What should support include?

Incident resolution, functional support, patching and a defined change pipeline, with hours and escalation written down. Ambiguity here causes most support disputes.

How do we stop recurring incidents?

Problem management: analyse root cause for repeat incidents and fix the configuration, data or process behind them rather than resolving each occurrence.

How does a erp support & maintenance engagement start?

With a short discovery conversation and a written view of scope, risk and the decisions to be made. That view is useful to you whether or not the work continues.

How is a erp support & maintenance engagement priced?

Scope and, where relevant, rules of engagement are agreed in writing before any work begins, and the engagement is a fixed fee for that scope or phased with a cost envelope per phase — so you know the cost and the boundaries up front. Larger pieces of work are broken into phases with findings delivered early rather than a single invoice at the end.

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ERP Support & Maintenance

We support ERP after go-live with the discipline to separate incidents from problems, resolving the immediate issue while analysing and removing the root cause behind repeat occurrences. Functional and configuration support covers reports, interfaces and user questions, so the system keeps serving the business rather than drifting. Upgrades and patches are planned and tested with regression coverage, so they are absorbed rather than indefinitely deferred for fear of breakage. Enhancements move through a governed, prioritised pipeline, and service performance is reported, so support is accountable rather than a black hole for requests.

In short

ERP support and maintenance keeps the system running and improving after go-live, under defined service levels. Good support is distinguished by falling incident volume: recurring issues are fixed at the cause rather than resolved, politely, for the tenth time.

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What we do

The work inside erp support & maintenance.

Incident and problem management

We resolve incidents to agreed service levels and, for anything recurring, analyse the root cause and remove it. Treating repeat incidents as problems to be fixed, not tickets to be closed, is what brings the overall volume down over time.

Functional and configuration support

We support configuration, reports, interfaces and the day-to-day user questions that otherwise accumulate into workarounds. Keeping this current stops the gradual drift that leaves people quietly abandoning the system for spreadsheets.

Upgrade and patch management

We plan and test upgrades and patches with regression coverage, so they are applied with confidence rather than deferred out of fear. Maintaining a regression pack is what keeps a supported system supportable instead of frozen on an ageing release.

Enhancement pipeline and reporting

We deliver change through a governed, prioritised pipeline and report service performance against the agreed levels. A visible pipeline and honest reporting turn support from a queue of unanswered requests into something the business can hold to account.

What you receive

Deliverables, in writing.

Documented output your teams keep and can act on without us in the room.

Service definition with levels and escalation
Incident and problem records with root cause analysis
Upgrade and patch plan with test results
Enhancement pipeline and periodic service reporting

When this work helps

You may be facing this.

The same issues recur every month
Change requests queue with no prioritisation
Upgrades are deferred because regression testing is unavailable

How an engagement runs

Discover, assess, design, deliver.

01
Discover
Understand the business drivers, decision rights, existing systems, and what the programme must genuinely change. We separate the outcomes that justify the investment from features that only sound useful, so the programme has a purpose to steer by.
02
Assess
Review process, data, integration, controls, governance, and change readiness against the plan. We report plainly where the plan holds and where it depends on assumptions that need evidence before commitment.
03
Design
Set out target processes, control requirements, data approach, integration model, and adoption plan. Each is documented well enough to build to and to hold a delivery partner accountable against.
04
Deliver
Support configuration, testing, cutover, and stabilisation, with independent oversight throughout. We hold the line on scope, data readiness, and controls, and surface drift while there is still time to correct it.

Where we work

Delhi, India — and wherever the work is.

Fidova provides ERP consulting from Delhi, India, and supports multi-entity and multi-country ERP programmes internationally, including businesses with different statutory and reporting requirements per region.

Engagements run in English, are scheduled around your time zone, and can be delivered remotely end to end, with on-site time planned where a phase genuinely benefits from being in the room.

Related services

Often needed alongside this.

ERP Training & Change Management

ERP training and change management prepares people for new ways of working and sustains adoption after go-live. Adoption, not configuration, is usually what decides whether a system delivers, and it is decided in the weeks after go-live rather than in the project plan.

ERP Consulting & Implementation

ERP consulting and implementation covers selection, process design and delivery of an enterprise system your business can actually operate. It spans the work from first requirement to a stable go-live, keeping the decision grounded in how you operate rather than in what a product can be made to do.

Custom ERP Development

Custom ERP development builds a tailored enterprise system where standard products genuinely cannot support the operating model. It is justified only when a core process is both unusual and central to how you compete, because a bespoke core becomes a long-term ownership commitment.

All erp services

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