A support desk that answers, on contract.
Systems earn their keep long after go-live — if someone keeps them healthy. Our Gaborone support desk runs on contractual SLAs with penalty-backed response times, staffed by consultants who already know your environment because they built it.
- Contractual response times — with penalties if we miss them
- One accountable desk across ERP, payroll and cloud
- Quarterly reporting on every call, response and resolution
- A 24/7 tier for systems that cannot wait for morning
SLA-backed support
Response times as fast as two hours for major incidents on the fastest tier, penalty-backed in the contract — accountability in writing, not in a slogan.
Product-routed helpdesk
Requests logged online or by phone route to the right specialists — ERP, payroll, cloud — with critical incidents phone-first.
Remote & on-site
AnyDesk remote sessions for speed; consultants on your site when the issue calls for it — across Botswana.
Proactive care
Patching, monitoring, backup verification and periodic health checks — so most incidents are prevented rather than resolved.
What does SLA-backed IT support cost?
Support is priced per user, per device or per tier, and the honest drivers are coverage hours (business hours versus 24/7), security depth, whether backup is included, and on-site expectations. When you compare providers, compare the contract terms: response times by severity, what is out of scope, and whether the SLA carries penalties. Ours does — in writing.
What is actually included in your SLA?
Contractual response times by severity — as fast as two hours for major incidents on the fastest tier, with a 24/7 option — plus proactive patching, monitoring and backup verification, remote and on-site support across Botswana, and quarterly reporting on every call, response and resolution.
Should we hire in-house IT or outsource support?
One in-house person gives you familiarity and a single point of failure: leave, illness or resignation takes your whole IT capability with it. A support contract gives you a team of specialists across ERP, payroll and cloud for less than most single salaries. Many of our clients run a hybrid — a small internal presence with our desk behind it.
What is the difference between break-fix and managed support?
Break-fix means you pay per incident after something has already failed. Managed support is a fixed monthly contract where patching, monitoring and backup verification happen continuously — so most incidents are prevented rather than repaired, and the ones that do occur hit a team that already knows your environment.
Platforms: Acumatica · Sage 300 ERP · Sage 300 People · PaySpace · Replic8 Cloud