Once an ERP is live, the real journey begins. SoftIQ provides tiered SLA support plans that give your users a single number to call, your IT team peace of mind, and your business a roadmap of continuous improvement — covering issue resolution, system monitoring, security patches, version upgrades and enhancement requests.
Email, phone and portal-based ticketing with defined response and resolution SLAs.
User access reviews, security hardening and verified backup/restore drills.
Server health, database performance, integration and backup monitoring.
Quarterly reviews, optimisation recommendations and a backlog of enhancements.
Scheduled application of vendor patches and managed upgrades to new versions.
Bronze, Silver and Gold plans with hours, response times and on-site visits tailored to you.
Critical incidents: 1 hour response, 4 hour target resolution. High: 2 hours / 8 hours. Medium/Low: next business day. Bespoke SLAs are available.
Yes — we routinely take over support for Microsoft Dynamics 365 BC, Odoo, HansaWorld and Fusion installations originally delivered by other partners, after a short handover audit.
Most issues are resolved remotely via secure VPN. On-site visits are included in our Silver and Gold plans and available on demand under Bronze.
Covered: incidents, how-to questions, configuration changes, patches, monitoring and minor enhancements. Out of scope: large new projects, which are quoted separately.