When Protheus stops, the company stops with it: billing, shipping, payroll, month-end close. And in most of the operations we serve, the ERP has grown faster than the team that takes care of it. That is exactly the gap Protheus managed support fills: a specialist team accountable for the environment every day, instead of an improvised rescue at every incident.
What is Protheus managed support
Managed support (also called AMS, Application Management Services) is the ongoing contract that keeps the ERP healthy: monitoring, on-call coverage for incidents, preventive routines and planned evolution of the environment. It is different from one-off support, where someone shows up only after the problem has already taken the operation down.
In the specific case of Protheus, there is a detail many people discover too late: the ERP is a three-tier system (AppServer, DBAccess and database), and most severe downtime and slowness problems are born in the data tier. Supporting Protheus without a specialist DBA watching the database is supporting half the system.
What good managed support covers
Application and release
Being stuck on an old release gets expensive: no security fixes, no improvements and, at the limit, no TOTVS support. Managed support plans the Protheus release upgrade as a recurring project, with acceptance testing and a controlled window, instead of treating it as a traumatic event every two years.
The database behind the ERP
Indexes, statistics, log table growth, tested backups, recovery plan: this is where it gets decided whether the month-end close runs in minutes or in hours. Complete managed support includes database administration (SQL Server or Oracle, the two worlds of Protheus) as part of the scope, not as an extra.
DBAccess and connectivity
DBAccess is the translator between the AppServer and the database. A wrong configuration, an exhausted connection pool or an outdated version cause freezes that look like the database’s fault, but are not. The managed support team needs to master this layer, one that almost no generic support provider knows.
Monitoring and 24×7 on-call coverage
ERP incidents do not pick business hours. The environment needs continuous monitoring with alerts that reach whoever can fix the problem (not a mailbox nobody reads in the middle of the night) and real on-call coverage ready to act. At Furushima, Protheus and database monitoring runs on FuruFlow, which links the alert to its cause and anticipates space, backup and performance problems.
Preventive routines
- Validated backups with periodic restore tests
- Database index and statistics maintenance
- Cleanup and purging of log and temporary tables
- Capacity planning: space, memory and licenses before they run out
- Patches and fixes applied in an agreed window
Signs your company needs managed support
- Month-end close has become a risk event, with frozen screens and routines that never finish
- Only one person knows the environment (and that person takes vacations)
- The release is so far behind that nobody wants to touch it
- Nobody can say when the backup was last tested
- After-hours incidents wait until the next day for a response
Managed support or one-off response?
One-off response puts out a fire: the database went down, a routine froze, the restore is not moving. It is indispensable as an emergency door, which is why we keep 24×7 Protheus emergency response. But whoever lives on emergencies pays twice: for the incident and for the cost of the outage.
Managed support flips the logic: the team knows the environment before the problem, monitoring warns before the user does and most incidents die small. For operations that depend on Protheus to bill, the monthly contract usually costs a fraction of a single long outage.
How much Protheus managed support costs
It depends on three factors: environment size (users, branches, databases), criticality (the window in which the ERP can stop without hurting) and scope (database only, application only or the full environment). An honest design comes out of a technical conversation with the people who will run it, not from a ready-made price table. At Furushima, that first conversation with a specialist comes with no strings attached: tell us your scenario and get a clear path, even if it does not go through us.
Frequently asked questions about Protheus managed support
Sustentação de Protheus é o mesmo que AMS?
Na prática, sim. AMS (Application Management Services) é o nome de mercado para o contrato contínuo de sustentação da aplicação. No Protheus, uma sustentação completa precisa incluir também o DBAccess e o banco de dados, onde nasce a maioria dos problemas graves.
Vocês sustentam só o banco de dados do Protheus?
Sim. Muitos clientes chegam com a aplicação bem atendida internamente ou por outro parceiro e contratam a Furushima para a camada de dados: SQL Server ou Oracle, performance, backup, alta disponibilidade e monitoramento 24 horas.
A sustentação inclui atualização de release?
Inclui o planejamento e a execução como parte da rotina do contrato. Com a metodologia de zero downtime, a subida de release e as migrações acontecem com parada reduzida a minutos, sem travar a operação por horas.
O atendimento é remoto ou presencial?
O dia a dia é remoto, com monitoramento 24 horas, plantão e canais diretos com os especialistas. Atividades pontuais podem ser presenciais quando o projeto exige.
Want to see what managed support for your Protheus would look like? Get to know our Protheus consulting and managed support practice: release, migration, 24×7 remote DBA and zero downtime upgrades, all from the same team.