Support & Service
Professional SAP support with clear SLAs, structured escalation and fast response times.
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Frequently Asked Questions
Answers to the most common questions about our support and service.
The support contract runs for 12 months and renews automatically so your operations stay covered without interruption. Scope of service, SLA tiers and response times are tailored to your specific requirements. If your needs change, simply contact your account manager — we adjust the contract flexibly.
At the end of the contract we provide all customer data on a storage medium of your choice. All backups are permanently deleted no later than 30 days after contract termination. On request, we also offer an audit-proof archiving system — this is provided as an additional service and billed separately.
Every support request is documented and reviewed internally after resolution. Clear SLAs define response and resolution times, which we measure regularly. If something does not go as agreed, you are entitled to free rectification — simply report the issue within 2 weeks and we will take care of it promptly.
Technical support (Level 1 & 2) only accepts requests from the helpdesk or designated key users — not directly from all end users. This ensures that incidents are pre-qualified before escalation, allowing technical support to work in a targeted and efficient manner. Your helpdesk remains the first point of contact for all requests.
Yes, third-party providers may be used for cloud and infrastructure services. We take responsibility for the careful selection and integration of these partners. However, we cannot be held liable for availability, performance, or security incidents that are outside our sphere of influence.