About Support One
Support One is an SAP Business One Partner based in Arvada, Colorado. Since 2007, Support One has been helping small and mid-sized businesses evaluate, implement and get the most from SAP Business One. They believe that the decision of which vendor to partner with is just as important as which ERP system to invest in and take great pride in helping their clients get the most out of SAP Business One to achieve their company goals.
With customers spanning wholesale distribution, food and beverage, manufacturing, field service and inventory-driven businesses, their promise is simple: Support One treats every customer's business as if it were its own.
The challenge
Support One’s customers were unhappy with their previous hosting provider, both in terms of functionality and its support. As their SAP Business One partner, Support One felt that frustration directly. Customers wanted a host that worked well and responded quickly when something went wrong, and that also offered better value. Security was a growing concern too, as some customers running SAP Business One on-premise had suffered security compromises and needed a safer home for their systems. For Support One, the stakes were high: recommending a host is a big decision for a partner, because if the platform lets customers down, the partner’s reputation suffers too.
The solution
Support One now has clients hosted on Cloud4Partners’ purpose-built AWS cloud platform, having migrated from the previous host, as well as customers who were previously operating with on-premise environments.
Support One customers run on Cloud4Partners’ AWS-hosted platform, in dedicated or multi-tenanted environments depending on their size and requirements. SAP Business One and its SAP HANA database run on Amazon EC2 instances sized to that customer’s users and data volume, with backups held in Amazon S3 and each customer’s data and access segregated from other customers’. Because the platform is built on AWS rather than fixed hardware, capacity grows with the customer, so adding users or storage is an easy change request, rather than a procurement exercise.
Hands-off migrations
Support One has found migrating customers to Cloud4Partners has been mostly hands-off for them. Cloud4Partners handles migrations (including reviewing existing environments, testing and cutover planning), leaving Support One free to focus on communicating and coordinating with their customers, with deadlines always understood and met. Cloud4Partners has also carried out SAP Business One version upgrades for Support One customers, either to keep them current on the latest version so they don’t fall behind and have access to the latest features or upgrading when they initially move to Cloud4Partners’ platform as part of the migration. Upgrades have consistently gone smoothly with minimal issues.
The results
A lighter support load
Support One reports no issues with day-to-day support. Despite the time difference between Colorado and Cloud4Partners' team, response times are consistently strong. Their overall support workload has decreased – although SAP Business One application tickets remain consistent, platform tickets have dropped. Problems with everyday tools like Outlook and printing now come up far less often.
A 10-minute fix when it mattered
The real test of a hosting partner is what happens when something goes wrong. When one customer's system went down, Cory Nale, Services Manager, tracked the timeline himself (ticket #19341):
The issue was picked up in 4 minutes and resolved in 10. Cloud4Partners then followed up with a root cause analysis explaining why it happened. As Cory says, “I’m not sure response and resolution times can get any better."
Security and peace of mind
Customers whose on-premise systems had been compromised now run on a secure, professionally managed platform. Support One can recommend hosting with confidence, knowing its reputation is in safe hands.
“Partnering with Cloud4Partners has been a fantastic decision for our practice. Promoting a hosting platform to our customers means placing our reputation in someone else's hands, but Cloud4Partners delivers every time. Their team is professional, deeply knowledgeable, and always accessible and personable. They make cloud hosting simple, reliable, and stress-free for our SAP Business One clients.”
Cory Nale, Services Manager, Support One
Looking ahead
With many of its SAP Business One customers already on the platform, Support One continues to offer Cloud4Partners hosting to customers moving away from other providers or on-premise servers. Each move comes with the option of a version upgrade, so customers arrive on a current, secure and fully supported system. For Support One, that means more time spent on what it does best: helping its customers grow with SAP Business One.
