Support

Contact ETZ support at sapproducts@etzglobal.com and supply as much detail as possible: what you were doing, the approximate time, and any error shown. If the fault lies in the platform, ETZ remedies it at no charge. If investigation shows the cause lies in your environment, for example infrastructure, SAP system changes or AI provider issues, remediation may be chargeable and is quoted before any work starts.

Support operates on business days during office hours in the CET timezone. We respond to every request within 24 hours during those hours, and in practice usually sooner. Response means a qualified person has picked up your request and is working with you, not an automated acknowledgement.

Nothing. The platform sits alongside your SAP landscape, never inside it: no business process, transaction, interface or batch job runs through the platform, and nothing in SAP depends on it. If the platform is unavailable, your teams temporarily lose the AI assistant, and your SAP systems continue exactly as before.

The platform runs in your environment, so its availability is determined by your infrastructure; ETZ does not operate a service whose uptime we could guarantee. Because the platform sits outside your SAP transaction path, its availability also never affects your SAP operations. What ETZ commits to is support responsiveness, as described above.