support: Focus on customer success
Account- & Success Management
Regular communication provides guidance and future security.
In quarterly or half-yearly success meetings, we reflect together on:
- the current use and performance of the solution
- experiences from support operations
- new requirements, ideas and priorities
- relevant Microsoft releases, roadmaps and innovations
- licensing, optimisation potential and cost-benefit issues
Especially on a cloud platform with continuous innovations, this structured exchange is crucial for identifying opportunities early on and exploiting them in a targeted manner, rather than just reacting.
Best practice: Successful Microsoft partners embed customer success as an integral part of their operations. That's exactly what we do at Ambit.
Operational management – clearly regulated, professionally supported
Operational services are defined in a joint support contract/service level agreement (SLA).
This creates transparency, reliability and clear responsibilities.
Incident Management (2nd & 3rd Level Support)
Stability in everyday life is the basis of every digital ambition.
If disruptions or problems occur during operation – e.g.:
- Error messages or malfunctions
- Problems with integrations or interfaces
- Unexpected system behaviour
These are escalated to Ambit by the customer's 1st-level support.
We take over 2nd and 3rd level support and resolve the issue independently or in close cooperation with Microsoft.
- Defined response and resolution times in accordance with SLA
- Structured analysis and sustainable resolution
- Transparent communication about status and measures
Change Requests & further development
Change is not a disruption – it is part of our ambition.
We record new operational requirements in a structured manner as change requests via the ticket system.
The typical process:
- Recording and prioritising the change request
- Analysis and transparent cost estimate
- Approval by the customer
- Implementation by Ambit
- Testing by the customer
- Planned deployment at the agreed time
This is how we ensure that further developments are implemented in a controlled, traceable manner and without risk to operations.
Microsoft Premier Support – Enterprise-level security
When critical systems need to run, reliability is key.
As the Ambit Group, we work directly with Microsoft product and engineering teams as part of Microsoft Premier Support. This ensures that we can respond quickly and effectively, even in complex or business-critical situations.
Your added value:
- Minimised operational risk through direct escalation channels to Microsoft
- Faster problem resolution for critical incidents and performance issues
- Investment security because platform and release decisions are supported
- Planning security for cloud, data and AI strategies
Ambit remains your central point of contact. We coordinate with Microsoft, prioritise from a business perspective and ensure that technical solutions bring measurable benefits to your organisation.
Our conviction: Especially for ERP, CRM, custom digitalisation and AI platforms, direct access to Microsoft is not a nice-to-have, but a strategic protection mechanism for critical business processes.
From change request to project
Not every change remains small.
As soon as a change:
- affects several departments
- requires structural adjustments
- or has a major professional or technical impact
we consciously classify it as an independent project. In this case, we work with you to define a clear project setup with goals, scope, governance and a process model tailored to your organisation and your ambitions.
Best practice: This clear distinction between ‘change in operations’ and ‘project’ protects ongoing operations while creating space for targeted further development.
Release- & Update-Management
Innovation without risk.
Microsoft releases two major updates per year, as well as ongoing minor updates.
We support you with:
- timely information and classification of new features (see Account Management)
- joint planning and prioritisation
- optional advance testing of critical functions
- controlled introduction into productive operation
This makes innovation usable without jeopardising ongoing operations.
Licensing during operation
As a Microsoft CSP Tier 1 partner, we also support you during operation with:
- Adjustments and extensions to the licence landscape
- New orders or repeat orders
- Optimisation of existing licences in the event of changed requirements
If necessary, we supplement this with in-depth licence consulting to ensure that your platform is optimally positioned both technically and economically.
Interplay of our services
Support & Maintenance is not an isolated service, but part of a comprehensive model:
- Consulting provides clarity and direction.
- Implementation translates ambition into functioning solutions.
- Support & Maintenance ensures impact, adoption and further development.
- Licensing ensures flexibility and economic sustainability.
Everything aligned with your ambition
Our claim
We don't believe in pure ‘break and fix’ support. We believe in partnership-based support that keeps operations stable while creating room for further development.
Our opinion: The true ROI of a platform does not come from features, but from consistent use, continuous improvement and a partner who thinks ahead.
This creates sustainable added value over time – not just occasionally, but continuously.
Ready to realise your ambition?
Your contacts for support & maintenance:
- Christian Schipp, contact person for CRM/Customer Experience & AI projects
- Andreas Pascutto, contact person for ERP projects
- Andri Fabig, contact person for Custom Digitalization projects
Are you interested in this topic? I would be pleased to answer any queries you have.
Christian Schipp, Chief Business Development Officer
christian.schipp@!ambit-group.com
+41 79 954 17 09
