Proactive care
Patching, monitoring, backup verification and periodic health checks — so most incidents are prevented rather than resolved.
Most of what turns into an urgent support call was visible days or weeks earlier, as a missed patch, a backup job quietly failing in the background, or disk space creeping toward a threshold nobody was watching. Proactive care is patching applied on a schedule rather than after an exploit is already public, continuous monitoring of the systems we support, and regular verification that backups are actually completing and restorable rather than just assumed to be fine because no one complained.
Periodic health checks add a step further back: a scheduled look at server performance, security posture and capacity trends that catches the slow-building problem before it becomes the one that takes a system down. None of this eliminates incidents entirely, and we won't claim it does, but it shifts the balance so most of what we deal with is caught and resolved quietly before it reaches you as downtime, rather than after.
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.
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.
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