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

Finvoice for SAP B1 (Maventa) - Sending and receiving invoices service is for transmitting incoming and outgoing messages to/from invoice operator Maventa. The prerequisite for the service is an existing subscription of Finvoice for SAP B1 and/or Procurement AP invoice circulation.

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.