Support

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We offer basic support to all customers and trial users, and premium support to customers with a paid license and an active support package. 

Basic Support

Basic support includes: 

  • Help with issues related to the app, including:  
    • Errors or unexpected behavior 
    • Features not working as documented 
  • E-mail support via support@sharepointsapiens.com 
  • Optional telephone or online meetings, if we think it’s helpful 

We aim to respond as quickly as possible, prioritizing urgent requests. It may take us up to 2 business days to respond. 

Online meetings are more time-consuming and must therefore be scheduled in advance. We try to arrange them for the soonest time possible, which should be within five days at the most. 

Support is available on Austrian business days: 

  • Monday to Thursday: 9:00–5:00 PM CET 
  • Friday: 9:00–1:00 PM CET 
  • Extended hours (6:00–21:00 CET) are available upon request. 
  • We are located in Austria, the time zone is CET (GMT+1) 

Please include the following in your support request: 

  • A detailed description of the issue (screenshots appreciated) 
  • Your name and company 
  • Your tenant ID and tenant name 

Premium Support

A Premium Support Package (“Premium Support”) can only be used to assist with the configuration of customizations. This includes, for example, configuration on a SharePoint website or configuration of Power Automate workflows. It cannot be used for changes to Sapiens products and services. 

Important notes: 

Support time is billed in 1-hour units, including 30 minutes for preparation and follow-up per appointment. 

  • Unused time credits expire 6 months after the start of work. Additionally, if the associated license is cancelled, any remaining time credits will expire immediately upon the change in license status. 
  • Services are provided Monday to Thursday, 8:00–18:00 CET.  
  • Sapiens will assign a specialist with the necessary qualifications to carry out the work. Appointments must be made with the designated specialist. 
  • If Customer wishes to grant direct access to their environment, e.g., in a Teams call, this can be agreed with the specialist. In this case, Sapiens accepts no liability for any resulting damage. 
  • Support packages must be paid in advance. 

Support e-mail: support@sharepointsapiens.com

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