»On the one hand, our software partner ought to be a large company with an economic sound background. On the other hand, we appreciate a fast and individual support. SAPERION provides the perfect combination of both.«
Thomas Jucker IO, Manager IT Operations / Member of Management CSS Versicherung
Field-tested services for rapid problem solving
Our SAPERION support team ensures that your SAPERION products run smoothly at all times.
Guarantee: SAPERION AG offers 12 months guarantee for its software products, starting at the time of delivery. In the course of this period, direct customers may contact us in case support is required.
Additional Support Contracts: In addition to our standard support services, we offer a variety of extended support contracts to both our direct customers and to our partners.
Non-contractual services: Services beyond the contractual scope can be offered as single services which are charged for separately. In the unlikely case of high-priority system failures, SAPERION AG reserves the right to start solving the problem even if a binding order has not yet been placed. This approach is necessary in order to limit possible damages.
More information can be found in our Support-Flyer.
SAPERION support in 3 reliable steps:
1st level support:
1st level support for SAPERION users and administrators is usually conducted by the SAPERION support team at the user’s site. This team is made up of experts who have not only passed SAPERION’s training in its
products, but who are also familiar with the end-user system in question.
What kind of inquiries are handled in this way?
- FAQs, user questions and requests on project-specific extensions
- Analyzing and solving simple problems
2nd level support:
Inquiries that cannot be solved by the 1st level support are forwarded to the 2nd level support. Depending on the specific contractual regulation, the inquiry is handled either by the mentoring partner or by SAPERION's technical support.
What kind of inquiries are handled in this way?
- Profound inquiries
- Analyzing and solving complex problems
3rd level support:
More complex problems that need to be analyzed and solved are handled by the SAPERION's technical support staff. If necessary, they are forwarded to the SAPERION development department.
What kind of inquiries are handled in this way?
- Product-specific change requests
- Software errors
