<p class="compact-content-paragraph">Clear communication is essential for a successful ERPNext implementation project. We follow a <span class="handbook-highlight-blue">structured communication and support process</span> to ensure transparency, faster issue resolution, and <span class="handbook-highlight-pink">smooth collaboration</span> throughout the project lifecycle.</p>
<h3 class="compact-content-heading">Response Times & Support SLAs</h3>
<p class="compact-content-paragraph">We follow defined ERPNext support SLAs based on issue priority levels to ensure <span class="handbook-highlight-blue">timely responses</span> and minimal business disruption.</p>
<div class="handbook-sla-priority-grid">
<div class="handbook-sla-priority-item"><span>Critical</span><i class="handbook-sla-dot handbook-sla-dot-critical" aria-hidden="true"></i></div>
<div class="handbook-sla-priority-item"><span>High</span><i class="handbook-sla-dot handbook-sla-dot-high" aria-hidden="true"></i></div>
<div class="handbook-sla-priority-item"><span>Medium</span><i class="handbook-sla-dot handbook-sla-dot-medium" aria-hidden="true"></i></div>
<div class="handbook-sla-priority-item"><span>Low</span><i class="handbook-sla-dot handbook-sla-dot-low" aria-hidden="true"></i></div>
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<div class="handbook-sla-detail-card">
<p><strong class="handbook-critical-label">Critical Priority:</strong> System down, data loss, security breach, complete workflow blockage.</p>
<div class="handbook-sla-detail-metrics">
<div><strong>Within 1 business hour</strong><span>Response time</span></div>
<div><strong>4-8 hours</strong><span>Resolution target</span></div>
</div>
</div>
<div class="handbook-agile-feedback">
<p>These response times apply to tickets, emails, and project communication channels. For urgent ERPNext production support issues, customers can use <span class="handbook-highlight-pink">emergency escalation channels</span>.</p>
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<img class="handbook-wide-image" src="/files/response-times.png" width="1025" height="652" alt="ERPNext helpdesk response times dashboard with pending support tickets" />
<h2 class="compact-content-heading">Escalation Matrix</h2>
<p class="compact-content-paragraph">If your assigned functional consultant is unavailable or unresponsive, follow the escalation path below.</p>
<img class="handbook-wide-image" src="/files/escalation-ladder.png" width="1025" height="652" alt="ERPNext escalation ladder from assigned consultant to leadership review" />
<h2 class="compact-content-heading">Escalation Process</h2>
<ul class="handbook-onboarding-check-list">
<li>Send a follow-up through email or raise a ticket on the helpdesk.</li>
<li>If there is no response within 24 hours, escalate to the next level.</li>
</ul>
<div class="handbook-agile-feedback">
<p><span aria-hidden="true">ℹ️</span> <strong>Why it matters:</strong> This escalation process helps maintain accountability, transparency, and quick issue resolution. You're never left without a path to a decision-maker.</p>
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<h2 class="compact-content-heading">Emergency and After-Hours ERPNext Support</h2>
<p class="compact-content-paragraph">For <span class="handbook-highlight-pink">critical ERPNext production issues</span> outside business hours, our emergency support team is available to assist.</p>
<table><tbody>
<tr><th>Support Type</th><th>Details</th></tr>
<tr><td>Emergency Contact Number</td><td>+91-8805189711</td></tr>
<tr><td>Business Hours</td><td>Monday to Friday, 9 AM - 6 PM IST</td></tr>
<tr><td>After-Hours Support</td><td>Available for critical ERPNext issues</td></tr>
<tr><td>Acknowledgement Time</td><td>Within 30 minutes for critical cases</td></tr>
</tbody></table>
<p class="compact-content-paragraph"><span class="handbook-highlight-black">Please include the following details while raising a ticket on the helpdesk:</span></p>
<ul class="handbook-onboarding-check-list">
<li>Project name or project ID</li>
<li>Brief issue description</li>
<li>Error screenshots or logs</li>
<li>Business impact details</li>
</ul>
<h2 class="compact-content-heading">Async vs Sync Communication Guidelines</h2>
<p class="compact-content-paragraph">To improve efficiency during ERPNext implementation and support projects, we follow a balanced communication approach.</p>
<table><tbody>
<tr><th>Communication Type</th><th>Best Used For</th><th>Communication Channels</th></tr>
<tr><td>Async Communication</td><td>Status updates, bug reporting, documentation, non-urgent questions</td><td>Helpdesk, Email and WhatsApp</td></tr>
<tr><td>Sync Communication</td><td>Critical issues, escalations, workflow discussions, UAT reviews</td><td>Phone calls, Google Meet, and Microsoft Teams</td></tr>
</tbody></table>
<h2 class="compact-content-heading">Communication Best Practices</h2>
<ul class="handbook-onboarding-check-list">
<li>Use async communication for non-urgent updates and documented discussions.</li>
<li>Use sync communication for urgent or complex discussions requiring immediate clarification.</li>
<li>Share screenshots, recordings, or detailed descriptions while reporting ERPNext issues.</li>
<li>Keep approvals and project discussions within the official project communication email thread.</li>
</ul>
<div class="handbook-agile-feedback">
<p>Following these ERPNext communication and support best practices helps improve <span class="handbook-highlight-blue">project transparency</span>, accountability, and implementation success.</p>
</div>