Support that stays with you beyond go-live.

From the first scoping workshop through every plan after go-live, IDU is delivered, supported, and optimised by the same team that built it.

28+ years of FP&A experience
350+ implementations
One team, end-to-end

The team behind the platform

Built on experience. Delivered by specialists.

28+ years of FP&A platform experience. 350+ successful implementations across mining, education, financial services, agriculture, and not-for-profit. Long-tenured consultants — finance and product depth, not surface knowledge.

Every implementation, every support call, every optimisation conversation runs through IDU’s own teams. No resellers in the loop. No third-party support firms picking up the phone after go-live. Knowledge stays where it was built.

How we deliver

A structured approach, scoped to your business.

Every implementation follows the same phased methodology — built to reduce risk, accelerate adoption, and keep the right people involved at the right time.

Pre-go-live

Scoping & alignment.

Workshops with finance and operational leaders. Outcomes: a defined scope, an agreed model design, and a sequencing plan that fits your fiscal calendar.

Pre-go-live

Configuration.

IDU is configured against your chart of accounts, organisational structure, and budgeting methodology. We read directly from your ERP — no rebuild, no bespoke development.

Pre-go-live

Integration & data readiness.

Native ERP connectors are stood up. Historicals are loaded. Validation rules are applied so the model trusts what it sees from day one.

Pre-go-live

Training & enablement.

Super users and administrators learn the platform first. Operational managers learn what they need to do, in language they actually use. Documentation and recordings are retained for new starters.

Go-live

Go-live & stabilisation.

First cycle runs in IDU. The implementation team sits beside you, monitors closely, and resolves anything in flight. Hand-off to business-as-usual happens when it’s earned, not on a fixed date.

Post-go-live

Optimisation, ongoing.

Support shifts from delivery to optimisation. Updates, integration monitoring, and advisory work continue under the same team — your environment evolves with your business, not against it.

Adoption is not left to chance

Training that lands. Knowledge that travels.

Instructor-led
Workshop sessions for administrators and super users — small groups, real scenarios, your own data.
Scenario-based
Training built around your actual workflows. Not a generic platform tour.
Online Academy
Continuous-access training library. New starters onboard themselves; long-tenured users refresh on demand.
AI Help, in-platform
Embedded AI guidance answers context-aware questions inside the screen the user is on. No portal-hopping for the obvious.

How support works

A layered support model that scales with your organisation.

First line

Owned by your team. Day-to-day questions are handled by your nominated administrators and super users — the people closest to the work, with the context to resolve fast.

Second line

IDU Helpdesk. Functional and technical issues route to IDU consultants — the same engineers and analysts who built the platform. Available during business hours, with structured escalation when severity demands it.

Service levels

Response targets you can plan against.

Severity 1CriticalResponse2 hoursResolution12 business hoursFor issues blocking planning, financial close, or business-critical processes.
Severity 2MediumResponse4 hoursResolution40 business hoursFor functional issues with workarounds available.
Severity 3LowResponseNext business dayResolutionAgreed by priorityFor optimisation requests, minor issues, and configuration changes.

Cases are actively monitored with ongoing communication until resolution.

Reliability

Business continuity, by deployment model.

Cloud

Managed continuity, end-to-end.

For IDU Cloud customers: backup and disaster recovery, high-availability environments, proactive monitoring. We carry the operational burden so your team carries the planning one.

Backup & disaster recovery
High availability
Proactive monitoring

On-premise / Private cloud

Partnered continuity.

For organisations that host IDU themselves: we work alongside your IT team or hosting partner on continuity, reliability, and stability. The application layer stays IDU’s responsibility.

Partner-aligned
Joint runbooks
Application-layer assurance

Why this matters

Support that keeps your planning process running.

The conversation about support usually starts with response times and ticket queues. That’s table stakes. The deeper question is whether your platform stops being your platform the day after go-live — handed off to a third-party support firm with no context, no continuity, no accountability.

IDU is built differently. The team that delivers your implementation is the team that supports it. Your context follows you. Your escalation path is short. The platform stays yours.

FAQs about service & support.

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 a severity level, and confirms response and resolution timelines back to you. Severity 1 (critical) responds within 2 hours; Severity 2 within 4 hours; Severity 3 the next business day. Cases are actively monitored with ongoing communication until resolution.
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.