Support Procedure and Metrics

1. Purpose

The purpose of this document is to establish a consistent, transparent, and scalable customer support process for partner companies offering ERPNext or Frappe-based solutions. This procedure ensures accountability, timely issue resolution, and measurable support performance.

2. Tools required

• Frappe Helpdesk
• Frappe Insights

3. Support team

• The support team must consist of certified professionals who are equipped to handle customer queries, both functional and technical.
• The support team should be a dedicated team who takes over customers once implementation is completed.
• Consultants who are responsible for the first implementation should not be held responsible for customer support.

4. Customer support process overview

The Customer Support process is structured into the following stages:

• Record customer support obligations

  • Formally record customer support packages and AMC details in the system.
  • Ensure support contracts containing scope, accountability, and timelines are executed.

• Issue tracking

  • Use ERPNext / Frappe Helpdesk to log all customer issues in one place.
  • Avoid providing support via chat, email, or calls without creating formal records.
  • Educate customers on the importance of using ticketing systems for accountability.
  • Ensure no issues are addressed without being logged in the system.
  • Other tools may be used if more suitable, but they must serve as the single source of truth.

• Support portal

  • Provide customers with a portal to report and track issues themselves.
  • Ensure appropriate access restrictions are applied to each user.

• SLA application

  • Ensure the support contract defines appropriate SLAs based on issue impact and severity.
  • Configure SLAs in the ticketing system and apply them consistently to all issues.

• Issue resolution

  • Configure Assignment Rules and update them based on bandwidth and availability.
  • Ensure the team fully understands the customer’s issue.
  • Avoid filler replies just to meet SLA response times.
  • Identify the root cause and provide proper resolution — out of the box, via configuration, or through customisation.
  • Have a clear escalation/de-escalation process for tickets.
  • Ensure system logs transitions of tickets to determine overall efficiency.

• Customer feedback

  • On issue closure, encourage customers to share feedback on:
    • Resolution provided
    • Understanding of issue
    • Timeliness
    • Support agent responsiveness

• Support analysis

  • Design a dashboard in Frappe Insights (or other reporting tool) to track KPIs.
  • Analyse ticket trends, SLA adherence, customer feedback, support agent efficiency, etc.