Overview:

All AP Automation and Procurement customers can benefit from Single Sign-On (SSO) integration. After a recent review of our Billable Change Request Process and its relevance to service requests within our cloud operations, Basware has decided that any customer-initiated requests for SSO enablement, or maintenance to existing SSO configurations, will now have a flat fee of €600 (or the equivalent in your local currency). This fee is based on the average technical effort historically spent on similar requests as provisioning SSO or making configuration modifications involves detailed requirement discussions, security validation, and coordination between Basware Operation specialists and customer representatives.

 

What does this mean for Direct customers and Partners?

 

For Direct Basware Customers

• For customers, this charge will continue to be included in the initial project phase and/or roll-outs that are part of the original implementation package. After go-live, any changes or supplementary SSO provisioning requests will be subject to this service request.

 

For Partners 

• This service request applies to all scenarios where SSO provisioning or maintenance is required.

 

Process for Requesting SSO Enablement or Maintenance

Submit a Change Request (CR) via the ServiceNow portal using the following steps:

 

Step 1: Access ServiceNow

• Navigate to the ServiceNow portal through the company’s designated link.

 

Step 2: Initiate a Change Request

• Go to the Request a Service section.
• Use the search bar to find the appropriate Change Request (CR) form by entering the keyword SSO.
• Alternatively, customers can directly access the change request catalog using the provided link (ensure the correct internal link is shared).

 

Step 3: Select the Correct Form

• Choose "AP Automation SSO Provisioning/Maintenance" from the available change request forms. Direct Link to the catalog is here

 

Step 4: Complete the Request Form

 

Step 5: Accept the Offer

• After submission, an offer will be generated for the €600 charge (or local currency equivalent).
• The customer must accept the offer before the request proceeds.

 

Step 6: Troubleshooting Offer Generation

• In some cases, the offer may not appear immediately.
• If this happens, instruct the customer to refresh the browser window to trigger the offer display.

 

Important Notes

• The SSO fee is a one-time charge per request but applies to each individual SSO-related change after the project phase.
• The customer must have appropriate approvals in place before submitting a CR, as processing will only begin once the offer is accepted.

 

Action Required from Internal Teams

• Ensure that all customer-facing teams (Support, Implementation, and Customer Success) are aware of this change.
• Update relevant internal documentation and customer communication templates to reflect the new policy.
• Provide guidance to customers raising an SSO request and assist them with the ServiceNow process as needed.

 

For any questions or clarifications, please reach out to the relevant internal contact.