ERP Plans
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Support Process

IQ ERP users can receive support both from SUB IQ Software Solutions’ central support team and from authorized resellers. Since our product has a modular and comprehensive structure, all support processes required for the system to run smoothly are managed professionally.

Regardless of the reseller structure, the SUB IQ brand also provides direct end-user support.

Support Channels

Users can receive support through the following channels:

  • E-mail Support
  • Phone Support
  • Remote Support
  • On-site Support

Support Hours

Support service is not provided 24/7. The following working hours apply:

  • Weekdays: 09:00 – 18:00 - Saturday: 10:00 – 16:00 - Sunday: No support is provided.
  • For critical situations, resellers may offer additional access within the scope of their own SLAs.
  • For pre-planned projects, on-site or remote support can be provided on weekends.

Scope of Support

Within the scope of standard support:

  • Guidance on the use of IQ ERP modules
  • User settings, role definitions and authorization support
  • Configuration and basic installation settings
  • Minor bug fixes
  • Updates and security patches
  • Findings and recommendations regarding performance and system operation
  • Initial assessment of integration issues
  • User documentation and training materials

Out-of-scope topics:

  • Custom development requests
  • New module development or specific custom report development
  • Issues originating from non-ERP systems (hardware, network, third-party software)
  • Out-of-scope work arising from incorrect configurations made by the customer

These items are priced separately under project/quotation scope.

SLAs, Responsibilities and Limits

SLAs applicable to all users and resellers:

  • Critical Issue (System Completely Down): Initial response within 1–4 hours
  • High Priority (Module partially not working): Initial response within 4–8 hours
  • Standard Requests: 1 business day
  • Development / Improvement Requests: Evaluated according to the project plan

User responsibilities:

  • Describing the issue accurately and clearly
  • Providing necessary access for remote connection
  • Sending requested screenshots, logs or outputs to the technical team via e-mail
  • Ensuring that user computers, internet network and hardware meet the minimum requirements

Service limits:

  • Support is not provided for accounts with expired licenses or overdue payments.
  • Issues caused by hardware, operating systems, third-party software or network infrastructure are not covered by support.
  • Special contracts managed by resellers are not handled by SUB IQ central support; they remain under the reseller’s responsibility.