ERP Maestro Support
Expert guidance, detailed training and responsive technical assistance available at every step of your journey makes all the difference – and is all included in your subscription.SUBMIT A SUPPORT TICKET
How We Help
Setup & Configuration Guidance
Our SAP and audit experts will guide your setup to configure audit-ready, relevant reporting as soon as the same day you sign up.
Full Training & Onboarding
Your team will receive a thorough series of training sessions to ensure you get the most out of your investment in ERP Maestro.
Technical Assistance & Customer Success
After onboarding, help is just a support ticket away with a one-day SLA. Our Customer Success team will also keep in touch proactively.
How to Contact Us
ERP Maestro Support is available Monday through Friday, 9 AM to 5 PM EST, excluding federal US holidays. Severity 1 issues will be addressed as soon as they are reported via phone. For more information on our severity levels and SLAs, please see the More Information section below.
More Support Information
What are the support severity levels?
All Support requests logged with ERP Maestro Support are assigned a severity level from one (1) to four (4) based on the impact to your business. The severity levels are based on the impact to your business and are defined as follows:
Level 1: Critical (unable to access the system, data issues, unrecoverable system error)
Level 2: Significant (Performance issues, recoverable system error)
Level 3: Minimal (error message with work around, minor system issues)
Level 4: Nominal (system usage advice, release notes clarification)
What is the typical response time for support requests?
Support requests are usually answered within the same business day, but may take 1-2 business days depending on severity level.
What is your uptime service level agreement (SLA)?
ERP Maestro selected Microsoft’s Azure® data center platform which includes a SLA of 99.9% uptime guarantee for system access (connectivity, servers, database, etc.). In addition, ERP Maestro’s Operation Center continually monitors the status and availability of our system to preempt many problems.
ERP Maestro reserves a 5 hour weekly scheduled downtime window for maintenance. If no maintenance is required, the system will remain operational and accessible.
How do I request training?
To request training, contact your Customer Success manager or log a support ticket at https://erpmaestro.zendesk.com/hc/en-us/requests/new.
You may also visit the ERP Maestro Community at https://erpmaestro.zendesk.com/hc/en-us/community/topics to access training videos answering a variety of common support questions.