Tilausehdot: SAP Business One Cloud Licenses 

LYNQ MES is a manufacturing execution system seamlessly integrated with SAP Business One through the SAP Business Service REST API. While LYNQ MES software is independently licensed through LYNQ, the utilization of SAP B1 indirectly necessitates user rights to SAP B1 and indirect support from Profiz.

LYNQ MES Cloud User, Public Cloud and Indirect Partner Support provide per user rights, which include:

• SAP Business One Cloud Indirect Access User License / right to use ( SAP B1 Cloud License ) for indirect use of SAP B1
• Profiz' indirect LYNQ MES support

Users of LYNQ MES who do not possess an existing direct or indirect user right to SAP B1, obtained through the purchase of other products including SAP B1 Cloud License , or an existing direct or indirect perpetual license with a valid SAP B1 Maintenance order, should acquire this option.

LYNQ MES User Option for B1 User, Public Cloud and Indirect Partner Support is a per-user service, including:

• Profiz' indirect LYNQ MES support

Users of LYNQ MES who already hold an existing direct or indirect user right to SAP B1 through the purchase of other products, including SAP B1 Cloud License, or an existing direct or indirect perpetual license with a valid SAP B1 Maintenance order, should acquire this option.

Indirect LYNQ MES -support

Indirect LYNQ MES -support service is for directing the support requests from customer LYNQ MES -users to LYNQ support service and troubleshooting issues related to SAP B1 data and integration with SAP B1 together with LYNQ.

This support does not encompass direct support for LYNQ MES, which includes issues or requests directly related to LYNQ MES software, user interface, or user guidance on using LYNQ MES software. Such matters are the responsibility of LYNQ.

Support request handling SLA

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.