We are committed to providing reliable, secure, and effective support to all our customers. This Support Policy outlines the official channels through which support is provided and explains how we ensure timely and accurate resolution of customer issues.

1. Scope of Support

This policy applies to all active sERP customers and covers:

• Technical issues related to the sERP platform
• Account-specific configuration and access issues
• Billing and subscription-related enquiries
• General product usage questions

2. Official Support Channels

To ensure consistency, accountability, and security, sERP provides support through the following channels:

a) Support Ticketing System (Primary Channel)

All technical and account-specific issues must be submitted through the official sERP support ticketing system.

This enables us to:

• Log and track all requests from start to resolution
• Verify the identity and access level of the requester
• Maintain full context and history for each issue
• Allow any qualified support staff to assist seamlessly
• Accurately diagnose issues using screenshots and attachments

Tickets are handled on a first-in, priority-based basis according to issue severity.

b) Documentation Portal

Our documentation portal provides detailed, step-by-step guides for common tasks and configurations, including:

• Finance and fees setup
• Academic and course management
• User roles and permissions
• Reports and system settings

Customers are encouraged to consult the documentation as a first step:
👉🏾 docs.schoolerpghana.com

c) WhatsApp Support (Limited ‐ Chat Only)

We offer limited WhatsApp support (chat-only) for:

• General enquiries
• Pre-sales questions
• Non-account-specific clarifications

WhatsApp support does NOT cover:

• Technical troubleshooting
• Account-specific changes
• Configuration or data-related issues

3. Phone Support Policy

The sERP team does not provide technical support via phone calls.

This decision is based on:

• The complexity of technical issues requiring visual context
• The need for proper identity and access verification
• The importance of maintaining accurate support records
• Resource and staff availability constraints

For clarity and quality of service, all technical support is handled through written channels only.

4. Support Response Times

Response times may vary based on issue severity and volume, but we aim to:

• Acknowledge tickets promptly
• Resolve issues as efficiently as possible
• Keep customers informed throughout the process

5. Customer Responsibilities

To help us assist you effectively, customers are expected to:

• Provide clear descriptions of issues
• Include relevant screenshots or error messages
• Use official support channels only
• Consult documentation for basic workflows

6. Policy Updates

This Support Policy may be updated periodically to reflect operational improvements. Customers will be notified of material changes where applicable.

Feel free to contact us if you require additional information about our support policy.

Darrel Technologies Ltd.
No 2. E.K. Akonnor Street,
East Legon
Accra, Ghana.

Tel: +233 322 390 858
Mobile: +233 540 122 551 / 2