An introduction to

Support Services for SAP Business One

IntroductionSapphire is an award-winning global provider of world-class business management technology solutions, developed by industry leading software vendors. Our global reach, in combination with the quality of our customer service and support, forms the cornerstone of our success.

Our dedicated team of professionals understand our clients’ needs. We work with you to implement and manage the upkeep of SAP Business One in order to take your organisation forward, faster. We pride ourselves on providing an outstanding service across all facets of our organisation, with unrivalled, dependable consultancy, implementation and support. Sapphire’s mission is to continually grow our business, improve customer satisfaction, and develop our team in order to maintain our reputation as a primary vendor in the business management software arena.

As an SAP Gold partner, we leverage our relationship with product authors to help our clients get the most from their systems.

Used by 1000+ customers and more than 20,000+ users

Sapphire Systems is a world-leading business partner for SAP Business One. With over 1,000 customers, 24-hour support and offices in the United Kingdom, United States, Latin America and Asia, Sapphire Systems has the expertise and the experience to ensure you get the most from your investment in ERP.

Support OverviewSapphire Systems has the support structure in place to help you get the best out of SAP Business One.

Sapphire Systems recognises the importance of a top-quality support service and is committed to providing the best possible support within the SAP Business One partner channel.

The service is delivered not only by the global support team manning the support desk, but also by the extended applications and technical consulting team, the sales and marketing team and the administration personnel. The Sapphire support centre is open 24 hours a day Mon - Fri for application and technical queries with special weekend cover an optional extra, infrastructure support is 24/7 for our hosted clients. Special weekend cover can be put in place for clients as required for an additional charge.

We aim to get you accurate advice which leads to timely resolutions of any technical problems you encounter with Business One, helping you to make the most out of your system and get the best out of your team.

• Largest Support Desk: Sapphire are able to offer clients one of the largest global support teams in the industry.

• Immediate Access: Clients can call direct to our support desk for immediate responses 24 hours a day.

• Sapphire Customer First Support Portal: An online library of hints, tips, walkthroughs and how to’s for every version of SAP Business One, as well as ongoing and historical support call logs.

• Frequent Seminars and Webinars: webinars are held on common issues from each month to help clients get the most out of their system.

• SAP Business One Newsletter: each quarter clients are shared related documents, reports, tips and more.

The Support Process

Requests can be made via the web, over the phone, or by email. In each case the details of the request are logged onto the Sapphire Customer First Support Portal for management and tracking.

Although we try our best not to change owners of your support calls during a support request lifecycle, depending on the nature of your request it might be best to pull in specific knowledge from other resources available within the business. This is all in the name of providing you with the best possible support service for SAP Business One.

If the query is not resolved upon the first call then you will be provided with a log number for future reference and the priority of the call will be agreed with you. The priority will dictate the treatment of the call within the support process as defined below and a call back time will be arranged. At the end of each communication you will be informed of the expected time of next contact. This information is held on our support database and is used to effectively manage the call handling process.

Where the support desk requests information from you, and we do not receive the information within the agreed time, we will re-request the information. If we do not receive the information within one week of the second request the support call will be closed and you will be informed by email. This is necessary because an excess of open calls awaiting information will cause additional overhead to the call management process and can affect our ability to deliver the quality of service required. The closure of a support call is subject to review by the support manager and any call can easily be re-opened should you contact us at a later time.

A resolution may be as a result of several different courses of action which may include testing upon Sapphire test systems, the use of demonstration data, the use of specific customer data, customer testing under instruction from Sapphire consultants, or analysis of the issue utilising remote connection software (WebEx).

The time required for each stage of testing may vary depending on:

• The particular issue but Sapphire will endeavour to provide you with clear and timely updates with regard to progress.

• If the call cannot be resolved by the support desk for any reason, we may contact the developers for further assistance. This may be in respect of program faults or to report enhancement requests, or possibly for clarification of intended functionality.

• Resolutions may require the application of patches, service packs or upgrades, and in some cases, you may wish to utilise the Sapphire consulting services in implementing any suggested solution.

We pride ourselves on providing a top-tier support service to our SAP Business One Customers. We also understand however that support doesn’t just end with the active engagement between you and your team during support requests, however. It’s vital that you’re kept up to date with indirect support via resources and events, with any software updates and upcoming customer days

In order to bring you that extra special service, we have a number of features:

Support Features

• Resources: get the latest hints and tips from experts across the ERP landscape. make the most of your system with a service that goes above and beyond.

• Operating System Support: Sapphire Systems offer comprehensive operating system, database and accounting application contracts. Contact us for more details.

• Web-based Support: Remote tools are vital in investigating and analysing support issues. With the appropriate permissions we are able to make the correct amendments remotely to keep SAP Business One running as it should.

• On-site Visits: Where necessary, our international team are able to get on the front line to ensure you’re receiving the right technical support.

• Training: Training for SAP Business One can be provided. Contact us for more information regarding this service.

• Service Reports: Reports detailing all support calls and their current status are available upon request.

• Service Reviews: Reviews are an optional service that can be scheduled for as frequently as you require, ensuring your team is getting the right support in the right places.

• Sapphire Customer First Support Portal: Online support can be found via our online support portal. Log support tickets, track support status and more through one easy to use portal.

The Sapphire DifferenceWhy choose Sapphire for your new SAP Business One support partner? At Sapphire our ethos is simple: To drive customer success through partnerships, technology and innovation.

We pride ourselves on our core values of innovation, agility, excellence and integrity. Customer service will always play a huge role in the success of a project, and as a Sapphire Systems partner you will benefit from the following:

• Working with the number one SAP Business One EMEA Partner and SAP Gold Partner.

• In-house testing of new software releases and product development in addition to testing alongside SAP.

• Numerous partnerships and alliances with other software vendors, allowing us to integrate systems quickly and easily.

• Global implementation and multi-lingual capabilities.

• A commitment to technological innovation, with our own in-house development team to ensure flexibility and custom functionality across our products.

• 24 hour global software support as standard.

• Vast project management services experience from small local rollouts to massive global implementations.

• A detailed knowledge of implementation best practice and support services readily available to guide you through the entire process.

• Invaluable best practice information and advice for clients via e-learning, our support portal, webinars and customer days.

Find out for yourself how our clients rate us. View our most recent testimonials and case studies at: www.sapphiresystems.com.

Sapphire provides a range of solutions and services to a variety of industries. Find out more about the specific areas we operate. Visit: www.sapphiresystems.com

Sapphire Systems supports your industry

Chemicals Manufacturing Sport & Leisure Energy

Media & Entertainment Technology Fashion & Apparel Not for Profit

Transportation Financial Services & Insurance

Pharmaceuticals Travel & Tourism

Food & Beverage Professional Services Wholesale & Distribution Retail

Industry-leading enterprise software from Sapphire SystemsSapphire Systems is a leading global provider of cloud and on premise enterprise software delivering organisations with industry specific solutions. With over 1,000 customers worldwide, Sapphire partners with market leading software authors, develops unique customisations, and offers unrivalled customer service and support. Headquartered in London with offices across the United Kingdom, United States, Latin America and Asia, Sapphire offers 24-hour support and has extensive knowledge and experience in helping clients to achieve a measurable return on investment.

For more information visit: www.sapphiresystems.com