How to log a support request
When something slows down your team, send the details through the enquiry form on our contact page. Keep it simple and include the system name, the screen or report you are working on, the date and time of the issue, and what you expected to happen. If the problem affects more than one user, say so. That helps us sort routine questions from urgent process breaks.
If you can, add a short description of the steps that led to the issue. For example, note whether the problem started after a data import, a user role change, or an upgrade. Clear details save time and reduce back-and-forth, especially when teams are spread across branches in Centurion, Johannesburg or Durban.
- Open the enquiry form on the contact page
- Describe the issue in plain language
- Add screenshots or report names where relevant
- State whether the issue is stopping work or just causing delays
What happens after we receive your request
Once your request is logged, we review it, assign it to the right person and confirm the next step. A user question about reports may go to support, while a process issue may be handed to the ERP lead or integration team. This helps keep support handling practical and makes sure the right people look at the right problem.
For urgent matters, we first check whether the issue is caused by access rights, an interrupted sync, or a failed workflow step. If the system needs a deeper check, we may ask for a sample record, the time the issue occurred, or the exact module involved. That is especially useful when a problem only appears in one branch or after-hours when load-shedding or a local network fault has already interrupted work.
- Request is received and checked
- It is assigned to the correct support person
- We may ask for extra detail if needed
- You receive progress updates until closure
Common day-to-day questions we help with
Not every support call is a fault. Many requests are about how to do something properly in the system, how a report should be read, or how to keep data clean before month-end. We help teams working in finance, operations, stock, admin and customer service with practical guidance that fits day-to-day work.
If your team is in Cape Town dealing with multiple sites, or in Gqeberha managing stock and purchasing under tight deadlines, the same principle applies: get the basics right, then build stable routines. We can help with user queries around permissions, report filters, workflow steps, data imports, and handovers between departments.
- How to run or interpret a report
- How to correct a posting or allocation
- How to move work between users or departments
- How to check whether integration data has come through
How to keep support moving faster
A little preparation goes a long way. Before sending a request, check whether the issue is affecting one user or the full team, and whether it only happens on a specific branch network or device. If the problem started after a change, note what changed. That might be a new user, a revised approval step, a migrated record set or an upgrade.
Where possible, include examples instead of general comments. For instance, say which customer, order, stock item or journal line is affected. If you are sending screenshots, make sure the full message is visible. These small details help us resolve matters faster and avoid repeated follow-ups.
- Use one request per issue where possible
- Include the exact module or screen name
- Note the time the issue first appeared
- Say if the problem is blocking work or only slowing it down
Support for upgrades, integrations and changeovers
Some support requests need a wider look at the system setup. That is often the case after a version upgrade, a new branch opening, or a change in how your team processes orders, stock, approvals or reporting. We can help with upgrade planning, system audits and support retainers so the setup keeps working as the business grows.
When an integration is involved, we look at the flow between systems, the timing of updates, and whether any data is waiting in a queue. This matters for SMEs that rely on accounts, stock, payroll or operations teams working from the same source of truth. If the issue came up after a process change, tell us what changed and when. It may be a small thing, but it can point straight to the cause.
Working with support across South Africa
Our base is in Centurion, and we support clients across Johannesburg, Pretoria, Durban, Cape Town, Gqeberha, the East Rand and the West Rand. Whether your team is in one office or spread across several sites, the aim is the same: keep the system usable, keep the process clear and reduce downtime.
Bizmatics is led by Oupa Mabuza, with a team covering ERP, integration, delivery, training and support. That means your request is handled by people who understand both the software and the way South African businesses work in practice, from municipal delays to coastal humidity and power interruptions.
Use the enquiry form whenever you need help, want to track a request, or are unsure how a process should work. If it is easier, send one clear note than several short ones, and we will take it from there.
