Service
ERPNext support, AMC and migration
An ERP that is never touched after go-live slowly stops matching the business. Support is what keeps the two in step — and what gets you off a version that is three years behind.
At a glance
- Response
- Agreed in the SLA
- Engagement
- Annual contract
- Covers
- Upgrades, fixes, reports
- Takeover
- From any vendor
What support actually has to cover
Three things change after go-live. ERPNext releases new versions; your business changes how it works; and the people who were trained at launch leave and are replaced. A support contract that only fixes bugs addresses one third of the problem.
Our annual contract covers version upgrades on a planned schedule, defect fixes against an agreed response time, new reports and small enhancements from a backlog you prioritise, and user support for the people doing the work.
We also take over systems implemented by someone else. That begins with a review of the configuration and custom code, a written assessment of what is sound and what is not, and an upgrade path — which for a long-frozen installation is usually the first thing anyone has written down about it.
Scope
What the contract covers
Version upgrades
Planned upgrades with a staging rehearsal, so production moves on a known path.
Defect fixes
Faults triaged and resolved against the response times in your agreement.
Enhancements
An agreed monthly allowance for new reports and small changes you prioritise.
User support
A named channel for the people using the system, not only for your IT contact.
Monitoring and backups
Backups verified by restore, with uptime and job failures monitored.
Health reviews
A periodic review of performance, custom code and configuration drift.
Method
How a takeover works
Assessment
We review the site, custom apps and configuration and report honestly on what we find.
Stabilise
Backups, monitoring and the faults causing daily pain are dealt with first.
Upgrade plan
A path from your current version to a supported one, rehearsed on staging.
Upgrade
Executed in a planned window with a tested rollback.
Steady state
Move onto the annual contract with an agreed backlog and review rhythm.
Industries
We work with
FAQ
Questions we are asked before signing
We are on an old ERPNext version. Can it be upgraded?
Almost always, though the path depends on how much of the core was edited directly. The assessment tells you the real cost before you commit, and a staged upgrade through intermediate versions is often safer than one jump.
Will you support a system another vendor built?
Yes. We start with a written assessment rather than a promise, because taking on an unexamined system helps nobody. If we think the honest answer is a rebuild, we will tell you that.
What response times do you offer?
They are set in the agreement and depend on what the system does for you. A production-stopping fault in a plant running shifts needs a different commitment from a report formatting issue, and the contract should say so explicitly.
Are new features included or charged separately?
The contract includes a monthly allowance for enhancements, which covers most ongoing requests. Larger pieces of work are scoped and quoted separately so that neither side is guessing.
Related services
You might also need
ERPNext implementation
Scoping, configuration, data migration and go-live support on ERPNext.
ERP customisation
Custom doctypes, workflows and reports for the parts of your process standard ERP misses.
Software development
Web and mobile applications built on the Frappe framework and wired into your ERP.
Get an estimate for this work.
A 30-minute call, no slide deck. You describe the process; we tell you honestly whether ERPNext is the right answer.