Support Scope

Whom do we support?

• Customers who have purchased Product Warranty, i.e. all sites on Frappe Cloud that are on $50 and above for FC, FF, ERPNext, India Compliance, and HRMS. Product warranty only includes replicable bug fix support (only for bugs that can be replicated in your local instance). No L1 support is included.
• Hosting-related support (FC) for all sites hosted on FC.
• L1, L2 (for all bugs, including non-replicable), FC support for old central customers.
• L1, L2 (for all bugs, including non-replicable), FC support, and phone support for all Enterprise Customers on priority SLA.

You shall see the App and Plan information in the ticket itself. So you should provide support accordingly.

What do we Support?

• Help in finding the relevant links to documentation, help articles, blogs, etc.
• Solutions to the questions that are only relevant to Standard ERPNext features (like 'How to close a Purchase Order?', 'I cannot submit my Leave Application', etc.)
• All the queries related to subscription, payment, and account renewal.
• Bugs and Security Fixes that are present on the Standard version of ERPNext and other eligible apps, server issues (if hosted on FC).
• Feature/Change Requests are filed as feedback logged on GitHub and passed onto the Product Team.

What do we not Support?

• Any request that requires us to understand the customer's business process and implement it for them.
• Training, Onboarding, and Implementation related requests/queries.
• Data Entry and Data Import are to be done by the user's end and not us, we provide the required documentation which they can refer to.
• Client/Server Script or any customization (like configuring Print Formats, Custom Apps) related which involves coding and requires any technical assistance.
• Requests related to any instance which is not under any of our subscription
• Custom app support.
• Configuring workflows and permissions, payment terms, email accounts, etc. We share the documentation for the same.

For Implementation/Onboarding and Technical help, we connect clients with our Sales team to connect them to our Partners.

What are our Support Timings?

We are available from 10 am to 6 pm IST from Monday to Friday on the following channels:

• Support Portal (Primary)
• Emails (In case the Support Portal is not accessible)
• Phone Support - for Enterprise customers only.

For Support on Weekends, we only entertain Critical Requests like site down, account not accessible, etc. which stops the user from accessing ERPNext.