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Maintenance

Once you start using the system we have already set up, it is logical that questions arise during its use. Any questions can be asked in the support system (ticket system), phone, Skype, Viber, Whatsapp.

ERP.Agency EOOD offers support for the information solutions we have already implemented. For this purpose, it is necessary to have a signed contract for remote or on-site maintenance. For the purpose of consistent information, we recommend centralizing the information. In other words – any request from a client to go through an authorized employee. In this way, the employee acts as the first level of support and other users can turn to him initially.

Maintenance from ERP Agency
If the employee is unable to provide the necessary assistance, contact us. How to make an inquiry – through a pre-agreed communication channel. When signing the maintenance contract, we register with us the names, telephone numbers and e-mail addresses of the employees from whom we can expect inquiries. We also specify which communication channels will be used for inquiries. Inquiries from unauthorized employees (without registered telephone and e-mail) or through an unspecified communication channel are not answered. You can expect answers during our working hours – 09:00 – 18:00. In case of need you will receive assistance and overtime, but the price will be increased by 50% (fifty percent). After answering the inquiry, the client receives a completion protocol. The minutes may assess the assistance provided and make recommendations for further inquiries.

The prices under the support contract depend on the system used and depend on the number and price of the purchased licenses. ERP. Agency Ltd encourages pre-purchase of hours, because in this way customers can enjoy significant discounts. No discounts are available without prior purchase.

By the 3rd of the month after the end of the month, each client receives a detailed specification of the questions asked and their answers. The cheapest option is through the support system (ticket system), but this channel is also the slowest.