Frequently Asked Questions
If you need urgent support, phone 1300 442 059 or email support@smbsolutions.com.au
SAP Business One is a complex system. Hosting it in the cloud raises questions, and you should expect straight answers.
This page covers the most common questions we receive about our hosting service, support processes, access methods and security.
What are your working hours and holidays?
SMB Solutions’ Australian-based emergency customer support team works 24 hours a day, seven days a week. Our support team will connect you with our team of expert network engineers, system engineers and programmers.
If we are planning to reduce staffing levels, we will advise customers and partners before this time. If we are running on reduced staffing levels, we recommend using the phone system rather than the ticket system to ensure a timely response.
Should I contact SMB Solutions or one of its Partners?
SAP Business One instances are complex systems maintained by multiple partners. Make SMB Solutions your primary source of support for the following issues:
- Infrastructure problems.
- Access problems.
- Base system implementation and guidance.
- Add-on installation.
Unfortunately, there are potential problems that we cannot address. Although our support team will be happy to point you in the right direction, you will have to rely on a partner or customer for the following issues:
- Known Issues with SAP. SAP SE and the SAP community are always looking out for bugs and security vulnerabilities.
- Customisation Inside SAP or SAP Add-on. If a problem can only be solved by contacting the software vendor, our customer support team won’t be able to help.
- SAP Business One General Knowledge and Enquiries. SAP Partners should be your first go to point if you have an enquiry about general SAP Business One knowledge.
Alternatively, you can visit the SMB Solutions Client Hub for free SAP training resources.
When should I make an emergency support call?
Our emergency support line is available 24 hours a day, seven days a week. It is the best way to get expert customer support service immediately. Call 1300 442 059 or email support@smbsolutions.com.au.
WHAT IS AN EMERGENCY CASE?
Emergency cases are incidents that disrupt the customer’s core business. These are cases where customers are losing money and reputation every second.
A support request is not an emergency case if:
- The customer’s team knows of a viable workaround.
- Only minor, non-critical functions are not working correctly.
- The impacted system is a demo or test system.
- The customer, or a third-party consultant, caused the issue.
- The customer needs updates or changes made.
How does the support ticket system work?
World-class customer support begins with a ticket. In order to protect users’ privacy and security, we do not accept support requests outside the ticketing system except in emergency situations.
The SMB Solutions support ticket system is a reliable, automated support solution staffed by industry experts. Begin the support ticket process by logging into your account through the SMB Solutions Service Portal. If you don’t have login details yet, you can send an email to our team at support@smbsolutions.com.au
HIGH-QUALITY TICKETS LEAD TO HIGH-QUALITY SUPPORT
Take time to fill out your support ticket with descriptive information about the problems users are experiencing. The more comprehensive the support ticket is, the better our team can address the problem at hand.
Save time and streamline the support process by including the following information in your support ticket request:
- Your name and phone number.
- A list of users or databases impacted.
- Screenshots of error messages.
- The exact time and date of the error.
- A description of how the error impacts performance. What still works and what doesn’t?
- Any troubleshooting approaches or workaround you have already tested.
Save time and streamline the support process by including the following information in your service ticket request:
- Your name and phone number
- The customer/partner involved
- What service are you requesting e.g. new user, new database, terminate customer
- Any licensing details required
- Any specific names required
- Any other details you think may be important to this service request
If you do not provide this information in the original support ticket, a support team member will need to reach out to you and ask you for it. This takes time and delays ticket resolution. The more information you have ready on hand, the faster it will be to resolve your ticket.
Descriptive, high-quality tickets are typically easy to resolve in a single pass. Watch a tutorial video here to see how to login and use the service portal.
Is support available on weekends and holidays?
Our support team is available 24/7, 365 days a year for emergency phone support. You can always count on your service desk technicians to help with quality expertise and remote troubleshooting solutions. Emergency startup guidance is available exclusively in English.
HOW TO CONTACT SMB SOLUTIONS SUPPORT:
There are two ways to contact your SMB Solutions support specialists:
- Opening a Support Ticket.
- Making an Emergency Call.
OPENING A SUPPORT TICKET
There are two ways to open a support ticket: by email or through the SMB Solutions Service Portal. We guarantee a 30-minute response time for all support tickets. This is the best method of support for normal working hours from Monday to Friday.
Please be sure to have the following information ready:
- Your name and phone number.
- A list of users or databases impacted.
- Screenshots of error messages.
- The exact time and date of the error.
- A description of how the error impacts performance. What still works and what doesn’t?
- Any troubleshooting approaches or workarounds you have already tested.
With this information, SMB Solutions can resolve the ticket quickly and professionally. For optimal results, open the ticket as soon as you notice an error and set the ticket priority to the appropriate level.
The SMB Solutions support team will send all email updates to the user who opened the ticket.
For more information on how to use the service portal, check out our blog post here.
MAKING AN EMERGENCY CALL
In the case of catastrophic technical failure, contact SMB Solutions support by phone using our hotline number and select the support option. The contact number is 1300 442 059.
SMB Solutions support will always prioritise emergency calls over in-system support tickets. Because the support team diverts resources from other users to handle emergencies, users should only call the emergency hotline when a live (productive) environment is completely down – not for changes or updates!
How do I change my ZAIP password in the Password Portal?
You can change your password through the SMB Solutions Password Portal.
For Asia Pacific Customers and Partners: https://selfservice.smbsolutions.com.au:8889/
For European Customers and Partners: https://selfservice.smbclouderp.com:9251/
For USA Customers and Partners: https://selfservice.smberpcloud.com:9251/
Login using your SMB Solutions usercode and password, then select the Change Password tab at the top of the screen.
For detailed instructions on how to use the password portal, see our blog post here – https://www.smbsolutions.com.au/technical-tips-how-to-change-your-smb-solutions-password-in-the-password-portal/
How do I use the Service Portal?
SMB Solutions takes security seriously. Our login and identity management processes are designed to maintain customer privacy and mitigate the risk of unauthorised use.
This is why we require users to sign up with an SMB Solutions user code and to set their password and security questions on the first login. To gain access to the support portal, you will be sent an activation email to set up your password and security questions.
To access the support portal, you can visit the Client Hub or click here.
We have created a video tutorial on our YouTube Channel for you to learn how to use the service portal. We have also created a blog post with written instructions and screenshots.
EDITING USER PROFILE
Our support team delivers better, faster service to users with complete profiles. Ensure the most up-to-date information is in your profile by hovering over the “Hi, name” button in the top right corner and clicking Edit Profile when the drop-down menu appears. Complete all the fields correctly in the pop-up window, and be sure to click Save and Close when finished.
CHANGE PASSWORD
Regular password changes help protect users against cybercrime and data breaches. You can change your password in the service portal by hovering over the “Hi, name” button in the top right corner and clicking Change Password when the drop-down menu appears.
SECURE LOGOUT
Make sure to use the logout function after using the SMB Solutions support portal. Users who leave themselves logged in risk accidentally divulging sensitive data to unauthorised parties.
WHAT IF I NEED ACCESS, BUT HAVE NO LOGIN?
If you have not received an activation email or you’re not sure, get in touch with the support team via email at support@smbsolutions.com.au
How can I check current system status?
If our team ever needs to impact system performance for maintenance or upgrades, we will inform affected customers well in advance. Our system status support page shows when SMB systems are not fully operational and offers information about what our team is doing to address the problem.
Check our system status page before reporting bugs or broken features; there is a good chance we are already working on a solution.
You can sign up to direct email updates from the Status Page by clicking the blue Subscribe to Updates button in the top right corner.
How do I upload a new license file in the ZAIP Partner Portal?
- Go to your Active Subscription.
- Select the option to Upload New License File.
- Choose the prepared license file from your computer.
- Click Upload.
- This process runs in the background, so you can either wait for it to finish or continue working on other customer tasks.
How do I find the hardware key before uploading a license file in the ZAIP Partner Portal?
- In the ZAIP Partner Portal, go to Offerings on the left-hand menu.
- Select your multi-tenant offering (or relevant subscription).
- Scroll down to the Service Units section.
- Locate the correct service unit (e.g., HANA SP 2411) — the hardware key will be displayed alongside it.
- Make a note of this key before proceeding.
Can I queue multiple user changes before processing in the ZAIP Partner Portal?
Yes. You can line up multiple license or user changes before starting the process.
- The more tasks queued, the longer processing will take.
- Tasks can be executed in the background so you can continue other work in ZAIP.
How do I change a user’s license type in the ZAIP Partner Portal?
- Open Manage SAP Users and click the Edit (pencil) button.
- Under licenses:
- Remove the current license by clicking the license type listed on the right hand side
- Add the new license by clicking the license type listed on the left hand side
- Click Submit.
- Important: After submitting, you must click the Start Process button to push the change through to the CCC.
What actions can I take for an individual user in the ZAIP Partner Portal?
Clicking the pencil (edit) icon for a user allows you to:
- Reset the user’s password.
- Force a logout or kill a dead session.
- Delete the user if they are no longer needed.
- Edit licensing (e.g., add/remove license types).
How do I export a tenant from the ZAIP Partner Portal?
- Select Edit SAP Tenants.
- Locate the tenant you want to export and click on Actions → Export Tenant.
- Confirm by clicking Yes.
- Wait for the export task to complete.
The exported tenant copy is saved into your partner PCTR folder, similar to how exports are handled in the CCC.
Q: What if I don’t know my PCTR folder location?
Contact the SMB Solutions Support team, and they will provide assistance.
What actions can I perform when editing tenants in the ZAIP Partner Portal?
From the tenant’s action menu, you can:
- Activate analytics (if not already enabled).
- Manage users for that tenant.
- Export a tenant.
- Edit tenant add-ons.
- Delete a tenant if no longer required.
How do I edit an existing tenant in the ZAIP Partner Portal?
- Log in to the ZAIP Partner Portal.
- Click into your Active Subscriptions.
- Select Edit SAP Tenants from the configuration tools.
- A list of tenants for that subscription will appear, each with an action menu.
Can I continue working in ZAIP while a new tenant is being created?
Yes. Once the tenant creation task has started, you can click OK and continue working on tasks for other customers in ZAIP while the process runs in the background.
How do I create a new tenant in the ZAIP Partner Portal?
- Log in and go to your Reseller Dashboard.
- Click into one of your Active Subscriptions.
- Under Configuration Tools, select Create Tenant.
- Choose the tenant database type
- Enter the tenant name.
- Optionally, select “Use your own database name” and provide a name similar to the tenant name.
- Select the purpose: Demo, Productive, or Testing.
- Choose the appropriate service unit (e.g., HANA SP 2411).
- Enable Analytics (recommended for HANA systems).
- Define posting period choices and add a contact or note.
- Click Create Tenant.
You can watch the YouTube tutorial video on How to Create a New Tenant in the ZAIP Parter Portal here.
How do I sync changes between CCC and the ZAIP Partner Portal?
The ZAIP Partner Portal and CCC automatically sync every 24 hours. To sync immediately:
- Use “Sync SAP Prod with Portal” to push CCC changes to ZAIP.
- If not urgent, allow the automatic overnight sync.
Why is the number of Subscriptions different from the number of Customers in the ZAIP Partner Portal?
The customer count includes both active and inactive customers, while the subscription count reflects only active subscriptions.
Can I change the data source location in SAP Crystal Reports?
Yes! First, start SAP Crystal Reports, then click on the Database menu bar item. Click on Set Datasource Location.
A window showing data source connections will open up. Find the ODBC (RDO) folder in the “Replace with” window and enter the following string:
DRIVER={B1CRHPROXY};UID=XXX_USERNAME;PWD=XXX_PASSWORD;
SERVERNODE=XXX_HANA_SERVER:30015;DATABASE=XXX_DBNAME
Replace “xxx_DBNAME” with the name of the database you would like to connect to.
Click on Finish. A new login window will open. Enter the appropriate credentials for the database user. You may now select the new connection in the Replace With window while highlighting your current connection in the Current Data Source window. Click on Update.
After a few seconds, the Current Data Source will reflect your new data source location. Click on Save to confirm your actions.
Can I import and update licenses on my own?
Partners with access to the Cloud Control Center can import and update ZAIP licenses on their own. If you do not have access to the Cloud Control Center, simply open a support ticket and send us the license – our team will take care of it for you.
What exactly is an SAP Business One Super User?
In SAP Business One Cloud, a Super User is a special account type designed for comprehensive SAP Business One administration. Both your SAP Partner and SMB Solutions Support staff have access with a Partner Support User (PSU) that allows additional access to Super User functions.
The most privileged user class that an end user or partner can have within their own instance of SAP Business One Cloud is a “power user”. Power users enjoy similarly broad administrative privileges but are limited to their own databases and users. They cannot manage licenses, create new users, or install add-ons without administrative support.
Single Tenant deployments are able to set Super User privileges to their accounts as needed.
Is the Data Transfer Workbench (DTW) available in the SMB Solutions cloud?
Yes it is, however SQL databases require DTW users to have additional permissions set to access this application. To get these additional permissions you will need to submit a request via the ticketing system to the SMB Solutions support team.
How can I configure HANA Studio?
It’s simple to configure HANA Studio so that you can access the database. First, start HANA Studio from the SMB Solutions client.
The application may ask you to set or verify a master password. If you already have a master password, the system will require you to establish a password hint.
Once you are in the system, open the Administration Console. A window asking for the HANA server and the Instance Number will pop up. Input your HANA server hostname and make sure the Instance Number is “00,” then hit Next.
In the next window, you will need to enter your database username and password. Once you hit Finish, HANA Studio will be connected to the database.
The HANA Server name can be found in the Cloud Control Centre. Partners will need to contact the support team for database user credentials.
Can I change my SAP username?
Managers and SAP Partners can change the SAP user names via SAP Business One.
SMB Solutions assigns each user a unique user code that cannot be modified.
If a customer is using a database that was migrated to our servers, our support team can map the previous user code to the SMB Solutions user code for a seamless integration experience.
How are Power Users different from Super Users?
In the On-Premises version of SAP Business One, super users are able to manage licenses, users, and add-ons. In SAP Business One Cloud, user and license management is managed by the cloud operator through a centralised system: the Cloud Control Centre.
It is our responsibility to prevent resellers from interfering with centralised management in ways that could impact other customers, partners, and resellers. As a result, we have implemented the Power User status. These user categories are almost the same, except:
- Power Users cannot manage SAP licenses.
- Power Users cannot create new user accounts in the SAP Business One client environment.
- Power Users cannot install add-ons by themselves.
- Power Users cannot change their company name.
- Power Users cannot create new databases on their own.
All of these limitations are designed to protect users and keep your data safe.
Does the ZAIP Partner Portal require two-factor authentication (2FA)?
Yes. For security purposes, 2FA must be set up using either the Duo Security app or Google Authenticator app.
You can also save a computer as a trusted device for easier logins.
How do I enable Two-Factor Authentication?
Two-factor authentication is essential to any solid, multi-layered security framework. SMB Solutions enforces Duo 2FA for customers, partners, and any active users in the SMB Solutions Cloud Environment.
Find out more about how two-factor authentication protects your business from cyberattack here, or watch our video. Please reach out to SMB Solutions if you need 2FA activated.
I need system-wide user access. How can I get it?
We do not allow shared system users access into any part of the SAP environment that would provide them access to other customers’ databases. If you have your own single tenant cloud, we can provide limited system-wide user access.