Posted by:
Manal Jilani
Publish Date:
23 Sep, 2025
In today’s borderless economy, business never sleeps. Customers expect instant service, transactions happen in real time, and regulators demand uninterrupted compliance. For those businesses that can’t deliver, there’s always a competitor one click away, that can.
It’s enhanced expectations combined with heightened competition that makes application downtime so much more than a minor inconvenience. Today, application downtime is a risk to reputation, revenue, and trust. And follow-the-sun AMS is the gold standard solution when it comes to managing mission-critical applications. With AI-enhancements, follow-the-sun AMS is doing more than keeping businesses running smoothly.
Why Follow-the-Sun Matters
Unlike traditional after-hours support, follow-the-sun is not a patchwork of disconnected teams. It’s a globally integrated delivery model where responsibility passes seamlessly between regions, no gaps in coverage, no loss of context. Industry research shows that 46% of customers expect companies to respond in under four hours, and 12% expect a response in under 15 minutes. In other words, “we’ll get back to you tomorrow” is no longer acceptable. According to SAPinsider, AMS is designed to deliver 24/7 stability for global enterprises, enabling continuous improvement and adaptability. SAP itself emphasises its “follow-the-sun” model as a cornerstone of global customer support.
Invenio’s Advantage
At Invenio, our teams in Europe, the Middle East, and Asia-Pacific operate as one. Every incident, change, or service request flows fluidly across regions, with complete visibility through shared dashboards and knowledge bases. We also provide support in multiple languages, ensuring clear communication and smooth experience for our global customers. This approach delivers:
• Faster resolution times
• Lower operational costs
• Always-on monitoring and rapid response
With our diverse global team, customers eliminate the risk of downtime while freeing internal teams to focus on innovation and strategic priorities.
Lessons from Global Organizations
The value of continuous AMS support isn’t theoretical, it’s proven:
1. Universal Music Group operates in 60+ countries with millions of transactions daily. Through our global AMS framework, they reduced system disruptions from 1,500 per year to zero and achieved complete end-to-end visibility.
2. National Bureau for Revenue, Bahrain, supported by Invenio, achieved a 100% digital tax payment system with 40% cost reductions, requiring 24/7 system availability to serve 19,000+ taxpayers.
3. ZATCA in Saudi Arabia implemented urgent VAT changes within weeks, something that was only made possible by our AMS teams working in synergy across time zones.
Through these examples, it’s clear to see that global AMS is not just about support, it’s about enabling governments, enterprises, and industries to innovate and comply at speed. It’s about reducing risks and optimising efficiencies to deliver a service that allows our customers to deliver the best service possible to their customers. Follow-the-sun support creates its own ripple effect. One that modern businesses can’t afford to be without.
The Future: AI-Enabled, Proactive Support
Follow-the-sun support is evolving. With AI, machine learning, and predictive analytics, AMS is moving from reactive issue resolution to preventive incident avoidance. Intelligent monitoring can flag anomalies before they become outages, while automation can handle routine tickets instantly.
For enterprises, this means AMS is no longer just about “keeping the lights on.” It’s about creating a platform for continuous innovation, compliance, and customer trust. With AMS that delivers seamless 24/7 support, businesses can address issues as soon as they arise – wherever they occur. There’s no waiting for switchboards or helplines to open. No losing money or man hours while a situation takes hold. And, with less time to resolution, there’s less time and effort needed to get your organisation back on track and operating seamlessly once more.
In a world that never switches off, you can’t afford to switch off either. Follow-the-sun AMS is no longer a luxury – it’s a necessity if you’re to stay compliant, competitive, and customer-centric. At Invenio, we’re kitted out to support organisations around the world with true 24/7 coverage, delivered by experts who understand your industry and your mission, and ready to use AI to help you fulfil it.
Ready to make downtime a thing of the past? Discover our AMS services.