<p class="compact-content-paragraph">Our support does not end after your ERPNext system goes live. Successful implementation also depends on <span class="handbook-highlight-blue">reliable post-go-live support</span>, regular maintenance, quick issue resolution, and <span class="handbook-highlight-pink">continuous system improvement</span>, helping you maintain stability, improve performance, reduce downtime, and keep daily operations smooth.</p>
<div class="handbook-onboarding-metric-cards handbook-support-metrics">
<div class="handbook-metric-card"><strong>3 mo</strong><span>Warranty from go-live</span></div>
<div class="handbook-metric-card"><strong>AMC</strong><span>Long-term support after warranty</span></div>
<div class="handbook-metric-card"><strong>9-6</strong><span>IST, Mon-Fri</span></div>
<div class="handbook-metric-card"><strong>24/7</strong><span>Emergency cover available</span></div>
</div>
<img class="handbook-wide-image" src="/files/warrenty-lifecycle.png" width="1025" height="652" alt="ERPNext warranty and support lifecycle overview" />
<h2 class="compact-content-heading">Warranty Period</h2>
<p class="compact-content-paragraph">Every custom ERPNext implementation project delivered by Hybrowlabs includes a <span class="handbook-highlight-blue">3-month warranty period</span> starting from the official go-live date. During this period, our team assists with issues directly related to the implementation we delivered.</p>
<table class="handbook-support-scope-table"><tbody>
<tr><th colspan="2">Covered</th></tr>
<tr><td><span class="handbook-scope-icon handbook-scope-icon-green" aria-hidden="true"></span></td><td>Bug fixes in custom ERPNext development</td></tr>
<tr><td><span class="handbook-scope-icon handbook-scope-icon-green" aria-hidden="true"></span></td><td>Troubleshooting implementation-related issues</td></tr>
<tr><td><span class="handbook-scope-icon handbook-scope-icon-green" aria-hidden="true"></span></td><td>Resolving integration problems within the approved project scope</td></tr>
<tr><td><span class="handbook-scope-icon handbook-scope-icon-green" aria-hidden="true"></span></td><td>Fixing critical production issues affecting daily business operations</td></tr>
<tr><td><span class="handbook-scope-icon handbook-scope-icon-green" aria-hidden="true"></span></td><td>Minor performance optimizations</td></tr>
<tr><td><span class="handbook-scope-icon handbook-scope-icon-green" aria-hidden="true"></span></td><td>Security updates</td></tr>
<tr><td><span class="handbook-scope-icon handbook-scope-icon-green" aria-hidden="true"></span></td><td>Limited technical assistance to stabilize the system during initial usage</td></tr>
</tbody></table>
<table class="handbook-support-scope-table"><tbody>
<tr><th colspan="2">Not covered</th></tr>
<tr><td><span class="handbook-scope-icon handbook-scope-icon-red" aria-hidden="true"></span></td><td>New business customizations</td></tr>
<tr><td><span class="handbook-scope-icon handbook-scope-icon-red" aria-hidden="true"></span></td><td>Third-party integrations outside the original scope</td></tr>
<tr><td><span class="handbook-scope-icon handbook-scope-icon-red" aria-hidden="true"></span></td><td>Infrastructure or server-related issues</td></tr>
<tr><td><span class="handbook-scope-icon handbook-scope-icon-red" aria-hidden="true"></span></td><td>Customer-side code modifications</td></tr>
<tr><td><span class="handbook-scope-icon handbook-scope-icon-red" aria-hidden="true"></span></td><td>Extensive training and consulting services</td></tr>
</tbody></table>
<div class="handbook-agile-feedback">
<p><span aria-hidden="true">ℹ️</span> <strong>Why it matters:</strong> This structured post-implementation warranty support helps you use the system confidently while ensuring a smooth transition into regular operations.</p>
</div>
<h2 class="compact-content-heading">Annual Maintenance Contract (AMC)</h2>
<p class="compact-content-paragraph">Once the warranty period is completed, you can continue support through our ERPNext AMC, designed for <span class="handbook-highlight-blue">long-term technical support</span>, system maintenance, framework updates, security patches, and ongoing optimization for businesses running ERPNext in production.</p>
<table><tbody>
<tr class="handbook-table-section-heading"><th colspan="2">Standard AMC services generally include:</th></tr>
<tr><th>#</th><th>AMC Service</th></tr>
<tr><td>1</td><td>Technical support through Helpdesk tickets</td></tr>
<tr><td>2</td><td>Regular ERPNext and Frappe framework updates</td></tr>
<tr><td>3</td><td>Bug fixing and issue resolution</td></tr>
<tr><td>4</td><td>System health and performance monitoring</td></tr>
<tr><td>5</td><td>Backup verification support</td></tr>
<tr><td>6</td><td>End-user assistance</td></tr>
<tr><td>7</td><td>Compliance and regulatory update guidance</td></tr>
<tr><td>8</td><td>Access to ERPNext documentation and best practices</td></tr>
</tbody></table>
<div class="handbook-onboarding-kickoff-summary">
<div class="handbook-onboarding-kickoff-summary-card">
<span><span class="handbook-scope-icon handbook-scope-icon-green" aria-hidden="true"></span> Outcome</span>
<strong>Operational continuity as you grow</strong>
<p>A maintenance and support contract helps your business maintain system reliability, security, and operational continuity as the organization grows.</p>
</div>
</div>
<h2 class="compact-content-heading">Support Hours & Availability</h2>
<p class="compact-content-paragraph">Standard support hours are <span class="handbook-highlight-blue">Monday to Friday, 9:00 AM to 6:00 PM IST</span>. During business hours, our team provides support through:</p>
<ul class="handbook-onboarding-check-list">
<li>Email support</li>
<li>Ticketing system</li>
<li>Project communication channels</li>
<li>Scheduled calls and meetings</li>
</ul>
<div class="handbook-agile-feedback handbook-waterfall-scope-callout">
<p><span aria-hidden="true">⚠️</span> <strong>Critical issues:</strong> For critical 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.</p>
</div>
<h2 class="compact-content-heading">Helpdesk & Ticketing Process</h2>
<p class="compact-content-paragraph">All support requests should be raised through the official ERPNext helpdesk and ticketing system. Once a ticket is submitted, it is assigned to the appropriate support team member and you receive updates throughout resolution.</p>
<img class="handbook-wide-image" src="/files/ticket-lifecycle.png" width="1025" height="652" alt="ERPNext support ticket lifecycle from submission to resolution" />
<table><tbody>
<tr class="handbook-table-section-heading"><th colspan="2">Include these details when raising a ticket:</th></tr>
<tr><th>#</th><th>Ticket Detail</th></tr>
<tr><td>1</td><td>Project name or project ID</td></tr>
<tr><td>2</td><td>Clear issue summary</td></tr>
<tr><td>3</td><td>Priority level</td></tr>
<tr><td>4</td><td>Screenshots or error logs</td></tr>
<tr><td>5</td><td>Steps to reproduce the issue</td></tr>
<tr><td>6</td><td>Business impact details</td></tr>
</tbody></table>
<img class="handbook-wide-image" src="/files/orgenization-dashboard-1.png" width="1025" height="652" alt="ERPNext organization dashboard ticket management overview" />
<img class="handbook-wide-image" src="/files/orgenization-dashboard-2.png" width="1025" height="652" alt="ERPNext organization dashboard support transparency view" />
<img class="handbook-wide-image" src="/files/orgenization-dashboard-3.png" width="1025" height="652" alt="ERPNext organization dashboard accountability and issue resolution view" />
<h2 class="compact-content-heading">Issue Priority Framework</h2>
<p class="compact-content-paragraph">All issues are categorised based on business impact and urgency. Tap a priority to see what it is used for.</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>
</div>
<div class="handbook-agile-feedback">
<p><span aria-hidden="true">ℹ️</span> <strong class="handbook-critical-label">Critical Priority:</strong> ERPNext system down, data corruption, security breaches, or business operations completely blocked.</p>
</div>
<div class="handbook-agile-feedback">
<p><span aria-hidden="true">ℹ️</span> <strong>Why it matters:</strong> This prioritisation framework helps ensure critical business issues are resolved faster while maintaining proper support workflow management.</p>
</div>
<h2 class="compact-content-heading">SLA Response & Resolution</h2>
<p class="compact-content-paragraph">Our Service Level Agreements (SLAs) define expected response and resolution timelines based on issue priority. Critical issues receive the highest priority with the fastest response times, while lower-priority enhancement requests are addressed through planned support cycles.</p>
<img class="handbook-wide-image" src="/files/sla-process-flow.png" width="1025" height="652" alt="ERPNext SLA support process flow from acknowledgement to escalation" />
<p class="compact-content-paragraph"><span class="handbook-highlight-black">The SLA process includes:</span></p>
<ul class="handbook-onboarding-check-list">
<li>Issue acknowledgement</li>
<li>Initial investigation</li>
<li>Regular progress updates</li>
<li>Resolution or workaround delivery</li>
<li>Escalation to senior teams if required</li>
</ul>
<div class="handbook-agile-feedback">
<p>This SLA-based support process helps businesses plan support expectations clearly and ensures accountability from both teams.</p>
</div>
<h2 class="compact-content-heading">What's Not Covered</h2>
<p class="compact-content-paragraph">To maintain clarity and transparency, certain services are not covered under standard warranty or AMC support. These exclusions generally include:</p>
<table><tbody>
<tr><th>Exclusion Category</th><th>Not Covered</th></tr>
<tr><td>Infrastructure & Hosting</td><td>Server issues, downtime, performance problems, database administration beyond standard maintenance, network/firewall issues, and cloud provider outages.</td></tr>
<tr><td>Third-Party Integrations</td><td>Issues with non-Hybrowlabs integrations, third-party code or APIs, and support that is the third-party vendor's responsibility.</td></tr>
<tr><td>User-Caused Issues</td><td>Accidental deletion without backups, direct custom-code edits, unauthorized server changes, and incorrect user configuration.</td></tr>
<tr><td>Out-of-Scope Services</td><td>New custom development, extensive training or consulting, complex business process consulting, re-architecture, or major redesign.</td></tr>
<tr><td>Excluded Scenarios</td><td>Non-Hybrowlabs code changes, unsupported ERPNext versions, malware or hacking after deployment, and data recovery without a backup strategy.</td></tr>
</tbody></table>
<p class="compact-content-paragraph">Issues caused by unauthorized modifications, malware attacks, or external infrastructure failures may require <span class="handbook-highlight-pink">separate consulting or DevOps support services</span>.</p>
<h2 class="compact-content-heading">Best Practices for Smooth Support</h2>
<p class="compact-content-paragraph">To ensure faster issue resolution and better system stability, we recommend:</p>
<ul class="handbook-onboarding-check-list">
<li>Maintain regular data backups</li>
<li>Keep ERPNext and custom apps updated</li>
<li>Avoid direct code modifications without approval</li>
<li>Use official support channels for issue reporting</li>
<li>Share proper screenshots and error details while raising tickets</li>
<li>Train key users on standard ERPNext workflows</li>
<li>Maintain proper change management processes</li>
</ul>
<div class="handbook-onboarding-kickoff-summary">
<div class="handbook-onboarding-kickoff-summary-card">
<span>Outcome</span>
<strong>Lower operational risk</strong>
<p>Following these support and maintenance best practices helps your business reduce operational risks and improve long-term system performance.</p>
</div>
</div>
<h2 class="compact-content-heading">Frequently Asked Questions</h2>
<div class="handbook-faq-list">
<div class="handbook-faq-item"><button class="handbook-faq-question" type="button" aria-expanded="false"><span>What's included free after go-live?</span><span class="handbook-faq-chevron" aria-hidden="true"></span></button><div class="handbook-faq-answer"><p>Every custom implementation includes a 3-month warranty from the official go-live date, covering custom bug fixes, implementation troubleshooting, in-scope integration fixes, critical production fixes, minor performance optimizations, security updates, and limited stabilization assistance.</p></div></div>
<div class="handbook-faq-item"><button class="handbook-faq-question" type="button" aria-expanded="false"><span>What happens after the warranty ends?</span><span class="handbook-faq-chevron" aria-hidden="true"></span></button><div class="handbook-faq-answer"><p>You can continue with an Annual Maintenance Contract (AMC) for long-term technical support, regular ERPNext/Frappe updates, bug fixing, health and performance monitoring, backup verification, end-user assistance, compliance guidance, and access to documentation and best practices.</p></div></div>
<div class="handbook-faq-item"><button class="handbook-faq-question" type="button" aria-expanded="false"><span>When are you available, and what about emergencies?</span><span class="handbook-faq-chevron" aria-hidden="true"></span></button><div class="handbook-faq-answer"><p>Standard hours are Monday-Friday, 9 AM-6 PM IST via email, ticketing, project channels, and scheduled calls. For critical production issues like downtime, security incidents, or data loss, emergency after-hours support can be provided based on your agreed plan or AMC package.</p></div></div>
<div class="handbook-faq-item"><button class="handbook-faq-question" type="button" aria-expanded="false"><span>How are issues prioritised?</span><span class="handbook-faq-chevron" aria-hidden="true"></span></button><div class="handbook-faq-answer"><p>Issues are categorised by business impact: Critical for system down, data corruption, security breaches, or blocked operations; High for major failures; Medium for minor bugs or partial workflow impact; and Low for functional questions or small enhancements.</p></div></div>
<div class="handbook-faq-item"><button class="handbook-faq-question" type="button" aria-expanded="false"><span>What isn't covered?</span><span class="handbook-faq-chevron" aria-hidden="true"></span></button><div class="handbook-faq-answer"><p>Standard warranty/AMC excludes infrastructure and hosting, third-party integration issues, user-caused problems, out-of-scope services, non-Hybrowlabs code changes, unsupported versions, post-deployment malware or hacking, and recovery without a backup strategy.</p></div></div>
<div class="handbook-faq-item"><button class="handbook-faq-question" type="button" aria-expanded="false"><span>Are customizations upgrade-compatible with future ERPNext versions?</span><span class="handbook-faq-chevron" aria-hidden="true"></span></button><div class="handbook-faq-answer"><p>Yes. Customizations are built as separate custom apps using standard Frappe mechanisms, and core ERPNext is never modified, which is what keeps the system upgradeable.</p></div></div>
<div class="handbook-faq-item"><button class="handbook-faq-question" type="button" aria-expanded="false"><span>How do you handle a version upgrade?</span><span class="handbook-faq-chevron" aria-hidden="true"></span></button><div class="handbook-faq-answer"><p>We review customizations and integrations against the changelog, test the upgrade on a staging site, and validate workflows and data, then schedule and execute the production upgrade. The path is predictable and reversible.</p></div></div>
<div class="handbook-faq-item"><button class="handbook-faq-question" type="button" aria-expanded="false"><span>How much effort do future upgrades take?</span><span class="handbook-faq-chevron" aria-hidden="true"></span></button><div class="handbook-faq-answer"><p>Since the core is never altered, upgrades are primarily focused on testing and validation instead of a complete reconstruction. Effort scales with the number and complexity of customizations to re-validate, and each major upgrade is scoped against its specific changelog.</p></div></div>
</div>