Order terms: SAP Business One Maintenance
SAP Business One Maintenance entitles the customer to SAP’s indirect support for SAP B1 software. SAP’s indirect support covers the continuous improvement (correction packages, upgrades to new software releases) of SAP Business One software, but not work related to installing the update (correction packages, update packages). In addition, SAP’s indirect support covers the English-language software-related documentation intended for the customer offered by SAP as well as the investigation and solving of software-related incidents on a level described below.
SAP’s indirect support is only provided for the most recent version of SAP Business One currently being shipped by the software provider, and tested and approved by Profiz. Support for older version of the software is provided in accordance with the SAP release strategy.
SAP Business One Maintenance order is binding, non-cancellable, and non-transferable, i.e. it cannot be transferred to another company, for example. SAP Business One Maintenance is always charged for all licenses procured by the customer. Maintenance orders for individual licences cannot be terminated.
If the customer terminates their Maintenance order or Profiz has to terminate the order because of overdue invoices and the customer later wants to reinstate the order, Profiz will charge Maintenance fees retroactively for the period between the date of termination and the date of reinstatement. In addition, Profiz charges a reinstatement fee equivalent to the customer’s quarterly Maintenance fees for reinstating the order.
If the customer has already previously ordered SAP Business One Maintenance products, i.e. the order is an additional order, the terms valid at the time of the additional order are also applied to previously acquired Maintenance orders regardless of when they have been acquired.
Maintenance pricing is based on SAP Business One license pricing and therefore Profiz reserves the right to change Maintenance prices to reflect the changes in SAP B1 Licenses prices or in the general level of costs.
Incidents
Incident means a fault, an error or a malfunction in the SAP Business One software.
SAP’s indirect support is not provided for any problem
- that arises (i) because the SAP Business One partner, the customer themself or any third party has altered the supported software or (ii) from the use of the supported software in breach of license provisions, or (iii) from the use of the supported software on a hardware environment or in connection with a software environment other than as described in the SAP documentation. SAP also does not provide indirect support for any databases on which SQL queries were executed manually or via triggers, which modify datasets or data structures within the SAP Business One database. These queries include UPDATE, DELETE and DROP statements;
that arises in connection with the use of software that was not distributed by SAP as part of SAP Business One;
that results from the inappropriate installation of SAP Business One, unsatisfactory end user training, lack of or incorrect business design or software configuration in relation to business requirements, incorrect operation, or faulty hardware.
If the incident reported by the customer is due to aforementioned reasons or the nature of the incident is analogous to end user support, i.e. guiding, instructing or training the customer in using the software, Profiz has the right to charge to customer for handling the problem according to its service pricing.
Delivery of SAP’s indirect support
In delivering SAP’s indirect support, Profiz’s responsibility is
- to receive incident reports from the end user;
- to guide the customer in documenting and collecting data about the incident and supplement the documentation based SAP’s criteria;
- to report the incident to SAP in accordance with SAP’s requirements and search for a solution in the information repository offered by SAP;
- to examine the database data offered by the customer in order to identify the root cause of the incident if deemed necessary;
- to aim to reproduce the incident either in the customer’s own productive environment or in Profiz’s test environment (in both cases with software upgraded to the latest release and its most recent patch) in order to identify the root cause of the incident if deemed necessary;
- to propose appropriate system configuration or workaround to the customer if the incident cannot be attributed to a software defect if deemed necessary;
- to report to SAP a summary of the current status of the investigations and listing the actions taken to troubleshoot the incident and their results and, if necessary, to forward the incident to SAP support if the incident could not be solved with the aforementioned actions;
- to continually update the end user on the progress of the incident resolution whenever an incident is forwarded to SAP support
In delivering SAP’s indirect support, SAP’s responsibility is (in the case that the incident could not be solved with aforementioned actions by Profiz)
- to analyze in detail all incident-related data and aim to reproduce the incident in their own test environment;
to request a copy of end user’s productive database for the purpose of further investigation if deemed necessary;
to assist the end user in order to perform the required and applicable incident remedy by using workaround recommendations or fixes if deemed necessary;
to access to end user’s system in order to perform the required and applicable incident remedy by using workaround recommendations or fixes;
to determine the timeline and delivery of planned defect correction if deemed necessary;
to change software code and provide fixes if deemed necessary and applicable;
to update software documentation regarding the defect if deemed necessary.
Incident handling SLA
The prioritisation of incident processing follows the below classification. Profiz reserves the right to determine the classification of an incident reported by a customer and, if necessary, change this classification based on the below criteria.
- Very high
An incident is classified as “Very high” if the problem has very serious consequences for business transactions, resulting in serious losses with high business impact. This can be caused by the following circumstances:
i) Absolute loss of a system;
ii) Malfunctions of central SAP system functions in end user’s productive system;
iii) Delays to a production startup or upgrade that is planned within the next three workdays. - High
An incident is classified as “High” if business transactions are seriously affected and necessary tasks cannot be performed. This can be caused by incorrect or inoperable functions in the SAP software that are necessary for the customer’s business transactions and tasks. - Medium
An incident is classified as “Medium” if normal business transactions are affected. The problem can be caused by incorrect or inoperable functions in the SAP system - Low
An incident is classified as “Low” if the problem causes few or no effects on normal business transactions. The problem can be caused by incorrect or inoperable functions in the SAP system.
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.