Support and Maintenance
At Hybrowlabs Technologies Pvt Ltd, our support does not end after your ERPNext system goes live. We believe successful ERPNext implementation also depends on reliable post-go-live support, regular maintenance, quick issue resolution, and continuous system improvement.
Our ERPNext support and maintenance services are designed to help businesses maintain system stability, improve performance, reduce downtime, and ensure smooth day-to-day operations after deployment.
Warranty Period for ERPNext Implementation
Every custom ERPNext implementation project delivered by Hybrowlabs includes a 3-month warranty period starting from the official go-live date.
During the ERPNext warranty support period, our team provides assistance for issues directly related to the implementation delivered by us. This includes bug fixes in custom ERPNext development, troubleshooting implementation-related issues, resolving integration problems within the approved project scope, and fixing critical production issues affecting daily business operations.
The warranty also includes minor performance optimizations, security updates, and limited technical assistance to help customers stabilize the system during the initial usage period.
However, the ERPNext warranty coverage does not include new business customizations, third-party integrations outside the original scope, infrastructure or server-related issues, customer-side code modifications, or extensive training and consulting services.
This structured ERPNext post-implementation warranty support helps customers use the system confidently while ensuring a smooth transition into regular operations.
ERPNext Annual Maintenance Contract (AMC)
Once the warranty period is completed, customers can continue support through our ERPNext Annual Maintenance Contract (AMC).
The ERPNext AMC support model is designed to provide long-term technical support, system maintenance, framework updates, security patches, and ongoing optimization for businesses using ERPNext in production.
Our standard ERPNext AMC services generally include
| # | AMC Service |
|---|---|
| 1 | Technical support through Helpdesk tickets |
| 2 | Regular ERPNext and Frappe framework updates |
| 3 | Bug fixing and issue resolution |
| 4 | System health and performance monitoring |
| 5 | Backup verification support |
| 6 | End-user assistance |
| 7 | Compliance and regulatory update guidance |
| 8 | Access to ERPNext documentation and best practices |
An ERPNext maintenance and support contract helps businesses maintain system reliability, security, and operational continuity as the organization grows.
ERPNext Support Hours and Availability
Our standard ERPNext support hours are Monday to Friday from 9:00 AM to 6:00 PM IST.
During business hours, our team provides support through
- Email support
- Ticketing system
- Project communication channels
- Scheduled calls and meetings
For critical ERPNext production issues such as system downtime, security incidents, or data loss, emergency after-hours support can also be provided based on the agreed support plan or AMC package.
This structured ERPNext customer support process helps ensure businesses receive timely assistance whenever required.
ERPNext Helpdesk and Ticketing Process
To ensure smooth communication and proper issue tracking, all support requests should be raised through the official ERPNext helpdesk and ticketing system.
While raising a support ticket, customers are encouraged to provide
| # | Ticket Detail |
|---|---|
| 1 | Project name or project ID |
| 2 | Clear issue summary |
| 3 | Priority level |
| 4 | Screenshots or error logs |
| 5 | Steps to reproduce the issue |
| 6 | Business impact details |
Once the ticket is submitted, it is assigned to the appropriate ERPNext support team member, and the customer receives updates throughout the resolution process.
A structured ERPNext support ticket management process helps improve transparency, accountability, and faster issue resolution.
ERPNext Issue Priority Framework
To manage support requests efficiently, all ERPNext issues are categorised based on business impact and urgency.
| Priority | Used For |
|---|---|
| Critical Priority | ERPNext system down; data corruption; security breaches; business operations completely blocked. |
| High Priority | Major functionality failures; performance degradation; important workflow interruptions. |
| Medium Priority | Minor bugs; report issues; partial workflow impact where workarounds are available. |
| Low Priority | Functional questions; small enhancements possible within the system. |
This ERPNext issue prioritisation framework helps ensure critical business issues are resolved faster while maintaining proper support workflow management.
ERPNext SLA Response and Resolution Times
Our ERPNext Service Level Agreements (SLAs) define expected response and resolution timelines based on issue priority levels.
Critical issues receive the highest priority with the fastest response times, while lower-priority enhancement requests are addressed through planned support cycles.
The SLA process includes
- Issue acknowledgement
- Initial investigation
- Regular progress updates
- Resolution or workaround delivery
- Escalation to senior teams if required
This ERPNext SLA-based support process helps businesses plan support expectations clearly and ensures accountability from both teams.
What's Not Covered Under ERPNext Support
To maintain clarity and transparency, certain services are not covered under standard ERPNext warranty or AMC support.
These exclusions generally include
| # | Exclusion Category | Not Covered |
|---|---|---|
| 1 | Infrastructure & Hosting | Server issues, downtime, or performance problems (contact your hosting provider); database administration and optimization beyond standard maintenance; network connectivity or firewall configuration issues; cloud provider outages (AWS, Azure, Google Cloud). |
| 2 | Third-Party Integrations | Issues with non-Hybrowlabs integrations (Shopify, Salesforce, etc.); problems in third-party code or APIs; support from third-party vendor responsibility. |
| 3 | User-Caused Issues | Data loss from accidental deletion without proper backups; issues caused by users editing custom code directly; problems from unauthorized server modifications; incorrect user configuration or setup. |
| 4 | Out-of-Scope Services | New custom development beyond warranty/AMC scope; extensive training or consulting (separate service); complex business process consulting; re-architecture or major system redesign. |
| 5 | Excluded Scenarios | Issues in custom code modified by non-Hybrowlabs developers; problems from using unsupported ERPNext versions; damage from malware, hacking, or security breaches (post-deployment); data recovery from catastrophic failures without backup strategy. |
Issues caused by unauthorised modifications, malware attacks, or external infrastructure failures may require separate consulting or DevOps support services.
Best Practices for Smooth ERPNext Support Experience
To ensure faster issue resolution and better ERPNext system stability, we recommend the following best practices
- Maintain regular data backups
- Keep ERPNext and custom apps updated
- Avoid direct code modifications without approval
- Use official support channels for issue reporting
- Share proper screenshots and error details while raising tickets
- Train key users on standard ERPNext workflows
- Maintain proper change management processes
Following these ERPNext support and maintenance best practices helps businesses reduce operational risks and improve long-term system performance.
