Technical Support & Maintenance
SLA-backed proactive monitoring, system maintenance, version upgrades, and fast resolution.
Technical Support · ServiceWe provide SLA-compliant, ticket-based, proactive technical support so your system runs efficiently without interruption.
Our support services
Ticketing System
Submit and track your requests through a JIRA-based customer portal.
SLA Management
Predictable resolution times backed by defined service levels.
Remote Support
Fast intervention and resolution over a secure remote connection.
Version Upgrades
We keep your system current, secure, and performing well.
System Maintenance
Regular maintenance heads off failures before they happen.
Proactive Monitoring
We proactively monitor system health and catch issues before they escalate.
Our transparent, measurable 4-step process
Request (Ticket)
Submit your request through the portal, email, or phone; a ticket opens immediately.
Prioritization & SLA
We classify by impact and urgency and apply the SLA clock.
Resolution & Verification
Our expert team applies the fix and verifies it together with you.
Reporting & Improvement
Monthly reports give you visibility, and we address root causes.
Your live system is never left unattended
Real life begins once an ERP goes live: period-closes, new users, version upgrades, and questions you didn't see coming. Our support service means a named team that knows your system and processes is with you continuously.
Every request is logged, handled by priority, and its resolution time reported. You never have to ask where things stand — we tell you.
What your support contract covers
Named support team — a fixed team that knows your system and processes.
Request tracking system — every ticket logged, traceable, and reportable.
Remote connection support — a secure connection gets a fix moving within minutes.
Version & patch planning — updates are tested and applied without business disruption.
Periodic health checks — performance, backup, and authorization audits.
Monthly support report — requests, resolution times, and recommendations in one report.
Requests are handled by priority
The system is completely down; work cannot continue.
First response: within 1 business day
A core process is disrupted, with no workaround.
First response: within 1 business day
A process is disrupted, but a workaround exists.
First response: within 1 business day
Questions, minor requests, and improvement suggestions.
First response: within 1 business day
Every request gets a first response within one business day at the latest, during weekday support hours of 09:00-18:00; priority level determines the order requests are handled in and the target resolution time. These times are formally committed in the support contract (SLA); after-hours support needs are planned separately.
Common questions about technical support
01How quickly do you respond to support requests?
Every request gets a first response on weekdays between 09:00 and 18:00, within one business day at the latest. Order is driven by business impact: critical requests where the system is fully down go to the front, and target resolution times are committed in writing in the support agreement (SLA).
02How do we raise requests and where do we follow them?
Requests are opened through a JIRA-based customer portal; anything sent by e-mail or phone is logged there too. Status, history and the resolution note are all visible in the portal, so you never have to call just to ask where things stand.
03Are version upgrades included in support?
Patch and minor version updates and routine system maintenance are in scope; major version upgrades are planned separately because of their scope and testing load. Before an upgrade, your configurations and integrations are verified in a test environment and only then moved to production, so an upgrade does not break existing development.
04Can we get support outside business hours?
Standard support runs on weekdays between 09:00 and 18:00. Out-of-hours needs such as period-end closing, go-live weekends or shift-based production are planned separately and written into the support agreement.
Take the first step toward transformation!
Reach out anytime with questions, or drop by our office. We'd be glad to meet you.