SAP Business One Functional Support (L1 & L2)
Our certified WBC consultants deliver SAP Business One functional consulting and production support,
covering the complete support lifecycle:
- Managing support issues lifecycle (registration to resolution)
- Production support (analysis, testing & implementation)
- Functional clarification handling
- Add-on installation (Testing & Production)
- Configuration changes
- Refresher training for users
- Coordination with customer technical teams
- All Standard modules of SAP Business One with latest version which is supported by SAP
- Cloud Backup / Restore - Warm / Cold disaster recovery, Monitoring daily on backup status. Weekly /
monthly checking on restoring DB and checking whether all works well.
- Data import using DTW
- Audit reports on request
SAP Business One Technical Support (L1 & L2)
We provide SAP B1 technical support and development services to keep your ERP environment secure and
optimized:
- Fixes to software to rectify defects for existing functionality as per the current design of the
application
- Bug Fixing - Queries / Enhancements
- UDF, UDT & Crystal Reports maintenance
- Backup & restore guidance
- Integration related Issues from only agreed Third party tools (Agile - HMS)
- Service layer new integration sequences development
Service Window
| Working Days |
Support Team |
Support Mode |
Timing |
| 24 Days / Month |
1 Functional + 1 Technical Consultant |
Phone & Email |
09:30 - 18:30 |
Severity Levels
| Level |
Description |
Response Time |
Resolution Time |
| Low |
Not Business Critical |
4 Hours |
5 Days |
| Moderate |
Critical Business Process |
2 Hours |
2 Days |
| High |
Very Critical Business Process |
1 Hour |
1 Day |
Severity will be determined by WBC in consultation with the customer.
Performance of Services
The Services shall be normally conducted at the premises of Customer and from WBC by remote access to the
Customer's System. For the sake of clarity, support which requires a visit by one or more of the WBC SAP
B1 Consultants to the Customer's premises ("technical - Onsite Support") shall be taken up on need basis
by the request of Customer.
Customer is responsible to allow the remote access (RDP) to enable WBC to provide the Services.
Support Contract Assumptions
Other application support is not part of this scope of services under this agreement.
This agreement will not be applicable if the incident is not having adequate information.
Access to the customer data center including current source files, documentation, databases, and remote
access connection to the staging server with similar configuration will be provided to WBC resources.
A single point of contact for co-ordination of service requests and performance monitoring will be
provided by Customer.
Hardware & Software environment, Connectivity & VPN etc. as will be required for remote access will be
provided by Customer at no additional cost.
If WBC notifies to that it has determined that a specific customer configuration is not suited to provide
the stated levels of performance, this Agreement will be suspended until Customer and WBC agree upon and
implement a new or modified configuration designed to provide this level of performance.
Development teams will be available at Customer based on demand visibility / work volume projections
provided by Customer for changes and enhancements. Normal time to start a project is 10 days from the
date of confirmation; however, this can be reworked based on projections from Customer.
Change Request Management
Change management is applicable for all the features/enhancements, which are not part of agreed scope of
services.
Prior written approval from authorized person in Customer is mandatory.
Development time for New Development/Enhancements will be billed per man-day cost as agreed.
Timesheets will be shared on monthly basis to Customer for the approval along with the changes which has
been worked in that month.
Change requests release plans are worked between Customer and WBC based on the priority of the work.
Ticket resolution, Closure & Scope
Resolution delivered via mail or via phone will be considered as ticket resolved however the user can
test and reopen with detailed feedback within 3 working days.
Post 3 days ticket will be closed later same issue will be considered as a new ticket.
Support is for delivered functionality, any new functionality or change in existing functionality will be
considered as a Change request.
Change request effort required more than 16 hrs to evaluated and to be considered as a separate project.
Change request ticket will be considered as Low priority ticket.
