Order terms: Third party applications related to SAP B1
Procurement is Profiz's own separate application for invoice recycling connected to SAP Business One. Procurement Cloud User Option for B1 User, Public Cloud and Supported by Partner is a user-specific license for the Procurement application for the customer's SAP B1 users. That is, it entitles a SAP B1 user with a valid SAP Business One Cloud User, Public Cloud and Supported by Partner, or SAP B1 Public Cloud and Partner Support , and a SAP B1 Maintenance subscription to use the Procurement application.
- Procurement application user right/license
- Procurement application usage from the cloud
- Automatic Procurement version updates when new versions are released
- Profiz's user support for the application
For the sake of clarity, the indirect use of SAP B1 through the Procurement application is already licensed to SAP B1 users through the SAP B1 license (SAP B1 Cloud License and SAP B1 Public Cloud).
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
In the Profiz customer portal available 24/7, users can find documentation related to Procurement, covering e.g. training materials, FAQ articles and information on different versions of the software.
Personal support service means guiding the users' Procurement use, supporting them and resolving possible problem situations (best effort) remotely through 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
User support does not cover a service that counts as consulting, such as advising a customer on accounting matters such as how to make a certain type of customer-specific purchase entry or what or how some functionality of the application should be applied to the customer's operations or processes. Cases in which the customer has been instructed to do something in their own application, for example, but for one reason or another the customer wants Profiz to make a change in the application, are also considered as consulting.
User support does not cover training or teaching the user to use the application. Profiz provides extensive instructions for using the application and requires users to familiarize themselves with the instructions provided before contacting Profiz Support. Profiz requires the customer to take care of the basic training of its users themselves or by ordering training separately through Profiz.
Procurement user support does not cover user support for SAP Business One.
User support does not cover the diagnosis or support of problems related to customer's own local or third-party server environment, network environment, or workstations, or related software or other installation work or support for installation work. Profiz considers these to be the responsibility of the customer's own IT or outsourced IT partner.
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.
This problem prevents you from using the application completely.
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.
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.
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 below described time limits in incident handling. The time periods are calculated within the limits of Profiz’s service hours. Profiz’s support service is on duty on weekdays from 8:00 am to 4:00 pm, excluding separately announced holidays and maintenance breaks when Profiz’s support service is closed. Support requests and incident notifications must be reported through Profiz’s ticketing system and the message must include information pertinent to the issue description such as screenshots, event logs, images, videos, or other details separately requested by Profiz. During pre-announced service interruptions, Profiz will provide the necessary emergency services for emergencies.