Services · Support and maintenance
Not a ticket queue staffed by people reading your configuration for the first time. You get an architect who knows your entity structure, your customisations and why they are the way they are.
The work
Most ERP support is a queue: your issue arrives, is triaged by someone meeting your configuration for the first time, and comes back as a question you answered in the ticket already. The cycle is slow because context is missing, not because anyone is incompetent. Context is exactly what a named architect carries: your entity structure, your custom apps, your naming series and the reasons behind all three.
Support here means that architect, reachable through a shared escalation channel, with a one-hour response when production is affected. It also means the small configuration changes a business always needs (a new approval band, a field on a print format), done by someone who will not break the three workflows that depend on the thing next to it.
What you get
Named up front so the engagement has a definition of done.
One person accountable for your instance, present from implementation or onboarded onto it. Escalations go to the person who already knows, not to a tier that does not.
One hour on critical (production down or month-end blocked), same day on high, two days on routine. Tracked, reported, and reviewed with you quarterly.
A monthly allowance of small changes (fields, workflows, print formats, permissions), applied through staging, each with a note in your change log.
Usage, automation hit-rates, error queues and upgrade planning reviewed together, so the instance keeps matching the business rather than memorialising it.
Pricing
No day rates and no sticker price. The estimate is derived from your situation. Each answer moves it, and anything genuinely unusual is scoped rather than guessed.
Estimated support and maintenance cost
$599
per year
Self-hosted purchases include 1 year of Essential support free with the licence.
Platform plans are priced separately on the pricing page. This estimate covers the support and maintenance itself.
Questions
No. The platform plans stand on their own, and self-serve documentation covers the common ground. What support buys is response time, a name, and changes made by someone who knows your setup. Most customers keep it after the first year, which says more than the feature list.
Anything scoped inside a day: a field, an approval band, a print-format edit, a workflow tweak. Larger work is quoted through custom development at a discounted rate for support customers.
Application-level support, yes: configuration, workflows, upgrades and troubleshooting. Infrastructure support requires managed hosting, because we cannot hold an SLA over hardware we do not operate.
Through a shared channel with your architect directly. If it needs engineering, it goes there with your context attached. You never re-explain your setup to a second tier.
