Overview
Please remember that support consultants may refuse to take action on support issues raised by parties (or on behalf of parties) that currently have outstanding payments.
Note 1 If the support team spends time working on a support ticket, and the issue is related to incorrect installation of the add-on and SAP Business One, e.g., DI API, 32-bit/64-bit versions, SAP Business One related problem, UDFs, Formatted Searches (FMS), Transaction Notification, issues related to Boyum B1UP configurations added by the customer and partner which affects our solution, and not checked the release notes for new configuration functions, we will charge you for the time spent in fixing and reviewing these issues on a time and material basis at an hourly rate of 150 EUR/USD, plus expenses if applicable, and will be automatically invoiced.
Note 2 If you take our scripts and modify them, which then causes an issue of any sort which requires our team to spend time reviewing your scripts etc., we will charge you for the time spent in fixing these issues on a time and material basis at an hourly rate of 150 EUR/USD, plus expenses if applicable. Before any work is started, an e-mail confirmation is required between both parties that these charges will be applied for and accepted.
Note 3 If the support team spends time on a support ticket, and the issue is related to not following standard ProcessForce master data configuration, we will charge you for the time spent in fixing and reviewing these issues on a time and material basis at an hourly rate of 150 EUR/USD, plus expenses if applicable, and will be automatically invoiced.
Support Policy
- A bug fix occurs within the current release as a hotfix (depending on release timing) or within a future patch level depending on the priority of a bug.
- Bugs are not to be fixed in previous versions, and Patch Levels.
- Product enhancement requests are placed in a separate queue and reviewed every month to determine their suitability for a future patch release (free of charge) or paid for by the partner/customer to speed up their release.
- Please note product enhancement requests which fit the overall concepts of ProcessForce and general industry practices will be included.
A lack of the information mentioned below in a support ticket may delay a response from the support team.
Step 1: Please check your technical settings
- System Requirements
- CompuTec License Service version
- SAP DI API version (32-bit/64-bit)
- SAP Business One client version
- ProcessForce version check
- Check with other colleagues
Step 2: Please check the documentation
- The documentation
- The Release Notes
- General settings and configuration
- Check with other colleagues
Step 3: Please check later versions / Patch Levels
- Install at least "current release - 1" (e.g., the current version is 10.0.5, so install either 10.0.5 or 10.0.4).
- Test that the bug does not exist
- If the bug still exists, please contact the support desk using the support portal.
Step 4: Contact the support desk
| Contacting the help desk | Suggested Hot Link |
|---|---|
| Please contact the support desk via the support portal | https://support.computec.pl/ |
| If you need a ProcessForce license, deliver the proper details | Request for a license. |
Step 5: Information required for completing a support ticket
Environment - Version and Patch Level of SAP Business One Version of ProcessForce Database Management System vendor: Microsoft SQL Server / SAP HANA Database Management System version On-premises or Software as a service (hosted, terminal services, Citrix, etc.).
Full description - Full description of the issue, keystrokes, warnings, and error messages.
Attachments - Screenshots and recorded movie.
SAP Business One logs - System logs from SAP Business One.
ProcessForce logs - Please check this documentation section: Logging.
If a support request the database, please backup and compress it - Support will provide a link for uploading the database. |
API Support
Check if you are running the correct version of Windows PowerShell 64-bit.