Our Service Commitment
Last Updated: December 2025
Operating Hours & Availability
At ERP Suites, we know your business doesn’t stop and neither do we. Our dedicated support team is available 24 hours a day, 7 days a week, 365 days a year to help you keep your critical systems running smoothly.
We combine deep JDE and infrastructure expertise with a responsive help desk so you get the answers you need, exactly when you need them.
How to Reach Our Support Team
Guaranteed Response Times
These are response times (when we first acknowledge and begin working your issue), not full resolution times. Resolution depends on complexity, environment, and third-party dependencies.
Priority 1 – High (System Down / Severe Impact)
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Example: Production system unavailable, severe data issue, major outage
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Response Time: within 1 hour
Priority 2 – Medium (Degraded Performance / Major Function Impacted)
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Example: Key functions impaired, but system still usable
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Response Time: within 4 hours
Priority 3 – Low (Minor Issues / Enhancements /Standard Support Requests)
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Example: Non-urgent incidents, configuration questions, how-to assistance
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Response Time: within 8 hours
What You Can Expect When You Contact Us
Ticket Creation
Your issue is logged via phone, email, or ServiceNow and assigned a unique ticket number.
Troubleshooting
A support engineer acknowledges your ticket within the guaranteed response time and begins troubleshooting.
Communication & Updates
We provide regular updates via your preferred contact method and document all actions in your ticket.
Resolution & Closure
Once resolved, we confirm with you before closing the ticket and offer any preventive recommendations.