SAP Business One Cloud Hosting Support

Our Australian based support team supports our customers 24 hours a day, 7 days a week. Our support team gives you access to expert network engineers, system engineers and programmers proactively looking out for your business needs. Each team member has on average 7 years experience in the hosting and IT industry so when you speak with someone, you will get your issue resolved quickly and efficiently.

We’ve been in the ERP business for over 30 years so we’ve grown with this industry, not just entered it. After 10 years of also being a hosting provider and guring out what works best for our customers, we have simplified our support process. When you call for help, you will speak directly with a level 2 support person and they will help you immediately over the phone if they can. If they require more time, they will create a ticket. With each update of the ticket you are notified via email, so you always know where we are at in resolving your issues.

You have 4 options for support with us. You can do it by email, via live chat, by calling us or submitting a help request via the management portal.

SMB Solutions Cloud Services are always flexible, accessible and reliable and that’s why we choose them as our trusted SAP Business One Cloud Hosting provider.

Allan Morichaud, Solutions Plus Partnership

SMB Solutions Cloud Services help give us and our end clients peace of mind knowing that the entire environment is fully managed.

Davinder Singh, Chief Operating Officer, SBOne Solutions Sdn Bhd

Customer engagement is really important to us and SMB Solutions provides great and efficient service on a daily basis if required.

Georgie Scicluna, Operations and Process Specialist, Murray River Organics

The support team are absolutely amazing, always taking the time to go the extra mile for our company even outside of the cloud services.

Isaac Belton, IsFab Fabrication

We are 12 months ahead of where we anticipated to be and it is solely due to the work done by SMB Solutions Cloud Services.

Ken Hogg, Managing Director, EducomIT

Direct Email Or Via Online Portal
You can email us 24/7 and we offer a 30 minute initial ticket response time guarantee. This means that when you log a ticket via our online portal or through email, we will respond to your issue within 30 minutes, guaranteed.

Live Chat
You can start a live chat during normal business hours and you’ll be connected with an Australian Support member.

Phone
You can call us 24/7, 365 days per year and be connected with an Australian Support member.

The Process
Depending on how long the issue will take and who is required a ticket may be created on your behalf to track the issue. You can view all tickets related to your company via the SMB Solutions Service portal.

Support Hours
SMB Solutions support hours are 24/7, 365 days per year.

Additional Charges
For self managed customers, it is $33 per 15 minutes for support. If you have initial issues during migration or when first joining SMB Solutions, we are happy to assist you free of charge.

Status Page
Support Portal

Support Escalation Process

If you have an issue
that is not able to be resolved with the level 1 or 2 support team within 4 hours, your ticket will be escalated to Level 3 support, where it will be given priority to be solved within one business day.  This escalation process applies 24 hours a day, 7 days a week. At  all times your ticket response SLA remains at 30 minutes, regardless of the time of day and your mode of contact (via phone, email, portal ticket submission or live chat).

Support Escalation Process

When we receive your request
Your support request, when received, will be read and directed to the appropriate team that is best suited to the issue that you are facing, and this is so we can solve your issue as fast as possible. We will always keep you up to date with where your ticket is sitting, whether it is being worked on or requires escalation, with an estimated time of resolution whenever possible.

Service Level Agreement

We offer SLA’s for the following:
30 minute ticket response time guarantee 30 minute hardware replacement guarantee 100% Network uptime guarantee

Ticket Response Time
SMB Solutions customers are covered by our thirty minute initial ticket response time guarantee. This means that when you log a ticket via our online portal, we will respond to your issue within 30 minutes, guaranteed.

Hardware Replacement
SMB Solutions guarantees that in the event of a dedicated server hardware failure, the faulty hardware will be replaced within 30 minutes of identifying the problem.

Network SLA
In the occurrence of an outage you can request an RFO by emailing noc@serversaustralia.com.au. Within 7 days an RFO will be issued and we will email this to you.

Requesting An SLA Credit
To request an SLA Credit you must email your request to billing@smbsolutions.com.au. The following owchart explains the process.

It is important to note that if your SLA credit request is approved.

It will take from 1-2 weeks for the credit to be applied to your account.

Sometimes there may be a discrepancy between your reports and ours. In this case we will create an email ticket for investigation to determine the reason for the discrepancy.

Service Level Agreement

What’s the Benefit for you?

If all this sounds too good to be true, put us to the test!
We offer a 30 day trial period on our service (longer upon negotiation
if required) and its as easy as picking up the phone and calling us on
+61 1300 44 20 59.

Contact Us

What’s the Benefit for you?

If all this sounds too good to be true, put us to the test! We offer a 30 day trial period on our service (longer upon negotiation if required) and its as easy as picking up the phone and calling us on

+61 1300 44 20 59

Contact Us