Product-routed helpdesk
Requests logged online or by phone route to the right specialists — ERP, payroll, cloud — with critical incidents phone-first.
A generalist helpdesk that logs every request into one undifferentiated queue means an ERP configuration question waits behind a password reset, and a payroll deadline issue waits behind both. We route logged requests, whether they come in online or by phone, to the specialists for the product actually involved: ERP, payroll or cloud infrastructure each has its own queue and its own team, so the person picking up your ticket already knows the system you're asking about instead of starting from zero.
Critical incidents skip the queue logic entirely and go phone-first, because a system-down call needs a human answering immediately, not a ticket working its way up a list. Routine requests are just as valid logged online, where you get a record of what was asked, what was done and when — useful on its own for audit trails, and essential if a request needs to be escalated or handed between specialists partway through.
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.
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