Maintenance & Support Services
Reliable ERP Support for Your Business Operations
To ensure your ERP system operates smoothly and efficiently, JIDOKA provides Maintenance & Support Services designed to assist users in handling operational issues, system guidance, troubleshooting, and continuous improvements.
Our support team is committed to delivering responsive and reliable assistance to maintain your business continuity.
Layanan Dukungan ERP untuk Operasional Bisnis Anda
Untuk memastikan sistem ERP berjalan dengan optimal dan mendukung kelancaran operasional perusahaan, JIDOKA menyediakan layanan Maintenance & Support yang dirancang untuk membantu pengguna dalam penanganan kendala sistem, konsultasi penggunaan, troubleshooting, serta pendampingan operasional secara berkelanjutan.
Tim support kami berkomitmen memberikan layanan yang responsif dan terpercaya guna menjaga stabilitas serta kontinuitas proses bisnis perusahaan.
Support Coverage
Support Channel
Service Availability
Support services are available during operational working hours:
Monday – Friday
08:00 AM – 05:00 PM (GMT+7)
For urgent or critical issues outside working hours, handling will be adjusted based on issue priority and support agreement.
Maintenance Period
Maintenance & Support period follows the agreement stated in each project contract or service agreement.
Support services may include:
- Free support period after implementation
- Annual maintenance agreement
- Additional support extension
Support AllocatioN
Maintenance support services are allocated based on the agreed cooperation period:
• 1-Year Agreement: Allocation of 5 tokens (40 Man Hours)
• 6-Month Agreement: Allocation adjusted to 20 Man Hours
The allocated tokens/man hours will be used for support activities, troubleshooting, consultation, and assistance within the agreed service scope.
Exclusions
The following items are not included in regular maintenance support:
- New module development
- Major customization requests
- Third-party integration development
- Infrastructure & hardware issues
- User-side network/environment problems
- Change requests outside agreed scope
Such requests may be handled separately under Change Request (CR) or additional project agreements.
Continuous Improvement
JIDOKA continuously evaluates system performance and client feedback to improve service quality, operational stability, and user experience.
Need Assistance?
For support inquiries, please contact our support team through the official communication channels provided during project handover.