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Support & Managed Services
Support that keeps your operating day moving
Support & Managed Services gives HYP ERP customers 24-hour support with a defined route for functional questions, technical issues, maintenance, integration and development follow-up, and new requirements under their support agreement. Every issue gets a business context, an owner and a follow-up.
What HYP ERP support and maintenance cover
Functional support
Guidance on implemented modules, processes and operational questions, under your support arrangement.
Technical issue coordination
Report technical issues affecting HYP ERP functions and follow them through investigation, correction and escalation in proportion to business impact.
Maintenance and additional requirements
Plan maintenance activity around business needs and raise new requirements with the HYP ERP team; enhancements beyond support are scoped in a separate statement of work.
Integration and development follow-up
Coordinate agreed updates and software integration work through the appropriate project or service scope.
How an HYP ERP support request is handled
Log
Describe the module, affected transaction, steps to reproduce, urgency and business impact.
Triage
Set priority, ownership and the functional or technical area.
Fix or advise
Investigate, correct or advise within the supported scope.
Improve
Review repeat issues and consider training or approved process changes.
What end users, key users and operations leaders gain
For end users
A clear way to report problems with the document, screen and business context attached, which makes diagnosis faster.
For key users and IT
First-line analysis, troubleshooting and an agreed escalation route, with infrastructure dependencies coordinated rather than handled ad hoc.
For operations leadership
A clear link between incident priority, service coverage and operational exposure, with service responsibilities written down instead of assumed.
From the blog
Guides for key users
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Support & Managed Services FAQs
Does HYP ERP provide ongoing support after go-live?
Yes. HYP ERP provides maintenance and support services for its customers, covering functional guidance, technical issue coordination, maintenance and additional requirements under each customer's support arrangement. The Dubai-based HYP ERP team works with customers across MENA and with partners across the Gulf, Egypt and Syria.
What are HYP ERP support hours and response times?
HYP ERP support is available 24 hours. Support channels, priorities and response times are set in each customer's service agreement, so coverage reflects the business processes you run on the system.
Is managed cloud hosting included with HYP ERP support?
It depends on your contract. Hosting and infrastructure management responsibilities for HYP ERP are defined in each customer agreement, so our team confirms which hosting services apply to your deployment.
Are enhancements covered by HYP ERP support?
Not always. HYP ERP support handles issues within the supported scope; enhancements and new requirements identified through support are delivered, where needed, under a separate statement of work.
Set up a support arrangement that fits how you operate
Talk to our team about the support coverage, channels and responsibilities your HYP ERP operations need.