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Cloud Support Agreement
Effective from 1 January 2026
The Cloud Support Agreement (“Terms” or “Agreement”) governs your acquisition and use of services on frappe.io/cloud operated by Frappe Technologies Pvt. Ltd. (“Frappe”, “We”, “Us” or “Our”), as well as any other websites, products, and/or services that explicitly indicate the applicability of these Terms (collectively, “Service(s)”). These Terms apply to all natural persons and juristic entities, including corporations, partnerships, and organizations (collectively, “You”, “Your”, “Customer”) who are using Frappe Cloud.
Frappe and Customer are each a “Party” and together the “Parties”. By creating an account, accessing, or using the Service(s), You agree to be bound by these Terms.
By using the Service, You represent that you:
Have read and understood these Terms;
Have the legal capacity and authority to enter into this Agreement; and
Accept these Terms for yourself or on behalf of the entity you represent.
Additional terms and policies (such as Privacy Policy, Service Level Agreement, Backup Policy) also govern your use of the Service and are incorporated herein by reference.
Key Policies are below which are applicable alongwith this agreement:
Privacy Policy: https://frappe.io/cloud/privacy
Service Level Agreement: https://frappe.io/support-sla
Backup Policy: https://docs.frappe.io/cloud/sites/backups
1. Access and Use
Account Responsibility: Admin Accounts are responsible for maintaining accurate information, securing credentials, and providing support to Team Members. Team Members must contact Admins for account-related issues.
Usage Limits: Frappe may impose limits on resources (storage, bandwidth, compute) at its discretion depending on the Frappe Cloud plan that the Customer is on. Notifications may or may not precede changes.
Service Availability: Services may be interrupted for maintenance, updates, or upgrades. Frappe does not guarantee uninterrupted access.
Shared Hosting: Services may operate on shared servers; Frappe is not liable for issues arising from other hosted accounts.
2. Licensing
Applicable Licenses. Frappe is an open-source software company. Its core products, including but not limited to Frappe Cloud, ERPNext, Frappe Framework, Frappe HR, and Frappe CRM (collectively, “Frappe Products”), are publicly distributed under their respective open-source licenses, which are published on the relevant GitHub repositories or alongside the software.
Rights under Applicable License. Unless expressly prohibited by the Applicable License, any person may acquire, use, modify, transmit, and redistribute Frappe Products in accordance with the terms of the Applicable License. Obtaining a Frappe Product does not grant any right to use Frappe’s intellectual property (including but not limited to its trademarks, service marks, brand names, or proprietary content) in a manner not explicitly permitted by the Applicable License or this Agreement.
Services vs. Software. Frappe does not charge any fee under this Agreement for the provision of its open-source software. Any fees payable under this Agreement are solely for services provided by Frappe, including but not limited to cloud hosting, compute usage, storage, product support, upgrades, advisory, and related professional services (collectively, “Services”). Provision of a Frappe Product by itself does not constitute acceptance of this Agreement, does not bind Frappe to provide any Services, and does not obligate Frappe to any support obligations unless and until (a) this Agreement is accepted, and (b) online payment agreement is executed and the Customer remains in compliance with its terms.
Disclaimer. Frappe Products are provided “as is” under their respective Applicable Licenses, without warranties or conditions of any kind, express or implied.
3. Acceptable Use
Compliance with Law. Customer is solely responsible for ensuring its use of the Services complies with applicable laws, regulations, and third-party rights.
Prohibited Content. The Customer shall not use the Services to host, upload, transmit, or share any content that is unlawful, infringing, harmful to minors, defamatory, obscene, invasive of privacy, harassing, misleading, impersonating, or that threatens security, public order, or contains malicious code.
Misuse. The Customer shall not interfere with the normal operation of the Services, attempt unauthorized access, circumvent usage limits, or use the Services to improperly access Frappe’s intellectual property.
Excessive Use. The Customer shall not impose unreasonable loads or engage in usage patterns that materially degrade performance or availability for others.
Information Extraction. The Customer shall not attempt to trace, reverse look-up, or obtain information about other users without Frappe’s prior written consent.
Fraud/Unlawful Activity. Services may not be used for fraudulent, criminal, or otherwise unlawful purposes. Frappe reserves all rights to pursue remedies for violations.
Security Testing. Vulnerability scans or probes must strictly follow Frappe’s Reporting Security Vulnerabilities Policy and may not be exploited for any purpose other than responsible disclosure.
Frappe may suspend or terminate access immediately for violations of this Section.
4. Customer Responsibilities
Site Management: Admins can manage Sites, including access, deletion, restoration, and modifications. The Customer is responsible for backups and data integrity.
Backups: Automated and manual backups may be provided. Frappe is not liable for data loss or corruption beyond these backup provisions. Off-site backups may be available under specific paid plans. The backups shall be governed by the backup policy https://frappe.io/cloud/backup.
Security: The Customer must maintain account security. Unauthorized access due to negligence is the sole responsibility of the Customer.
5. Scope of Support
Frappe Cloud support includes assistance related to the core infrastructure, first-party applications, and service availability, as outlined below:
Hosting, Compute, and Storage:
Assistance with adding or removing team members on Frappe Cloud.
Management of compute and storage resources through the self-service portal.
Support for platform-level incidents affecting uptime or performance.
Managed Service:
Site migration between environments or domains.
Backup creation, restoration, and recovery of Sites.
First-Party Applications:
Support for Frappe-developed applications published on the Frappe Cloud Marketplace, including ERPNext, Frappe HR, Frappe CRM, and other first-party apps hosted by Frappe.
Support for supported versions as published on the Frappe Cloud Marketplace.
Bug Fixes Support:
Assistance with bug fixes, incorrect outputs, or issues arising from defects in the Service.
Resolution of problems related to version upgrades within supported versions.
Service Level Agreement (SLA):
Support response and resolution times are governed by Table 1 of the Support SLA: https://frappe.io/support-sla.
Access to Support:
Support is provided exclusively via the support portal: https://support.frappe.io/ .
Frappe may, at its discretion, charge additional fees for support requests deemed out-of-scope.
Support does not include the following services:
Customizations: Any modifications, enhancements, or tailoring of first-party applications to meet specific Customer requirements. This includes code-level changes, workflow modifications beyond default configurations, or UI/UX adjustments.
New Feature Development: Requests for features not currently provided in the Service.
Implementation Services: Deployment, setup, or configuration assistance for new sites or applications beyond standard migration procedures.
Third-Party Applications: Support for marketplace or external applications not developed by Frappe.
Configuration Services: Assistance with specific setup or configuration of the Service beyond what is provided in standard documentation.
Functional (“How-To”) Support: Guidance on using the applications or performing business processes within the platform.
Training: End-user, admin, or operational training.
Billing Support: Queries related to invoicing, payments, or subscription management outside the portal.
Customers are responsible for accurately reporting incidents, providing sufficient details for reproduction, and using the portal for all support requests.
Customers must maintain backups of all critical data beyond what is provided in the Service’s backup system.
Frappe reserves the right to decline support requests that are outside the scope defined as part of Clause 5.2 , charge additional fees, or refer Customers to professional services partners for implementation, customizations, or training.
Frappe is not liable for any delays, failures, or data loss resulting from excluded services or Customer errors.
Resolution of incidents will be limited to the extent of the included support services, and Frappe may provide workarounds instead of permanent fixes where applicable.
Frappe does not guarantee that all issues will be resolved, particularly those arising from unsupported versions, third-party applications, or customizations.
6. Data Privacy & Information Security
Roles. For purposes of applicable data protection laws, Customer shall be the “Data Controller” and Frappe shall act solely as a “Data Processor.”
Access. Frappe will access Customer Data only with Customer’s prior consent only to the extent necessary to provide support or address incidents, and only with Customer’s prior consent.
Ownership. All data uploaded, processed, or stored through the Services remains the sole property of the Customer.
Confidentiality. Frappe shall not sell, share, or otherwise disclose Customer Data to third parties, except where required by law or legal process.
Security Standards. Frappe implements and maintains industry-standard security practices, including ISO 27001 compliance.
Incident Notification. In the event of any actual or suspected data breach or unauthorized access, Frappe will promptly notify the Customer.
Compliance. Frappe complies with applicable data protection regulations, including the General Data Protection Regulation (GDPR).
Customer Responsibilities. Customers are responsible for maintaining the confidentiality of their login credentials, restricting access to authorized users, and ensuring secure use of the Services.
Data Retention & Deletion. The Customer Data shall be retained in accordance with the subscribed plan for Cloud Hosting, or otherwise deleted upon Customer request submitted via the support portal.
7. Support Portal
All support tickets, service requests, and incident reports must be given through Frappe’s designated support portal. The scope, nature, and service levels of support provided shall be strictly limited to set forth in this agreement, as applicable, and in accordance with the specific services contracted for and agreed to by the Customer under this Agreement.
Applicability of SLA.
The Service Level Agreement (“SLA”), as amended or updated by Frappe from time to time, shall govern and apply to all Support Services provided under this Agreement.
Escalation.
In the event Customer is dissatisfied with the resolution of a support request, Customer may escalate such request in accordance with the procedures set forth in the SLA.
8. Payments, Billing, and Refunds
The Customer agrees to pay all fees, charges, and other amounts due under this Agreement as invoiced by Frappe.
Payments must be made in full and on time. Late payments may result, at Frappe’s discretion, in suspension of Services, restriction of access, or termination of the Agreement.
All payments must be made in the currency specified in the invoice.
Frappe offers multiple billing options, depending on the Service subscribed to:
Usage-Based Billing: Charges based on actual resource consumption, including compute, storage, or application usage.
Prepaid Billing: Fees are collected in advance for a defined period or service credit. Prepaid amounts are applied to Services as used.
Post-Paid Billing: Fees are invoiced after usage. Frappe is authorized to automatically charge the Customer’s designated payment method for any outstanding dues.
Partner-Paid Billing: Where applicable, payments may be made by an authorized partner. In such cases, the Customer remains responsible for any unpaid amounts if the partner fails to pay.
All billing will be processed through Frappe’s online portal, and invoices, payment receipts, and usage statements will be available to the Customer via the portal.
Payments may be made via credit card or other approved payment methods as listed in the Frappe portal.
The Customer authorizes Frappe to automatically charge the provided payment method for all invoiced amounts, including recurring charges, post-paid usage, or any outstanding dues.
The Customer must promptly update payment information to ensure uninterrupted service.
Any unused service credits may, at Frappe’s discretion, be applied toward other Frappe services.
Unused credits are non-refundable and cannot be exchanged for cash, except where required by applicable law.
The Customer is responsible for all applicable taxes, duties, and fees arising from the provision of Services under this Agreement.
Where required, Frappe may invoice the Customer for such taxes or withhold amounts to comply with local law.
All payments to Frappe are exclusive of taxes, unless otherwise stated.
Any dispute regarding invoices must be submitted in writing within 30 days of the invoice date.
Undisputed amounts remain payable in accordance with the terms above.
Frappe reserves the right to suspend services for unpaid amounts pending resolution of a dispute.
9. Disputed Accounts
The Customer who is listed as the invoice holder is deemed the owner of the account and all associated data.
Frappe acts solely as a data processor and service provider, and assumes that the invoice holder has the authority to manage the account.
Any third-party access to the account, including by employees, partners, or agents of the Customer, does not transfer ownership of the account or its data.
Frappe may, at its discretion, temporarily suspend, freeze, or reassign access to the account while a dispute is under review.
The requesting Party may be required to provide documentary evidence establishing their claim, such as:
Government-issued identification or corporate documents
Court orders or legal decrees
Other verifiable proof of authority to control the account or manage billing
Frappe reserves the right to rely on such evidence to determine account control and ownership.
Frappe’s determination regarding account ownership or control shall be final and binding, except where legally prohibited.
The Customer agrees to indemnify and hold harmless Frappe from any claims arising out of disputes related to account access or ownership.
10. Term and Termination
For Cloud Hosting : Termination shall remain effective only until the Customer is paying for the Services on Frappe Cloud.
10.2 Termination by Frappe.
Frappe may terminate this Agreement or any Service:
(a) For cause: Upon thirty (30) days’ written notice to Customer of a material breach, if such breach remains uncured at the end of the notice period;
(b) For insolvency: Immediately upon written notice if Customer becomes subject to bankruptcy, insolvency, receivership, liquidation, or assignment for the benefit of creditors;
(c) For non-payment: Immediately and without notice for failure to make timely payments; or
(d) Without cause: Upon Thirty (30) days’ written notice to Customer at the registered email address.
10.3 Effect of Termination.
Frappe will retain Customer Data for a minimum of 180 days from the date of termination, during which Customer may download such data. After this period, Frappe may delete the data without notice. The Customer shall remain solely responsible for any resulting loss or damage.
11. Modifications
11.1 Agreement Modifications.
Frappe may amend this Agreement from time to time by posting the revised version on its website with the effective date indicated. Except as provided below, amendments shall take effect no earlier than fourteen (14) days after posting. Amendments that (i) introduce new features without materially reducing Customer’s rights, (ii) correct typographical or clerical errors, or (iii) are required to comply with applicable law, regulation, court order, or government directive may take effect immediately. The Customer is responsible for reviewing the Agreement periodically for updates. Continued use of the Services after the effective date of an amendment constitutes acceptance of the revised Agreement.
11.2 Service Modifications.
Frappe may, at its sole discretion and without prior notice, add, remove, or modify features of the Services or Website. Frappe may impose fees for new features or services and may update or remove information on the Services or Documentation at any time.
11.3 Pricing.
Frappe may modify the pricing of any Service at its sole discretion.
12. Warranty Disclaimer and Limitation of Liability
12.2 Disclaimer of Warranties.
Except as expressly provided in this Agreement, the Services are provided “as is” and “as available.” Frappe expressly disclaims, to the maximum extent permitted by law, all other warranties of any kind, whether express, implied, statutory, or otherwise, including without limitation any warranties of merchantability, fitness for a particular purpose, title, or non-infringement. Neither party makes any representation or warranty regarding the success, timeliness, or outcome of any customized development or feature, regardless of whether timeframes or consulting hours are specified.
12.3 Limitation of Liability.
Frappe shall be liable only for breach of material obligations under this Agreement or where liability cannot be excluded under applicable law. To the fullest extent permitted by law, Frappe, together with its directors, officers, employees, agents, contractors, and assigns, shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages of any kind, including without limitation loss of profits, loss of business, loss of goodwill, loss of savings, data loss, downtime, or replacement costs, arising from or related to:
(a) use of or inability to use the Services;
(b) reliance on any content or information provided through the Services;
(c) third-party websites, content, or services linked to or integrated with the Services; or
(d) any decision or action taken based on information provided through the Services,
whether arising in contract, tort (including negligence), strict liability, or otherwise, and even if Frappe has been advised of the possibility of such damages.
If the foregoing limitation is unenforceable under applicable law, Frappe’s liability shall be limited to re-performance of the deficient Services or, if re-performance is not commercially reasonable, payment of liquidated damages. In no event shall Frappe’s total aggregate liability for all claims arising out of or related to this Agreement exceed the amount actually paid by Customer (and its Affiliates, if applicable) for the Services giving rise to the claim during the twelve (12) months preceding the first incident from which the claim arose. This limitation shall not affect Customer’s payment obligations under the “Payments and Refunds” section.
12.4 Exclusive Remedy.
In the event of a breach of warranty expressly provided herein, Customer’s sole and exclusive remedy shall be, at Frappe’s option, either: (i) re-performance or re-delivery of the deficient Service, or (ii) if Frappe cannot substantially correct the deficiency in a commercially reasonable manner, termination of the affected Service, with a pro-rata refund of fees paid for the unused portion of the Service as of the effective date of termination.
12.5 Survival.
Sections entitled “Payments and Refunds,” “Confidentiality,” “Term and Termination,” “Modifications,” “Warranty Disclaimer and Limitation of Liability,” “Indemnification,” “Non-Solicitation,” and any other provisions that by their nature survive termination shall remain in effect for three (3) years following termination of this Agreement.
13. Confidentiality
13.2 Obligations.
The Receiving Party shall: (i) use Confidential Information solely to perform obligations under this Agreement; (ii) not disclose Confidential Information except to employees, contractors, or advisors with a need to know and bound by confidentiality obligations no less protective than this Agreement; and (iii) protect Confidential Information with at least the same degree of care used for its own similar information, but not less than reasonable care. Neither party shall disclose the terms of this Agreement or any invoice to third parties except its affiliates, legal counsel, accountants, or subcontractors (solely as necessary to perform obligations), all subject to equivalent confidentiality obligations.
13.3 Compelled Disclosure.
The Receiving Party may disclose Confidential Information if legally compelled (by law, regulation, court, or government order), provided it (i) gives prior notice to the Disclosing Party where legally permissible, and (ii) provides reasonable assistance, at the Disclosing Party’s cost, if the Disclosing Party seeks to contest or limit disclosure. If disclosure is required in a proceeding where the Disclosing Party is a party and does not contest, the Disclosing Party shall reimburse the Receiving Party for reasonable costs incurred in providing secure access.
14. Indemnification
The Customer shall have no indemnification obligation for claims arising solely from Frappe’s gross negligence or willful misconduct.
14.2 Exclusive Remedy.
The indemnification set forth in this Section 9 constitutes the sole liability of, and exclusive remedy for, the parties with respect to the claims described herein.
15. General Provisions
15.1 Entire Agreement.
This Agreement alongwith the applicable annexures shall constitute the entire agreement between Frappe and Customer regarding the subject matter and supersedes all prior agreements, written or oral.
15.2 Third-Party Websites and Services.
The Services may contain links to third-party websites, apps, or services such as Frappe Cloud marketplace apps hosted here https://cloud.frappe.io/marketplace/search. Frappe does not endorse or control such third parties and is not responsible for their content, accuracy, or reliability. Use of any third-party service is at the Customer’s sole risk.
15.3 Severability.
If any provision of this Agreement is deemed invalid or unenforceable, the remaining provisions shall remain in full force. The parties agree to amend the invalid provision to achieve the original intent to the extent possible.
15.4 Force Majeure.
Neither party shall be liable for delays or failures caused by events beyond its reasonable control, including natural disasters, acts of government, war, epidemics, strikes, outages, hardware failures, hacking, or other similar causes.
15.5 Assignment.
Neither party may assign this Agreement without the other’s prior written consent, except to an Affiliate or in connection with a merger, acquisition, or sale of assets. If assigned to a competitor, the non-assigning party may terminate with notice and receive a pro-rata refund of prepaid fees.
15.6 Waiver.
No delay or failure to exercise any right under this Agreement constitutes a waiver of that right.
15.7 Relationship of Parties.
Nothing in this Agreement creates a partnership, joint venture, agency, fiduciary, or employment relationship. Each party is responsible for its own employees and employment-related obligations.
15.8 Arbitration, Governing Law, and Jurisdiction.
Disputes shall first be resolved amicably. If unresolved, they shall be settled under the Arbitration and Conciliation Act, 1996, by a sole arbitrator appointed by mutual consent. Arbitration shall take place in Mumbai, India, in English, with costs borne equally. This Agreement is governed by the laws of India, and the parties submit to the jurisdiction of courts in Mumbai.
15.9 Interpretation.
Singular includes plural, gender references include all genders, “or” includes “and/or,” and “including” means “without limitation.” Headings are for convenience only and do not affect interpretation. References to statutes include amendments or replacements, and references to agreements include modifications not prohibited under this Agreement.
15.10 Supersedes Prior Agreements.
This Agreement overrides all prior agreements between the parties regarding its subject matter.
15.11 Contact Information.
Questions or concerns may be directed to Frappe’s Legal team at legal@erpnext.com
16. Definitions
16.1 “Account” means the Customer’s registered account on Frappe Cloud, through which access to the Services is provisioned and managed.
16.2 “Agreement” or “Terms” means this Cloud Support Agreement, together with all annexures, schedules, policies, and documents incorporated by reference, including the Privacy Policy, Service Level Agreement, and Backup Policy.
16.3 “Applicable License” means the open-source software license(s) under which Frappe Products are distributed, as published on the relevant GitHub repositories or alongside the software.
16.4 “Backup Policy” means the data backup and restoration policy published at https://frappecloud.com/docs/sites/backups, as updated from time to time.
16.5 “Confidential Information” has the meaning assigned in Section 13 of this Agreement.
16.6 “Customer,” “You,” or “Your” means the natural person, company, partnership, or other legal entity that registers for and/or uses the Services, as identified in the Account, including its authorized employees, contractors, and agents.
16.7 “Customer Data” means all data, content, files, or information uploaded, transmitted, stored, or otherwise processed by or on behalf of Customer through use of the Services.
16.8 “Data Controller” and “Data Processor” shall have the meanings assigned under applicable data protection laws. For purposes of this Agreement, Customer shall act as Data Controller and Frappe shall act as Data Processor.
16.9 “Data Controller” means the natural or legal person, public authority, agency, or other body which, alone or jointly with others, determines the purposes and means of the processing of Personal Data, as defined under Applicable Data Protection Laws. For the purposes of this Agreement, the Customer shall be deemed the Data Controller.
16.10 “Data Processor” means the natural or legal person, public authority, agency, or other body which processes Personal Data on behalf of the Data Controller, as defined under Applicable Data Protection Laws. For the purposes of this Agreement, Frappe shall be deemed the Data Processor.
16.11 “Effective Date” means the date on which the Customer first creates an Account, accesses, or uses the Services, thereby accepting this Agreement.
16.12 “Frappe Cloud” means the managed hosting and support platform operated by Frappe and accessible at https://frappecloud.com.
16.13 “Frappe Products” means the open-source software products developed and/or distributed by Frappe, including but not limited to ERPNext, Frappe Framework, Frappe HR, Frappe CRM, and such other applications published under Applicable Licenses.
16.14 “Services” means the cloud hosting, infrastructure, compute, storage, support, advisory, and related professional services provided by Frappe under this Agreement, but expressly excluding any custom development, training, or third-party applications.
16.15 “Site(s)” means the hosted environments, domains, or instances provisioned to the Customer on Frappe Cloud.
16.16 “Third-Party Applications” means any applications, software, content, or services not developed by Frappe that may interoperate with or be accessed through the Services.
16.17 “User(s)” means any individual authorized by Customer to access or use the Services, including but not limited to Customer’s employees, contractors, or other agents.