Frappe Support Features

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

Frappe Support includes the following

1. Bug Fix Support

Frappe will ensure that a bugs will be fixed on priority based on the severity of the issue.

  1. High Priority that make the system unsable issues will be fixed and released in a maximum of 8 business hours.
  2. Medium Priority issues that cause performance issues or usability issues will be fixed in 4 business days
  3. Low Priority issues that are UI bugs or minor annoyances wil be fixed in 8 business days.

2. Server Deployment and Support

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. Server support will be subject to remote SSH access at pre-defined hours.

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. 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.

5. 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)
  • Planning for adding server capability
  • Adding Feature flags

6. Security Alerts

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.

7. 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