Order Terms: SAP B1 Public Cloud Services

SAP B1 User Support covers the support and guidance of the designated users of the customer's SAP Business One software through Profiz's customer portal and the ticketing system.

User support

SAP B1 User Support, Public Cloud

Designated users are users who have SAP Business One access in a public cloud environment (SAP B1 User Support is part of the SAP Business One Cloud User, Public Cloud and Supported by Partner or SAP B1 Public Cloud and Partner Support service package). For Designated users, the user support includes:

• 24/7 self-service support through the Profiz customer portal
• Profiz's personal support service (WhatsApp/ e-mail / ticketing system) during Profiz's service hours free of charge
• Customer contact's annual meetings with the Profiz Customer Success Manager appointed for the customer

SAP B1 User Support, Private Environment

Designated users are users who have access to SAP Business One in customer's own, private environment and who have access to Profiz support portal (Customer has ordered SAP B1 User Support, Private Environment for this particular user). For Designated users, the user support includes:

• 24/7 self-service support through the Profiz customer portal
• Profiz's personal support service (WhatsApp/ e-mail / ticketing system) during Profiz's service hours charged on time and material basis

24/7 self-service support through the Profiz customer portal

In the Profiz customer portal available 24/7, users can find the documentation related to SAP Business One in one place, covering e.g. training materials, FAQ articles, information on different versions of the software and software download packages.

24/7 self-service support through the Profiz customer portal

Personal support service means guiding the users in the use of the basic version of SAP Business One, supporting and resolving possible problem situations (best effort) remotely via Profiz's ticketing system. User support related to the software 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

SAP B1 User Support, Public Cloud

User support does not cover the resolution of customer software problem situations that require access to the customer's database in order to investigate and resolve the issue. This refers to situations where the customer asks, for example, why a particular document or report shows some figures, which requires a detailed examination of the entries made in the customer's system or, for example, an examination of the customer's choice of report parameters. For clarity, if an examination of a customer's database reveals that the root cause of the problem is a bug in SAP Business One, support is covered by the SAP B1 Cloud License or SAP indirect support under SAP B1 Maintenance .

User support also does not cover a service that counts as consulting, such as advising a customer on accounting matters such as how to make a particular customer-specific accounting correction or financial statement entry or what or how some functionality of the software should be applied to the customer's operations or processes. Cases in which the customer has been instructed to do something in his or her own system, for example, but for one reason or another the customer wants Profiz to make a change in its system, are also consired as consulting.

User support does not cover training or teaching the user to use the system. Profiz provides extensive instructions for using the software 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.

SAP B1 User Support, Public Cloud AND SAP B1 User Support, Private Environment

User Support does not cover the maintenance and support of any interface, functionality or database structure customizations, nor the maintenance and support of integrations or interfaces. For the above, maintenance and support will be agreed with the customer separately. 

In principle, user support also does not cover the maintenance and support of previously implemented printouts or print layouts, reports, surveys or other similar additional functionalities not included in the basic version of the software. 

Customer support does not cover customer-ordered modifications such as new customizations, changes, or customizations to the user interface, functionality, or database structure, or interfaces and integrations. Customer Support does not cover customer-ordered printouts or print layouts, reports, queries, or other similar additional functionality not included in the base version of the software, or changes or fixes previously made.

Customer Support does not cover the diagnosis or support of problems with your 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.

Very high

The problem prevents the system from being used completely.

High

The problem situation causes significant inconvenience to the use of the system, 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 a system 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 system, but it can affect usability.

Profiz adheres to the described time limits in incident handling as stated below. 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. During pre-announced service interruptions, Profiz will provide the necessary telephone emergency services for emergencies.