Support for ERP11 is handled through a variety of channels and can be tailored to the specific needs of a business. Here’s how support is typically managed:
- Tiered Support Plans
- Basic Support:
Often included in standard subscription or license agreements, providing access to basic troubleshooting, software updates, and limited customer service hours. - Premium Support:
Offers more comprehensive services, including faster response times, dedicated account managers, and 24/7 support.
- Basic Support:
- Help Desk and Ticketing System
- ERP11 users can submit support requests through an online help desk or ticketing system. Issues are logged, tracked, and prioritized based on their severity. Response times vary depending on the support plan and issue level (e.g., critical, high, medium, low).
- Phone and Email Support
- Users can reach out to ERP11’s support team via phone or email, often depending on the package or subscription tier. Higher-tier customers may have access to dedicated phone lines for quicker responses.
- Live Chat
- Many ERP11 providers offer live chat support directly through the software or the company’s website, providing immediate help for minor issues or questions.
- Dedicated Account Managers
- Larger businesses or enterprises often receive dedicated account managers who serve as a single point of contact for all support-related matters. They assist with everything from regular system checkups to addressing critical issues.
- Knowledge Base and Self-Service
- ERP11 typically offers a comprehensive knowledge base where users can find guides, FAQs, video tutorials, and documentation to resolve common issues on their own without needing to contact support.
- Onsite Support and Training
- For more complex issues or during the implementation phase, ERP11 providers may send support teams onsite to assist with system setup, troubleshooting, and user training. This is typically an added service that is billed separately.
- Software Updates and Patches
- Support includes regular software updates and patches that are automatically applied (in cloud versions) or provided for manual installation (in on-premises versions) to ensure the system remains secure, compliant, and functional.
- Customization and Development Support
- If businesses need custom features or modules, ERP11 provides specialized support teams or third-party developers who can help with development, integration, and troubleshooting of custom configurations.
- Service Level Agreements (SLAs)
- Support is often governed by a Service Level Agreement (SLA) that outlines expected response and resolution times based on issue severity. For example:
- Critical Issues:Immediate attention with resolution within hours.
- High-Level Issues:Response within a few hours, with resolution within a day or two.
- Medium-Level Issues:Response within 24 hours, resolution within a few days.
- Low-Level Issues:Response within a couple of days, resolution at a lower priority.
- Support is often governed by a Service Level Agreement (SLA) that outlines expected response and resolution times based on issue severity. For example:
- 24/7 Support Availability
- For global businesses or those with critical operations, ERP11 can offer 24/7 support to ensure assistance is available around the clock, especially for cloud-based deployments where uptime is crucial.
- Community Forums
- Some ERP11 solutions provide access to community forums where users can exchange advice, tips, and solutions with peers or engage directly with support staff.
These comprehensive support options ensure that businesses using ERP11 receive timely assistance to resolve issues, maximize system efficiency, and keep operations running smoothly.