This is a courtesy translation. In case of any discrepancy, the Spanish version of these policies shall prevail as the legally binding text.
What you'll find at the Help Desk
It's the direct channel between our clients' users and Pyramid Consulting's technical-functional team. Every request is tracked in our ticketing system, assigned to a responsible consultant and followed through to resolution.
The Desk handles incidents, requests, functional questions and evolutionary requests on the solutions we manage — SAP All-In-One, SAP Business One, non-SAP solutions and multicloud environments — under the service level agreements (SLAs) defined in each contract.
Submit your ticket via the portal
The Service Desk is the recommended path: your ticket is formally registered, with a tracking number, assigned priority and automatic notifications on every status change.
Access the Service DeskIt will open in a new tab. Access restricted to authorized users of active clients.
Don't have portal access?
Write to our technical support inbox and we'll open the ticket manually:
basis-support-1@pyramidconsulting.coTypes of requests we handle
- Incidents: errors, downtime or unexpected system behavior.
- Service requests: user creation, permission adjustments, job execution and recurring operational tasks.
- Functional queries: questions about usage, configuration or processes in SAP, Odoo or cloud modules.
- Minor changes: low-complexity adjustments under the standard change management procedure.
Service levels (SLA)
Response and resolution times follow the Service Level Agreement signed with each client. If you need the current copy of the SLA applicable to your organization, request it from your Account Manager or via the portal.
Other inquiries
For commercial topics or matters unrelated to technical support, write to comunicaciones@pyramidconsulting.co.