SmartERP Support Policy
Version 1.0 (12 September 2026). Ashewa Technology Solutions S.C., Bole Reality Building, 9th floor, Addis Ababa, Ethiopia.
Hours
- Critical incidents (your workspace is down or a core process cannot run): 24 hours a day, 7 days a week.
- Standard support (questions, configuration help, non-critical issues): Monday to Friday, 2:00 to 11:30 Ethiopian time (08:00 to 17:30 East Africa Time), excluding Ethiopian public holidays.
Priorities and response targets
A critical issue is one where your workspace is unreachable for all users, or a core business process (invoicing, stock movements, payroll-relevant attendance, point of sale) cannot be completed and there is no workaround. Everything else is high, normal or low.
| Priority | Examples | We respond within |
|---|---|---|
| Critical | Workspace unreachable; invoices cannot be posted | 2 hours, 24/7 |
| High | One application unusable; a report is wrong | 1 standard support day |
| Normal | Configuration question; how-to; new user setup | 2 standard support days |
| Low | Improvement request; documentation | 5 standard support days |
These are targets for our first substantive response and for keeping you updated. We do not promise a resolution time: the effort a fix needs depends on the cause, and we will tell you honestly what we find and what the next step is.
Channels
Email info@ashewa.com, phone +251 947 433 333, and the request forms in your customer portal. Every request is logged with a reference. Amharic and English.
What is included
Standard support is included in every SmartERP Cloud plan and industry edition, and in the annual maintenance of a Lifetime Licence. It covers using the applications, configuration questions, and incidents in the Service. Implementation, data migration, training and custom development are services priced separately.
What is not included
- Building new features, custom reports, custom modules or integrations. These are quoted as projects.
- Data entry, data cleaning and data migration from your previous system.
- Training courses beyond the onboarding session included with your subscription.
- Problems caused by your own network, devices, browsers or third-party services.
- Advice on accounting, tax or legal matters. Use your accountant or lawyer.
- Applications that are not part of SmartERP, and changes you make directly in the database.
Escalation
- Support engineer, through the channel where you raised the request.
- If a critical issue has had no substantive response within 4 hours, or you are not satisfied with the handling, ask for the support lead by replying on the same reference.
- The support lead responds within one standard support day with an owner and a plan.
- Unresolved after that, the request goes to the SmartERP service manager at info@ashewa.com with the reference number.
Optional support upgrades
Premium Support (24/7 on every priority with a 4-hour response target) and a Dedicated Account Manager are available as add-ons at the percentages shown on the pricing page.
Maintenance
Planned maintenance is announced in advance and scheduled outside standard hours where practicable; security patches may be applied at short notice.