Support

Supporting you is our duty

Forgestik believes that good relationships start by listening to the client’s needs. Therefore, we offer a support service, because our clients are our priority. Whether it is for a minor issue or because your SAP system does not work as you want, we will be happy to provide you the best tools to solve your problems and meet your needs.

To make our programs easier and to offer the best services for your SAP solutions, we currently have two programs for your SAP implementation: ServicePlus and ServiceMax. We invite you to consult the details of our programs below and select the one that fits your needs best.

 

ServicePlus

The ServicesPLUS program is offered to all Forgestik’s customers who renew annually their SAP software maintenance and Add-on software. With access to a maintenance program (updates) from our suppliers, Forgestik also offers a basic assistance service to its customers, which includes 30 free minutes of phone/e-mail assistance for an unlimited number of incidents.

  • Phone/e-mail support is free for calls handled by Forgestik’s support team and lasting less than 30 minutes.
  • If the resolution requires a project manager or a consultant to be present on-site, the intervention will be billed at the running rate (at least two hours).
  • SAP support does not cover training nor services from a consultant or a project manager.
  • For free access to this service, customers must be current with historical payments and must settle all of their invoices outstanding longer than 45 aging days.

ServiceMax

The ServicesMAX plan is offered exclusively to our customers. It covers all the elements of the ServicesPLUS program, while adding a maximum of benefits. This program offers its members unlimited phone/e-mail assistance and installation of software updates totally free.

  • Elements of the ServicesPLUS program
  • Phone/e-mail assistance is free and unlimited.
  • Services fees for a project manager or a consultant are not included in the plan.
  • For free access to this service, customers must be current with historical payments and settle all of their invoices outstanding longer than 45 aging days.

Business hours for our SAP Support Centre

Business hours for our SAP Business One support are from Monday to Friday, between 8:30 AM to 5:30 PM Eastern Standard Time (EST)

For emergency or work required after business hours, our SAP support centre is still available at the following rates:

  • Monday to Friday (5:30 PM to 10 PM): add 50% to the usual rate.
  • Saturday (8:30 AM to 10 PM): add 50% to the usual rate, at least 2 hours billable time
  • Sunday and every day (10 PM to 8:30 AM): double the usual rate, at least 2 hours billable time.

Success story

Esthétique & Électrolyse Canada

“The work to be done would not be possible without SAP Business One, confirmed Kathleen Nelson, purchasing manager. SAP Business One is here for me from the very first step to the last one, especially in my ordering process.”

Kathleen Nelson, purchasing manager, Esthétique & Électrolyse Canada


View testimonial

Learn more

Contact us

You would like to know more about Forgestik? You have trouble managing your company? You want to attend a free demo? No matter why, do not hesitate to contact us. We will be glad to help you!  

Toll free 1-866-727-2146

business.one@forgestik.com

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