Our Tiered Support Structure
We have updated the structure of our support services to better serve our customers. With this tiered approach, it helps ensure any issues that may arise are handled as quickly as possible. Here’s how it works:
Level 1: Helpdesk Support
When a call is logged, you will be contacted by our support team. Once the necessary information is established, we may then need to perform a live dial-in session to view the issue within your live environment. Whilst we do our best to process all requests within the Level 1 Team, sometimes it is the nature of the issue that we may need to assign the call to a Level 2 colleague.
Level 2: Helpdesk Support
Once assigned to Level 2, the next available technician will review and action the call. All the actions taken to date will be reviewed and you may be contacted to provide more detailed information. In some instances, Level 2 Helpdesk Support will need to assign the call to the relevant Level 3 Product Author for assistance.
Level 3: Helpdesk Support
If Level 1 & 2 Helpdesk Support cannot resolve your issue internally, it will be assigned to the relevant Product Author. Helpdesk Support will supply all the necessary backup information and our support team will own, monitor and follow up on the issue on your behalf.
High Priority Calls
When a high priority service call has been logged, resources will be made available immediately. The service call will be assigned to an owner as soon as possible. The Head of Support monitors the status of these calls and, along with the call owner, ensures that there is an agreed communication plan so we can keep you fully informed on progress updates.
Want to find out more about how we can help your business make the most out of SAP Business One? Contact us today!