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Support Centre

We’re here
when you need us.

23 years of experience, a dedicated support team and clear SLAs. We resolve ERP, Payroll, Cloud and BI issues quickly so your business keeps running.

Email Support +27 11 792 9521
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Get in Touch

Multiple ways to reach us

Our dedicated support team is available across multiple channels to ensure you always get the help you need, when you need it.

📞
Call Us
Speak directly with a Brilliant Group support consultant for urgent issues and real-time assistance.
+27 11 792 9521 →
✉️
Email Support
Log a support request via email and a consultant will respond within your contracted SLA window.
support@brilliantgroup.co.za →
🎫
Submit a Ticket
Log a detailed support request through our contact form. Track progress with your consultant directly.
Log a Request →
🖥️
Remote Assistance
Allow our consultants to connect remotely to your system for hands-on troubleshooting and resolution.
Request Session →
Availability

Support hours

Our support team operates during standard business hours (SAST). After-hours and emergency support is available on Premium and Enterprise plans.

Monday to Thursday 07:30 to 17:00 SAST
Friday 07:30 to 16:00 SAST
Saturday Closed (Emergency only, Premium & Enterprise)
Sunday & Public Holidays Closed (Emergency only, Enterprise)
Support lines are currently open
Response Times

Service Level Agreements

Critical: System Down
Core ERP or Payroll system is completely inaccessible
2 hrs
High: Major Disruption
Key processes are severely impacted with no workaround
4 hrs
Medium: Partial Impact
Functionality is limited but a workaround is available
8 hrs
Low: General Enquiry
Questions, how-to guidance and minor configuration requests
1 to 2 days
Coverage

Products we support

Our certified consultants support every product in the Brilliant Group portfolio, from ERP and Payroll through to Cloud Infrastructure and BI platforms.

Brilliant Link
Sage 200 Evolution
Sage ERP for SMEs
  • General Ledger & Financial Reporting
  • Inventory & Warehouse Management
  • Accounts Payable & Receivable
  • Job Costing & Project Accounting
  • Multi-currency & Multi-branch
Brilliant ERP
Sage Intacct
Cloud Financial Management
  • Core Financials & Multi-entity
  • Revenue Recognition & Billing
  • Project & Grant Accounting
  • Real-time Dashboards & Reporting
  • AI-powered Automation
Brilliant Link
Sage Payroll & HR
Compliant Payroll Management
  • SARS & UIF Statutory Compliance
  • Employee Self-Service Portal
  • Leave & Attendance Management
  • Payslip & IRP5 Generation
  • HR Analytics & Reporting
Brilliant Cloud
Acumatica Cloud ERP
Gold-tier Acumatica Partner
  • Financial & Distribution Management
  • Manufacturing & Field Services
  • CRM & Customer Portal
  • Business Intelligence & Reporting
  • Mobile & Remote Access
Brilliant Cloud
Cloud Infrastructure
IaaS & Managed Hosting
  • Hosted ERP & Application Servers
  • Disaster Recovery as a Service
  • Hybrid Cloud & VPN Connectivity
  • Backup & Data Protection
  • 24/7 Infrastructure Monitoring
All Entities
BI & Analytics
Reporting & Data Visualisation
  • Power BI Dashboard Support
  • Custom Report Development
  • Sage Intelligence & SSRS
  • Data Integration & ETL
  • Planning & Budgeting Tools
Support Plans

Choose your support level

Flexible support agreements designed to match your business size, complexity, and availability requirements.

Standard
Standard Support
For growing businesses with basic day-to-day support requirements.
What’s included
  • Business hours support (Mon to Fri)
  • Email & telephonic logging
  • 4 to 8 hour response times
  • Remote troubleshooting & diagnostics
  • Quarterly system health check
  • Access to knowledge base & guides
Most Popular
Premium Support
For businesses that need faster response times and extended availability.
What’s included
  • Everything in Standard
  • Extended hours (Sat emergency)
  • 2 to 4 hour response for critical issues
  • Dedicated named consultant
  • Monthly system health reviews
  • Priority escalation path
  • Proactive update notifications
Enterprise
Enterprise Support
For complex multi-entity environments requiring maximum coverage and SLAs.
What’s included
  • Everything in Premium
  • 24/7 emergency coverage
  • 1 to 2 hour critical response SLA
  • Dedicated account manager
  • Weekly operational reviews
  • Custom SLA agreements
  • On-site support visits
Log a Request

Submit a support ticket

Use our contact form to log a detailed support request. Include your system version, any error messages and the steps that led to the issue so our consultants can get to work straight away.

All requests are tracked and assigned to a qualified consultant based on the product and issue severity.

Log a Support Request →

How it works

1
Submit your request
Fill in the contact form with your name, company, product, and a description of the issue.
2
Consultant assigned
A qualified consultant is assigned to your ticket based on the product and priority level.
3
We make contact
Your consultant reaches out via phone or email within the agreed SLA window to begin resolution.
4
Issue resolved & documented
Once resolved, a summary is shared with you for your records and future reference.
Self-Service

Resources & knowledge base

Access guides, training materials and product documentation to resolve common questions on your own, available any time.

📚
Product Documentation
Access official user manuals, configuration guides, and release notes for Sage, Acumatica, and Brilliant Cloud products.
Access Docs →
🎓
Training & Onboarding
Book a training session with one of our certified consultants, available for end-users, super-users and administrators.
Book Training →
💡
Blog & Insights
Read our latest articles on ERP best practices, product updates, industry news, and technology trends affecting modern businesses.
Visit the Blog →
Common Questions

Support questions, answered.

Our support desk runs Monday to Friday, 07:30 to 17:00 SAST. Reach it on +27 11 792 9521 or support@brilliantgroup.co.za.
Email support@brilliantgroup.co.za, call +27 11 792 9521, or submit the ticket form on this page. Every ticket is logged against your contracted SLA and tracked to resolution.
Yes. Clients choose a support level with guaranteed response times. SLAs cover Sage 200 Evolution, Sage Intacct, Acumatica and Sage Payroll environments, including quarterly health checks on the higher tiers.
Sage 200 Evolution, Sage Intacct, Acumatica, Sage Payroll & HR, and the reporting and BI tools we deploy, including Power BI, Velixo and Sage Intelligence, plus the cloud infrastructure we host.
Yes. As a Sage Platinum and Acumatica Gold partner we can become your partner of record and take over an existing installation. We start with a system health check so you know exactly what state your environment is in.
No, we also assist on an ad hoc basis. Contracted clients get guaranteed response times and preferential rates, which is why most sites move onto an SLA after the first engagement.

Still need help? Our team is ready for you.

Reach out to Brilliant Group and we’ll connect you with the right consultant for your needs.