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Frequently Asked Questions (FAQ) about the General Usage of the osapiens Supplier Portal
In this section, we have collected frequently asked questions and the corresponding answers for you.
1) Access and user management
The initial invitation to the Supplier Portal is sent to you by one of your customers. You also have the option of creating additional users for the administration of the portal.
How do I get access to my Supplier Portal?
First, a contact person from your company is invited by one of your customers to use the osapiens Supplier Portal by e-mail. This person completes the registration process. The invited contact person can then access the Supplier Portal and make initial settings.
If the invited contact person is not the right contact person, please inform your customer so that they can update the contact details accordingly.
How can I work with colleagues from my company to process requests in the Supplier Portal?
Processing requests in the Supplier Portal can be carried out by several employees of your company. The following conditions apply:
A user can invite other users to their Supplier Account
The invitation creates several users in the organisation of the Supplier Account
Important: The user must invite the employees himself, otherwise the users are not in the same organisation / Supplier Account
By inviting additional employees to your Supplier Account, requests can be processed together. User-specific permissions can be adjusted via the user management, with the first user receiving all permissions as an administrator.
Further information about the user management can be found here: Supplier Portal - Organisation Profile.
Note
An overview of all created users within a supplier organisation can be found on the ORGANISATION PROFILE page under USER MANAGEMENT. Administrators can assign/restrict rights or add new users here. Please note that deleting users is not possible.
What types of permissions are available?
The account settings in the user profile determine which permissions the user has. Permissions are bundled into roles. A user can be assigned to multiple roles to grant extended permissions.
Examples for user roles:
Questionnaire manager: Can edit and complete questionnaires.
Purchase order manager: Can answer purchase order requests from the customer: Only relevant in the EUDR context.
Plot manager: Can create and manage land plots. Only relevant in the EUDR context.
Which information requests can be shared within the supplier organisation?
The visibility and joint handling of requests within your organisation is regulated differently depending on the request type:
Questionnaires, product information requests, and land plot data requests are shared within the organisation and can be co-edited by authorized users.
For reasons of confidentiality, purchase order data requests can only be answered by the recipient – not by other users in the organisation, even if they have appropriate permissions.
This arrangement ensures that confidential purchase order information is adequately protected while encouraging collaboration for general information requests.
Note
To enable the joint processing of information requests, the administrator of the organisation or Supplier Account must allow data sharing. This functionality can be found in the Supplier Portal on the ORGANISATION PROFILE page on the ORGANISATION PROFILE tab in the GENERAL INFORMATION section.
Are all users of the Supplier Portal always informed about open requests?
No. Your customers can notify you by e-mail for open requests. The e-mail address of the respective contact person stored with a customer is taken into account. Other users can view and process requests - depending on their access permissions - but do not receive a notification by e-mail. If you would like e-mail notifications to be enabled for additional users, please reach out to your customers.
2) Exchange of information
The goal of the osapiens Supplier Portal is to efficiently exchange information between you and your customers. Your Supplier Portal is directly connected to the osapiens HUB of your customers. The timing and content of the data exchanged are determined by both sides.
How is information exchanged?
Your Supplier Portal is directly connected to the osapiens HUB of your customers. The exchange of information is structured on the basis of requests from your customers, which you can answer within the Portal. This gives you the opportunity to prepare the information sufficiently and to determine the time of the answer yourself.
Can the same Supplier Portal be used for multiple customers?
The use of the Supplier Portal is not limited to a single business partner. You can manage requests from multiple customers from the same Supplier Account.
The setup and expansion of access for other customers is always done by an initial invitation by e-mail from your respective customer. Once the invitation has been confirmed, you can respond to requests from different customers through the same access to the Supplier Portal. In this case, the information is transmitted in a customer-specific manner.
Which features of the Supplier Portal are available?
Please note that the different ESG regulations may include specific requests. Depending on the type of request, different menu items can therefore be accessible in the Supplier Portal. The user manual explains ESG-specific menu items. We therefore recommend that you focus on the explanations that are relevant for you.
Can I use the Supplier Portal to manage and convey information on behalf of multiple suppliers?
The Supplier Portal is not designed to represent several different suppliers within a single Supplier Account. In principle, you will receive the various information, but you can only manage one supplier organisation, and thus only one company, in one Supplier Account.
If you need to represent several suppliers and provide information via the Supplier Portal, you must create several supplier organisations / Supplier Accounts. To do this, you need multiple e-mail addresses and supplier organisations. This ensures that you can clearly answer requests for a wide variety of companies. Please note: Since you cannot create a new supplier organisation by yourself, you will need to have a customer invite you to different Supplier Accounts multiple times by sending multiple requests to the different e-mail addresses.
3) Help with the usage
Various communication channels are available for you to use the osapiens Supplier Portal. In order to provide you with the best possible support for your request, please evaluate which of the communication channels is most suitable.
Supplier Portal Help Center / user manual (you are here)
Detailed explanations of the functionalities and processes of the Supplier Portal can be found in the Supplier Portal user manual. In particular, we recommend that you read the step-by-step guide articles for each page in the Supplier Portal, as well as the articles relevant to your specific usage.
Technical support from osapiens
If you have any technical problems using your Supplier Portal, you can contact the osapiens support.
Professional support from your customers
For questions regarding the content of the requests and information of your customers, we ask you to contact your customers directly.
What is the Supplier Portal Help Center / user manual?
The Supplier Portal Help Center should be your first point of interest for guidance on how to use the Supplier Portal. The comprehensive guide contains detailed information about the functions, operation and frequently asked questions.
The user manual is available online, so you can access it at any time to find answers to your questions. You have the option of viewing different categories via the menu, accessing related articles via quick links or using the search function to find relevant articles.
How do I contact the osapiens technical support?
If you have any technical problems using your Supplier Portal, you can contact osapiens support via the following e-mail address: support@osapiens.com.
Please always specify your user and your company, inform osapiens about the technical problem and, if required, attach attachments or screenshots for documentation. Ideally, a short step-by-step description of the steps that you have taken can contribute positively to faster identification.
How do I contact my customers for professional support?
Communication with your customers via the Supplier Portal is only possible on the basis of requests or questionnaires. If you have any questions about the content of your requests or other concerns, please contact your contact person at your customers directly via communication channels outside the Supplier Portal.
4) Passwords and privacy
We use the highest standards to protect your data.
How can I change my password?
The possibility to create a new password for the login is available via the login process. Similar to the password recovery process, you can also request a link to create a new password through this option. To do this, select the option Have you forgotten your password? in the second step of the login and follow the instructions. A link to reset your password and to choose a new password will then be sent to your e-mail address.
What do I do if I have forgotten my access data?
If you have forgotten your password, you have the option of having a new password sent to the e-mail address associated with your user account. To do this, select the option Have you forgotten your password? in the second step of the login and follow the instructions. A link to reset your password and choose a new password will then be sent to your e-mail address.
If you do not receive an e-mail with the link to create a new password or can no longer remember the e-mail address used for the registration, please contact osapiens support by e-mail at support@osapiens.com.
How is my data protected?
osapiens uses a variety of technical and organisational measures to protect your personal data in accordance with the GDPR (Art. 32).
Osapiens is certified according to ISO 27001 and can demonstrate the highest standards in terms of data protection.
The data centers are located in Germany and France (OVH GmbH).
Who has access to the information that I provide?
System administrators of the Supplier Portal can manage the user profiles within their own organisation or Supplier Account. Access security is supported via personalized logins and password policies. Access rights are managed via a role-based authorization system, so that only authorized users have access to specific data.
At osapiens, only authorized employees have access rights, and they only access data in the event of technical problems and on documented instructions. They are subject to confidentiality obligations and they have restricted access rights.
Your customers only have access to the data that you actively share with them, for example in the context of requests or questionnaires.