Support
Support from the people who make it
Support is included in every licence, Monday to Friday, 9:30 to 20:30 India time (IST). Open a ticket on the portal, or straight from Intercompany with your system details filled in.
Ways to reach us
Choose the fastest route
Support portal
Tickets, the knowledge base with every release note, and the community. Create an account; your colleagues can have their own, all linked to your company.
Open the portalA ticket from Intercompany
From version 51: Setup › System Status › run the health check, then "Create a support ticket". The system information is filled in and the health-check result is attached.
How the health check worksBefore you write
What to put in a ticket
Search the knowledge base first: many answers are there.
- Your company and, for partners, the end-customer
- SAP Business One and Intercompany versions
- The steps that lead to the problem
- Screenshots, a video or the values you entered
Answer times
How fast we answer
| Priority | When | First answer within | Solution or action plan within |
|---|---|---|---|
| 1Very high | Business-critical work cannot be done, for example a system down | 4 office hours | 24 hours |
| 2High | Necessary tasks cannot be done | 8 office hours | 48 hours |
| 3Medium | Normal business is affected | 24 office hours | 4 working days |
| 4Low | Little or no effect on daily business | 36 office hours | 6 working days |
Office hours are Monday to Friday, 9:30 to 20:30 India time (IST), for every priority. The full terms are in the Service Level Agreement.
Questions
Support, answered
Yes, in every Intercompany and Integration Hub licence, for as long as the licence runs.
Customers and partners. Each person can have their own portal account, linked to the company's billing account.
No. Tickets about other software are closed; please ask your SAP Business One partner.