Which Support efforts are chargeable

Just in case the occurred error is due to a fault in the product (Coresuite) there will be no charge for the support service.

However we would like to bring to your attention that some support services are subject to charge. For the following instances, there will be a fee associated with the support services provided to you:

1. Issues, related to system requirements not being fulfilled (examples: unsupported / aged hardware, unsupported SAP patchlevels or hotfixes, erroneous configuration of SQL- / HANA-Server)
2. Issues, related to insufficient or erroneous configuration of third-party software (examples: setup of antivirus software, setup of firewall, configuration of SMTP / Outlook-Exchange-Server, Microsoft Office, archiving software)
3. Issues, related to insufficient or erroneous configuration of SAP Business One or SAP FSM as well as settings within the company database (examples: license server, errors in the SBO config-files, SBO licenses, SBO access permissions, closed booking periods)
4. Issues while running Coresuite or SAP FSM, if they are related to unfulfilled system requirements
5. Issues, related to manual adjustments of databases, database tables or inconsistent data in databases (example: manual adjustments of SAP, FSM or Coresuite tables)
6. Configuration of SAP Business One, SAP FSM or Coresuite and its modules (examples: installation of SAP Business One and Coresuite, configuration of modules, license allocation)
7. Analysis, issue- and message-handling, installations and updates of SAP Business One and SAP FSM (examples: SAP log, SAP DI API logfile, CoresuiteDebuglog, Windows Event-Viewer, reproducing issues)
8. Installations and updates of Coresuite onPremise products and SAP FSM
9. Installations and updates of Coresuite Cube as well as handling issues related to misconfiguration of it
10. Pretesting in the form of installations and updates for future customer-SAP upgrades (examples: adjusted Designer standard-layouts or customer-created-layouts, Customize rules, applications and processes of new SAP patchlevels, Coresuite modules or external addons created by Coresystems or a third-party)
11. Workshops and Trainings (examples: SAP Business One and Coresuite onPremise products, Cube, SAP FSM)
12. Support for adjusted Designer standard-layouts or customer-created-layouts, Customize rules, applications or modules without a valid and specific maintenance contract (example what applications or modules are: Coresuite modules or external addons created by Coresystems or a third-party)
13. Issues with Coresuite Cube which are documented in the corresponding FAQ
14. Issues, related to Citrix, documented in the corresponding FAQ
15. Issues, which are related to the switch or adjustment of the server (examples: configuration, migration of database from SQL to HANA or HANA to SQL, errors in query syntax)
16. Issues, related to password or authorization adjustments (examples: sa-user, B1Site-User, Landscape Directory User, SAP Business One User, Windows services of SAP Business One)
17. Providing code-snippets or SQL queries (examples: Customize rules, code for Designer layouts)