Hotline & remote access
Call trained Helpdesk staff on weekdays, 10:00 AM to 5:00 PM. Overseas customers are supported via Skype and Zoom. Remote access is via TeamViewer.
Scope of Support
The FACT Helpdesk Team is committed to provide technical support to all valued users of FACT ERP.NG who have signed up for the annual Subscription Plan. You must be on the latest version of FACT ERP.NG to avail support.
HOW TO GET SUPPORT
Phone, email, and the knowledge bank.
The dedicated FACT Helpdesk staff will help you troubleshoot and respond to your questions.
Email support
Write to your local Helpdesk Centre with your FACT ERP.NG licence serial number and registered company name. We endeavour to respond within one business day.
24/7 web support
The FACT ERP.NG Knowledge Bank holds Advisories, articles (FAQs), and white papers. Access lasts for the life of your Subscription Plan, with a username and password issued by FACT.
UPGRADES
New versions of FACT ERP.NG
- You are entitled to all new versions released up to expiry of your Subscription Plan.
- At the present time, we are releasing 600+ enhancements each year.
- Such upgrades protect you from obsolescence.
- New versions may require you to upgrade your servers, client computers, and operating systems.
INCLUDED
What free Helpdesk support covers
- Troubleshooting of errors encountered in FACT ERP.NG, for example
- Error box encountered
- Trial Balance does not match
- Free Helpdesk support does not include
- Training on functionalities and features in FACT ERP.NG
- Implementation of existing and new features in FACT ERP.NG
PAID MAN-DAYS
Paid training, support, and consultancy
Available at half or full man-day basis on weekdays. Additional terms apply for travel outside municipal limits of Helpdesk Centres. Before seeking support, you agree to update to the latest version via WebUpdate.
- Functionalities and features
- Complete product training
- Modular training (based on your selection and priority)
- Consultation on designing transaction documents using FACT ERP.NG’s inbuilt Document Designer
- Generation and export of reports from FACT ERP.NG
- Assisting in the year-ending process in FACT ERP.NG
- Importing data (masters and transactions) from FACT ERP.NG Excel templates, and setting up Ichiban Payroll Guru
- Upgrade to the latest version via FACT’s inbuilt WebUpdate feature
- API integration consultation between FACT ERP.NG and external systems
- Banks (payment, bank statement download)
- Warehouse management systems
- Front-end systems such as clinic management, billing systems, and freight management systems
- E-commerce sites
- Export of data from FACT ERP.NG for upload to other systems
- System study / Request for Proposal (RFP) creation for
- Enhancements
- Customisations
- Installation and troubleshooting
- Setup and installation on supported networks or PCs
- Troubleshooting printing issues for reports and transactions from FACT ERP.NG
- Issues which involve third-party products, including but not limited to printers and network components
- If it is necessary to involve support services from other vendors to jointly troubleshoot the issue, you agree to requisition those vendors at your expense
- Assistance on product activation keys — you are advised to sign up for the Comprehensive License Key Program if you have not already.
SUBSCRIPTION PLAN
What the Subscription Plan covers
- All new versions of FACT ERP.NG released within the Subscription Plan period.
- Changes and updates to statutory features or functionalities already existing in FACT ERP.NG at the time of sale.
- Bug fixes — exclusion clause
- Limited to bugs and issues reported to us and simulated (with supporting data backup and required details) up to 10 working days prior to the Subscription Plan expiry date.
- Bugs and issues reported less than 10 working days prior to the Subscription Plan expiry date will not qualify for support under this Scope of Support.
- Comprehensive License Key Plan — exclusion clause
- The Comprehensive License Key Plan shall terminate ten (10) days prior to the expiration date of the applicable Subscription Plan.
- Illustration: if the Subscription Plan expiry date is 31 December 2027, the Comprehensive License Key Plan shall terminate on 22 December 2027.
- The Comprehensive License Key Plan shall be automatically renewed only upon valid renewal of the Subscription Plan on or before the Subscription Plan expiry date.
- If the Subscription Plan is not renewed prior to its expiry, the Comprehensive License Key Plan shall lapse without further notice or liability.
NOT INCLUDED
What is not included in the Subscription Plan
- Development or release of any new statutory requirements introduced by the local authorities.
- The following services are not covered — purchase Paid Man-Days for
- Installation
- Training and implementation on features and functionalities of FACT ERP.NG
- Troubleshooting printer setup issues
- Enhancement requests
- Receiving enhancement requests does not constitute any commitment to do those enhancements.
- If you wish to fast-track enhancements, you may seek a commercial quote from your nearest FACT Helpdesk Centre.
- Customisation requests
- Customisations are chargeable, subject to technical feasibility.
- At our sole discretion, we will give a commercial quote for customisation requests.
- If you do not have a detailed technical Request for Proposal (RFP), we will quote for consultancy to help you prepare one.
- Data backup and data recovery
- You are responsible for taking your own data backup and ensuring that the data backup is reliable.
- Data recovery is not within the Scope of Support.
- At our sole discretion, we may offer data recovery on a case-by-case basis. This is a chargeable, best-effort service.
- User-designed reports and document designs
- Custom reports and document designs created by the user do not qualify for Helpdesk support.
- Custom reports and document designs delivered by the FACT team and covered under an active Subscription Plan automatically qualify for Helpdesk support.
- Third-party products — support and services for third-party products including, but not limited to, Microsoft Windows and Microsoft SQL Server.
TERMS
Auto-cancellation, supported versions, and where you are served
- What triggers auto-cancellation of the Subscription Plan
- Any unauthorised modifications to FACT ERP.NG
- Reverse engineering done to FACT ERP.NG
- Supported versions
- FACT Helpdesk will provide support (whether free or paid) only on the most recent version of FACT ERP.NG.
- You are responsible for taking your own data backup and ensuring that the data backup is reliable.
- You will be served from the Helpdesk Centre of the location from where you bought FACT ERP.NG.
Need the hardware and software baseline?
System requirements cover the server, client, network, and UPS specifications for running FACT ERP.NG.
Download system requirementsLicense agreements
FACT ERP.NG is licensed under the End User License Agreement. The Comprehensive License Key Program covers replacement of lost, damaged, or stolen license keys while your Subscription Plan is active.