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Ongoing Support

Support and Maintenance

Tiered maintenance plans that keep your system healthy — monitoring, updates, fixes and advisory time, billed monthly, with a person to call when you need one.

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The outcome

A project does not end at go-live

Once your system is live, it becomes the system your business runs on every day. It needs monitoring, regular updates and someone who knows your setup — so small issues are fixed before they cost you time.

Our support and maintenance plans cover the work that keeps open-source editions running well: proactive monitoring, version updates, bug fixes and advisory hours, billed as a predictable monthly fee. No licences, just the human work around your system. The result is a system that stays healthy and a team that stays unblocked.

ITConect engineer providing ongoing support and maintenance

What's included

The essentials that keep your system dependable, on every tier

Monthly check-ins

A regular review of your system's health, with proactive monitoring between calls.

Ticket response

Raise an issue and get a reply within an agreed response time — help is always a message away.

Version updates

We keep your modules current, tested and secure.

Fixes

Bugs identified and resolved before they disrupt your day-to-day operations.

Advisory hours

Time with someone who knows your setup, for questions, tweaks and planning.

Monitoring

We watch for performance and stability issues so you don't have to.

The tiers

Three tiers, one that fits

Choose the level of cover that matches how much your system changes month to month.

Basic

For stable production systems that run reliably and need only occasional adjustments. Steady monitoring, updates and a person to call when something comes up.

Advanced

For active operations with recurring small changes. More advisory time each month for the steady stream of tweaks and requests a busy team generates.

Premium

For critical operations with ongoing development. A close working relationship and the hours to keep building on your system as the business grows.

Not sure which tier you need? Book a call for a plan that fits.

How it fits

Support that fits the bigger picture

Maintenance works best alongside the rest of your stack. If your system needs a stronger foundation, our Infrastructure service covers hosting, backups and security. And if you have not gone live yet, start with our ERP Implementation service — then move straight onto a support plan.

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ITConect team reviewing a support and maintenance plan

FAQ

Frequently asked questions

Every plan covers monitoring, version updates, bug fixes and advisory time, with monthly check-ins and ticket response within an agreed window. Higher tiers add more advisory and development hours. We bill it as a predictable monthly fee — never licences.

Each plan comes with an agreed response time, and urgent issues are prioritised over routine requests. We confirm the exact response targets for your tier when we set up your plan, so you always know what to expect.

Yes. Many clients start on Basic for a stable system and move up to Advanced or Premium as activity grows, or step back down when things settle. You can review your tier at any monthly check-in — the plan should fit the business, not the other way around.

Busy months happen. If a piece of work goes beyond your plan's advisory hours, we flag it before starting and agree how to handle it — either drawing on extra time or scheduling it — so there are no surprises on your invoice.

Often, yes. We start with a short review of your existing open-source ERP setup to understand how it was built and what state it is in, then propose a plan that fits. Inheriting a system someone else implemented is a common reason clients come to us.

Keep your system healthy and your team unblocked

Tell us how your system runs today and we'll recommend the support tier that fits — book a call to get started.

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