ERPNext Support Details

Get Support from the Top ERPNext Developers and Consultants from Frappe, the core maintainer of ERPNext

Support for Self hosted broadly includes:

  • Functional Support
  • Server Support
  • Upgrade Support
  • Scaling Support
  • Bugfix Support (on standard offering)
  • Ongoing training and configuration support.
  • Invitation to events
  • Security alerts and fixes

1. Functional Support

Functional Support includes support on all the standard features available in ERPNext. This includes help on how to handle various business scenarios cases, or if there is some workflow that needs more explanation.

2. Bug Fix Support

The Frappe team is actively involved in maintaining the stable version of ERPNext and will offer priority bug fix support on your instance as long as it is of a supported version.

Despite best efforts, sometimes bugs can get introduced in the system at the time of upgrade or on edge cases that are not handled by the system. In either case, the Frappe support team will work with the Core team developers to fix your bug based on the severity and priority, so that you face minimum downtime.

3. Configuration Support

ERPNext is a highly customizable system with in-built permission and workflow system. Frappe Services includes support for all configurable features of Frappe + ERPNext including:

  • System Settings
  • Data Import Support
  • Creating Users and Roles
  • Role and User Permissions
  • Workflow Setup
  • Print Formats
  • Field-level Customization
  • Custom Fields
  • Custom DocType
  • Custom Script

4. Server Deployment

The Frappe team will setup or audit your installation based on your requirements depending on the best practices learned from hosting ERPNext since 2010. These may include:

  • DNS based multi-tenancy
  • Setting up of firewall
  • Setting up server security rules
  • Best practices at time of migration
  • Setup of domain and redirects
  • Setup of email service
  • Setup of uptime notification service like Uptime Robot

Server deployment offering may vary based on your region and datacenter.

5. Upgrade Support

Since ERPNext is 100% free and open source, every new release contains upgrade scripts that will automatically upgrade your system to the latest available version. Under this Agreement you can choose to upgrade the system as many times as you want in the contract period. There is no additional cost or license associated with minor or major upgrades of the system. Frappe recommends that you deploy the latest version every 2-4 weeks. Security and performance updates are pushed continuously and it is best to be on the latest version. The cloud version of ERPNext is always on the latest release. Upgrade support would include help in case an update breaks or due to:

  • Failing patches
  • Slow patches
  • Dependency issues

When you require upgrade support, you will have to schedule an upgrade with the Frappe team so that someone is available to monitor your upgrade when something fails.

6. Scaling Support

As your data scales, some database queries will start becoming a bottleneck. You may need support to optimize your database or analyse how to improve the database performance. Frappe Services Scaling Support will include:

  • Identification of the bottleneck
  • Optimizing table indexes (if required)
  • Redesign of a feature implementation (if necessary)

7. Security Notifications

Frappe will notify you if your current version has any severe security risks and if it needs to be updated immediately. Frappe will also help you in the migration and actively support to fix any issues that may arise.

8. Server Migration Crash Recovery

In case of a crashed or poor performing server, Frappe will help you migrate your database and instance from one server to another in case the server is still accessible or help you restore from your last available snapshot backup.

9. Server Audit

Frappe team will conduct an audit of your server from time to time to check the performance and health of your server and the implement any preventive maintenance measures including:

  • Log review and clean-up
  • Review of snapshot backups
  • Clearing disk space
  • Clear memory
  • Database deadlock review

10. Exclusions

Self hosted support excludes:

  • Server costs
  • Backup service costs
  • Email service costs
  • Professional Services over and above those mentioned above
  • On-site support
  • Master Replica Setup