Effective from March 10, 2025
zapAnalytics is a web application for analyzing ERP data. The software can be operated within a company’s internal intranet without internet access, ensuring that data remains at the site where the software is running. zapliance provides the business logic in form of a Content Bundle (typically .zip-file), which the customer uploads into the software (Analytics as a Service).
The core functions of zapAnalytics are:
Both one-off analyses and recurring automated processing runs (Continuous Control Monitoring) can be carried out, which include data extraction, processing, and forwarding.
The customer acquires a Response Key voucher for the creation and use of a customized project or Continuous Service in zapAnalytics, with the following license components:
If the content bundle contains Response Key vouchers, projects must be activated by the customer. During project processing, the customer receives a Challenge Key in the form of a weblink or QR code. The customer can redeem the acquired Response Key voucher either by visiting the weblink on the zapliance website or by contacting zapliance support. The generated response key unlocks full functionality by inputting it into the zapAnalytics project.
General prerequisites for using zapAnalytics:
The General Terms and Conditions (GTC) of zapliance in their currently valid version apply.
Customer Success is our commitment to helping you achieve your project-related goals. To this end, we support you in implementing the jointly defined objectives as well as in overcoming everyday challenges. Customer Success is an integral service provided as part of a paid digital product.
The scope of services is fundamentally determined by the selected service level (Customer Success Plan) – Basic, Business, Enterprise, as well as customized according to the services specified in the offer.
Professional audit-related tasks (such as corporate consulting and audit advisory services) are not part of Customer Success.
Customer Success Plan | Basic | Business | Enterprise | |
| General | Service Hours [2] | Monday to Friday from 9AM – 5 PM | ||
| Language [3] | German and English | |||
| Response Time [4] | 48 hours | 24 hours | 8 hours | |
Personal Customer Success Specialist [5] | No | Inclusive | Inclusive | |
| Communication Channels [6] | Online-Meeting | Phone and Chat | ||
| AI-Support [7] | Inclusive | Inclusive | Inclusive | |
| Updates [8] | Inclusive | Inclusive | Inclusive | |
| Onboarding | Kick-Off-Meeting [15] | 50-min-Meeting | 50-min-Meeting | Customized |
| Stakeholder Onboarding [11] | Self-Service | 2x 20-min-Meetings | Customized | |
| Confidentiality and DPA [12] | zapliance Standard | zapliance Standard | Customized | |
| Technical Setup Support [10] | Self-Service | Standard-Setup | Customized | |
zapliance Access to Customer Systems [13] | Additional | Additional | Customized | |
| Fast-Track-Onboarding [14] | 3 months | 3 months | 2 months | |
| Project | zapAnalytics Training [17] | Self-Service | Standard-Setup | Customized |
| Status-Meeting [16] | Additional | Monthly 20-min-Meeting | Customized | |
| Closing-Meeting [1.4] | 20-min-Meeting | 20-min-Meeting | Customized | |
The service period defines the timeframe during which services of Continuous Customer Success can be utilized. If the offer includes a restriction on the service period, this restriction applies to the specified timeframe. The service period mandatorily includes the onboarding period as well as the project period.
- 1.1 Onboarding Period: The onboarding period is defined as the timeframe between the service start date and the beginning of the first productive data extraction or data processing. If the onboarding period is intended to start before contract signing, the service start date will be adjusted at contract signing to the actual service start date. The actual pre-contractual service start date begins as soon as at least one of the following services is utilized: stakeholder onboarding, technical setup support, or confidentiality and DPA. These services must go beyond self-service. The project period remains constant, so the service end date will also be adjusted (Adjusted End Date).
- 1.2 Project Period: The project period is defined as the timeframe between the beginning of the first productive data extraction and project completion.
- 1.3 Project Completion: Project completion is the last day of the month in which the closing meeting with zapliance and at least the customer’s central project contact person takes place.
- 1.4 Closing Meeting: The closing meeting is the final meeting of the customer project. In addition to a retrospective and a preview, all outstanding liabilities are clarified finally in the closing meeting at the latest, so that any necessary final invoice can still be issued within the service period.
- 1.5 The service end date corresponds at least to the project completion, i.e., the project completion occurs temporally before the service end date. A postponement of the project completion extends the agreed service period by a chargeable (Additional Period) timeframe until project completion.
- 1.6 Remuneration for an Additional Period: The remuneration for an additional period describes the fixed cost rate per started month for the extension of Customer Success services between the earlier contractually agreed end date or an adjusted end date and the actual date of project completion.
The service hours regulate the daily period in which the customer can use Customer Success services. If the acquired Customer Success Plan or the offer includes a limitation on service hours, this restriction applies for the specified time. Saturdays, Sundays, and public holidays at the company’s headquarters are excluded from service hours.
If the customer wishes to utilize Customer Success Services outside of service hours, these will be billed separately according to the conditions of the additional Customer Success services.
If the acquired Customer Success Plan or offer includes a language limitation, this restriction applies to all Customer Success Services. Should the customer wish to use additional languages, these will be billed separately according to the conditions of the additional Customer Success services.
The response time refers to the period between reporting an issue or request by the customer and the first feedback from Customer Success to begin addressing the concern. The response time only applies to the agreed communication channels and is only valid within the defined service hours and period. If the acquired Customer Success Plan or the offer includes a response time restriction, this constraint serves as a guideline for all Customer Success services.
If the acquired Customer Success Plan or the offer includes a personal Customer Success Specialist, you will receive your dedicated Customer Success Specialist member, available during the agreed service period and within service hours as a central contact person. We strive to have the same Customer Success Specialist available to you throughout the entire service period. We reserve the right to replace the Customer Success Specialist at our discretion.
The communication channels define the optional Customer Success contact options for the customer. If the acquired Customer Success Plan or offer includes one of the following communication channel restrictions, this limitation applies to all Customer Success services:
AI support means that online meetings and workshops are automatically transcribed and summarized by our AI assistant. The data is processed by a service provider on servers in Europe. If the acquired Customer Success Plan or offer includes one of the following AI support restrictions, this limitation applies to all Customer Success services:
Our software is continuously being developed. During the service period, all product updates and product upgrades are provided. The installation of updates is not included. Installing updates is fundamentally the responsibility of the customer. Upon request, zapliance can perform the installation of updates for an additional fee according to the Customer Success hourly rate. Technical issues related to our updates are covered by our support package and will be addressed at no additional cost.
Self-service means that Customer Success support is provided exclusively in electronic form, e.g., through Knowledge Base articles or E-Mmail. Customer-specific elaboration and responses are not part of self-service.
Technical setup support means that Customer Success assists with the initial installation and updates of zapAnalytics. If the acquired Customer Success Plan or offer includes one of the following restrictions, the following applies:
Stakeholder Onboarding assists with onboarding the necessary stakeholders. This includes SAP administrators, network administrators, IT infrastructure administrators, IT security, ESG, or compliance staff, data protection officers, or works councils. If the acquired Customer Success Plan or offer includes one of the following restrictions, the following applies:
Depending on the customer-specific service, the necessity of a confidentiality agreement (NDA) or a data processing agreement (DPA) may arise. If the acquired Customer Success Plan or offer includes one of the following restrictions, the following applies:
Depending on the customer-specific service, it may be necessary that zapliance team members gain access to customer systems. If the acquired Customer Success Plan or offer includes one of the following restrictions, the following applies:
Depending on the customer-specific service, it may be necessary to carry out the onboarding under time constraints. If the acquired Customer Success Plan or offer includes a time constraint, this constraint applies as the minimum onboarding period within the service period. Should the customer have the requirement to complete the onboarding in a shorter time with the help of Customer Success, zapliance charges 4 zapliance Customer Success hourly rates for each planned week by which the minimum onboarding period is accelerated.
The kickoff meeting takes place after the conclusion of the contract and at the beginning of the onboarding period. The aim of the kick-off meeting is to coordinate the project process including status meetings, the project details including the analysis scope, as well as roles and responsibilities in the project. Customer Success prepares a summary and provides this summary to all participants. If the acquired Customer Success Plan or the offer includes a restriction for the number or duration of the kick-off meeting, this restriction applies. Additional kick-off meetings are billed at double the Customer Success hourly rate per meeting.
Status meetings serve regular coordination during the project course. They provide an overview of the current progress, clarify open points, and identify potential challenges. Furthermore, the next steps are defined to ensure a smooth process. If the acquired Customer Success Plan or offer includes a restriction for the number or duration of status meetings, this restriction applies as the maximum frequency or length of the meeting. Additional status meetings are billed at the simple Customer Success hourly rate per meeting.
The zapAnalytics training empowers zapAnalytics users to independently use the features required for the acquired use case with zapAnalytics and PowerBI Desktop. If the acquired Customer Success Plan or offer includes one of the following restrictions, the following applies:
The following hourly rates apply per commenced hour:
Customer Success: €150,-.
zapliance Professional: €250,-.
zapliance Manager: €350,-.
zapliance Partner: €500,-.
The General Terms and Conditions (GTC) of zapliance in their currently valid version apply.
| Continuous Customer Success Plan | Basic | Business | Enterprise | |
| General | Service Hours [2] | Monday to Friday from 9AM – 5 PM | ||
| Language [3] | German and English | |||
| Response Time [4] | 48 hours | 24 hours | 8 hours | |
| Personal Customer Success Specialist [5] | No | Inclusive | Inclusive | |
| Communication Channels [6] | Online-Meeting | Phone and Chat | ||
| AI-Support [7] | Inclusive | Inclusive | Customized | |
| Updates [8] | Inclusive | Inclusive | Inclusive | |
| Onboarding | Kick-Off-Meeting [16] | 50-min-Meeting | 50-min-Meeting | Customized |
| Stakeholder Onboarding [12] | Self-Service | 2x 20-min-Meetings | Customized | |
| Confidentiality and DPA [13] | zapliance Standard | zapliance Standard | Customized | |
| Technical Setup Support [11] | Self-Service | Standard-Setup | Customized | |
| zapliance Access to Customer Systems [14] | Additional | Additional | Customized | |
| Fast-Track-Onboarding [15] | 3 months | 3 months | 2 months | |
| Productive | zapAnalytics Training [18] | Self-Service | Standard-Setup | Customized |
| Status-Meeting [17] | Additional | Monthly 20-min-Meeting | Customized | |
| Content-Bundle-Updates [9] | Additional | 1 | 2 | |
| Closing-Meeting [1.6] | 20-min-Meeting | 20-min-Meeting | Customized | |
The service period defines the timeframe during which services of Continuous Customer Success can be utilized. If the offer includes a restriction on the service period, this restriction applies to the specified timeframe. The service period mandatorily includes the onboarding period as well as the productive period.
- 1.1 Service Duration: Continuous Customer Success is a subscription with a defined service duration. If the offer includes a limitation on the service period, this limitation shall apply to the specified period and automatically renew for an additional service period (performance period).
- 1.2 Minimum Term: If the offer includes a minimum term, this restriction defines the earliest possible end of the subscription. The minimum term will automatically extend until the project completion is reached.
- 1.3 Onboarding Period: The onboarding period is defined as the time between the service start date and the commencement of the first productive data extraction or data processing. If the onboarding period is to begin prior to the contract signing, the service start date is adjusted at the time of contract signing to reflect the actual service start date. The actual precontractual service start date begins as soon as at least one of the following services is utilized: stakeholder onboarding, technical setup support, or confidentiality and DPA. These services must go beyond self-service.
- 1.4 Productive Period: The productive period is defined as the time between the commencement of the first productive data extraction and the project completion.
- 1.5 Project Completion: Project completion is the last day of the month in which the closing meeting between zapliance and at least the customer’s central project contact takes place. Project completion necessarily includes the termination of all zapliance products.
- 1.6 Closing Meeting: The closing meeting is the final meeting for the customer’s project. In addition to a retrospective and a preview, all outstanding liabilities will be resolved definitively by the closing meeting at the latest, ensuring that any necessary final invoice can be issued within the service period.
The service hours regulate the daily period in which the customer can use Continuous Customer Success services. If the acquired Continuous Customer Success Plan or the offer includes a limitation on service hours, this restriction applies for the specified time. Saturdays, Sundays, and public holidays at the company’s headquarters are excluded from service hours.
If the customer wishes to utilize Continuous Customer Success Services outside of service hours, these will be billed separately according to the conditions of the additional Customer Success services.
If the acquired Continuous Customer Success Plan or offer includes a language limitation, this restriction applies to all Continuous Customer Success Services. Should the customer wish to use additional languages, these will be billed separately according to the conditions of the additional Customer Success services.
The response time refers to the period between reporting an issue or request by the customer and the first feedback from Customer Success to begin addressing the concern. The response time only applies to the agreed communication channels and is only valid within the defined service hours and period. If the acquired Continuous Customer Success Plan or the offer includes a response time restriction, this constraint serves as a guideline for all Customer Success services.
If the acquired Continuous Customer Success Plan or the offer includes a personal Customer Success Specialist, you will receive your dedicated Customer Success Specialist member, available during the agreed service period and within service hours as a central contact person. We strive to have the same Customer Success Specialist available to you throughout the entire service period. We reserve the right to replace the Customer Success Specialist at our discretion.
The communication channels define the optional Customer Success contact options for the customer. If the acquired Continuous Customer Success Plan or offer includes one of the following communication channel restrictions, this limitation applies to all Customer Success services:
AI support means that online meetings and workshops are automatically transcribed and summarized by our AI assistant. The data is processed by a service provider on servers in Europe. If the acquired Continuous Customer Success Plan or offer includes one of the following AI support restrictions, this limitation applies to all Customer Success services:
Our software is continuously being developed. During the service period, all product updates and product upgrades are provided. The installation of updates is not included. Installing updates is fundamentally the responsibility of the customer. Upon request, zapliance can perform the installation of updates for an additional fee according to the Customer Success hourly rate. Technical issues related to our updates are covered by our support package and will be addressed at no additional cost.
Continuous Customer Success is intended to ensure that the professional content of zapliance solutions can be flexibly adapted to the customer’s needs. The adaptation is carried out via content bundle updates, which zapliance makes available to the customer for upload.
If the purchased Continuous Customer Success plan or offer includes a limitation on content bundle updates, this limitation applies per service duration. Should the customer require additional content bundle updates, these will be charged based on effort at the Customer Success hourly rate.
Self-service means that Customer Success support is provided exclusively in electronic form, e.g., through Knowledge Base articles or E-Mail. Customer-specific elaboration and responses are not part of self-service.
Technical setup support means that Customer Success assists with the initial installation and updates of zapAnalytics. If the acquired Continuous Customer Success Plan or offer includes one of the following restrictions, the following applies:
Stakeholder Onboarding assists with onboarding the necessary stakeholders. This includes SAP administrators, network administrators, IT infrastructure administrators, IT security, ESG, or compliance staff, data protection officers, or works councils. If the acquired Continuous Customer Success Plan or offer includes one of the following restrictions, the following applies:
Depending on the customer-specific service, the necessity of a confidentiality agreement (NDA) or a data processing agreement (DPA) may arise. If the acquired Continuous Customer Success Plan or offer includes one of the following restrictions, the following applies:
Depending on the customer-specific service, it may be necessary that zapliance team members gain access to customer systems. If the acquired Continuous Customer Success Plan or offer includes one of the following restrictions, the following applies:
Depending on the customer-specific service, it may be necessary to carry out the onboarding under time constraints. If the acquired Continuous Customer Success Plan or offer includes a time constraint, this constraint applies as the minimum onboarding period within the service period. Should the customer have the requirement to complete the onboarding in a shorter time with the help of Customer Success, zapliance charges 4 zapliance Customer Success hourly rates for each planned week by which the minimum onboarding period is accelerated.
The kickoff meeting takes place after the conclusion of the contract and at the beginning of the onboarding period. The aim of the kick-off meeting is to coordinate the project process including status meetings, the project details including the analysis scope, as well as roles and responsibilities in the project. Customer Success prepares a summary and provides this summary to all participants. If the acquired Continuous Customer Success Plan or the offer includes a restriction for the number or duration of the kick-off meeting, this restriction applies. Additional kick-off meetings are billed at double the Customer Success hourly rate per meeting.
Status meetings serve regular coordination during the project course. They provide an overview of the current progress, clarify open points, and identify potential challenges. Furthermore, the next steps are defined to ensure a smooth process. If the acquired Continuous Customer Success Plan or offer includes a restriction for the number or duration of status meetings, this restriction applies as the maximum frequency or length of the meeting. Additional status meetings are billed at the simple Customer Success hourly rate per meeting.
The zapAnalytics training empowers zapAnalytics users to independently use the features required for the acquired use case with zapAnalytics and PowerBI Desktop. If the acquired Continuous Customer Success Plan or offer includes one of the following restrictions, the following applies:
The following hourly rates apply per commenced hour:
Customer Success: €150,-.
zapliance Professional: €250,-.
zapliance Manager: €350,-.
zapliance Partner: €500,-.
Effective from March 10, 2025
zapliance conducts workshops in collaboration with the customer to convey the professional foundations and methods of the solutions based on the customer-specific data analysis results.
The prerequisites for conducting a workshop are:
zapliance is entitled to subcontract the service after prior notification to the customer.
The delivery of the workshop service is specified based on the following parameters in the offer:
The scope of service defines the number and duration of the sessions. zapliance reserves the right to change the date or time of the workshop at any time before the start of the workshop. If the purchased Customer Success Plan or the offer contains limitations on the number or duration of the workshop sessions, these limitations apply. Additional workshop appointments will be billed separately. The basis for this is the average price per appointment stated in the offer.
The workshops are conducted remotely by default in Microsoft Teams. The duration and numbers of workshops depends on the specific product. If an on-site workshop is requested, any travel expenses incurred will be fully covered by the customer. zapliance GTC apply.
If the offer provides a limitation on the company codes, this limitation applies to the specified number of company codes.
If the offer provides a limitation on fiscal years, this limitation applies to the specified fiscal years in SAP.
The service period regulates the timeframe during which workshop services can be utilized. If the offer includes a limitation on the service period, this limitation applies to the specified period. The service period of the workshops is an integral part of the service period of the Customer Success.
The General Terms and Conditions (GTC) of zapliance in their currently valid version apply.
valid as of May 23, 2022
The zapAudit web application uses more than 150 audit indicators to analyze SAP data for profitability, accounting compliance, access protection, and process standardization. It automates data collection and data processing, taking into account methods of econometrics, statistics, and process mining. The analysis includes the reconstruction and evaluation of all business processes such as purchasing, sales, asset accounting, financial accounting, access authorizations, including separation of duties (SoD)) conflicts, superuser, and much more. All results are available via the interactive front-end in the browser for analysis by any number of users (zapAudit report) or can be exported as Excel (exports zapAudit report data). It is possible to evaluate and acknowledge the results directly in the software (Professional Judgement).
The Response Key to be purchased are specified in the offer according to the following parameters:
Performance Period: the performance period for the use of the software starts with your acceptance of the offer (the purchase of the digital product) and ends after the term formulated in the offer. During this period, zapAudit Response Keys can be used to activate zapAudit projects.
SAP clients: If the quotation specifies a limitation of clients, this limitation applies to the specified number of clients within an SAP system.
SAP company codes: If the offer includes a limitation of company codes, this limitation applies to the specified number of company codes within an SAP client.
Fiscal years: If the offer provides for a limitation of fiscal years, this limitation applies to the named fiscal years in SAP.
Number of users: unlimited.
Number of zapAudit projects: unlimited.
For the analysis, all required data is copied from SAP and stored locally in the installation path. The SAP data does not leave the company.
zapliance GmbH has no access to the zapAudit installation or the data of the zapAudit projects.
General requirements for the use of zapAudit
Additional requirements for the data migration phase
Prerequisites for the data processing phase
The Customer shall ensure the logical and physical security of the IT infrastructure on which the Digital Products, the data generated by the Digital Products and/or zapAudit are operated, or to which the Digital Products, the data generated by the Digital Products and/or zapAudit are transported or transferred. In addition, the client guarantees the interface security between the SAP systems, zapAudit as well as the web browser that is accessed. Subject to the provision in section 7 of the GTC, zapliance GmbH is not liable for damages due to lack of access protection, lack of security, lack of archiving, and lack of encryption of the client’s data
valid as of November 20, 2022
The web application zapCash detects multiple recorded liabilities within an SAP client by artificial intelligence (hereafter “AI”). In this way, double payments within a group can be analyzed, found and reclaimed even across company boundaries. With the help of zapCash, the user checks whether a double-entry liability exists and evaluates the results of the check directly in the software (hereinafter “Professional Judgement”). The AI patterns and Professional Judgements are then transmitted to zapliance without the SAP data. The AI algorithms then estimate the likelihood of two liabilities being double-entered liabilities. This result is sent to the user for import and therefore continuously ensures optimal prioritization of potential duplicate payments.
The Response Key vouchers to be purchased are specified in the offer according to the following parameters:
Performance Period: The performance period for using the software starts with your acceptance of the offer (the purchase of the digital product) and ends after the term formulated in the offer. During this period, zapCash projects can be activated.
SAP clients: If the offer specifies a limitation of clients, this limitation applies to the specified number of clients within an SAP system.
SAP company codes: If the offer includes a limitation of company codes, this limitation is valid for the mentioned number of company codes within one SAP client.
Fiscal years: If the offer provides for a limitation of fiscal years, this limitation applies to the named fiscal years in SAP.
Number of users: unlimited.
Number of zapCash projects: unlimited.
zapliance has no access to the zapCash installation or the data of the zapCash projects.
In order to obtain better results and fewer so-called false positives, the AI also analyzes text fields and business partner details, among other things. The analysis, which is run locally on the customer’s computer, is performed without pseudonymization of data fields that could contain personal data. zapliance has no access to the customer’s computer.
General requirements for the use of zapCash
Additional requirements for the data migration phase
Prerequisites for the data processing phase
The client ensures the logical and physical security of the IT infrastructure on which the digital products, the data generated by the digital products and/or zapCash are operated, or to which the digital products, the data generated by the digital products and/or zapCash are transported or transferred. In addition, the client guarantees the interface security between the SAP systems, zapCash as well as the web browser that is accessed. Subject to the provision in section 7 of the GTC, zapliance GmbH is not liable for damages due to lack of access protection, lack of security, lack of archiving, and lack of encryption of the client’s data.
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