Ongoing Xentral Support
The problem with ERP support
Ticket system: your issue disappears into a queue
Rotating contacts: explaining everything from scratch every time
Long waiting times: "We will get back to you in 3-5 business days"
Unclear costs: "Let us have a look at that..."
Personal & direct
Support the way it should be
Direct contact: you reach me personally
I know your system: no onboarding time with every call
Fast response: most problems solved the same day
Transparent billing: you know the cost upfront
What I offer in support
Bug fixing
- Interface issues (sync not running, errors in journal)
- DATEV export errors
- Performance problems
- Unexpected behaviour
Updates & maintenance
- Accompanying Xentral updates
- Interface updates for API changes
- Preventive maintenance (log checks)
Optimisation
- Implementing new requirements
- Improving workflows
- Connecting new integrations
- Extending Xentral Flows
Training
- Onboarding new staff
- Explaining new features
- Sharing best practices
Support terms
120euros/hour
- No minimum commitment
- Billing in 15-minute increments
- Fast response times
- Dedicated personal contact
Response times
| Priority | Description | Response |
|---|---|---|
| Critical | System down, no orders possible | < 2 hours |
| High | Important function disrupted | < 4 hours |
| Normal | Question, minor adjustment | < 24 hours |
| Low | Nice-to-have, planning | < 48 hours |
Business hours: Mon-Fri 09:00-17:00 | Outside hours: By individual arrangement
“Last week our DATEV export broke - right in the middle of month-end close. Fabian solved the problem within 2 hours. With our previous agency we would have waited 3 days.”
M
Michaela K.
Online retailer
Frequently asked questions about support
Not as standard - I believe in work-life balance. For urgent cases we can make individual arrangements. For genuine emergencies (system completely down) I try to help outside normal hours too.
After the initial analysis I give you an estimate: "This will take approximately X hours and cost Y." You then decide whether you want to proceed.
Absolutely! Even if I did not do the original setup, I can help. I will need a little time to understand your system.
Billing is based on work completed, in 15-minute increments. You receive a detailed breakdown of all activities carried out.
No commitment and no minimum volume. You book support as needed and only pay for hours actually worked.
Do you need help with your Xentral?
Whether it is an acute problem or long-term support - let us talk.