SAP Business One Support Services
A helpdesk, a monitoring layer and a tuning schedule — so the SAP Business One system you went live with keeps performing as your data volumes, user count and transaction load grow. Going live is the start, not the finish. The questions shift from "will it work?" to "is it still working?" and "is it keeping up?"
Once you are live, the risk shifts from configuration to drift. Unindexed queries slow reports down. Ad-hoc customisations accumulate. Small issues sit unresolved because no one owns them. A monthly patch is skipped and then the next one skips too. None of these are catastrophic individually — together, they erode system performance and user confidence until the ERP that was supposed to run your business becomes the thing your team works around.
Our SAP Business One support desk gives every ticket a named owner and a resolution path — backed by a consultant who already knows your specific configuration, your customisations and your data, not a generic queue staffed by people reading a knowledge base article. Three support tiers let you match the level of cover to what is actually at stake for your business.
The same resolution path on every tier — only speed and escalation rules change
Every support ticket follows the same five-stage lifecycle: logged with severity, triaged to a consultant who knows your configuration, diagnosed against your specific build, resolved or escalated, then closed with documentation that makes the next ticket faster. No ticket disappears into a queue and no response is a copy-paste knowledge base article.
Six work streams — reactive and proactive cover on every plan
The same six work streams run underneath all three support tiers. Only the response speed, coverage hours and depth change. You are not buying a different service — you are buying more of it.
Three tiers — match the cover to what is actually at risk if the system goes down
Not every SAP Business One environment carries the same business risk. A company processing 50 orders a day has different support needs than one processing 500. Choose the tier based on what a system outage actually costs your business — not on a preference for the cheapest option.
What changes when support is delivered by the team that built your system
SAP Business One support from a Gold Partner with 21 years of SAP delivery.
From helpdesk and monitoring through patch management, performance tuning and health checks — 2iSolutions delivers B1 support backed by an SAP practice that covers S/4HANA, analytics, BTP and custom development.
Support: questions that come up most when teams are choosing a tier
You set severity at submission based on business impact — not on technical complexity. A production system that is completely down is Critical; a financial process blocked during month-end close is High; a cosmetic report formatting issue that does not affect any decision is Standard. The SLA clock starts running from the severity you assign — which means you control the urgency, not the support desk. Our consultants will reclassify downward if a ticket turns out to be lower impact than submitted, and will flag upward if a Standard ticket reveals a deeper issue that warrants faster attention. The system is designed so that the most impactful problems are always at the front of the queue, regardless of which order tickets arrived.
Yes — tiers are reviewed quarterly and can be changed without renegotiating the entire agreement. Common patterns: stepping up from Standard to Priority before a major expansion or system rollout when the risk of disruption increases, then stepping down once the new environment is stable. Or starting on Priority during the first year post-go-live when issues are more frequent, then moving to Standard once the system has settled. You can also temporarily increase coverage for specific high-risk periods — year-end close, new location go-lives, busy retail seasons — without a permanent tier change. The only direction that is not available on short notice is stepping up to Dedicated, which requires a consultant assignment process; let us know in advance if you anticipate needing dedicated resource coverage.
Tier 1 (Standard) is business-hours only — tickets submitted outside business hours are queued for the next business day. Tier 2 (Priority) adds extended-hours coverage — typically 7am to 10pm in your primary time zone, including Saturday mornings. Tier 3 (Dedicated) includes 24/7 response specifically for Critical severity issues — meaning a system-down situation at 2am on a Sunday will get a consultant response, not a voicemail. For High and Standard issues, the 24/7 coverage means tickets are logged and queued with priority but responded to at the start of the next extended-hours window. The 24/7 coverage is not "someone answers the phone at 3am for every question" — it is a genuine production-system emergency response that is staffed and funded because some environments genuinely cannot wait until morning.
Planned patch testing and rollout is included on every tier — it is scheduled work, not a reactive ticket, so it does not compete with your support hours. Our patch management process: we assess each SAP Business One patch for relevance to your configuration (not every patch needs to be applied to every system), test in a sandbox environment first, document the test results and then schedule the production rollout during an agreed maintenance window. We also manage the communication to your users about planned downtime for patch application. What is not included: major version upgrades (e.g. moving from B1 9.3 to 10.0) — these are separate project engagements because they require regression testing of your customisations and a more structured change management process than a standard patch.
Tier 1 is reactive only — tickets come from you. Tier 2 and Tier 3 include proactive monitoring: failed jobs, performance thresholds and backup status are checked on a schedule and flagged to the support team before they turn into a problem you have to report. What monitoring covers: scheduled job failures (nightly close jobs, integration replication jobs, backup jobs), system performance thresholds (database size growth rate, query execution time increases), backup completion and integrity status and licence utilisation approaching limits. What monitoring does not do automatically: catch every data entry error, prevent every user mistake or replace a human review of your financial postings. The monitoring layer is a technical safety net, not a business process audit. For Tier 3, monitoring is supplemented by monthly proactive review sessions where a consultant reviews the monitoring data with you and recommends configuration or tuning changes.
When an issue requires escalation to SAP — typically a confirmed product defect, a specific behaviour that we cannot reproduce in our own environment or a licence query — your consultant raises and manages the SAP support ticket directly. You are not expected to relay technical details back and forth between your internal team, our support desk and SAP support. The SAP ticket is raised under 2iSolutions' Gold Partner credentials, which gives it priority handling compared to a direct customer submission. We manage the technical dialogue with SAP, translate their responses into plain language and implement their recommended fixes on your behalf. You receive updates at each stage without having to track a second support system. For critical issues that require SAP involvement, we escalate our own priority ticket simultaneously so both tracks run in parallel.
Not sure which tier fits? Tell us what you are running and where it is breaking down.
We will recommend a tier based on your transaction volume, business criticality and current pain points — not push you to the most expensive option. Tell us what you have and we will respond with next steps, not a sales script.