Ongoing Support & AMC
Your ERPNext journey doesn't end at go-live. As your business grows, you'll need new reports, new workflows, additional modules, integrations with new tools, and someone who knows your system deeply to help you evolve it.
That's what our AMC and retainer programmes are designed for.
Annual Maintenance Contract (AMC)
Our AMC provides structured, predictable support for your ERPNext system after the Hypercare period ends.
What's Covered Under AMC
| Category | Description |
|---|---|
| Bug Fixes | Fixing any issues in configured or developed functionality |
| ERPNext Updates | Patch updates and minor version upgrades (tested before apply) |
| User Management | Adding users, role changes, permission updates |
| Configuration Changes | Minor changes to fields, workflows, print formats |
| Helpdesk Access | Raise tickets via ERPNext Helpdesk — tracked and prioritised |
| Monthly Review Call | 30-min monthly catch-up to review system health and open items |
AMC Tiers
| Tier | Hours / Month | Response SLA | Best For |
|---|---|---|---|
| Basic | 4 hours | Next business day | Small teams, stable systems |
| Standard | 8 hours | 8 business hours | Growing businesses, occasional changes |
| Premium | 16 hours | 4 business hours | Active users, frequent enhancements |
| Enterprise | Custom | 2 business hours | Large deployments, multi-entity |
Hours are pooled monthly. Unused hours do not roll over but can be used for any supported activity — fixes, small enhancements, training, or documentation.
Enhancement Retainers
For teams that need ongoing development beyond maintenance — new modules, complex integrations, automation, dashboards — we offer monthly enhancement retainers:
- Dedicated developer hours each month
- Backlog managed via shared project board
- Monthly sprint with demo and sign-off
- Priority over ad-hoc requests
ERPNext Version Upgrades
Frappe releases major ERPNext versions annually. We support:
- Patch upgrades (e.g., v16.1 → v16.5) — included in AMC
- Major version upgrades (e.g., v15 → v16) — scoped separately, fixed price
- Pre-upgrade testing on a staging environment before touching production
- Custom app compatibility review and fixes
Helpdesk SLAs
All support requests are raised via the Hybrowlabs Helpdesk (powered by Frappe Desk):
| Priority | Response Time | Resolution Target |
|---|---|---|
| Critical (system down) | 2 hours | Same day |
| High (major workflow blocked) | 4 business hours | 2 business days |
| Medium (workaround available) | 8 business hours | 5 business days |
| Low (minor issue / enhancement) | Next business day | Per sprint |
Account Manager Touchpoints
Your dedicated Account Manager stays in touch throughout the AMC period:
- Monthly check-in call — system health, upcoming needs, feedback
- Quarterly business review — usage patterns, optimisation recommendations
- Annual planning call — roadmap alignment, version upgrade planning
We don't disappear after go-live. We're in it for the long run.
Getting in Touch
| Channel | Use For |
|---|---|
| Helpdesk Portal | Formal tickets, bug reports, enhancement requests |
| Quick questions, urgent issues | |
| Formal communications, commercial matters | |
| Monthly Call | Strategic discussions, roadmap, feedback |
For any urgent issues outside business hours, reach out via WhatsApp and we'll respond as quickly as possible.
How Support Works — End to End
Understanding how a support request moves through our system helps set clear expectations and ensures faster resolution for everyone.
Step 1 — Raise a Ticket
All support requests must be raised as a formal ticket. This ensures nothing falls through the cracks and every issue has a trackable resolution trail.
How to raise a ticket:
- [ ] Log in to the Hybrowlabs Helpdesk portal
- [ ] Click New Ticket and fill in the required details
- [ ] Set the correct Priority (see Priority Guide below)
- [ ] Attach screenshots, screen recordings, or error logs if available
- [ ] Submit — you'll receive an automatic acknowledgement with a ticket ID
💡 Tip: The more context you provide upfront (steps to reproduce, what you expected vs. what happened, which module/form), the faster we can resolve it. Vague tickets take longer.
Step 2 — Automatic Acknowledgement
Once a ticket is submitted, you'll receive:
- An email acknowledgement with your ticket reference number
- A WhatsApp notification if you have the integration enabled
- Ticket visible in your Helpdesk portal under My Tickets
Step 3 — Triage
Every new ticket goes through a triage process within the SLA response window. Triage determines:
| Triage Question | What We're Deciding |
|---|---|
| Is this a bug or an enhancement? | Bugs are fixed under AMC. Enhancements go to the backlog. |
| Is the root cause in ERPNext core, a custom app, or user error? | Determines who owns the fix |
| Is there a workaround available right now? | If yes, we provide it immediately while the permanent fix is in progress |
| What is the actual business impact? | Helps us assign or escalate priority correctly |
| Does this affect one user or many? | Single-user issues vs. system-wide issues are prioritised differently |
Who does triage? Your assigned support engineer reviews every new ticket. For ambiguous cases, the lead engineer is looped in within the same business day.
Step 4 — Priority Assignment
Priority determines how fast we respond and resolve. Use this guide when raising tickets:
| Priority | When to Use | Example |
|---|---|---|
| 🔴 Critical | ERPNext is completely down or a core business process is fully blocked for all users | Cannot log in, payroll submission crashing for everyone, invoices cannot be generated |
| 🟠 High | A major workflow is blocked for key users; no workaround exists | Purchase Order approval stuck, salary slip generation failing |
| 🟡 Medium | Issue exists but a workaround is available; business can continue | Report showing wrong data, print format misaligned, one user's permission issue |
| 🟢 Low | Minor issue, cosmetic problem, or a question about how something works | Field label change request, how-to question, non-urgent configuration tweak |
⚠️ Please set priority honestly. Marking everything Critical delays genuinely urgent issues for all clients. Our team will re-prioritise if the stated priority doesn't match the actual impact.
Step 5 — Assignment & Resolution
Once triaged, the ticket is assigned to the right engineer:
New Ticket → Triage → Assigned Engineer → Fix / Response → Client Review → Closed
- Bug fixes are deployed to a staging environment first, verified, then pushed to production
- Configuration changes are applied directly to production with a confirmation message
- Enhancement requests are added to the sprint backlog and scheduled in the next available sprint
You will receive updates via the Helpdesk portal and email at each status change.
Step 6 — Verification & Closure
Before a ticket is marked Resolved:
- [ ] The fix is deployed and tested internally
- [ ] You receive a notification asking you to verify the resolution
- [ ] You have 3 business days to test and confirm
- [ ] If you don't respond within 3 days, the ticket is auto-closed (you can always reopen it)
- [ ] If the issue recurs, reopen the same ticket — don't create a new one
Ticket Statuses — What They Mean
| Status | Meaning |
|---|---|
| Open | Ticket received, not yet triaged |
| Replied | We've responded and are awaiting your input |
| In Progress | Actively being worked on |
| Waiting on Client | We need more information or a decision from your side |
| Resolved | Fix deployed — pending your verification |
| Closed | Confirmed resolved or auto-closed after 3 days |
What's In Scope vs. Out of Scope
Understanding scope avoids surprises on both sides.
✅ In Scope (AMC)
- [ ] Fixing bugs in configured workflows, custom forms, and print formats
- [ ] ERPNext patch and minor version upgrades
- [ ] User management — add/remove users, role and permission changes
- [ ] Minor configuration changes — fields, filters, email alerts, basic workflows
- [ ] Fixing broken reports (not building new ones)
- [ ] Answering how-to questions about existing functionality
- [ ] Diagnosis and advisory for performance issues
❌ Out of Scope (Billed Separately)
- [ ] Building new modules, forms, or custom Frappe apps
- [ ] New integrations with third-party tools
- [ ] Major version upgrades (e.g., v15 → v16) — scoped and priced separately
- [ ] Data imports / bulk data changes
- [ ] Training new employees (covered under Training retainer)
- [ ] Business process redesign or re-implementation of modules
When a request falls out of scope, we'll notify you with an estimate before doing any work. No surprises.
Escalation Path
If you feel a ticket is not progressing as expected:
| Step | Who to Contact | How |
|---|---|---|
| 1st escalation | Your assigned Account Manager | WhatsApp or email |
| 2nd escalation | Engineering Lead | Via Account Manager |
| 3rd escalation | Chinmay Kulkarni (Founder) | Direct WhatsApp |
We aim to resolve escalations within 4 business hours of being raised.
Support Hours
| Day | Hours (IST) |
|---|---|
| Monday – Friday | 9:30 AM – 6:30 PM |
| Saturday | 10:00 AM – 2:00 PM (urgent only) |
| Sunday & Public Holidays | Emergency Critical issues only |
For Critical issues outside business hours, WhatsApp your Account Manager directly. We have an on-call engineer for production-down situations.
Best Practices for Faster Resolution
- [ ] One issue per ticket — don't combine multiple problems in a single ticket
- [ ] Include reproduction steps — "it doesn't work" is harder to fix than "when I click X after doing Y, Z happens"
- [ ] Attach screenshots or screen recordings — a 30-second screen recording saves hours of back-and-forth
- [ ] Mention which environment — production or staging?
- [ ] State the business impact — helps us prioritise correctly
- [ ] Check existing tickets first — your issue may already be logged and in progress
Monthly Support Review
Every month, your Account Manager will share a Support Summary covering:
- Total tickets raised vs. resolved
- Average resolution time
- Open items and expected timelines
- AMC hours consumed vs. remaining
- Recommendations for proactive improvements
This keeps you fully informed and helps us continuously improve.
