»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, unbureaucratic and individual support. SAPERION provides the perfect combination of both.«

Thomas Jucker IO, Manager IT Operations / Member of Management CSS Versicherung
Customer Support

Information about our Services

Your Contact for Customer Support

 
Support

Rely on the SAPERION support team

 

Our support team is available whenever you have questions about your SAPERION products.

Our direct customers and our partners can find the contact details for the
people they need in our service contract.

Should you not have the service contract at your fingertips, then please feel free to contact us by phone or by E-Mail.

We will respond to your inquiry immediately and we will do everything we can to ensure that your SAPERION solution is working as designed.

 

Do you have a question or a problem?

Direct customers

As a direct customer of SAPERION AG, the easiest way to contact us is to use the service portal for direct customers.

Please note:  Please note: All inquiries we receive via our portals are assigned the highest priority.
Therefore, the Customer Portal is the best way to inform us about your questions and support requests.

  • technical hotline for direct customers: [contact details are provided in the service contract]
  • fax: [contact details are provided in the service contract]

For a fast response to your inquiry, you will have to provide the following details:

  • Company name
  • Serial number of the respective SAPERION system (nnn-nnn-nnn) 
  • Version of the respective SAPERION system (n.n.n.nnn)

You do not have your service contract at your fingertips? Please contact our office via phone at +49 (0)30 600 61 0 or via e-mail.

Are you a customer of a SAPERION partner? Then please contact your contract partner to get optimal support.

Partners

Our partners are supposed to contact us via the service portal for partners.

Please note: All inquiries we receive via our portals are assigned highest priority. Thus, the service portal for partners is the best way to inform us about your questions and support requests.

You can also contact the SAPERION support team via phone or e-mail:

For a fast response to your inquiry, you will have to provide the following details:

  • Company name of the customer
  • Name of the mentoring partner
  • Serial number of the respective SAPERION system (nnn-nnn-nnn) 
  • Version of the respective SAPERION system (n.n.n.nnn)

Our support team is available for you during the following business hours:

Service business hours:

Monday - Friday 9 a.m. – 5 p.m. CET
(on weekdays except for national holidays and on Dec 24 and Dec 31)

Extended support hours

You are interested in the conditions for extended support business hours? Simply call our sales support staff at +49 (0)30 600 61 0.

 

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.

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

Compatibility list for SAPERION

The compatibility list for SAPERION products provides an overview of software and hardware that is compatible to the respective SAPERION version.

Compatibility lists for