?How does pricing work?

sERP is priced on a one-time licence model. Your licence fee covers setup, installation, and your first year of cloud hosting, technical support, and software updates. From year two, a simple annual renewal keeps your hosting, support, and updates active.

?What determines the licence fee?

Licence fees are tailored to the size and complexity of your school. Please get in touch and we'll provide a personalised quote.

?What does the annual renewal cover?

Your annual renewal covers continued cloud hosting, technical support, routine maintenance, and software updates — keeping your installation current and fully supported.

?What happens if I don't renew?

If an annual renewal lapses, hosting and support services will be suspended until it is settled. Your data is retained during this period, and the service can be reinstated upon payment.

?Can I get an invoice?

Yes. Your invoices are available in the Billing section of the Client Area. You can also download a PDF copy of your invoice.

?Is VAT included?

Yes. Prices are inclusive of Valued Added Tax (VAT). Our tax identification number (TIN) is included on all generated invoices.

?Can I pay online?

Yes. We accept online payments with Visa or Mastercard debit cards, as well as Mobile Money across all networks in Ghana.

?Are there any extra charges?

Only for online payment processing. We charge 5.5% for PayPal & card payments, and 2.5% for (online) Mobile Money payments.

?What happens if I don't pay a bill?

If your invoice remains unpaid for up to 5 days from the due date, your account will be suspended and access will be restricted.

?What happens if my account is suspended?

If the account remains suspended for up to 21 days from the due date, the account will be terminated and your data will be deleted from our servers.

?How do I get help?

We provide support via multiple channels; however, all technical and account-specific issues must be submitted via our official support ticketing system. This allows us to track, verify, and resolve issues accurately.

?Can I use WhatsApp for support?

Yes—WhatsApp (chat-only) is available for general enquiries and non-account-specific questions. Technical troubleshooting and account issues must still be logged via the ticketing system.

?Why don't you offer technical support via phone calls?

Technical issues usually require screenshots, configuration details, and access verification. Phone calls make this difficult and often lead to delays or miscommunication. Written support ensures faster, more accurate resolution.

?What should I include when submitting a ticket?

Please include:

• A clear description of the issue
• Screenshots or error messages (where applicable)
• The exact module or page affected

This helps us resolve your issue faster.

?Do you provide training?

We have an online documentation that offers a detailed guide for sERP. We're also happy to arrange on-site training at an additional cost.

?Where can I find guides for common tasks?

Our documentation portal provides step-by-step walkthroughs for most workflows, including finance setup, fees configuration, and academic management.

?Can I get a local network installation at my school?

If you need to install sERP on a private network for additional speed, flexibility or security, we're happy to help. Please contact us for more information.

?Is my data secure?

sERP uses industry standard 256 bit encryption to ensure all data is encrypted before sending. Additionally, all sensitive data is hashed prior to storage in the database. We also employ robust security mechanisms, policies, and best practices to ensure the security of your data.

?Do you store my credit card details?

No. We use a secure third party provider (2checkout) to process card payments. We do not store card details in any way on our servers.

?Is my data backed up?

Yes. We do daily backups of all your data. We can restore your content if need be. You may also download a copy of your data.