Order terms: SAP B1 EDI and External Warehouse Integrations, Messaging and Invoice Volume

SAP B1 EDI - Document Type per Messaging Partner means the maintenance, monitoring and user support of one EDI trading partner with one message type. Message types are order, delivery, invoice, credit memo. The precondition for using the service is that the company has a contract on EDI traffic with our operator-partner OWS Finland Oy.

The messages are implemented using the Frends-integration platform as a so-called scenario. At the times specified by the customer, the scenarios retrieve the documents from SAP B1, which form the data for the file sharing of the public cloud environment in accordance with the definition of our operator partner OWS. OWS delivers the files from the file sharing directly to the recipients in the EDI message format required by each trading partner. Correspondingly, OWS delivers incoming data as defined by Profiz to the public cloud file share, from where it is processed and read into the customer's SAP B1 system. 

In addition to the user right, the service automatically covers version updates in connection with the release of new versions of the service, as well as Profiz user support. Message maintenance covers the technical maintenance of the interface, updating the documentation and ensuring compatibility with the new SAP B1 versions. Monitoring covers automatic error notifications to the customer. The customer must react to the error messages and make the necessary corrections to the messages based on the error messages and any necessary Profiz instructions.

User support

User support includes:

• 24/7 self-service support through Profiz's 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 the service, covering e.g. training materials, FAQ articles and information on different versions of the service.

Personal support service means guiding the users in the use of the service, supporting them and resolving possible problem situations (best effort) remotely through Profiz's ticketing system. The user support related to the service is provided on weekdays from 8 am to 4 pm, excluding any separately announced holiday periods and maintenance outages, in which case the Profiz 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 customer-specific mappings of SAP B1 database fields to EDI messages.

User support does not cover the resolution of customer problem situations, in which the investigation and resolution requires access to the customer's database and the examination of the information and entries made in the customer's system. This means situations where the customer asks to find out, for example, why a message is left in error and the customer himself does not know how or want to check, based on the given documentation, which information he has incorrectly entered in his system. For the sake of clarity, if an examination of the customer's database reveals that the root cause of the problem is an error in the scenario or a problem at the end of the OWS, the support provided is included in the user support.

User support does not cover a service that is considered consulting, such as advising the customer on the placement of data to be transferred to an EDI message in the SAP user interface, for which the customer has been instructed during implementation and in the service-related documentation. Cases in which the customer has been instructed, for example, to make a change to correct a material error in his or her own SAP B1 system, but for one reason or another the customer wants Profiz to make a change in his or her system, are also considered as consulting.

User support does not cover training or teaching the user to use the service. Profiz provides extensive instructions for using the service and requires users to read 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.

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.

The service support does not cover user support for SAP Business One.

SLA for processing service requests

Any issues with the service are to be reported to Profiz’s incident ticketing system. Support requests and incidents 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.

Profiz will solve the reported issues based on their urgency (best effort). Profiz handles incidents during business hours from 8.00 am to 4.00 pm on weekdays excluding Finnish national holidays, other holidays times announced by Profiz or during a maintenance break (Profiz’s service hours). During the pre-announced service breaks, Profiz arranges adequate standby service via phone for case of an emergency.

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 issue prevents the customer from using the service completely.

High

The issue causes significant inconvenience to the use of the service, but does not prevent the use of the entire service or the issue can be circumvented.

Medium

An issue that affects the use of a particular functionality or feature of an service but does not prevent the use of the entire service.

Low

The issue does prevent using a specific functionality or feature of the service, but it affects usability.