Which Support efforts are chargeable

Just in case the occurred error is due to a fault in the product (Coresuite or Field Service Management) 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:

  • 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)
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