Which Support efforts are chargeable

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:

  • Issues, related to system requirements not being fulfilled (examples: unsupported / aged hardware, unsupported SAP patchlevels or hotfixes, erroneous configuration of SQL- / HANA-Server)
  • 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)
  • Issues, related to insufficient or erroneous configuration of SAP Business One 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)
  • Issues while running Coresuite, if they are related to unfulfilled system requirements
  • Issues, related to manual adjustments of databases, database tables or inconsistent data in databases (example: manual adjustments of SAP or Coresuite tables)
  • Configuration of SAP Business One or Coresuite and its modules (examples: installation of SAP Business One and Coresuite, configuration of modules, license allocation)
  • Analysis, issue- and message-handling, installations and updates of SAP Business One (examples: SAP log, SAP DI API logfile, CoresuiteDebuglog, Windows Event-Viewer, reproducing issues)
  • Installations and updates of Coresuite onPremise products and FSM
  • Installations and updates of eCommerce as well as handling issues related to misconfiguration of it
  • Installations and updates of Coresuite Cube as well as handling issues related to misconfiguration of it
  • 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)
  • Workshops and Trainings (examples: SAP Business One and Coresuite onPremise products, Cube, FSM)
  • 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)
  • Issues with Coresuite Cube which are documented in the corresponding FAQ
  • Issues, related to Citrix, documented in the corresponding FAQ
  • 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)
  • 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)
  • Providing code-snippets or SQL queries (examples: Customize rules, code for Designer layouts)

Needless to say, in case the occurred error is due to a fault in the coresuite product there will be no charge for the support service.

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