Step 5 · Grow and change

What does ERP support look like after go-live?

This is where most ERP relationships fall apart. The implementation team leaves, a support desk takes over, and every call becomes a negotiation. We built our support to be the opposite.

By Rob Griffin, Founder and Principal · Updated

Talk to our teamChanging partners?
The short version
If you only read one thing on this page
  1. 1No prepaid hour blocks and nothing that expires. You’re billed for the time actually spent.
  2. 2The same account team that implemented your system supports it. Issues are resolved completely, not just closed.
  3. 3We make your team self-sufficient, so when you call, it’s for something worth calling about.

How our support is different

Plainly, in writing.

COMMON IN THE INDUSTRY
DOMINATE SOLUTIONS
How support is sold
Prepaid blocks of hours, often use-it-or-lose-it
No prepaid blocks. You’re billed for the time actually spent
Who answers
A separate support desk that wasn’t on your implementation
The same account team that implemented your system
When it’s done
When the ticket is closed
When the issue is completely resolved
What you learn
Nothing. You call again next time
How to do it yourself next time
Your rate
Tiers and packages to decode
One simple rate set at the start, sized to your business

Billed fairly. Resolved completely.

Short answer: Most support requests take 30 minutes to an hour and a half. That’s what we bill. We don’t make support a profit center; we care that you’re running well and would recommend us.

Open transparency means you know what you’re paying for before the work starts, and you can see what we did afterward. No twelve-hour invoices for a one-hour call.

Field service technician on a job site
The part most partners skip

We make you self-sufficient

We meet companies that have run their ERP for years without anyone showing them what it does natively. If your team can’t run a report or build an inquiry, every question becomes a support call. We teach them.

Reports and inquiriesYour team builds and changes their own reports and generic inquiries.
DashboardsLeadership sees the numbers without asking accounting for a spreadsheet.
Where the data comes fromYour people understand how a number got onto the screen, so they trust it.
Upgrades that don’t breakStandard functionality first, so upgrades stay current and customizations don’t hold you back.

Still working alongside GCATS after go-live

GCATS on connected workflows: less duplicate entry, faster access to project information, and fewer emails chasing answers between the field and the office.

The Bright Star story says it best: it wasn’t a one-time implementation. Dominate Solutions continues to work alongside Bright Star.

See client results →

ERP support questions

What does ERP support cost after go-live?

With Dominate Solutions, there are no prepaid hour blocks and nothing expires. You are billed for the time actually spent, at a simple rate set at the start of the relationship and sized to your business.

Do you sell blocks of support hours?

No. We don’t sell prepaid blocks of hours or use-it-or-lose-it packages. Most support requests take 30 minutes to an hour and a half, and that is what we bill.

Who supports us after we go live?

The same account team that implemented your system. You don’t get handed to a help desk that has never seen your business.

Will we become dependent on you?

We work to make you self-sufficient: your team learns to build reports, generic inquiries and dashboards, so when you call us it is for something that genuinely needs us.

Can you support us if another partner implemented our system?

Yes. Acumatica manages partner changes, so the first step is telling Acumatica you want a change.

Want to see what support would look like for your system?

Where to go next

GrowConectiv & OpsEdgeWhen you outgrow the standard.Custom solutions →Already a customerChanging Acumatica partnersHow it works →ProofClient resultsResults →
1aThe other side