Client Support & Ongoing Service

Cloud B2B Systems provides annual, renewable software support for all supplied systems, in line with current pricing at the point of renewal. This ensures client systems remain up to date, fully operational, and aligned with ongoing business and technical requirements.

Support includes generic system upgrades, delivered where applicable based on each client’s configuration and scheduled at mutually agreed times to minimise disruption. Each client is also allocated a defined bank of support time, used for handling queries, investigating issues, and carrying out resolution activities.

In addition, support may include advisory guidance and user training following system go-live, where appropriate. Support requests can be raised by phone, email, or preferably via the Client Portal, which provides a structured and efficient way to manage, track, and resolve all support activity.

Support Time & Usage

Each supported system includes an annual allocation of support time, calculated at a standard rate of £120 per hour + VAT. This forms part of the annual support agreement and is used to cover the handling, investigation, and resolution of support requests.

The level of included time varies by system. For example, a standard Purchase Order Processing system typically includes 2.5 hours per year, while a full Purchase Order and Invoice Approval system includes 4.5 hours. All activity is logged, and time used is deducted from the client’s support bank.

Clients are notified when their remaining balance reaches 30 minutes. Additional time can be purchased in minimum increments of one hour at £120 + VAT, ensuring continued support where required.

At renewal, the support bank is reset, with any unused time carried forward and added to the new allocation, providing flexibility and continuity year to year.

Additional Support & Charges

The annual support agreement covers standard support activities; however, additional charges may apply during the minimum 12-month term where work falls outside this scope.

This includes Change Management, such as client-requested system modifications, enhancements, or new functionality. These requests are reviewed and scoped separately, with costs agreed in advance based on the level of work required.

Additional user licences may also incur extra charges and are treated as separate commercial items, outside of the standard support time allocation.

Systems hosted on client-managed infrastructure may be subject to different support rates and terms, depending on the technical environment and system specification, agreed as part of the support arrangement.

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Secure Client Portal for Support & Account Management

Support Tickets & Managing Support

The Cloud B2B Client Portal, is the preferred platform for raising and managing support requests.

Support ticket logging: clients can raise support issues and include relevant screenshots or supporting information where applicable.
Automatic acknowledgement: the portal automatically confirms receipt of support requests and allocates a unique ticket number.
Progress visibility: clients can view the status and progress of support issues at any time.
Time recording: all support handling and resolution time is recorded within the portal and deducted from the relevant support time bank.
Alternative contact methods: support issues may also be reported by phone or email, although use of the official Client Portal is preferred.

Easily request and manage support and queries online via the Client Portal

Add and remove contacts and users for your Client Portal account

Administering Support Contacts

Main client users can manage support contacts through the Client Portal.

Add support contacts: authorised users can provide access to additional members of their organisation.
Remove support contacts: access can be withdrawn when users no longer require support portal access.
Controlled access: this helps ensure that only approved contacts can raise and manage support queries.

Managing Services & Billing

The Client Portal also provides access to service and billing information in one central location.

Invoices and billing: clients can view billing information, invoices, and related financial records.
Service visibility: portal users can view information relating to their active services and associated account activity.
Centralised account management: the portal provides a single place to manage support alongside commercial and service-related information.

View and download invoices and quotes via the CLient Portal

Request changes easily by submitting a support ticket.

Requesting Changes & Change Management

Requests for changes, enhancements, or additional services can also be managed through the Client Portal.

System changes: clients can request additional system customisation or amendments to existing functionality.
Additional licences: requests for extra user licences can be raised and managed through the portal.
Change Management process: where applicable, requested changes will be reviewed, scoped, and subject to additional support costs during the contract term.

Additional Resources

In addition to historic support ticket information, the Client Portal also contains links to other useful client resources.

Documentation: access supporting system documentation and related materials.
Video training: view training content designed to help users get the most from their system.
Historical support records: review previous support issues and activity through the portal.

Search and explore the knowledgebase and system documentation

Frequently Asked Questions

What is included in annual support?

Annual support includes generic system upgrades where applicable, based on your individual system configuration, together with a pre-allocated bank of support time for handling support queries, issue investigation, and resolution activities.

Support may also include additional advisory assistance or user guidance, including training after go-live where appropriate and agreed between Cloud B2B Systems and the client.

How do I raise a support request?

Support requests can be raised by phone, email, or preferably through the Cloud B2B Client Portal.

The Client Portal is the preferred method because it automatically acknowledges your request, allocates a ticket number, allows supporting information such as screenshots to be submitted, and provides visibility of progress and status updates throughout the life of the support ticket.

Is there a minimum support contract term?

Yes, annual support is provided on a minimum 12-month contract term.

This ensures continuity of service, ongoing system maintenance, and access to support resources throughout the agreed period.

Do you provide support outside of standard support requests?

In addition to issue resolution, support may include advisory assistance such as guidance on system usage or best practices.

This can also include additional training following system go-live, where agreed between Cloud B2B Systems and the client, and is typically covered within the allocated support time.

What information should I include when raising a support ticket?

When raising a support request, it is recommended to include as much relevant detail as possible to assist with efficient resolution.

This may include a clear description of the issue, screenshots, steps to reproduce the problem, and any relevant reference numbers or affected users.

How is support time calculated and used?

Each supported system includes an annual allocation of support time, calculated at a standard rate of £120 + VAT per hour. This support bank is used to cover the time spent investigating, handling, and resolving support issues raised by the client.

All support activity is recorded through the support process, and the relevant time used is deducted from the allocated support bank for that system.

How much support time is included with my system?

The level of included support time depends on the type of system provided.

A standard Purchase Order Processing system typically includes 2.5 hours of support time per year, while a full Purchase Order and Invoice Approval system typically includes 4.5 hours per year as part of the annual support agreement.

What happens when my support time runs low?

Clients are advised when their remaining support balance reaches 30 minutes.

This provides time to review remaining usage and, where required, arrange the purchase of additional support time to ensure continued support coverage without interruption.

Can I purchase additional support time?

Yes. If your included annual support time has been used, additional support time can be purchased on an ad-hoc basis.

Additional hours are charged at £120 + VAT, with a minimum purchase of one hour.

What happens to unused support time at renewal?

At the renewal date for annual support, the support bank is reset for the new 12 month term.

Any unused time remaining from the previous support period is carried forward and added to the new annual allocation, allowing clients to retain the value of time not used during the previous year.

Are system upgrades included in support?

Yes. Annual support includes generic system upgrades where these are applicable to your supplied solution and suitable for your individual system configuration.

Upgrade work is scheduled at times agreed between Cloud B2B Systems and the client in order to minimise disruption and ensure the update process is managed appropriately.

What counts as Change Management or a chargeable change request?

Change Management applies where a client requests additional system customisation, functional changes, enhancements, or other work that falls outside standard support and maintenance.

These requests are typically reviewed and scoped separately, and any associated costs are agreed in advance depending on the nature and scale of the requested changes. Additional user licences may also result in extra charges.

What can I manage through the Client Portal?

The Cloud B2B Client Portal, provides a central place to manage support and related account activity.

Through the portal, authorised users can raise and track support tickets, manage support contacts, view service information, access invoices and billing records, and review useful resources such as documentation, training materials, and historical support records.

Can support be tailored to our specific system setup?

Yes, support is delivered with consideration to each client’s individual system configuration.

This applies particularly to system upgrades and advisory support, which are scheduled and provided in a way that aligns with your operational environment and requirements.

What happens if our system is hosted on our own infrastructure?

Systems installed on client-managed hardware or infrastructure may be subject to different support rates and specific terms and conditions.

These are assessed based on the system specification and environment, and are agreed in advance as part of the support arrangement.