ERP Support Outsourcing | ERP Management Teams

Last updated: November 11, 2026

An ERP system only creates value when it runs reliably every day: invoices post, stock figures are right, month-end closes on time and users get answers quickly. Many companies, however, depend on one or two internal ERP experts or on a reseller whose support is slow and expensive. 360 Soft provides ERP support and management outsourcing from Istanbul, with functional consultants, developers and administrators who handle user requests, configuration, reports, integrations and improvements under agreed service levels.

We work with common ERP platforms such as SAP (see our dedicated SAP outsourcing page), Microsoft Dynamics 365 Business Central and Finance and Operations, Oracle NetSuite, Odoo, and Turkish ERP products such as Logo and Mikro that are widespread among companies with operations in Türkiye. Teams range from a single consultant to 200+ people, remote, on-site or hybrid.

What is ERP support outsourcing and who needs it?

ERP support outsourcing means handing day-to-day application support, administration and small development work to an external team that works to your priorities and SLAs. It is a good fit for:

Mid-sized companies whose ERP knowledge sits with one person, creating a single point of failure.
Growing groups adding companies, warehouses or countries faster than the internal IT team can configure them.
Companies dissatisfied with reseller support that want faster response and transparent effort reporting.
Organisations after go-live that need hypercare and then stable long-term support.
Companies with Turkish subsidiaries that need local know-how on e-invoice, e-ledger and Turkish tax settings combined with English-language reporting to headquarters.

Scope: modules, tasks and support levels

Area	Typical tasks
Finance and accounting	Chart of accounts, period closing, bank reconciliation, fixed assets, consolidation, tax settings
Procurement and inventory	Purchase workflows, approvals, stock valuation, warehouse transactions, cycle counts
Sales and distribution	Pricing and discounts, order-to-cash, shipping, invoicing, customer credit
Production	Bills of materials, routings, work orders, capacity and material planning
HR and payroll integration	Employee master data, cost allocation, payroll posting interfaces
Reporting and BI	Custom reports, dashboards, data extracts for Power BI or similar tools
Integrations	E-commerce, CRM, banking, e-invoice providers, WMS and EDI
Administration	Users and roles, upgrades, backups, performance, job scheduling

Support level	Scope
Level 1	Ticket intake, user questions, password and role requests, guidance
Level 2	Functional analysis, configuration changes, master data corrections
Level 3	Code fixes, custom development, integrations and performance tuning
Improvements	Change requests, small projects and process automation

Regulations and standards

ERP systems carry legally relevant data. For Turkish entities this includes e-invoice (e-Fatura), e-archive, e-ledger (e-Defter) and e-dispatch rules of the Revenue Administration, VAT and withholding settings, and retention obligations under the Turkish Commercial Code. Our team knows these requirements first-hand. For entities in other countries, local rules apply, for example GoBD in Germany, Making Tax Digital in the UK, or ZATCA e-invoicing in Saudi Arabia; we configure according to your advisers’ specifications. Our processes follow ITIL practices, and change management supports internal control requirements such as SOX or ISO 27001 if your company applies them.

Delivery models

Model	Description	Best for
Dedicated ERP team	Named consultants and developers working only for you, led by a team lead	Continuous support with an improvement backlog
Managed ERP support	SLA-based responsibility for tickets and changes, monthly reporting	Companies wanting predictable service and cost
Staff augmentation	Individual experts added to your internal team under your direction	Filling specific skill gaps
Hours bucket	A monthly or quarterly pool of hours for requests	Smaller systems with irregular demand

All models can be delivered remotely from Istanbul, on-site for workshops and go-lives, or as a hybrid. Extended hours and 24/7 shifts are available for operations such as warehouses or e-commerce that run around the clock.

Process

Assessment: ERP version, modules, customisations, integrations, ticket history and pain points.
Proposal: team roles, delivery model, SLA annex and reporting format.
Team selection: CVs and interviews; you approve each team member.
Start and transition: typically within 1–2 weeks; access set-up, knowledge transfer and runbooks.
Operation: ticket handling, monthly service reviews, problem management and continuous improvement.

SLA and KPI

Example targets used as a starting point; final values are agreed per contract.

Priority	Example	Response target (example)	Resolution target (example)
P1 Critical	ERP unavailable, invoicing or shipping stopped	30 minutes	4 hours or workaround
P2 High	Key process impaired for a department	2 hours	1 business day
P3 Medium	Single user problem, report error	8 business hours	5 business days
P4 Low	Question or minor change	1 business day	Planned in backlog

SLA compliance rate per priority
Backlog size and average ticket age
First-contact resolution at level 1
Reopened ticket ratio
Month-end closing duration and number of closing-related incidents
User satisfaction score after ticket closure

Pricing factors

We quote individually and do not publish prices. Cost depends on:

Factor	Effect
ERP platform and version	Specialist platforms or old versions may require rarer skills
Number of modules and companies	Broader scope means more people or more senior people
Degree of customisation	Custom code and integrations increase level 3 effort
Service hours and SLA	Extended hours, 24/7 and tight targets need more coverage
Ticket volume	Determines team size and the level 1 / level 2 mix
Languages	Support in English, German or Arabic in addition to Turkish
Commercial model	Person-month, monthly managed fee, hours bucket or fixed price

In-house, freelancer or outsourcing?

Criterion	In-house	Freelancer	ERP outsourcing
Start time	Long recruiting	Fast if available	Typically 1–2 weeks
Knowledge continuity	At risk with turnover	Leaves with the person	Documented, replacement process
Coverage	Office hours	Limited	Extended hours or 24/7 possible
Skill mix	Few roles	One role	Functional, technical and admin combined
Accountability	Internal	Informal	Contractual SLAs and reporting

ERP Support and Management Outsourcing — overview

Risks and mitigations

Loss of undocumented knowledge: runbooks, configuration logs and a knowledge base in your systems.
Uncontrolled changes: test environment, approval workflow and release notes for every change.
Data quality issues: master data rules, periodic checks and clear ownership.
Vendor lock-in: code and documentation in your repositories, exit and handover clauses.
Response delays at month-end: planned peak coverage and closing calendars.

Security, GDPR/KVKK, NDA and intellectual property

Team members access your ERP only through your VPN, VDI or secure remote tools, with personal accounts, MFA and role-based permissions. Financial and personal data stays in your systems; local downloads are restricted by policy and device management. Background checks and confidentiality undertakings are standard.

Contract note. International clients normally contract with us under a B2B service agreement with a statement of work and SLA annex. It includes assignment of intellectual property in all deliverables (code, configuration, documentation) to you on payment, a mutual NDA, and a data processing agreement aligned with GDPR, with Standard Contractual Clauses for transfers to Türkiye (or the UK IDTA/Addendum for UK data). Our own processing in Türkiye is also subject to KVKK (Law No. 6698). Team members are employed by 360 Soft under Turkish labour law, so you do not take on employer obligations. Local data protection and tax rules in your country remain applicable to your ERP data.

Illustrative scenario: a manufacturer whose month-end close keeps slipping

A manufacturing company with a Turkish subsidiary closes its books on day 9 or 10 each month. The reason: one internal ERP specialist handles user questions, stock valuation corrections and e-invoice errors at the same time, and the reseller responds slowly. A three-person team (finance consultant, logistics consultant, developer) takes over level 1–3 support, documents the closing steps in a runbook and automates two reconciliation reports. Success would be measured by closing duration, open tickets during closing week and recurring errors. This is an illustrative scenario, not a client case.

Vendor selection checklist

Proven experience with your ERP platform and version
Knowledge of local requirements in each country you operate in, including Turkish e-documents if relevant
Clear SLA definitions, priorities and monthly reporting
Named team members you can interview and approve
Documented transition and knowledge transfer plan
Security controls: VPN/VDI, MFA, background checks, logging
Contract with IP assignment, NDA, GDPR DPA and exit support
Ability to scale for projects, rollouts and peak periods

Frequently asked questions

Which ERP systems do you support?

SAP, Microsoft Dynamics 365 (Business Central and Finance and Operations), Oracle NetSuite, Odoo, and Turkish ERP products such as Logo and Mikro. Other platforms on request.

Can you take over support from our ERP reseller?

Yes. We plan a structured transition with documentation review and knowledge transfer so support continues without interruption.

Do you also do development and integrations?

Yes. Level 3 support covers custom code, reports and integrations with e-commerce, CRM, banking, e-invoice providers and warehouse systems.

Can you help with Turkish e-invoice and e-ledger requirements?

Yes. Our team works with e-Fatura, e-Arşiv, e-Defter and e-Irsaliye settings for Turkish entities every day.

How fast can you start?

Typically within 1–2 weeks after approval, depending on roles and access set-up.

Do you offer 24/7 ERP support?

Yes. Extended hours and 24/7 shifts can be agreed for critical priorities.

What is the smallest engagement?

One consultant or a monthly hours bucket. You can scale up to a dedicated team later.

Who owns customisations and reports?

You do. All intellectual property in deliverables is assigned to you under the contract.

How do you protect our financial data?

Through access only via your secured systems, MFA, least-privilege roles, NDAs and a GDPR-aligned data processing agreement.

What happens if a consultant leaves?

Our replacement process provides a successor with a handover period, supported by documentation in your knowledge base.

Contact

Tell us your ERP platform, modules, users and current support issues, and we will propose a team, delivery model and SLA. Call or WhatsApp us on +90 850 335 10 87, write to info@360-soft.com, message us directly on WhatsApp, or use the form on our contact page. 360 Soft Marketing Yazılım ve Danışmanlık Ltd. Şti., Nidakule Ataşehir Batı, Barbaros Mah. Begonya Sk. No:1 D:2, 34746 Ataşehir/İstanbul.