SAP Business One Cloud Hosting Support
Our Australian based support team supports our customers 24 hours a day, 7 days a week. Our support team gives you access to expert network engineers, system engineers and programmers proactively looking out for your business needs. Each team member has on average 7 years experience in the hosting and IT industry so when you speak with someone, you will get your issue resolved quickly and efficiently.
We’ve been in the ERP business for over 30 years so we’ve grown with this industry, not just entered it. After 10 years of also being a hosting provider and guring out what works best for our customers, we have simplified our support process. When you call for help, you will speak directly with a level 2 support person and they will help you immediately over the phone if they can. If they require more time, they will create a ticket. With each update of the ticket you are notified via email, so you always know where we are at in resolving your issues.
You have 4 options for support with us. You can do it by email, via live chat, by calling us or submitting a help request via the management portal.
“WE FOUND SMB SOLUTIONS
TO BE TOTALLY COMMITTED
TO RESOLVING ISSUES WITH
URGENCY, AND SUCCESSFULLY.”
Ben Curtis | eCloud
Direct Email Or Via Online Portal
You can email us 24/7 and we o er a 30 minute initial ticket response time guarantee. This means that when you log a ticket via our online portal or through email, we will respond to your issue within 30 minutes, guaranteed.
You can start a live chat during normal business hours and you’ll be connected with an Australian Support member.
You can call us 24/7, 365 days per year and be connected with an Australian Support member.
Depending on how long the issue will take and who is required a ticket may be created on your behalf to track the issue. You can view all tickets related to your company via the SMB Solutions Service portal.
SMB Solutions support hours are 24/7, 365 days per year.
For self managed customers, it is $33 per 15 minutes for support. If you have initial issues during migration or when rst joining SMB Solutions, we are happy to assist you free of charge.
Support Escalation Process
If you have an issue
that is not able to be resolved with the level 1 or 2 support team within 4 hours, your ticket will be escalated to Level 3 support, where it will be given priority to be solved within one business day. This escalation process applies 24 hours a day, 7 days a week. At all times your ticket response SLA remains at 30 minutes, regardless of the time of day and your mode of contact (via phone, email, portal ticket submission or live chat).
When we receive your request
Your support request, when received, will be read and directed to the appropriate team that is best suited to the issue that you are facing, and this is so we can solve your issue as fast as possible. We will always keep you up to date with where your ticket is sitting, whether it is being worked on or requires escalation, with an estimated time of resolution whenever possible.
Service Level Agreement
We offer SLA’s for the following:
30 minute ticket response time guarantee 30 minute hardware replacement guarantee 100% Network uptime guarantee
Ticket Response Time
SMB Solutions customers are covered by our thirty minute initial ticket response time guarantee. This means that when you log a ticket via our online portal, we will respond to your issue within 30 minutes, guaranteed.
SMB Solutions guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 30 minutes of identifying the problem.
In the occurrence of an outage you can request an RFO by emailing firstname.lastname@example.org. Within 7 days an RFO will be issued and we will email this to you.
Requesting An SLA Credit
To request an SLA Credit you must email your request to email@example.com. The following owchart explains the process.
It is important to note that if your SLA credit request is approved.
It will take from 1-2 weeks for the credit to be applied to your account.
Sometimes there may be a discrepancy between your reports and ours. In this case we will create an email ticket for investigation to determine the reason for the discrepancy.