Frequently asked questions

Basware Support Services

  • General

    Are you able to offer 24/5 or 24/7 support services??

    Basware Customer Support is able to provide 24/5 or even 24/7 support services based on your need. Please contact your Account Manager to discuss

    How can I contact Basware Customer Support?

    Basware customer support provides easy access to professional support resources, preferably by Support Portal (self-service usage of Basware support system). You can also contact local or global service desks by email and phone.

    How can I escalate my incident with Basware support?

    If you feel that the incident is not progressing as it should, please escalate the incident by contacting Basware customer support. Please state clearly your expected schedule or your need for the incident priority change.

    What does standard support include?

    Standard support covers all Basware customers (licensed or SaaS) and includes access to product upgrades, support during service desk office hours, incident service requests and change and problem management recording and handling. It also includes easy access to Basware professional support resources in local or global service desks by email, phone or web access to the Basware support system.

    What is the support organization structure?

    Support organization is based on the ITIL process definition and includes three levels:

    First line:

    • Register and classify incident
    • Ensure immediate action to resolve incident
    • Standard service request handling

    Second line:

    • Complex incident analysis and resolution
    • Standard change request handling

    Third line:

    • Production and product support assistance in most complex incidents
    • Complex change request management
    • Problem management in cooperation with R&D and production
    What support services are available?

    Basware customer support provides support services in 10 languages from 10 major locations across the world. The service desk operations provide incident management, service request management and change request management services for all customers and all Basware solutions and services. The extended support services build on top of these services with customer service management and post-delivery consulting service offerings. The support processes and process development are aligned with the ITIL (IT Infrastructure Library) methodology.

  • Extended Support Services

    Can extended support be purchased at any time?

    Yes – the service contract is not time-dependent. Both new customers and existing Baswares can sign an extended support contract at any time.

    Does this mean that we do not need to log calls with the service desk?

    Extended support does not replace the service desk operation. The service desk is always the first point of contact in case of an incident or a problem.

    We are a European customer, but we have operations in other regions. How does this work?

    Basware extended support is a global service. You can have either a global service management model or a relevant regional service management model that applies similar global practices regionally.

    What are the advantages of the extended support services?

    Extended support ensures that the continuity and the quality of services and solutions supports your business and development needs, and that operational resource availability can be planned and handled after the project delivery has been completed.
    Extended support offers the following benefits, among others:

    • The customer service management service maintains and improves communication, commitment and co-operation between you and Basware
    • Change request improvements can be effectively planned and handled between projects
    • The status of customer service requests and incidents becomes more transparent
    • Co-ordination regarding problem situations, in accordance with jointly agreed policies, allows Basware to keep you informed and act quickly and efficiently.
    • Utilization of best practices becomes more efficient
    • Your operations and processes benefit from up-to-date information on new product features, properties and services
    What is the extended support offering?

    Extended support is a collection of services that are provided in addition to the Basware standard support and maintenance services in order to enhance your experience of Basware’s products and services. Extended support is not a replacement for the standard support service, but is an operating model that employs a systematic co-operation model between the customer and Basware after the solution has been implemented and delivered to the production environment. The service offering includes customer service management, dedicated solution consultancy services, service reporting and monitoring, extended service hours and extended SLA.

    What is the minimum contract length for extended support?

    The minimum contract period is 12 months.

    Which Basware products and services does extended support cover?

    Extended support services are provided for all of Basware’s products and services, including software product support and transaction-based services.

Product Support

  • General

    What information is needed when reporting incidents?

    If you need assistance from Basware, please be prepared to describe your situation as clearly as possible. In order to speed up the processing of your request, please collect all the necessary information (what happened, what you did, what you expected to happen, any error messages, invoice examples, log files and so on) before contacting us. We will ask you to create one request per topic, to ensure your queries are dealt with appropriately. You will need to provide at least:

    1. Details of the product and application module used
    2. A description of what you were trying to achieve
    3. Error messages in the form of screenshots
    4. Details of the scale and severity of the situation so it follows the incident classification described in the service agreement
    5. Any other important details regarding the issue
    When should I contact product support?

    When you have an active service and maintenance contract for your Basware purchase-to-pay software and services (both licensed and SaaS), you can contact Basware customer support when you experience an error situation or need assistance.

    The Basware purchase-to-pay portfolio consists of Basware, Alusta, anyERP, InvoiceReady, TEM, invoice processing, purchase management and invoice matching products.

Transaction Support

  • General

    How can I contact Basware Transaction Service customer support?

    Basware offers its Pro and larger Transaction Service package customers free phone, email and Support Portal services. Other customers have access to email and a payline phone service.

    I sent a PDF invoice to a Basware.com email address. What will happen now?

    Basware has several different email solutions. The processing of your invoice depends on the service to which you have sent it. In general, the invoice will be processed and sent as a real e-invoice to the recipient of the invoice. If there are problems processing and sending the invoice to the recipient, you will receive an error message from Basware via email.

  • e-Invoicing

    How can I find my customers e-invoicing address?

    Best way to check company's e-invoicing address is to contact the company directly. Ask your supplier or in Finland, check from public e-invoice registry (Tieke).

    How can I find my customers e-invoicing operator information?

    Best way to check company's e-invoicing address is to contact the company directly. Ask your supplier or in Finland, check from public e-invoice registry (Tieke).

    How can I find my supplier's e-invoicing address?

    The best way to check a company's e-invoicing address is to contact the company directly; ask your supplier. In Finland, you can check this using the public e-invoice registry (Tieke). You can also check suppliers’ e-invoicing addresses from Business Transactions Monitor if you have received an e-invoice from the supplier before.

    How can I find my supplier's e-invoicing operator information?

    Best way to check company's e-invoicing address is to contact the company directly. Ask your supplier or in Finland, check from public e-invoice registry (Tieke).

    I received an error message from Basware Transaction Service – what should I do?

    Please review the contents of the error message you received and follow the provided instructions. If you are unable to resolve the problem on your own, please contact the Basware service desk by replying to the error message. This way, all the necessary information is available for the service desk to investigate your error.

    What are the different e-invoicing address formats?

    Structure
    The structure of e-invoice addresses varies depending on the country. Most often the e-invoice address is based on a company’s VAT ID.

    The structure of the e-invoice address is as follows:

    • International address-like prefix, such as a country code
    • Organization identifier, according to the address type
    • Optional detailed specifier, as chosen by the recipient, in the format [prefix][organization number][sub company]

    If the sub-company isn’t recognized, the system will automatically route to the parent company. There are no spaces or field separators in the e-invoice address and it is formatted as one string of numbers and letters.

    What is an e-invoice?

    An e-invoice is an invoice that is sent and received electronically. In its best form, an e-invoice consists of two elements – data components and image components. The purpose of e-invoices is to enable full invoice process automation and integrate customers and suppliers into one seamless, end-to-end electronic process. The data component of an e-invoice is used for process automation and the image provides a human-readable presentation of the invoice used for workflow and archiving.

    What is an e-invoicing address?

    E-invoice addresses
    An e-invoice address can be thought of as the online version of a zip code in regular mail: it identifies both the sender and recipient of the invoice. The structure of e-invoice addresses can differ depending on the countries where the companies involved are located.

    Unique identifier
    The e-invoice address unique identifies the supplier or the buyer. The address is supplied in the invoice file and enables Basware to send the invoice to the correct receiver. The sending party should maintain the e-invoice address of their recipients within their invoicing system and include it in the correct format in the invoice data so Basware Business Transactions can identify the recipient of the invoice.

    What kinds of error messages do Basware e-invoicing services send?

    Each e-invoicing service has specific error messages that are sent to invoice senders and/or receivers based on the error situation. General errors that can occur are related to e-invoice addresses, invoice data or invoice transfer status.

    Where can I find more information about e-invoicing?
    Why should I start sending and receiving e-invoices?

    E-invoices enable considerable cost savings – up to as much as 80% – as companies can get rid of time-consuming manual processes such as printing, filling envelopes, mailing, scanning, keying invoice data, manually matching invoices to orders and archiving. With e-invoices, you will gain faster and more efficient processes while reducing manual work and errors. You will also gain greater visibility and control over your cashflow and spending.

  • Scan & Capture

    Can I automate quality-report sending to Basware?

    Yes, you can. Basware has a standard solution available for automating scan and capture quality-report sending from Basware invoice processing. Please contact the Basware service desk to order the automation.

    How can I find out if an invoice has been received by Basware’s scan and capture service?

    Once Basware has scanned and validated your invoice, it will be available in Business Transactions Monitor; you can search for it there.

    How can I improve the quality of the scan and capture service?

    Basware is actively monitoring the service quality with internal quality procedures to ensure the data you receive is as error-free as possible. However, in order for Basware to gauge your perception of the scan and capture service, we need to receive quality reports from your organization. Once Basware has analyzed your report, we will suggest improvements to the service configuration and/or implement necessary improvements on our side. Please review the feedback you receive from the Basware service desk and ensure all suggested actions are carried out.

    How does the scan and capture service work?

    Basware’s scan and capture service takes in paper and email invoices from your suppliers and transforms them into e-invoices.

    The process can be divided to four key stages:

    1. Sorting incoming invoices (both paper and email) on arrival to either a Basware scan partner site or your scan and capture email address
    2. Scanning invoices with the best compliant technology
    3. Validating, extracting and checking invoice data to ensure errors are managed
    4. Dispatching an e-invoice to your invoice processing system.
    How is scan and capture service quality measured?

    Scan and capture service quality is measured based on quality reports received from your organization. Quality is reported as a percentage of validated fields provided correctly to your organization.

  • Virtual Printer

    How does the Virtual Printer service work?

    With Basware e-invoice Virtual Printer, you can create invoices using any program and print them as e-invoices. The service is based on our Basware Message client, which is a small piece of software installed on your workstation or company server.

    After creating an invoice, you simply add your customer’s e-invoicing address to the invoice recipient field. This address is used as a unique identifier to ensure that the invoice reaches the correct recipient (see ‘What is an e-invoice address?’ above). Once the invoice is ready, select Basware as the printer and you’re done – we take care of converting the invoices into e-invoices and delivering them to your customers via the open network.

    Where can I find more information about this service?
    Where can I find the User Guide for Virtual Printer Software?
  • Basware e-Invoice Email Lite

    Can I check that the invoices arrived at the receiver?

    You will receive an email for each invoice after it is delivered. The Basware service will take some time. Please do not resend an invoice while waiting for confirmation.

    Can I send to other receivers?

    The Basware e-invoice email service is only available for e-invoice receivers sponsoring this service for their suppliers. You can find a list of receivers by clicking the "customers" button on the bottom of the Basware Portal at https://portal.basware.com/onpweb/emailLite/activatedService. If you want to send invoices to other receivers, please visit our website for our other e-invoicing services at www.basware.com/solutions/e-invoicing/sending-invoices.

    How do I add another email address for sending?

    If you want to change your registration data (main contact or additional email addresses), please visit https://portal.basware.com/onpweb/emailLite/activatedService.

    How do I check if the PDF is correct?

    Open the PDF and try to select the text of the invoice using your mouse. If this is not possible, it is an "image" and cannot be used; please change the settings of your PDF printer. If you can select the text, copy and paste it to a word processing program and read the text here – you are good to go. If the copied text consists only of strange characters, please change the font used in the invoice and create the PDF again.

    How does the Basware e-Invoice Email Lite service work?

    The email with the PDF invoice will be sent to an email server of Basware. The sender’s addresses will be checked first. If the address is not listed, the email will be rejected. When the address is checked successfully, the email is sent to the Basware service center, where the recipient address is checked; you will be notified if it is not valid. The next step is the extraction of the data from your invoice, which is checked to ensure it meets legal requirements; you will be notified if there are any problems with the content. A structured data file containing the content of the invoice is created and sent to the receiver, together with the PDF document. The structured file can be processed automatically by the receiver’s financial system.

    I have received emails for Basware with reject notifications. Why is this, and what do I do?

    The receivers want Basware to check if the legal requirements of the invoices are met. Basware is asked to reject invoices that do not contain the required fields. The benefit for you is speedy notification of the problem, which allows you to change the invoice and send it again.

    What do I do if my receiver tells me the invoices did not arrive?

    Two things may have happened:

    1. The email did not reach the Basware mail server. This could happen if it was sent to a wrong receiver. Please check carefully that you used the email addresses listed on the registration website. It is also possible that the email did not leave your outbox; please check if the mail can be found in the sent items folder.
    2. The invoice was sent from an email addresses not listed during the registration process. Check your registration data. Invoices sent from other email addresses will be rejected.
  • Supplier Portal

    I have registered for supplier portal but I cannot long in. What is wrong?

    Your registration must be approved by a customer before you can log in. You will receive an email from the service when your access has been approved. For further information, please visit https://bsp.basware.com/SupplierPortal/Help/en-US/Registering/SP.logging.in.to.supplier.portal.htm.

    What is supplier portal?

    Supplier portal is a free e-invoicing sending portal for suppliers that cannot send e-invoices from their systems. From supplier portal, you can send invoices to customers who have enabled supplier portal for their suppliers.

  • BT Monitor

    How can I get access to Business Transactions Monitor?

    Contact the Basware service desk. If someone at your company already has access to Business Transactions Monitor, they can add access for you as well.

    What can I use Business Transactions Monitor for?

    Business Transactions Monitor allows Basware’s customers and their suppliers to view the status of the invoices they have sent or should receive. When problems occur, the party where the problem is identified will be notified by email.

  • Glossary

    Banking
    Banking can also be used to fetch e-invoices from Basware Business Transactions.
    Basware Portal

    Basware Portal is a new-generation portal for viewing and sharing invoice status information between buyers and suppliers.

    BTIPC

    BTIPC is an installable service that fetches e-invoices from Basware Business Transactions to Basware Invoice Processing.

    BTS

    Basware Business Transactions Sender (BTS) is an installable program that is used for sending e-invoices to Basware Business Transactions.

  • Error messages

    Unacknowledged invoices

    This is caused when acknowledgement from Basware invoice processing is not received properly by Basware Business Transactions. Check whether can you find these invoices from Basware invoice processing. Inform the service desk about the results; they will re-send these invoices to you or mark them as delivered.

    Unfetched invoices

    This occurs when invoices in Basware Business Transactions are not fetched for over 24 hours. Make sure that your e-invoice fetching software is up and running.

Support Tools

  • General

    How can I initiate remote support with Basware?

    Basware customer support uses the GoToAssist remote support tool. Please go to https://broker.gotoassist.com/h/basware, type in the code you received from Basware and click Continue to proceed.

    How can I respond to Basware support?

    You can either respond to Basware via the Support Portal or reply to the email you have received from Basware. Please remember to always keep the incident ID in the email subject (it will start with BWINC).

  • Support Portal for customers

    How do I get logins?

    If someone in your company already has Support Portal logins, he or she can send the service request from there. In other cases, please contact your local service desk.

    What can I do with Support Portal?

    You can report your service requests, communicate with Basware and follow up the status of your service requests. It is also possible to re-open and cancel service requests, as well as view completed service requests.

    What do Support Portal logins cost?

    Support Portal logins are free for Basware support customers.

    What is Support Portal?

    Support Portal is a web interface that allows you to report and follow up service requests. It is one module of BMC's ITSM suite in use by Basware customer support.

    What should I do if I have lost my password?

    Please contact your local service desk or ask a colleague to create a service request through the Support Portal.

    Who should use Support Portal?

    Everybody in your company who contacts Basware service desk should have a login.

    Why should I use Support Portal?

    All service requests and related communications are visible to your company's Support Portal users. This way, anyone can follow the status of a service request and add comments and information, instead of having to search for information from emails or call colleagues.

Contact Support

Business hours: 9:00 – 17.30 (local time – AEST) excluding NSW public holidays listed here
Tel: within Australia: 1300 853 040,
international: +61 2 8310 7471

New Support Request:
Contact form

If you have already contacted Basware Support and received a ticket number, send an email to customer.support@basware.com and include the ticket number (prefix INCBW) in the email subject.

For access to the Support Portal (SRM) / Online ticketing tool, please contact Customer support.

Contact Support

Werkuren: 9:00 – 17.00 (local time)
Support in het Nederlands: 0902 / 15 004 (0.75 € / minuut)

Nieuwe aanvraag voor support:
contactformulier

Als u reeds contact hebt gehad met Basware support and u heeft een ticketnummer gekregen, stuur dan een email naar customer.support@basware.com en zet het ticketnummber (begint met INCBW) in het onderwerp van uw email

Voor toegang tot het support portaal (SRM) / Online ticket tool, gelieve contact op te nemen met Customer support.

Contact Support

Horaires : 9:00 – 17.00 (local time)
Support en Français et Anglais : 0902 /15 005 (0.75 € / minute)

Nouvelle demande de support : 
formulaire de contact

Si vous avez déjà eu contact avec Basware support et vous avez un numéro de ticket , veuillez envoyez un email à customer.support@basware.com et n'oubliez pas de mettre le numéro de ticket (commence avec INCBW ) dans le sujet de votre e-mail

Afin d'obtenir l'accès vers le portail de support (SRM) / Online ticketing tool, veuillez contacter Customer support.

Contact Support

Hverdage: kl. 8.00-16.00
Tlf: +45 70 272 969

Ny supportanmoding:
Kontaktformular

Hvis du allerede har kontaktet Basware Support ( Customer Care) og har fået et sagsnummer (ticket), bedes du sende en e-mail til customer.support@basware.com og notere sagsnummeret i emnefeltet i e-mailen.

 

For at få adgang til supportportalen ( SRM ) / Online billettering værktøj , skal du kontakte Customer support.

Contact Support

Palveluaika: 8:00 - 17:00 (EET)

Uusi tukipyyntö:
Yhteydenottolomake

Jos olet jo ollut yhteydessä Baswaren asiakastukeen ja olet vastaanottanut palvelupyynnön tunnisteen, lähetä sähköposti osoitteeseen customer.support@basware.com ja sisällytä palvelupyynnön tunniste (etuliite INCBW) sähköpostin Aihe-kenttään.

Käytössämme on myös SRM-tukiportaali, jossa voit kirjata uusia palvelupyyntöjä ja näet avoimien tukipyyntöjen tilanteen. Jos haluat tunnukset SRM-tukiportaaliin, otathan yhteyttä asiakastukeen.

Puhelin: 0600 973 73 (vain Suomesta: 3 €/min + pvm)

Mikäli olet sopimusasiakkaamme, sinulle on lähetetty sähköpostilla tieto maksuttomasta tukinumerostamme.

Contact Support

Business hours: 9:00 – 17.00 (local time)

Nouvelle demande de support :
formulaire de contact

Si vous avez déjà eu contact avec Basware support et vous avez un numéro de ticket , veuillez envoyez un email à customer.support@basware.com et n'oubliez pas de mettre le numéro de ticket (commence avec INCBW ) dans le sujet de votre e-mail

Afin d'obtenir l'accès vers le portail de support (SRM) / Online ticketing tool, veuillez contacter customer support.

Contact Support

Geschäftszeiten: 9:00 – 17:00 Uhr
Deutschsprachiger telefonischer Support (kostenpflichtig) Tel.: 0900 1000565 (0,99 €/Min + ggf. lokale/mobile Netzanbieter-Gebühren)

Um eine neue Support-Anfrage zu stellen, nutzen Sie bitte das Support-Formular:
Support-Formular

Wenn Sie Rückfragen zu einer bereits gestellten Support-Anfrage haben (d.h. Sie haben bereits eine Ticket-Nummer erhalten), senden Sie bitte eine E-Mail an customer.support@basware.com Setzen Sie dabei die Ticket-Nummer (Präfix INCBW ) in den E-Mail-Betreff.

Um einen Zugang zu unserem Support Portal bzw. Online-Ticketing-Tool (SRM) zu erhalten, mit dem Sie selbst Tickets mit Ihren Anfragen erstellen können, brauchen Sie bitte Support-Formular  

Kunden der ehemaligen First Businesspost GmbH wenden sich bitte an:
E-Mail: support-munich@basware.com

Contact Support

Business hours: 9:00 - 17:30 (local India time)

New Support Request:
Contact form

If you have already contacted Basware Support and received a ticket number, send an email to customer.support@basware.com and include the ticket number (prefix INCBW) in the email subject.

For access to the Support Portal (SRM) / Online ticketing tool, please contact Customer support.

Contact Support

Åpningstider: 08.00 – 16.00

Ny Support Request:
Kontakt skjema

Hvis du allerede har kontaktet Basware Support og mottatt et saksnummer, send en epost til customer.support@basware.com der saksnummeret er angitt i Tittel-feltet. (Saksnummeret har prefiks INCBW og i tillegg 10 siffer).

For tilgang til Support Portal ( SRM ) / Online Supportsystem, kontakt Customer support.

 

Telefonnumre

Alusta, IP, PM, TEM, Contempus faktura og Contempus arkiv
Telefon: +47 98 23 64 00

Basware Virtual Printer, Basware Portal, Basware PDF efaktura, Basware efaktura email
Engelskspråklig support Telefon: +47 820 90 200 (betalbar tjeneste)

Andre efaktura tjenester
Telefon: +47 98 23 64 00

Contact Support

Business hours: 10:00 am– 5.00 pm (local time)

New Support Request: 
Contact form

If you have already contacted Basware Support and received a ticket number, send an email to customer.support@basware.com and include the ticket number (prefix INCBW) in the email subject.

For access to the Support Portal (SRM) / Online ticketing tool, please contact your local Service Desk

Telephone number and email

Purchase to Pay, Accounts Payable Automation, Procurement , Travel and Expense Management, BT e-invoicing solutions solutions​

Tel: +7 (499) 248 1673
Email: helpdesk.ru@basware.com

 

Contact Support

Business hours: 9:00 – 17.30 (local time – AEST)
Tel. +61 2 8622 5880

New Support Request: 
Contact form

If you have already contacted Basware Support and received a ticket number, send an email to customer.support@basware.com and include the ticket number (prefix INCBW) in the email subject.

For access to the Support Portal (SRM) / Online ticketing tool, please contact Customer support.

Contact Support

Kontorstid: 8:00 – 16.00 
Tel. +46 8 50 57 44 44

Ny supportförfrågan:
Kontaktformulär

Om du redan har kontaktat Basware support och fått ett ärendenummer, skicka då ett email till customer.support@basware.com. Notera ditt ärendenummer (prefix INCBW och 10 siffror) i emailets ämnesrad.

För att få tillgång till supportportalen ( SRM ) / Online-ärendesystemet, vänligen kontakta Customer support.

Contact Support

Business hours: 9:00 – 17.00 (local time)
Support in het Nederlands: Tel. 0900-BASWARE, 0900-2279273 (0,8 e / min + local/mobile call charges)

Nieuwe aanvraag voor support:
Contact formulier

Als u reeds contact hebt gehad met Basware support and u heeft een ticketnummer gekregen, stuur dan een email naar customer.support@basware.com en zet het ticketnummber (begint met INCBW) in het onderwerp van uw email

Voor toegang tot het support portaal (SRM) / Online ticket tool, gelieve contact op te nemen met Customer support.

Contact Support

Business hours: 9:00 – 17.00 (CET)

New Support Request: 
Contact form

If you have already contacted Basware Support and received a ticket number, send an email to customer.support@basware.com and include the ticket number (prefix INCBW) in the email subject.

For access to the Support Portal (SRM) / Online ticketing tool, please contact Customer support

Basware Network for UK Public Sector (formerly Procserve)
Email: support@procserve.com

Contact Support

Business hours: 8:00AM – 8:00PM EDT (EST)

New Support Request:
Contact form

If you have already contacted Basware Support and received a ticket number, send an email to customer.support@basware.com and include the ticket number (prefix INCBW) in the email subject.

 

For access to the Support Portal (SRM) / Online ticketing tool, please contact Customer support.