RockifyERP Knowledge Base
Support and maintenance
12 step-by-step RockifyERP guides on support and maintenance. Choose a guide to get started.
Guides in this section
- Support in RockifyERPThe Support module in RockifyERP logs customer issues, tracks service levels, and manages warranties and maintenance visits.
- Support settingsSupport Settings in RockifyERP control how issues are handled, such as automatic closing after a period of no reply.
- Service level agreementsService level agreements (SLAs) in RockifyERP set how quickly issues must be answered and resolved, by priority.
- Support reportsRockifyERP support reports show issue volumes, response times and trends.
- WarrantiesRockifyERP tracks warranty periods on serialised items from the delivery date.
- Warranty claimsWarranty claims in RockifyERP record a customer's complaint about a product under warranty and track it to resolution.
- Log and resolve a customer issueIssues in RockifyERP keep every customer request in one place, so anyone can pick up where a colleague left off.
- Issue types and prioritiesIssue types and priorities in RockifyERP classify issues so they're routed and reported properly.
- MaintenanceMaintenance in RockifyERP schedules service visits to customers' equipment under contract, and records what was done.
- Maintenance visitsA maintenance visit in RockifyERP records a technician's visit to a customer: what was checked, fixed or replaced.
- Maintenance schedulesA maintenance schedule in RockifyERP plans the visits for a service contract over its period.
- Assign issues automaticallyAssignment rules in RockifyERP share new issues among your support team automatically.
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