Support Services

Sapphire's Support team is staffed entirely with SunSystems and SAP solutions specialists. A pre-requisite to join the Sapphire Support Team, is a minimum of 2 years experience in either a SunSystems or SAP support or user environment (although we can currently boast that no one in our team has less than 5 years practical experience in either of these solutions!). Additionally, most of the team have a business qualification - meaning they’ll understand the processes, pressures and challenges that you are faced with on a daily basis!

Unlike many other channel partners our support staff only support one solution – we don't, and never will, ask them to support any other products other than those associated with their specialism.

SAP Support

Sapphire Systems offers one of the most diverse ranges of service and support options to their clients including - telephone support, online portal support, remote diagnostics, on-site troubleshooting and an ongoing program of educational webinars. All of the SAP Support Team is entirely staffed by SAP Business One specialists – certified by SAP, with a minimum of 2 years experience in either a support or user role.

Together the team have numerous years and a wealth of SAP Business One experience between them. With 8 dedicated application support consultants, 3 technical consultants and developers on standby who understand the processes, pressures and challenges that you are faced with on a daily basis you can be sure of receiving the help and support that you need.

SunSystems Support

Sapphire's support team is staffed by specialists with a wealth of experience in the ERP support arena. The majority of the team possess more than 10 years exposure to the SunSystems environment and also bring a wider raft of practical experience to the Sapphire Support service, ensuring that your processes, pressures and challenges are understood and that you can be sure of receiving the help and support that you need.

Services Provided by our Support Department include:

Telephone Hotline Support
As a Sapphire Customer with a valid Support Agreement, you get unlimited access to the Sapphire Support Desk for 24 hours per day (excluding Bank Holidays). There are further options available for round the clock support. Your Support Contract Agreement also covers the following services for no additional charge:

NETAssist
Sapphire can connect to your application via web-based technology – this gives us the opportunity to investigate and analyse the problem real-time.

Online Support
Round the clock support issue logging, support call amendment and inquiry via the Sapphire Online Support system (SOS)

Knowledgebase
Round the clock access to our product knowledgebase via Sapphire Online Support.

Account Reporting
Scheduled report delivery - support traffic and status reports via email.

The following services are also available on a chargeable basis:

On-Site Support
We can provide your company with on-site investigation and analysis.

Critical Process Cover
Support cover during period ends, year ends, system moves etc which may take place outside normal office hours.

Replica Data
We can hold a copy of your data held at Sapphire to facilitate testing and speedy support call resolution.