Service & Support.
Onboarding, training, ongoing support, SLAs.
What happens after go-live?
Post-implementation support focuses on stabilisation, user support, resolving early queries, and ensuring adoption. This phase concludes with formal sign-off and transition to ongoing support.
Do you provide ongoing support?
Yes. IDU provides functional and technical support, defined service levels, ongoing system optimisation, and advisory support as requirements evolve.
Who supports us after go-live?
First line support is owned by your nominated administrators and super users — the people closest to the work, with the context to resolve fast. When something needs deeper expertise, your team escalates to the IDU Helpdesk for second line support, staffed by the same consultants and engineers who built the platform.
What happens when we log a support ticket?
The IDU Helpdesk assesses the issue, assigns it a severity level and confirms the response and resolution targets that apply under your support arrangement. Cases are actively monitored, with ongoing communication until they are resolved. The service levels that apply to your organisation depend on severity, region and support tier; your IDU representative can confirm them.
Will we become dependent on IDU for routine changes?
No. IDU’s training and knowledge transfer is structured so your team can manage routine changes independently — new cost centres, revised approval flows, additional reports. Helpdesk support is there when something exceeds your team’s scope, not as a default for day-to-day work.
Do you support system optimisation after implementation?
Yes. Post-go-live, support shifts from delivery to optimisation. IDU consultants provide ongoing advisory as your requirements evolve — new entities, new methodologies, new ERPs, new reporting needs. Your environment changes alongside your business, not against it.