For most organisations, the support arrangement they put in place after go-live matters as much as the implementation itself. Systems evolve, teams change, and finance requirements develop over time. Having access to people who know your configuration – and can respond quickly when something needs attention – is not a nice-to-have.
Escone Solutions provides dedicated iplicit support for organisations across the UK through our Escone Assist service.
Questions from your finance team about how to complete specific tasks in iplicit
Unexpected behaviour, error messages, or system problems that need investigation and resolution
Updates to your iplicit setup as your organisation changes, such as adding new entities, cost centres, or approval workflows
Adding and removing users, adjusting roles and permissions
Building new reports or modifying existing ones as management information requirements evolve
Problems or changes affecting connections between iplicit and other business systems
Many support arrangements involve a generic helpdesk staffed by people who have not been involved in your implementation. They work from documentation, ask basic questions about your configuration, and frequently need to escalate before they can help.
Escone Assist works differently. The team supporting your system is the same team that implemented it. They know your chart of accounts, your entity structure, your workflows, and the specific decisions that were made during your project. That context reduces resolution times significantly and means you are not re-explaining your setup every time you need help.
We operate a structured response framework with defined response times based on the severity of the issue. Critical issues- such as system unavailability during a processing window- receive priority response. Routine queries and configuration requests are handled within agreed service levels.
Our support operates during UK business hours. For organisations with requirements outside standard hours, we discuss that during the support arrangement setup.
Support is not only about fixing problems. As your organisation develops and iplicit releases new functionality, there are often opportunities to use the system more effectively than you currently do.
Our support service includes periodic system reviews – looking at how you are using iplicit, identifying areas where configuration improvements could reduce manual work or improve reporting, and recommending updates. Finance teams that engage with this typically find that the system delivers considerably more value over time than at the point of go-live.
Finance team turnover is a reality for most organisations. When key users leave and new people join, the institutional knowledge about how the system is configured and why can disappear quickly.
We provide onboarding support for new team members – role-specific training built around your actual configuration, not generic product training. New users get up to speed faster, and the risk of bad practices developing in the system is reduced.
iplicit provides platform-level support — issues with the software itself, bugs, and platform availability. Escone Assist provides configuration-level support — questions and issues specific to how your system is set up, changes to your configuration, training, and ongoing optimisation. Most day-to-day support needs fall into the latter category.
We offer both retainer-based support arrangements and ad-hoc assistance. For organisations with regular support needs, a retainer provides predictable cost and prioritised response times. For organisations with occasional needs, ad-hoc support is available at our standard rate.
Response times depend on the nature of the issue and the support arrangement in place. We discuss and agree on response time commitments as part of the support setup, so you know what to expect before you need it.
Yes. We take on support for iplicit implementations carried out by other parties. There is an onboarding stage where we review the configuration and document your setup before moving into active support.
Find out more: iplicit partner page
Configuration changes are handled as part of our support service. Smaller changes - adding a user, adjusting a report, modifying an approval workflow- are typically handled within the support arrangement. Larger changes, such as adding a new entity or a significant restructure of your chart of accounts, are scoped and quoted separately.
