Order terms: SAP Business One Cloud Licenses
COBI.wms is a mobile and a hand-held terminal device solution for SAP Business One customers' inventory management. It runs on top of the SAP Business One database, providing a warehouse-optimized interface for reading and entering ERP data. COBI.wms Cloud User, Public Cloud and Supported by Partner is a per-user license that includes:
- COBI.wms application license / license
- SAP Business One Cloud Indirect Access User License / License ( SAP B1 Cloud License ) for indirect use of SAP B1
- SAP B1 indirect access from the public cloud ( SAP B1 Public Cloud )
- COBI.wms version updates from Google Play
- Profizin user support for the COBI.wms application
User support
User support includes:
- 24/7 self-service support through the Profiz customer portal
- Profiz's personal support service (e-mail / ticketing system) during Profiz's service hours
Personal support service means guiding the users in the use of COBI.wms, supporting them and resolving possible problem situations (best effort) remotely via Profiz's ticketing system. User support related to the application is provided on weekdays from 8 am to 4 pm, excluding any separately announced holiday periods and maintenance outages, in which case Profiz's Support Service is closed. Support requests and notifications of problem situations must be reported through Profiz's ticketing system and the message must be accompanied by information relevant to the description of the problem, such as screenshots, event logs, images, videos or other more detailed information requested by Profiz.
User Support Limitations
COBI.wms user support does not include support for, for example, any hand-held terminal devices on which the application is installed or barcode readers that are connected to the devices. For these, the customer should contact the equipment supplier, for example.
COBI.wms User Support does not cover user support for SAP Business One .
SLA for processing support requests
Support requests and notifications of problem situations must be reported through Profiz's ticketing system and the message must be accompanied by information relevant to the description of the problem, such as screenshots, event logs, images, videos or other more detailed information requested by Profiz.
Prioritization of support request processing follows the following classification below. Profiz reserves the right to determine the rating for the support request reported by the customer and, if necessary, to change this rating based on the criteria below.
Very high
This problem prevents you from using the application completely.
High
The problem situation causes significant inconvenience to the use of the application, but does not prevent the use of the entire system or the problem can be circumvented.
Medium
A problem situation that affects the use of a particular functionality or feature of an application but does not prevent the use of the entire functionality or feature.
Low
The problem does not prevent you from using a specific functionality or feature of the application, but it can affect usability.
Profiz adheres to the time limits described below for handling error situations. Time attributes are calculated within Profiz's service hours. Profiz's on-call service is available on weekdays from 8 am to 4 pm, excluding any separately announced holiday periods and maintenance outages, in which case Profiz's Support Service is closed. During pre-announced service interruptions, Profiz will provide the necessary emergency services for emergencies.