Support Procedure

Note: This is just a template for Partners to have a documented customer support process within their company for their Frappe Business vertical.

1. Purpose

To establish a consistent and scalable customer support process for partner companies offering ERPNext or Frappe-based solutions.

2. Support Team

Ensure Support team has certified professionals aligned to address customer queries. 

The support team should be a dedicated team, who takes over customers for whom implementation has been completed. The consultants who are responsible for the first implementation should not be held responsible for the 

3. Customer Support Process Overview

The Customer Support process is structured into the following stages: 

1. Record customer support obligations

• Formally record customer support packages and AMC details in the system 

• Ensure support contracts containing details related to scope, accountability, timeline are executed

2. Issue Tracking

• Use ERPNext / Frappe Helpdesk to log all the customer issues in one place.

• Avoid providing support to customers via chat, email and calls without creating formal records.

• Educate customers on the importance of using sophisticated ticketing systems for better accountability 

• Ensure no issues are addressed without getting logged in the system.

• Feel free to use any other ticketing tool if found more suitable but consider it as a single source of truth.

3. Support Portal

• Feel free to provide customers with the portal to report and track issues themselves.

• Ensure appropriate access restrictions are applied on each user.

4. SLA Application

• Ensure that the support contract defines appropriate SLAs based on the impact and severity of issues reported by customers.

• Configure the appropriate SLAs in the ticketing system and ensure they are consistently applied to all customer-reported issues.

5. Issue Resolution

• Configure appropriate Assignment Rules and ensure their updation based on team bandwidth and availability.

• Ensure your team understands the customer’s issue well.

• Avoid sending filler replies to just mark customer issues as replied and resolved as per SLA. 

• Identify the root cause of the issue and provide apt resolution either out of the box or through minor configuration or customisation.

• Have a clear process for escalating or de-escalating tickets to different teams.

• Ensure that the system tracks transition of the super tickets and logs appropriate details to determine over all efficiency of the cadence.

6. Customer Feedback

• On the closure of an issue, encourage customers to share their feedback on the resolution provided along with other aspects (understanding of issue, timeliness, support agent responsiveness etc) 

7. Support Analysis

• Design a dashboard on Frappe Insights or any other reporting tool to visualise and track important KPIs related to the support cadence.

• Analyse ticket trends, SLA adherence, customer feedback, support agent efficiency etc as part of the analysis.

8. Management Review

• Set up a cadence for reviewing the matrix defined in the dashboard along with key team members.

• Try to gain vital insights from the data and take data driven decisions (proactive/ reactive) based on the need.

• Keep the findings and action items recorded for future reference.